List the customer data elements generated when a customer interacts with an airline by
(a) making a reservation,
(b) using frequent flyer miles, and
(c) completing a flight
How does information from CRM improve these interactions ?
Answer: Refering to the information from airline's website, we need the following customer data elements generated when a customer interacts with an airline by marking a reservation, using frequent flyer miles and completing a flight
-Origin Place
-Destination
-Depart and Return Date and Time
-Trip Type (Round Trip or One Way)
-Cabin Class (Economcy, First Class)
- Personal Information (Name, Age, nationality etc...)
-Payments Method
-Membership ID
-The Most-wanted Destination
Using the CRM system, we can know the need of customer to plan and promote the journey package for customer. Customer can enjoy more benefit, discount. That can improve
i) the relationship between customers and company
ii)increase customer satisfaction
iii) increase sales revenue
iv) Lower churn rate
What are the benefits of integrating the sales, marketing and customer support function using a single software pacakge and a centralized database ?
We can collect the data and launch different promotion and activities to increased customer satisfaction. We interactive in the internet can reduced direct-marketing costs cause we can employ fewer employee to do the research. It is more effective to the marketing and lower costs for customer aquiaition/retention so that let sales revenue is increased.
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The benefits listed are OK, however it would be good to provide some supporting explanation. For example, why would custotmer satisfaction be increased if sales/marketing/customer support employees all used the same software and the same database to do their job ?
回覆刪除Hi Sophie, noted your revised answer. Another benefit to integrating sales, marketing, customer support is that all three areas will now have standardized and consistent information about each customer. This helps the firm treat each customer in a consistent way also, regardless of which department he/she is talking to.
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