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 ?
Customers' personal information such as name, sex, special remarks. Customers can making a reservation eaily since the staff can search their name to get all of the other information. Customers do not repeat all of those every reservation. Special remarks can show to customers how take care by the airline firm. It can build up the good image of the company.
Flying history. It should be record the destination and date of their each flying. This action can be arrange the flight eaily and fastly. Also check the frequency and count the miles of flying. Customers will have a discount by those accumulate miles and may keep the long-term relationship.
What are the benefits of integrating the sales, marketing and customer support function using a single software package and a centralized database ?
A single software package can combine all data/information from different department and share with the same system. it call customer relationship management(CRM) system. CRM is a method of interaction with the customer to build up the long-term relationship.
Using this system, sales staffs' productivity can be increased and it can assign and manage customer servise requests. For the marketing, it also managa marketing campaigns and analyze the results and identifies opportunities for cross-selling , up-selling and product bundling.
What kinds of information do sales, marketing and customer support need to share or pass on to each other ?
回覆刪除Dear Jenny,
回覆刪除Information such as customers' interests,buying frequancy, complaint details that can fallowed by marketing to change their marketing plan and improve their marketing performance.
Item details also show in the system. Staffs can answer the phone call by customers with these information. It improves the customer service to be more efficiency.