customer relationship management (crm) – airline
TRANSCRIPT
CRM
Javed Habib
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WHAT IS CRM?
Aims at:Maintenance of long-term
relationships with customers.Retention of customers.Customized services.
Major tool for CRMMaintenance of customer database.
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CRM PROGRAMMES
Loyalty programmes.Memberships.Discount coupons.Personal e-mails.
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) – AIRLINE INDUSTRY
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UNDERLYING PRINCIPLE OF CRM IN AIRLINE INDUSTRY
Those airlines that can effectively attract, serve and retain the best customers will see significant positive effects on their profitability.
The deeper the relationship the airline holds with these customers, the more opportunities there will be for selling additional products and services.
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UNDERLYING PRINCIPLE OF CRM IN AIRLINE INDUSTRY
Those airlines that can effectively attract, serve and retain the best customers will see significant positive effects on their profitability.
The deeper the relationship the airline holds with these customers, the more opportunities there will be for selling additional products and services.
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CRM MODEL
Input metrics – measures of quality of service, accuracy, thoroughness.
Process metrics – measures of behavior of flight attendants or activity proven to link to good performance
Output metrics – Quantifiable things that can be counted such as repeat customers, new customers acquired, gross margin , sales revenue, partnerships with important customers.
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METRICS FOR AIRLINE CRM
Targeting: A key metric is how well employees target the critical passenger needs in their markets.
This data can be gathered through existing reporting systems, including those that keep tabs on employee-passenger interactions.
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METRICS FOR AIRLINE CRM
Tactics: How many opportunities employees create to maximize the value of passenger interactions is another key metric.
Key Questions: How is the passenger approached, in terms of time, place, manner and distribution channel? How effective is the Web site? Which passengers go through a travel agent and why? How effective is the opening of a new market? How many new passengers attended? How many of these new passengers are now members of the frequent traveler program?
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METRICS FOR AIRLINE CRM
Routines: These are best measured in terms of an employee's use of time, especially time spent with passengers. Many of the tracking systems in place in the airline reservation systems today can be accommodated to measure the quality and sophistication of employee routines.
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METRICS FOR AIRLINE CRM
Professional Development: Human resources systems are a useful source and often can be configured to keep tabs on training, seminars and continuing education units absorbed by each employee.
As the target and tactic metrics reveal gaps, management can identify specific professional development needs.
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METRICS FOR AIRLINE CRM
Rewards: Likewise, incentive and reward systems can be adapted to reward activities that drive value, not just volume. Reducing the cost of servicing low-value passengers.
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TRAVEL AND TOURISMHuge amount of business is
expected from this Industry.Increase in the disposable income
of the people.Most state governments in India
have entered the fray.
TRAVEL AND TOURISM
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CRM IN TRAVEL AND TOURISM Helps to maintain customer’s loyalty. Perform more competitively in their
dynamic marketplaces. CRM supports the most demanding
sales, marketing, and customer service requirements of this industry .
CRM empowers customer-facing professionals with unmatched levels of reliability, scalability, and user acceptance
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E CRM IN TOURISM SECTOR CRM/ E-CRM enable to retain a one-
one relationship with the customers – a step towards customer loyalty
“Customers loyalty, has always been valuable But today it has become vital for success”
Sumeet Kanpur, CEO, Global Groupware
solution.
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COMPONENTS OF E-CRM
Call Centre automation (e-CALL CENTER)
Sales automation (E-SALES) Service automation (E-SERVICE) Marketing automation (E-
Marketing)
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INTERNET IN TOURISMGlobal exposure through Internet
has triggered off a desire to travel overseas
There is an increase in the number of Internet users using services to get driving directions, maps, for place to stay, for things to do, airline schedules, travel packages etc.
CRM PRACTICES IN HEALTH CARE INDUSTRY
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INTRODUCTION
The Health Care sector is now opting for Customer
Relationship Management (CRM) in its daily application
because to provide efficient service to the patients .The
hospitals need to retain their customers for long.
CRM enables the health care industry to get essential
customer information and use it as efficiently as possible.
CRM thus enables the health care sector to improve patient
health, increase patient loyalty and patient retention and add
new services as well.
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CRM HEALTH CARE SERVICE INCLUDES:
Strategic Planning Communication Services Consulting Services CRM for physicians Database Construction Predictive Segmentation Communications Strategies
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HERE'S HOW CRM HELPS THE HEALTH CARE SECTOR: CRM Aids Customer Service
CRM provides the organization with the chance to acquire and retain customer relationships. Millions of patients or customers are being contacted daily through phone, e-mail, fax, and face to face interactions. All these increase the need for an affective and well coordinated customer approach. CRM Healthcare supports the call centre by providing customer service representatives with essential customer information. This helps the health care sector to access critical information and deliver value to customers.
Health Care CRM Boosts Sales and Marketing
CRM Healthcare helps sales professionals to forecast business and increases the existing sales effectiveness through excellent customer approaches. It facilitates sales in that it enables the sharing of information across sales teams ,increases and hangs onto existing sales leads and ultimately provides excellent sales as well as after sales support.
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CRM AIDS IN OVERALL PROFITABILITY
CRM helps the health sector to reduce operating costs, reduces errors, and facilitates better relationships with patients. While improving overall efficiency it assists in supplying medical professionals and their patients with a means by which they can communicate effectively. It also maintains a comprehensive database of health care providers, thus enabling health care organizations to affectively manage their relationships with them.
Health care organizations using CRM can easily sell their products right across the globe on account of its sales enhancing capacities. CRM products enable increased efficiency, better health, and increased customer retention. The role of CRM in health care is thus diverse and crucial making it an absolute perquisite for the industry.
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MARKETING STRATEGY
Pizza hut says : We want to satisfy our customer by offering
them “ The Best “.
Be C.H.A.M.P.S ( Cleanliness,Hospitality,Accuracy,Maintenance , Product quality and Speed )
You will Find 3F’s at Pizza Hut (Fun, Friendly and Familiarity )
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CRM @ PIZZA HUT1. PIZZA HUT GIFT CARD2. ONLINE ORDER3. REMOVAL OF TRANS FATS4. NEW CHILDREN’S MENU5. STAFF TIPS6. PIZZA HUT GOES VOIP7. RETENTION AND REWARD 8. WITH AXIS BANK DEBIT CARD9. WITH CITIBANK DEBIT CARD-1/2 PRICE
WEDNESDAY 2 ND AT HALF THE PRICE.
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ORDER ONLINE YOUR OWN PIZZA
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ORDER FROM MOBILE
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CARDS AND COUPON'S
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SPECIAL DAY OFFERS
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ENDORSEMENT ACTIVITY
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WALKING THE TALK” WITH YUM! PRINCIPLES
Customer Focus Belief in People Recognition Accountability Excellence Positive Energy Team work
THANK YOU!