Session 3: Assignment One Question

This week we talked about Customer Relationship Management (CRM) as a process and as a software application. Based on the CRM concepts learned, answer the following questions:
1) 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?

Ans:

Below data elements will be generated:

• Title
• Family/Last name
• Given/First Name
• Email
• Contact number
• Frequent Flyer Programme/ Frequent Flyer Number
• Meal preference
• destination
• return date and time
• trip type (one way or round trip)
• class (economy, business or first class)
• payment method

For customer:

The system will save customer's data automatically after the first reservation completed. It make the process of making a reservation more convenience and efficient

For company:
Above information can help airline companies to analyse customer data in a timely and efficient manner. It helps companies to keep improve their service to satisfy customer's needs

2) What are the benefits of integrating the sales, marketing and customer support function using a single software pacakge and a centralized database ?

Ans:

-Increased customer satisfaction
-Reduced direct-marketing costs
-More effective marketing
-Lower costs for customer aquiaition/retention
-Increased sales revenue
-Lower churn rate
CRM can help company to expand customer base, improve customer loyalty & also increase the productivity of customer relationships.