Customer Relationship Management Report
Customer Relationship Management Report
Ritz Carlton
Table of Contents
Title Page
Introduction ----------------------------------------------------------------------------- 3
Literature Review----------------------------------------------------------------------- 3
Methodology------------------------------------------------------------------------------ 4
Critical Analysis--------------------------------------------------------------------------- 6
Conclusion --------------------------------------------------------------------------------- 7
References---------------------------------------------------------------------------------- 8
Appendix------------------------------------------------------------------------------------ 9
Introduction
This report gives a clear understanding of the Customer Relationship Management (CRM), service function and its importance within the hotel industry. It further gives an insight of how it is being effectively practiced at Ritz Carlton. The report explains in detail certain aspects such as, customer service function its importance and implications. It further explains how service provided within the manufacturing industry differs from the service industries. Adding to this, the report also explains how services can create value for customers and the major service function in the luxury hotel industry. Finally, the report explains how Ritz Carlton has adopted these concepts of CRM within the organization.
Literature Review
Customer service is a care given to customers, and comprises of organizational deeds virtually could be refers to as natural structures operations. Customer service quality and customer satisfaction are certainly the two essential ideas that are at the core of the marketing theory and practice. In today’s world of intensive rivalry, the key to maintainable competitive advantage
Ritz Carlton
Table of Contents
Title Page
Introduction ----------------------------------------------------------------------------- 3
Literature Review----------------------------------------------------------------------- 3
Methodology------------------------------------------------------------------------------ 4
Critical Analysis--------------------------------------------------------------------------- 6
Conclusion --------------------------------------------------------------------------------- 7
References---------------------------------------------------------------------------------- 8
Appendix------------------------------------------------------------------------------------ 9
Introduction
This report gives a clear understanding of the Customer Relationship Management (CRM), service function and its importance within the hotel industry. It further gives an insight of how it is being effectively practiced at Ritz Carlton. The report explains in detail certain aspects such as, customer service function its importance and implications. It further explains how service provided within the manufacturing industry differs from the service industries. Adding to this, the report also explains how services can create value for customers and the major service function in the luxury hotel industry. Finally, the report explains how Ritz Carlton has adopted these concepts of CRM within the organization.
Literature Review
Customer service is a care given to customers, and comprises of organizational deeds virtually could be refers to as natural structures operations. Customer service quality and customer satisfaction are certainly the two essential ideas that are at the core of the marketing theory and practice. In today’s world of intensive rivalry, the key to maintainable competitive advantage
References: Ndaa (2012). Customer Value Proposition –The Basis of an Organization’s Strategy [online]. Available from :. [Accessed 18 February 2013]. Webb (2010). Most of what you need to know about Hotels An Overview [online]. Available from: . [Accessed 18 February 2013]. Countryman, Jang (2006). The effects of atmospheric elements on customer impression: the case of hotel lobbies. International Journal of Contemporary Hospitality Management. 18 No. 7, pp.534-535. Sureshchandar, et Verrill, A. (2012) The Secret to Ritz-Carlton’s Customer Service Mojo Available at: http://csi.softwareadvice.com/the-secret-to-ritz-carltons-customer-service-mojo-1101012/ (Accessed on 12th February 2013) Cline, P Ritz Carlton, (2013) Gold Standards Available at: http://corporate.ritzcarlton.com/en/About/GoldStandards.htm (Accessed on: 20th February 2013) Malcolm, Peel, 2007 Jen-Te Yang , 2004.” Journal of Knowledge Management,. ‘‘Job-related knowledge sharing: comparative case studies’’, A problem shared: following in the footsteps of Marriott and Ritz-Carlton, 8 No. 3,, pp. 118-26, ISSN: 1367-3270. Trip Advisor, 2013