the process of CRM. The last section discusses CRM‚ the main ideas behind it and how Data Mining fits in the process of CRM. Subsequently with the various Data Mining tools like Market Basket Analysis (MBA) and cluster Analysis etc .relevant to CRM and various live cases of different firms related to effective CRM
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considerable maintenance cost (60 Millions/year); • kept in house because Hilton believes its capabilities generate a competitive advantage. One of the applications supported by OnQ is the CRM program that manage all the information and preferences of Hilton’s customers. Initiative Objectives/Benefits OnQ and CRM were implemented to : • standardize the service level in all the hotels in the different brands; • provide a holistic view of the customers; • track and make easily available information
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CRM EXAM REVIEW Q1 1.1 The definition of CRM The systematic combination of people ‚processes and technology that is designed to enable an enterprise to find ‚acquire‚and retain customers 1.2 Globalization Extensive competitors Widespread usage in internet Record the customers information in 360 view Q 2 2.1 Mass Marketing vs Relationship Marketing Mass Marketing: is a market coverage strategy in which a firm decides to ignore market segment differences and go after the whole market
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10/24/2014 Nike’s CRM Nike manufactures shoes also athletic clothing such as shorts‚ shirts‚ jackets and under armors; wristbands‚ bag packs‚ jerseys and socks are also sold by Nike (Rao‚ 2012). The Nike slogan‚ Just Do It‚ have placed it’s brand in the mind of consumers‚ through the recognition of it’s products and promotional tools used worldwide (Rao‚ 2012). Customer Relationship Management (CRM) is focusing on meaningful‚ long term relationships and
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process and give an elaborate framework of the same. 10. Keeping in mind the present scenario‚ what do you think would be the future trends in customer relationship management in the aviation sector ? 11. Distinguish between CRM and e-CRM. Explain the process of implementation of e-CRM. 5591 B.B.A. ( Aviation‚ Tourism and Hospitality Management ) DEGREE EXAMINATION‚ 2010 ( SECOND YEAR ) ( PART - III ) ( PAPER - V ) 230. CUSTOMER RELATIONSHIP MANAGEMENT ( Including Lateral Entry ) December ] [ Time
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establishment of the MTR Club. It is a customer database that provides MTR with a powerful and effective marketing platform to weight on customer needs‚ usage patterns and preferences‚ therefore adding more value to its loyal customers for repeat patronage. CRM Programs Customers need a clear view of the company they intend to travel or stay with. MTR up-selling and cross-selling its existing customers through values of quality and reliability by presenting those values effectively‚ to confirm the loyalty
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A Project Report On “CRM practices in Retail Sector” Submitted to: Prof. Sushil Chaurasia Tolani Institute of Management Studies Submitted by: Neha Das Retail sector is one of India’s fastest growing sectors with a 5% compounded annual growth rate. Retail is India’s largest industry. It accounts for over 10% of the India’s GDP and around 8% of the employment. Driven by changing lifestyles‚ strong income growth and favorable demographic patterns‚ Indian retail is
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Group Case 1 Group 5 2/27/13 Microsoft Dynamics Customer Solution Case Study: Nonprofit Empowers Team‚ Markets More Effectively with Association Management Solution Background of the Organization National Middle School Association is a nonprofit organization. They have 25 employees that provide professional development‚ journals‚ books‚ research‚ and information to middle school teachers in the United States. NMSA generates about $6.5 million a year in revenue through membership fees
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Our CRM solution for telecom helps carriers maximize account potential‚ increase customer satisfaction and boost revenues. This is achieved by streamlining processes and consolidating customer defragmented data spread across multiple systems‚ on a single powerful technology platform. CRMnext enables a seamless transformation from a product-centric to a customer-centric organization required to succeed in a competitive market. Background Telecoms continue to face stiff revenue targets spread across
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* Introduction Meaning of customer relationship management (CRM) 1. A management philosophy according to which a company’s goals can be best achieved through identification and satisfaction of the customers’ stated and unstated needs and wants. 2. A computerized system for identifying‚ targeting‚ acquiring‚ and retaining the best mix of customers. Customer relationship management helps in profiling prospects‚ understanding their needs‚ and in building relationships with them by providing the
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