CRM EXCELLENCE AT KLM ROYAL DUTCH AIRLINES | | | | | ----------------------------- ------------------------------------------------- Submitted To: ------------------------------------------------- Sir Kamran Maqbool | Question: 1: Why do you think KLM won the Gartner 2004 CRM Excellence Award? Introduction KLM Royal Dutch Airlines is an international airline operating worldwide with home base Amsterdam Airport Schiphol‚ The Netherlands‚ as most incumbents of the European
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methods‚ strategies‚ software and other web-based capabilities can be used by an organization to improve its customers’ knowledge in term of products and services provided. It is called Electronic Customer Relationships Management (Chaffey‚ 2009). E-CRM can also improve its product value-added provided to their customers as it can satisfy customers’ sophisticated demand by capturing‚ integrating and distributing data gained by that organization at its Website (Shan and Jea‚ 2003). Because of e-CRM’s
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com to compete in the general consumer online auction market against eBay in China. After four years of an intensive and expensive battle‚ eBay withdrew from China completely. In about 200 words‚ describe the advantages Alibaba.com might have had over eBay in this new market‚ and then describe the advantages eBay might have had over Alibaba.com. Be sure to discuss lock-in effects where appropriate. Alibaba has advantages over eBay. Alibaba is already well known in their country. Alibaba’s Fees were
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verson7/29/13 CRM Implementation in HSBC | G-CEM Jul 29‚ 2013 About Us TCE Evaluation CEM Certification eWorkshop Latest Events Latest Download Annual Awards Annual Forum Global Advisors Resources Articles & Cases Contact Us Registration Update Profile CRM Implementation in HSBC A CRM Case Study Yuen Po Shan‚ Polly www.gcem.org Nowadays‚ quality service is the main goal for most of the business organizations in this challenging and fast changing commercial world. Customer satisfaction is one of the main concerns for them
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eBay: Connecting in China December 1‚ 2005 The Problem: Causes and Symptoms The problem for eBay is how to factor the new Chinese business landscape‚ its conditions‚ culture and constraints so that it can penetrate into the large Chinese market. This is the challenge identified because Whitman‚ the company’s CEO‚ has announced that the goal for the company is to reach the $3 Billion sales level by 2005. In order to reach this new milestone‚ the company would need to look for key markets
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conclude‚ the scope and the limitations to the dissertation will be articulated. 1.1 BACKGROUND The dawn of the 21st century has seen the growing implementation of customer relationship management (CRM) by organizations. Regardless of their size‚ organizations have been optimistic to employ CRM to generate and maintain the relationship with customers in a more effective manner‚ in turn to develop a comparative advantage with competitors. According to Ndubisi and Wah (2011)‚ customer loyalty and
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The Quantitative Strategic Planning Matrix (QSPM) Enhance security features: The sellers’ details will be provided to the buyer upon payment Enhance security features: The sellers’ details will be provided to the buyer upon payment STRATEGIC ALTERNATIVESAdd feature daily necessity groceries Add feature daily necessity groceries | Key factors | Weight | AS | TAS | AS | TAS | Opportunities | 1) The need for substantial resource investments in technology and marketing in order to
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CONTENTS INTRODUCTION OF VIDEOCON WBCMS VIDEOCN GENESIS CRM * Steps followed at genesis * Customer detail KPI ANALYASIS TAT REPORTS CONCLUSION INTRODUCTION— Videocon has wide range of appliances ranging from dth‚ refrigerator‚ led‚ ac etc. To provide customer support Videocon employs specially designed CRM software called WEBCMS. Videocon has customer support centre throughout the country to provide its services. CRM software not only to provide better services to its customer
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being sold on the website. The main use or objective of the business is to make sure that the tangible goods which are sold on the website can be traded in a safe and a secure manner without inconvenience to the consumers. The most important role for eBay in this entire process is to simulate and maintain the strength of the various virtual ties of the organisation which can lead to safe and secure transaction of the
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April 2011 Abstrac t —Cus tomer re lationship management (CRM) has the potential for achieving succe ss and growth for organizations in the nowadays environment of extensive competition and rapid technological developmen t. CRM enables organizations to know their customers better and to build sustainable relationships with them. However‚ CRM is considered as buzzword and it is not understood well. The main components of CRM are people‚ technology‚ and processes. This paper provides
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