| | Wang Qin | BB11170684 | | 1.0 Research Topic Factors that affect customer satisfaction in the hotel industry. 2.0 Research Background The English word “hotel” derives from the French word hôtel (coming from hôte meaning host). It refers to a townhouse which is any building that is frequented by seeing visitors. A hotel is an establishment which provides lodging for a paid short term basis. Kotler (1996) defined customer satisfaction as “the level of a person’s felt state resulting
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P23 01/18/2011 ------------------------------------------------- Customer relationship management ------------------------------------------------- Assessment N°1 Word count: 2035 Lesson leader: Dan Bennett The customer relationship management is defined as a widely-implemented strategy for managing a company’s interactions with customers‚ clients and sales prospects. It involves using technology to organize‚ automate‚ and
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many companies use CRM strategy to oversee the activities of the customers (Ngai‚ 2005; Chen & Popovich‚ 2003; Mendoza‚ et al.‚ 2006 cited in Mosadegh & Behboudi‚ 2011). The processes and the technologies in the traditional CRM is designed to maintain relationships for potential repeat purchases. Customer management is based on the operational responses‚ which is from the sales‚ marketing and customer services sections. Data and information collected from the customers are processed in the CRM
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Assess the significance of strategic concerns in influencing Britain’s relationship with its African empire in the period c1870 – c1981 The last three decades of the 19th century saw an unrelenting wave of expansionist policy followed by most‚ if not all of the major European powers over the African continent‚ and so has been dubbed as the “Scramble for Africa”. France‚ Belgium‚ Portugal‚ Germany‚ Italy and Britain all laid claim to vast swathes of African land and by the turn of the century controlled
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Definition CRM CRM is a core business strategy that integrates internal processes and functions‚ and external networks‚ to create and deliver value to targeted customers at a profit grounded on high-quality customer-related data and enabled by information technology (book) Types of CRM Strategic CRM: customer-centric business strategy Dedicated to winning and keeping customers by creating and developing better value than competitors.Product oriented: customer choose products with best quality‚ performance
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Sundström Västerås‚ 2010-06-04 Customer Relationship in Tourism Industry --- A case study of Swedish travel agency Group 2546: Yanfei Yan Jie Yang Abstract Title: Customer Relationship in Tourism Industry – A case study on a Swedish Seminar date: 4th of June‚ 2010 Level: Bachelor thesis in Business Administration‚ Basic level 300‚ 15 ECTS Authors: Yanfei Yan‚ Jie Yang Supervisor: Angelina Sundtröm marketing mix‚ service quality‚ customer satisfaction‚ customer retention. travel agency‚ Resia
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Business Administration-MBA Semester 4 MK0006 – Services Marketing and Customer Relationship Management - 2 Credits (Book ID: xxxxxxx) Assignment Set- 1 (30 Marks) Note: Each question carries 10 Marks. Answer all the questions. Q.1 a. What do you mean by physical evidence in services? Give examples. (5 marks) b. Write a note on service development. (5 marks) Q.2 a. Briefly explain the terms “customer expectation” and “customer perception”. (6 marks) b. What are the different bases for segmentation
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1 Marketing: Managing Profitable Customer Relationships GENERAL CONTENT: Multiple-Choice Questions 1. Central to any definition of marketing is _____. a. demand management b. transactions c. customer relationships d. making a sale e. making a profit (Answer: c; p. 5; Easy) 2. All of the following are accurate descriptions of modern marketing today‚ except which one? a. Marketing is creation of value for customers. b. Marketing is customer satisfaction at a profit. c. Selling
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CUSTOMERS RELATIONSHIP MANAGEMET AT TESCO A Must‚ Every Customer Wants to be satisfied 7/7/2011 Name: Table of Contents Chapter 1. Executive Summary ….….………………………….………………3 Chapter 2. Literature Review……………………………………………………4 Chapter 3. Limitations to Research……………………………………………..6 Chapter 4. Research Methodology……….……………………….….…..……..7 Chapter 5. Research Findings and Results ……………...……..…………………9 Chapter 6. Evaluation…………………………………………………………...10 References …………………………………………………………………………………………
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Running head: Customer Relationship Management Systems Customer Relationship Management Systems Author Note: This paper was prepared for Introduction to Information Systems‚ Fall 2013 Abstract Customers have become increasingly aggressive in their demands for superior quality‚ but also for quick to respond service. Customer relationship management is the response to this growing need. In this paper‚ we will learn about the different types of CRM systems‚ their
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