Role of CRM in Retail CRM has been defined as a process; as a strategy‚ a philosophy‚ a capability‚ or as a technological tool .However‚ CRM is definitely more than just technology. While technology is a key enabler‚ it is only a means to the end and most authors view CRM as a combination of strategy and information systems focusing company’s attention on customers in order to serve them better (Chan‚ 2005). CRM is considered to unite the potential of relationship marketing strategies and
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Carnival Corporation promotes its name and brands through iconic advertisements that serve to make audience connected to the ocean. According to Arnold Donald‚ CEO of Carnival‚ the goal of the commercials is “to convince those who have never cruised to give us a chance to show them why over 10 million people a year sail on one of our nine brands and why so many of our guests cannot wait to sail with us again.” To achieve this goal‚ Carnival has been utilizing many advertising methods including traditional
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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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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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CARNIVAL CORPORATION & PLC PORTER’S 5 FORCES Porter’s 5 forces model allows to analyse the factors outside the Cruise industry that influence the nature of Carnival competition within it‚ the forces inside the Cruise industry that influence the way in which Carnival compete‚ and so the company’s likely profitability. With an understanding of where power lies‚ Carnival can take advantages of a situation of strength‚ improve a situation of weakness and avoid taking wrong strategies. Porter has identified
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them refuse to accept their age and long to be younger‚ or older in Jim’s case. They become exasperated with the limitations of their age‚ and cannot accept the fact that age is not able to be changed. However‚ when the carousel arrives they have to restrict their temptations. Therefore‚ throughout the story‚ acceptance is shown by the actions of the characters in the carnival‚ as well as the people being recruited by the carnival. The first way acceptance is shown is through Charles Halloway. He exemplifies
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Carnival Cruise Ship Triumph Brenda Wells BCOM/275 October 14‚ 2013 Kimberly Boyd Carnival Cruise Ship Triumph Carnival Cruise Ship Triumph caught fire February 10‚ 2013 leaving 4‚200 passengers stranded with poor living conditions. Many people were affected by the ship’s fire including the passengers‚ crew‚ and family members at home. The company faced many future issues such as loss of future passengers‚ employee relations‚ and government scrutiny of the fleet’s future safety. The
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Royal Caribbean Cruises‚ LTD: A Case Study 1. Using the Information Systems Triangle as a framework‚ evaluate the alignment of RCCL’s business strategy‚ organizational strategy‚ and information systems strategy before Tom Murphy became CIO and then after Tom Murphy took over as CIO (up to 9/11/2001). Prior to Tom Murphy’s tenure as CIO‚ Royal Caribbean Cruises Line’s (RCCL’s) business strategies were not fully aligned with the organizational and IT strategies. Tom Murphy was instrumental in bringing
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Case Study – Cunard Line‚ Ltd. Problem Cunard is facing a problem as to whether their marketing efforts should go towards tactical promotions or if they should be applied to marketing the overall brand while facing the effects of a recession. Analysis Overview Cunard Line Ltd. is a cruise line that represents luxury and class providing four to five star cruise ship options. Their overall target market is mature adults with mid to very high income-levels. A lot of the marketing efforts put forth
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Subway CRM Project 1.0 Executive Summary: Subway is a sandwich fast food restaurants which has 260 stores in New Zealand. Application of CRM can facilitate the management‚ CRM project including ICDC model‚ identify the touch points ‚ Servqual level analysis‚ Gap Theory analysis‚ suggestions and recommendations. The CRM strategy properly executed‚ it will help Subway to better understand the customer and manage customers‚ improve the ability of its competition ability and development of the
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