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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perception of CRM initiatives in the Indian Banking Sector Vanisha Oogarah-Hanuman Lecturer Faculty of Law and Management University of Mauritius Sharmila Pudaruth Lecturer Faculty of Law and Management University of Mauritius Vinod Kumar Research Scholar Department of Management Studies School of Management Pondicherry University Victor Anandkumar Reader Department of Management Studies School of Management Pondicherry University ABSTRACT Purpose: To investigate the front-end effectiveness of CRM strategies
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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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analysis of Zara - fast fashion Structure of paper analysis: ∙Description of Zara ∙Achievement and core competence ∙Problem analysis ∙SWOT of Zara ∙Recommendation ●Description of Zara Zara was founded in La Coruna in 1975‚ which is one of the largest international fashion brands of Inditex. At 1985‚ the Inditex became the holding company atop Zara and other retail chains. The customer is at the heart of the Zara’s business model. Zara use the
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Company Case: Zara: The Technology Giant of the Fashion World Identification of the Problem/s or Issue/s Zara‚ a Spanish-based chain owned by Inditex‚ is a retailer who has taken a new approach in the industry. By owning its in-house production‚ Zara is able to be flexible in the variety‚ amount‚ and frequency of the new styles they produce. With their unique strategy‚ Zara has the competitive advantage to be sustainable. In order to maintain that advantage and growth they must confront certain
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Zara is the flagship brand of the Spanish retail group‚ Inditex SA‚ one of the super-heated performers in a soft retail market in recent years. When Indtiex offered a 23 percent stake to the public in 2001‚ the issue was over-subscribed 26 times raising Euro2.1 billion for the company. Zara is unique model in business world today it has its own principles which may varies from its competitors in the same industry starting from production strategy ending with supply chain management strategy‚ these
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