Customer Relationship Managment

Views:
 
     
 

Presentation Description

No description available.

Comments

Presentation Transcript

Slide 1:

Alisha Payton In the Hospitality Industry C USTOMER R ELATIONSHIP M ANAGEMENT

Slide 2:

The Westin Hotel . . . circa 1995

What is CRM?:

What is CRM? Evolution of database marketing of the 1980’s Immobile customer data managed by Data mobilized to be interchangeable amo

:

Quality management tool to improve customer relationships Optimizes customer relationships by¹ Reducing costs Increasing profitability Solidifying customer loyalty ¹ destinationcrm.com, 2002 What is CRM?

How does it work?:

How does it work? Database of customer information accessed by² Sales Operations Management Customer Support Accounting The customers themselves Which allows for ²isixsigma.com, 2002

How does it work?:

How does it work? Interconnected database of customer data available for all to Make projections of customer demands Develop & target marketing offerings Address complaints Maintain loyal satisfied customers

Types of CRM:

Types of CRM Operational Direct customer interaction Analytical Evaluation of customer interaction data Collaborative Enabling of various customer interaction channels

Examples:

Examples Holiday Inn Marriott Starwood Hotels

Slide 9:

The Westin Hotel . . . ten years later

Slide 10:

The Westin Hotel . . . ten years later

authorStream Live Help