List the customer data elements generated when a customer interacts with an airline by (a) making a reservation, (b) using frequent flyer miles, and (c) completing a flight. How does information from CRM improve these interactions ?
- Personal information (name,address,age,nationality,phone no. ,e-mail),
- Departure and return date (length of the trip),
- Destination (e.g. Australia, New York),
- Type of class (Economy, First Class),
- One-way or Two-ways return,
- Payment method (credit card, cash, e-payment),
- Membership data (ID, redeem points),
- Travel history (where have you been?).
By using the CRM, we can fact find all the customer's data, understand their needs and satisfy it. For example, from the membership record, we know the regular place where the customer always goes to (e.g. England). We can send some information about the England to the customer through E-mail. Moreover, we can promote some discount travel package to the customer as well. Furthermore, we also can recommend some short distance trip to the customer where close to the England. Therefore, CRM can improve the revenue of the company, satisfy customer's needs and enhance the long-term relationship with customer.
What are the benefits of integrating the sales, marketing and customer support function using a single software package and a centralized database ?
- Improve the customer relationship
- Reduced the cost
- Easier to control and monitor
- Increase the revenue of the company
- Make tasks more effectively and efficiently
Q1 answer is complete and comprehensive. For Q2, some supporting explanations can be added to some of the bullet points. For example, how can sales/marketing/customer service work better together if they all use the same CRM software package ?
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