1) 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 ?
Answer: Collect those informations, like customer name, contact details, seating preferences, flight itinerary, feedback, etc. Can build up long -term emphasis with customer. Let customer know that they care about all customer's need. 2-way communication and collaboration. continuing transactions and so on.
2) What are the benefits of integrating the sales, marketing and customer support function using a single software pacakge and a centralized database ?
Answer:
When using in package software, that can save more time & resources.
Also can let colleague whatever come from different team read the order/ details at once.
Help sales staff increase their productivity.
Assign and manage customer service requests.
Manage marketing campaigns and analyze the results.
CRM identifies opportunities for cross-selling, up-selling and product bundling.
