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.
This is a good start. You can also mention that when marketing refers a potential customer to the sales team, they are still able to track what happens to that potential customer afterwards to find out if the referral was successful (e.g. did the sales team successfully convert the referral into an actual paying customer ?) This helps marketing analyze how effective their sales leads are as well.
回覆刪除For Q1, examples of customer data elements would be name, phone number, flights taken, average flights a year and so on.
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