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Customer Relationship Management Lufthansa
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Book Synopsis Customer Relationship Management: Lufthansa by : P. Schulz et al.
Download or read book Customer Relationship Management: Lufthansa written by P. Schulz et al. and published by GRIN Verlag. This book was released on 2008-08-22 with total page 44 pages. Available in PDF, EPUB and Kindle. Book excerpt: Project Report from the year 2007 in the subject Business economics - Customer Relationship Management, CRM, grade: 86%, Macquarie University (Graduate Accounting and Commerce Centre), course: MKTG814, Managing Customer Relations (post-graduate unit), 19 entries in the bibliography, language: English, abstract: Lufthansa is Germany’s aviation flagship company and also one of the major airlines operating on a global scale. Established in 1926, Lufthansa currently is one of the biggest members and also founders of the Star Alliance, the world’s most important airline cooperation. Divided into five strategic business segments (passenger business, logistics, Maintenance Repair Overhaul, catering and IT services), the following report will focus on the passenger business segment and Lufthansa’s activities in terms of customer relationship management (CRM) in this division. Being one of the first airlines to have established a customer loyalty program, Lufthansa successfully runs its frequent flyer concept Miles & More (Lufthansa, 2007). In a competitive environment like the aviation business, relying on a loyal customer base which generates a major part of the company’s revenue is one of the key drivers for success. Due to cost pressure in the late 1990 ́s and the crisis in the aviation business after the terror attacks in 2001, airlines more than ever before recognized and appreciated the value of a relationship to its important profitable customer segments. Thus CRM strategies have become increasingly relevant for Lufthansa and other airlines. Lufthansa’s CRM strategy in the passenger business segment is concentrated within the Miles & More program. Different statuses of memberships are designed to attend to customers throughout the stages of customer’s lifetime and therefore represent the value of the customer for the company. Beneath the Miles & More surface, an accurate value chain is required. The value chain contains Lufthansa ́s Customer Portfolio Analysis, IT and Database Integration, Value Proposition Development and Customer Lifecycle Management. These factors combined enable Lufthansa to create a state of the art CRM system.
Book Synopsis Customer Relationship Management in the Airline Industry by : Volker Schmid
Download or read book Customer Relationship Management in the Airline Industry written by Volker Schmid and published by GRIN Verlag. This book was released on 2011-12 with total page 37 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2005 in the subject Business economics - Customer Relationship Management, CRM, grade: A, University of Teesside (Teesside Business School), course: Customer Relationship Management, 22 entries in the bibliography, language: English, abstract: To analyse the consumer behaviour presents an important criteria to be successful in the airline industry. This text gives answers to most relevant questions regarding consumer behaviour, using Air Lingus as an example. Finally, it includes a plan to implement a relationship marketing programme.
Book Synopsis Customer Relationship Management by : Dr. Pallavi (Joshi)Kapooria
Download or read book Customer Relationship Management written by Dr. Pallavi (Joshi)Kapooria and published by Idea Publishing. This book was released on 2017-08-14 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this era of customer sovereignty, the key to success is to be customer-centric to the core and divert optimum resources towards identifying the right customers and catering to their service needs so as to leverage the relationship with a long-term perspective. In the fierce marketplace, the prime factor that will prove to be a sustainable differentiator is customer loyalty. Marketers must connect with the customers – inform, engaging and energizing them in the process to capture the customers and win over the competition. This book will give an insight into such aspects of CRM and help an organization to develop an apt strategy and build an infrastructure that absolutely must be in place before they can begin to understand the customers and start delivering effective loyalty programs. It emphasizes on the fact that the loyalty is built on trust which results from the total experience that a customer has with your organization throughout the customer lifecycle. This book will primarily cater to the management students who are aspiring managers keen to explore the world of endless opportunities of Marketing & Brand Management. It will provide them with an insight into the core concepts of CRM and equip them to successfully mark their corporate debut. This book also intends to cater to the corporate professionals who are planning to invest in a Customer Relationship Management program. I hope that we will be able to build a relationship through my investment in writing this book and your investment in reading it. Since a relationship is two-way, I hope that we can benefit from each other’s experiences. I would be glad to hear from you, please do share your experience and feedback at [email protected]
Book Synopsis Customer Relationship Management by : Gerhard Raab
Download or read book Customer Relationship Management written by Gerhard Raab and published by CRC Press. This book was released on 2016-05-13 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Relationship Management is the first book to explore the benefits to the firm of a globally integrated approach to the management philosophy of Customer Relationship Management (CRM). The best hope for achieving a sustainable competitive advantage in a global marketplace is by means of better understanding which customers are in the best position to experience long-term, profitable relationships for the globally oriented firm. This book offers both an academic and a practical viewpoint of the importance of CRM in a global framework. It integrates the topics of knowledge management, total quality management, and relationship marketing with the goal of explaining the benefits of CRM for internationally active firms. The authors have included six case studies which allow the reader to undertake the role of CRM consultant in a 'learning by doing' approach. The book should be required reading for all business executives who desire a customer-oriented approach to success, and for all students of business who desire to gain insight into a relationship management approach which will become ever-more important in the years ahead.
Book Synopsis Success Factor: Corporate Culture by : Sonja A. Sackmann
Download or read book Success Factor: Corporate Culture written by Sonja A. Sackmann and published by Verlag Bertelsmann Stiftung. This book was released on 2011-06-27 with total page 255 pages. Available in PDF, EPUB and Kindle. Book excerpt: Do corporate culture and leadership contribute to a firm's success? And if so, how? How can a company create and develop its corporate culture to compete successfully over the long term? Answers to these questions emerge in case studies of the business practices of six long-established and world-renowned companies: the BMW Group, Deutsche Lufthansa, Grundfos, Henkel, Hilti and Novo Nordisk. In a project initiated by the Bertelsmann Stiftung, researchers investigated these firms and analyzed the central characteristics of corporate success from a culture perspective. The case studies render a detailed picture of each firm's distinctive corporate culture and the factors that shape it. Based on these examples, Sonja A. Sackmann has identified concrete strategies and practices that illustrate how a company's management can make a significant contribution toward developing a dialogue-oriented corporate culture that supports a firm's viability. The appendix provides a checklist for readers who want to develop their firm's culture and practice culturally aware management.
Book Synopsis Knowledge Services Management by : Peter K. Mills
Download or read book Knowledge Services Management written by Peter K. Mills and published by Springer Science & Business Media. This book was released on 2009-09-18 with total page 194 pages. Available in PDF, EPUB and Kindle. Book excerpt: Knowledge Services Management looks at the transformation of the traditional workplace into a quasi-internal market environment where work activities in knowledge services are organized around clusters of similar or complementary knowledge stocks to address particular types of customer-clients priorities. The book explores a new internal market structure for these service organizations and the implications this presents for managers and scholars in the 21st century workplace. By adopting an internal market perspective, the book develops new organizational forms outside the traditional hierarchical paradigm, which is ill-suited for the emerging knowledge workplace, in order to effectively manage emerging knowledge services. The indispensable role of customer/client in the operations of these organizations is examined, as is the creation of the “Proventure Workplace”, a work environment which accentuates jobs requiring rich cognitive skills for continuing innovation and creativity.
Download or read book CIO Magazine written by and published by . This book was released on 2004-11-01 with total page 110 pages. Available in PDF, EPUB and Kindle. Book excerpt: CIO magazine, launched in 1987, provides business technology leaders with award-winning analysis and insight on information technology trends and a keen understanding of IT’s role in achieving business goals.
Book Synopsis CUSTOMER RELATIONSHIP MANAGEMENT by : S. SHANMUGASUNDARAM
Download or read book CUSTOMER RELATIONSHIP MANAGEMENT written by S. SHANMUGASUNDARAM and published by PHI Learning Pvt. Ltd.. This book was released on 2008-04-15 with total page 229 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Relationship Management (CRM) is a modern approach to marketing. It focuses on the individual consumer. Customer is the ‘king’, therefore, the products and services have to be offered in such a way that they suit the needs and preferences of the customer. This comprehensive and easy-to-read text deals with the formulation of methodologies and tools that help business organizations to manage critical customer relationships by supporting all customer-centric processes within an enterprise, including marketing, sales and customer support. In addition, the book emphasizes managing opportunity for optimum productivity, coordinating the specialized activities of multi-functional teams, developing and retaining corporate knowledge and completing complex multi-step processes in a timely and efficient manner. This text is intended for the students of masters in business administration (MBA) and those pursuing postgraduate diploma in marketing management (PGDMM). Besides, the book should prove to be a useful reference for marketing professionals. KEY FEATURES Covers various dimensions of CRM with several case studies. Includes the modern concept—e-CRM. Incorporates deep study of research oriented topics.
Book Synopsis Loyalty Management in the Airline Industry by : Ben Beiske
Download or read book Loyalty Management in the Airline Industry written by Ben Beiske and published by diplom.de. This book was released on 2002-05-29 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Abstract: This report will demonstrate the importance of Loyalty Management in the competitive environment of the airline industry and will show that a successful approach to Loyalty Management consists of three different, interlinked aspects. These three pillars are Customer Service, Frequent Flyer Programs, and Complaint Management; their interdependence will be analysed in depth, with special attention given to the perceived importance of Frequent Flyer Programs. Findings from a detailed literature review and a survey show that customers do indeed perceive these issues as vital with regards to their loyalty towards a particular airline. It was found that Customer Service can be regarded as the foundation for Loyalty Management; it can help an airline to gain competitive advantage by setting it apart from its competitors. Frequent Flyer Programs, if implemented and run properly, can provide the customer with added value. As such, they compliment Customer Service and can help to increase overall loyalty. Additionally, Complaint Management was found to be gaining importance among airlines. The number of complaints was shown to be rising gradually, stressing the growing significance of efficient Complaint Management and its strong after-effect on customer loyalty. Inhaltsverzeichnis:Table of Contents: 1.INTRODUCTION6 1.1AIM AND OBJECTIVES OF THE REPORT7 1.2TERMINOLOGY9 1.3BACKGROUND INFORMATION: LOYALTY MANAGEMENT9 1.3.1DEFINITIONS9 1.3.2TRADITIONAL MARKETING AND LOYALTY MANAGEMENT10 1.3.3IMPORTANCE OF LOYALTY MANAGEMENT12 1.4CHARACTERISTICS OF THE AIRLINE MARKET13 1.4.1AIRLINE INDUSTRY ANALYSIS - STEEPLE13 1.4.1.1Social13 1.4.1.2Technological14 1.4.1.3Economical14 1.4.1.4Environmental14 1.4.1.5Political15 1.4.1.6Legal15 1.4.1.7Ethical15 1.4.2CONSOLIDATION IN PRACTICE: BRITISH AIRWAYS16 1.4.2.1British Airways and KLM16 1.4.2.2British Airways and American Airlines18 1.4.3THE CURRENT AIRLINE SITUATION19 2.LITERATURE REVIEW22 2.1CUSTOMER SERVICE22 2.1.1BACKGROUND INFORMATION23 2.1.1.1Singapore Airlines23 2.1.2REVELATION OF DISSATISFACTION24 2.1.3EMPLOYEES25 2.1.4COMMUNICATION25 2.1.5THE CUSTOMER26 2.1.5.1Customer Requirements26 2.1.6SERVICE QUALITY27 2.1.6.1Quality and Retaining Customers28 2.1.7ORIENTATION OF COMPANY29 2.1.8CONCLUSION CUSTOMER SERVICE29 2.2FREQUENT FLYER PROGRAMS31 2.2.1BACKGROUND INFORMATION31 2.2.1.1Statistics Frequent Flyer Programs32 2.2.2CRITICAL SUCCESS FACTORS [...]
Book Synopsis Increasing Customer Loyalty via Mobile Customer Relationship Management by : Silke Freitag
Download or read book Increasing Customer Loyalty via Mobile Customer Relationship Management written by Silke Freitag and published by diplom.de. This book was released on 2002-08-01 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Abstract: The main objective of this research was to find out and demonstrate how companies can manage to maintain and increase their customer s loyalty with the help of Customer Relationship Management in today s wireless world. Due to the growing convergence of the Internet and the mobile phone, competition between companies is considerably increasing. In order to further keep their stake in the market, companies are forced to improve the relations to their customers by using new business technologies enabling them to differentiate themselves from the competition in offering personalized services especially tailored to their customers needs. This thesis will concentrate on the opportunities that Customer Relationship Management offers in the wireless world. Mobile applications and instruments that enable companies to create more loyalty among their customers will be pointed out while special focus is laid on SMS-Marketing. A few examples of companies who have been successfully applying wireless marketing will be given. Furthermore, part of this thesis was to carry out an online survey during which a number of people were interviewed about their experience with mobile services and their willingness to accept wireless marketing. The survey results provided a basis upon which the acceptance of possible marketing strategies, designed to increase customer loyalty, could be judged. Inhaltsverzeichnis:Table of Contents: AbbreviationsIII FiguresIV 1.Introduction1 1.1Problem statement2 1.2Limitation of research topic3 1.3Research procedure4 2.M-Business: Anywhere Anytime Access 5 2.1Definition of M-Business5 2.2Mobile network technology6 2.2.1GSM6 2.2.2GPRS7 2.2.3HSCSD8 2.2.4UMTS8 2.3Service technology9 2.3.1WAP9 2.3.2Bluetooth10 2.3.3Short Messaging Service (SMS)11 2.4iMode as an alternative to WAP11 2.5Mobile payment solutions14 2.5.1Paybox14 2.5.2Mobilpay16 2.5.3Payitmobile solution17 3.Mobile Customer Relationship Management - Key Functions and Definitions18 3.1Definition of Customer Relationship Management18 3.2CRM - A customer-oriented organizational process19 3.3Benefit of CRM22 3.3.1Improvement of image23 3.3.2Improvement of efficiency24 3.3.3Acquisition of new customers24 3.3.4Customer bonding25 3.4Customer Lifetime Value - A means to measure the success of CRM26 3.5CRM in the wireless world29 3.6Fields of application31 3.7Objectives of Mobile Customer Relationship Management32 4.M-CRM as a [...]
Download or read book CRM written by Roger Joseph Baran and published by Routledge. This book was released on 2013 with total page 406 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book introduces students to CRM (customer relationship management), a strategic methodology that's being embraced in increasing numbers by organizations looking to gain a competitive advantage. With in-depth coverage of business and consumer markets in various vertical markets, the impact of new technology and more, it helps readers understand how an enhanced customer relationship environment can differentiate an organization in a highly competitive marketplace. Featuring the latest developments in the discipline, a cohesive approach, and pedagogical materials (including chapter exercises that connect theory with action), it is the one-stop-source for a comprehensive CRM course.
Book Synopsis Customer Relationship Management by : P. Schulz Et Al.
Download or read book Customer Relationship Management written by P. Schulz Et Al. and published by GRIN Verlag. This book was released on 2008-08 with total page 98 pages. Available in PDF, EPUB and Kindle. Book excerpt: Project Report from the year 2007 in the subject Business economics - Customer Relationship Management, CRM, grade: 86%, Macquarie University (Graduate Accounting and Commerce Centre), course: MKTG814, Managing Customer Relations (post-graduate unit), language: English, abstract: Lufthansa is Germany's aviation flagship company and also one of the major airlines operating on a global scale. Established in 1926, Lufthansa currently is one of the biggest members and also founders of the Star Alliance, the world's most important airline cooperation. Divided into five strategic business segments (passenger business, logistics, Maintenance Repair Overhaul, catering and IT services), the following report will focus on the passenger business segment and Lufthansa's activities in terms of customer relationship management (CRM) in this division. Being one of the first airlines to have established a customer loyalty program, Lufthansa successfully runs its frequent flyer concept Miles & More (Lufthansa, 2007). In a competitive environment like the aviation business, relying on a loyal customer base which generates a major part of the company's revenue is one of the key drivers for success. Due to cost pressure in the late 1990 ́s and the crisis in the aviation business after the terror attacks in 2001, airlines more than ever before recognized and appreciated the value of a relationship to its important profitable customer segments. Thus CRM strategies have become increasingly relevant for Lufthansa and other airlines. Lufthansa's CRM strategy in the passenger business segment is concentrated within the Miles & More program. Different statuses of memberships are designed to attend to customers throughout the stages of customer's lifetime and therefore represent the value of the customer for the company. Beneath the Miles & More surface, an accurate value chain is required. The value chain contains Lufthansa ́s Customer Portfolio Analysis, IT and Database Integration
Book Synopsis Marketing Management by : Alain Jolibert
Download or read book Marketing Management written by Alain Jolibert and published by Bloomsbury Publishing. This book was released on 2017-09-16 with total page 464 pages. Available in PDF, EPUB and Kindle. Book excerpt: Marketing Management challenges the traditional view of marketing as a function, considering it instead as a series of processes pervading the entire organization and involving most personnel as part-time marketers. The authors argue that every company or institution must manage four main processes: strategic positioning, market intelligence, value creation and value generation. Adopting a global approach, the book focuses on value creation and introduces students to the tools of the marketing mix in a process oriented manner. New to this edition: - New coverage of technology applications and developments and B2B marketing - Consistent focus on value creation throughout - More examples to illustrate theory - Enhanced pedagogy including long case studies and exercises in every chapter With its unique approach and international coverage, this book is essential reading for advanced undergraduate and postgraduate students of Marketing Management and will also appeal to MBA and other post-experience students.
Download or read book Chinese Cyberspaces written by Jens Damm and published by Routledge. This book was released on 2006-02-08 with total page 191 pages. Available in PDF, EPUB and Kindle. Book excerpt: Giving a multidisciplinary perspective, this work comments on the recent advances in Internet technology in China and their social, political, cultural, business and economic impacts.
Book Synopsis Customer Relationship Management by : V. Kumar
Download or read book Customer Relationship Management written by V. Kumar and published by Springer. This book was released on 2018-05-15 with total page 411 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.
Book Synopsis Customer Relationship Management by : V. Kumar
Download or read book Customer Relationship Management written by V. Kumar and published by John Wiley & Sons. This book was released on 2006 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer relationship management (CRM) offers the potential of maximised profits for todays highly competitive businesses. This title describes the methods and structures for integrating CRM principles into the workplace, so that a strong customer relationship can be achieved.
Book Synopsis EBOOK: Marketing Management by : Christian Homburg
Download or read book EBOOK: Marketing Management written by Christian Homburg and published by McGraw Hill. This book was released on 2012-12-16 with total page 645 pages. Available in PDF, EPUB and Kindle. Book excerpt: Marketing Management: A Contemporary Perspective provides a fresh new perspective on marketing from some of the leading researchers in Europe. The book offers students and practitioners the comprehensive coverage they need to make the right decisions to create and implement highly successful marketing strategies. This exciting new edition includes updated cases and combines scholarly international research with relevant and contemporary examples from markets and brands across the world. The authors combine their experience as researchers and industry consultants to provide the conceptual and theoretical underpinning of marketing and empirical research, helping students to understand how marketing concepts can be applied and implemented. The book covers a full range of industries including business-to-customer, business-to-business, services marketing, retailing and international marketing from companies around the globe.
