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Author :
Publisher : GRIN Verlag
ISBN 13 : 3640143280
Total Pages : 98 pages
Book Rating : 4.6/5 (41 download)
Download or read book Customer Relationship Management: Lufthansa written by and published by GRIN Verlag. This book was released on 2007 with total page 98 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : P. Schulz et al.
Publisher : GRIN Verlag
ISBN 13 : 3640142772
Total Pages : 44 pages
Book Rating : 4.6/5 (41 download)
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.
Author : Dr. Pallavi (Joshi)Kapooria
Publisher : Idea Publishing
ISBN 13 :
Total Pages : 164 pages
Book Rating : 4./5 ( download)
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]
Author : Florian Sauer
Publisher :
ISBN 13 :
Total Pages : 668 pages
Book Rating : 4.:/5 (699 download)
Download or read book Conception of a Customer Relationship Management System for an Air Cargo Handling Company written by Florian Sauer and published by . This book was released on 2002 with total page 668 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Volker Schmid
Publisher : GRIN Verlag
ISBN 13 : 3640914481
Total Pages : 37 pages
Book Rating : 4.6/5 (49 download)
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.
Author : Gerhard Raab
Publisher : CRC Press
ISBN 13 : 1317155440
Total Pages : 216 pages
Book Rating : 4.3/5 (171 download)
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.
Author : S. SHANMUGASUNDARAM
Publisher : PHI Learning Pvt. Ltd.
ISBN 13 : 8120333268
Total Pages : 229 pages
Book Rating : 4.1/5 (23 download)
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.
Author : Roger J. Baran
Publisher : Taylor & Francis
ISBN 13 : 1317419332
Total Pages : 457 pages
Book Rating : 4.3/5 (174 download)
Download or read book Customer Relationship Management written by Roger J. Baran and published by Taylor & Francis. This book was released on 2016-12-08 with total page 457 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management.
Author : Andreas Muther
Publisher : Springer
ISBN 13 : 3642562221
Total Pages : 145 pages
Book Rating : 4.6/5 (425 download)
Download or read book Customer Relationship Management written by Andreas Muther and published by Springer. This book was released on 2012-12-06 with total page 145 pages. Available in PDF, EPUB and Kindle. Book excerpt: Under the term Customer Relationship Management (CRM) companies such as Siebel Systems offer solutions geared at optimising customer processes. These companies claim high customer satisfaction and reduced costs. Traditional software giants like SAP and Oracle have also begun to provide software solutions in the areas of marketing, sales and service. For many enterprises, the re-organisation of so-called front-office-processes is new ground. But what must a company consider when it initiates a CRM project? It is important to start with the customer needs before moving on to customer relationships as a whole. This book describes customer relationships using the concept of Customer Buying Cycle and thus creates a neutral orientation framework for CRM projects.
Author : R. Shanthi
Publisher : MJP Publisher
ISBN 13 :
Total Pages : 268 pages
Book Rating : 4./5 ( download)
Download or read book Customer Relationship Management written by R. Shanthi and published by MJP Publisher. This book was released on 2019-06-05 with total page 268 pages. Available in PDF, EPUB and Kindle. Book excerpt: CUSTOMER RELATIONSHIP MANAGEMENTOPERATIONAL CRMANALYTICAL CRMCOLLABORATIVE CRMRELATIONSHIP MANAGEMENTTHE CRM MODELSELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM)CRM IMPLEMENTATIONAPPLICATIONS OF CRM IN HEALTH SECTORFINANCIAL SYSTEM OVERVIEWAPPLICATIONS OF CRM IN THE MANUFACTURING SECTORAPPLICATION OF CRM IN RETAIL SECTORAPPLICATION OF CRM INTELECOM SECTORFUTURE OF CRMConclusionReferenceIndex
Author : Francis Buttle
Publisher : Routledge
ISBN 13 : 1136412565
Total Pages : 363 pages
Book Rating : 4.1/5 (364 download)
Download or read book Customer Relationship Management written by Francis Buttle and published by Routledge. This book was released on 2004-02-18 with total page 363 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development. Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships. An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access.
Author : Samit Chakravorti
Publisher : SAGE Publications Limited
ISBN 13 : 1529613345
Total Pages : 213 pages
Book Rating : 4.5/5 (296 download)
Download or read book Customer Relationship Management written by Samit Chakravorti and published by SAGE Publications Limited. This book was released on 2023-02-23 with total page 213 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Relationship Management: A Global Approach provides a uniquely global, holistic, strategic and tactical grounding in managing customer and other stakeholder experiences and relationships across the value chain, cultures and countries. Reflecting the global structures of companies operating today, the author draws on his research knowledge alongside industry and teaching experience to connect Customer Relationship Management (CRM) core concepts, processes and strategies with international business opportunities and challenges, including globalization and cross-cultural marketing. Emphasis is placed on the need for developing cross-cultural skills and cultural intelligence for identifying and fulfilling cross country CRM opportunities, through analytical, strategic, operational and social CRM projects. Written in an accessible style throughout, the eleven chapters provide ample depth to support a full course related to CRM, spanning: · CRM foundations · planning and implementation · managing stakeholder relationships · improving global CRM implementation Wide-ranging case studies include: Royal Bank of Scotland, the Nike hijab, Instagram, HubSpot and the pharmaceutical industry in India. The text will appeal to advanced undergraduate and graduate students studying CRM, Relationship Marketing and International Marketing, as well as CRM and marketing practitioners. Samit Chakravorti is an Associate Professor of Marketing at Western Illinois University in the United States.
Author : V. Kumar
Publisher : Springer
ISBN 13 : 3662553813
Total Pages : 422 pages
Book Rating : 4.6/5 (625 download)
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 422 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.
Author : Marwa Salah
Publisher :
ISBN 13 :
Total Pages : 0 pages
Book Rating : 4.:/5 (137 download)
Download or read book The Effect of Customer Relationship Management Practices on Airline Customer Loyalty written by Marwa Salah and published by . This book was released on 2019 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Adele Berndt
Publisher : Juta and Company Ltd
ISBN 13 : 9780702161247
Total Pages : 220 pages
Book Rating : 4.1/5 (612 download)
Download or read book Customer Relationship Management and Customer Service written by Adele Berndt and published by Juta and Company Ltd. This book was released on 2004 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer relations management (CRM) is about maintaining long-term customer relationships. This book looks at creating and managing customer relationships and how relationship marketing, applied throughout any organisation, can create new value to build the organisation for the long term. In order to achieve CRM, companies need to focus on customer retention, a high customer commitment and a long-term perspective. The book examines the changes in the practice of marketing and the solutions offered by relationship marketing. It also analyses the profound impact of technology and how it enables the business to focus on individual customers.
Author : Catherine Jennifer Sheehan
Publisher :
ISBN 13 :
Total Pages : 286 pages
Book Rating : 4.:/5 (1 download)
Download or read book Electronic Service Quality Standards and Customer Relationship Management in the Airline Industry written by Catherine Jennifer Sheehan and published by . This book was released on 2016 with total page 286 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Sonja A. Sackmann
Publisher : Verlag Bertelsmann Stiftung
ISBN 13 : 3867933677
Total Pages : 255 pages
Book Rating : 4.8/5 (679 download)
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.
