scholarly journals An exploration on customer relationship management and its perspectives: aviation sector

2012 ◽  
Vol 1 (3) ◽  
pp. 203-207
Author(s):  
Malini D H
Keyword(s):  
Customer Relationship Management ◽  
Airline Industry ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Aviation Industry ◽  
Marketing Concept ◽  
The World ◽  
Acquisition Costs

The CRM approach has received increased attention as a marketing concept during the last decades (Sin et al.2005; Osarenkhoe and Bennani 2007; Wilson et al. 2002). By combining the abilities to respond directly to customer requests and to provide the customer with a highly interactive, customized experience. Organizations today have greater scope for establish, cultivate, and maintain long-term customer relationships than ever before. The ultimate goal is to transform these relationships into greater profitability by increasing repeat purchase rates and reducing customer acquisition costs. Indeed, this revolution in customer relationship management or CRM as it is called has been referred to as the new ―mantra‖ of marketing (Russell S. Winer 2001). The Indian aviation industry is identified as one of the fastest growing industry in the world with private airlines accounting for more than 75 per cent of the sector. It is noticed that the 9th largest position in the aviation market in the world is India. In the present study the effort has been made to examine and analyze the effects of CRM and its contribution towards airline industry and also to develop and clarify a conceptual framework integrating CRM constructs, and its implications on aviation industry.

From Local Information Systems to Global Customer Relationship Management

2014 ◽  
pp. 299-305 ◽  
Author(s):  
Ulas Akkucuk
Keyword(s):  
Eastern Europe ◽  
Customer Relationship Management ◽  
Information Technologies ◽  
Relationship Management ◽  
Local Information ◽  
Customer Relationships ◽  
Customer Relationship ◽  
The World ◽  
Flow Of Information ◽  
Opening Up

Advances in computer and information technologies have been utilized by companies all over the world since the 1990s. Corresponding roughly to the same period, global trade has increased dramatically. The opening up of large markets like China and the Eastern Europe contributed to this trend. National companies turned global and had to manage operations in a number of different countries. Companies strived to maintain better customer relationships through CRM programs aimed at managing the flow of information, interacting with the customers, and in the end, formulating individualized offerings for them. Globalization has led to the development of the new notion of Global Customer Relationship Management as opposed to having independent local CRM programs operating in the subsidiaries. This chapter presents the issues facing the implementation of such Global CRM programs and provides the important conceptual frameworks proposed in the literature.

Applications of Customer Relationship Marketing in the UK Hospitality Industry

2010 ◽  
Vol 1 (4) ◽  
pp. 1-21 ◽  
Author(s):  
Geoff Lancaster ◽  
Diana Luck
Keyword(s):  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Hospitality Industry ◽  
Hotel Industry ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
The Uk

This paper aims to research the hospitality industry to gauge dimensions of Customer Relationship Management (CRM) that resonate with guests and employees. An uncovering of perceptual differences of hotel guests and employees was sought to assess its application within the London hotel industry and to investigate CRM as an emerging concept. The global hotel market contains many brands and partnerships, and CRM is significant, because differentiation becomes easier for those with potential to develop long-term customer relationships. Despite being differentiated by star ratings, most hotels in London offer similar core products and services. In this regard, development of relationships with customers can be considered emphatic to the London hotel industry. Methodologically, triangulation of data and theories was used in this paper to investigate staff and customers. A standardised questionnaire gauged elements regarded as being part CRM with the objective to assess differential CRM perceptions and their relevancy to the hotel industry in contemporary terms. Findings suggest CRM become an integral part of a hotel’s offerings and operations.

Social Customer Relationship Management (SCRM)

2017 ◽  
pp. 45-58 ◽  
Author(s):  
Ameen Al-Azzam ◽  
Rawan T. Khasawneh
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Customer Management ◽  
Communication Tool ◽  
Information And Communication ◽  
Future Work

The organizations reach to their objectives by adopting an effective customer management strategy. Today, organizations have become aware that to reach their objectives its must focus on customer relationships, engagement and retention, not only to increase their market share. The development of information and communication technology (ICT) and in particular social networks enables an important communication tool with customer. Improving customer relationship by using social network is called social customer relationship management (SCRM). SCRM focused on establishing new channels with customers for better understanding of customers needs and build a long-term relationship with them. This chapter explores social customer relationship management and its general concepts including social media and customer relationship management. Also, it reviews the context of SCRM that aims to enhance customer relationship and make customers much more engaged. Conclusions and proposed future work are stated at the end.

Reinforcing CRM with Data Mining

2011 ◽  
pp. 950-954
Author(s):  
Dan Zhu
Keyword(s):  
Data Mining ◽  
World Wide Web ◽  
Customer Relationship Management ◽  
World Wide ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
The World ◽  
Automated Tools

With the explosive growth of information available on the World Wide Web, users must increasingly use automated tools to find, extract, filter, and evaluate desired information and resources. Companies are investing significant amounts of time and money on creating, developing, and enhancing individualized customer relationships, a process called customer relationship management, or CRM (Berry & Linoff, 1999; Buttle, 2003; Rud, 2000). Based on a report by the Aberdeen Group, worldwide CRM spending reached $13.7 billion in 2002 and should be close to $20 billion by 2006.

Customer Relationship Management (CRM)

2009 ◽  
pp. 94-117
Author(s):  
Mahesh Raisinghani ◽  
Abdu Albur ◽  
Sue Leferink ◽  
Thomas Lyle ◽  
Stephen Proctor
Keyword(s):  
Customer Relationship Management ◽  
Business Strategy ◽  
Business Processes ◽  
Relationship Management ◽  
Internet Marketing ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Technical Solution ◽  
Strategic Implementation

This chapter discusses customer relationship management (CRM) as a customer-focused business strategy enhanced by technology that automates and enhances business processes to proactively manage profitable and long-term customer relationships. CRM solutions span a continuum of implementations from a narrow tactical implementation of a specific technical solution to a broad strategic implementation of a customer centric solution. Furthermore, the authors hope that understanding the underlying assumptions and theoretical constructs through the use of CRM will not only inform researchers of a better CRM design for studying e-commerce and Internet marketing, but also assist in the understanding of intricate relationships between different factors.

scholarly journals COVID-19: Its Implications with a Focus on the Aviation Industry and How CRM and BI Can Play A Role

2020 ◽  
Vol 5 (2) ◽  
pp. 52-56
Keyword(s):  
Infectious Disease ◽  
Significant Role ◽  
Customer Relationship Management ◽  
Business Intelligence ◽  
Relationship Management ◽  
Customer Relationship ◽  
Aviation Industry ◽  
Commercial Aviation ◽  
Global Pandemic ◽  
The World

COVID-19 is the infectious disease triggered by a coronavirus that was most recently identified. This latest virus and disease was unknown in December 2019, until the epidemic started in Wuhan, China. COVID-19 is now a global pandemic that affects many countries. The COVID-19 virus spreads through cough droplets, and hence, to curb the spread of the virus, countries around the world have taken measures such as lockdown and travel bans. These necessary measures have had implications on the economies and industries around the world. Many industries have been changed forever due to the coronavirus's implications, and one industry that is severely affected is the commercial aviation industry. As economies start to function again, there is a need to bring changes to the various industries to ensure profitability, growth, and the safety of the employees and consumers. Technology can play a significant role in battling the implications of COVID-19. This report discusses the various implications of the crisis with a focus on the aviation industry. It further presents how Customer Relationship Management and Business Intelligence with a focus on data mining can play a significant role in supporting the aviation industry through the COVID-19 crisis while ensuring growth and safety.

From Local Information Systems to Global Customer Relationship Management

2015 ◽  
pp. 759-765
Author(s):  
Ulas Akkucuk
Keyword(s):  
Eastern Europe ◽  
Customer Relationship Management ◽  
Information Technologies ◽  
Relationship Management ◽  
Local Information ◽  
Customer Relationships ◽  
Customer Relationship ◽  
The World ◽  
Flow Of Information ◽  
Opening Up

Advances in computer and information technologies have been utilized by companies all over the world since the 1990s. Corresponding roughly to the same period, global trade has increased dramatically. The opening up of large markets like China and the Eastern Europe contributed to this trend. National companies turned global and had to manage operations in a number of different countries. Companies strived to maintain better customer relationships through CRM programs aimed at managing the flow of information, interacting with the customers, and in the end, formulating individualized offerings for them. Globalization has led to the development of the new notion of Global Customer Relationship Management as opposed to having independent local CRM programs operating in the subsidiaries. This chapter presents the issues facing the implementation of such Global CRM programs and provides the important conceptual frameworks proposed in the literature.

Applications of Customer Relationship Marketing in the UK Hospitality Industry

2012 ◽  
pp. 188-209
Author(s):  
Geoff Lancaster ◽  
Diana Luck
Keyword(s):  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Hospitality Industry ◽  
Hotel Industry ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
The Uk

This paper aims to research the hospitality industry to gauge dimensions of Customer Relationship Management (CRM) that resonate with guests and employees. An uncovering of perceptual differences of hotel guests and employees was sought to assess its application within the London hotel industry and to investigate CRM as an emerging concept. The global hotel market contains many brands and partnerships, and CRM is significant, because differentiation becomes easier for those with potential to develop long-term customer relationships. Despite being differentiated by star ratings, most hotels in London offer similar core products and services. In this regard, development of relationships with customers can be considered emphatic to the London hotel industry. Methodologically, triangulation of data and theories was used in this paper to investigate staff and customers. A standardised questionnaire gauged elements regarded as being part CRM with the objective to assess differential CRM perceptions and their relevancy to the hotel industry in contemporary terms. Findings suggest CRM become an integral part of a hotel’s offerings and operations.

scholarly journals An analysis of CRM practices in the telecommunication industry in Iraq

2021 ◽  
Vol 23 (1) ◽  
pp. 453
Author(s):  
Hosam Alden Riyadh ◽  
Salsabila Aisyah Alfaiza ◽  
Abdulsatar Abduljabbar Sultan ◽  
Munadil K. Faaeq ◽  
Radyan Dananjoyo
Keyword(s):  
Customer Relationship Management ◽  
Qualitative Method ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Primary Data ◽  
Telecommunication Industry ◽  
Management Factors ◽  
Relationships Management

<p>Today, concerning the capacityto react straight for wardly to client demands and offer the client a profound experience that is customized and interactive, organizations in the telecommunication industry must have the capacity toset up, support and continue the connections toward long-term clients. This study attempts to analyze and observe the customer relationship management (CRM) practices that affectfirm performance telecommunication corporations. Thus, the study employed a qualitative method, the primary data were obtained using the questionnaire and the respondents consisted of 100 people. The results propose that customer relationships' management factors included the gathering of information, the processing of data, the management of information, the loyalty of customers, and the retention of customers with significantly related to the performance of a firm in the industry of telecommunication in Iraq.</p>

Customer Relationship Management (CRM)

2010 ◽  
pp. 2055-2077
Author(s):  
Mahesh Raisinghani ◽  
Abdu Albur ◽  
Sue Leferink ◽  
Thomas Lyle ◽  
Stephen Proctor
Keyword(s):  
Customer Relationship Management ◽  
Business Strategy ◽  
Business Processes ◽  
Relationship Management ◽  
Internet Marketing ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Technical Solution ◽  
Strategic Implementation

This chapter discusses customer relationship management (CRM) as a customer-focused business strategy enhanced by technology that automates and enhances business processes to proactively manage profitable and long-term customer relationships. CRM solutions span a continuum of implementations from a narrow tactical implementation of a specific technical solution to a broad strategic implementation of a customer centric solution. Furthermore, the authors hope that understanding the underlying assumptions and theoretical constructs through the use of CRM will not only inform researchers of a better CRM design for studying e-commerce and Internet marketing, but also assist in the understanding of intricate relationships between different factors.

Sign in / Sign up

Export Citation Format

Share Document