Question 1
(A)
Firstly, make a decesion fly destination, Secondly, when to departure, the detail date and time. Thirdly
Which airline to choose and which type of class prefer. Also to check if it has any discount by relationship
with airline employee. Finally, leave the detail name and ID no. of passenger and fully address and telephone.
Also e-mail contact if necessary.
(B)
Firstly, to check the miles point in account and ensure the point could or could not exchange for tickets.
Secondly, to keep eyes on the exchange for which kind of tickets and where could be the destination.
Thirdly, check if it has any possible seat and which type of class
Finally, check the miles point need extract free or not.
(C)
To completing a flight, firstly confirm all details information which give to airline.
Secondly, choose the way of e-ticket or flight ticket. Thirdly, choose the check in procedures
Fourtly, check the passport expiry or not
Fifthly, keep look at the borading pass details and make sure correctly.
Finally, boarding to the aircraft
CRM can improve the staff increase their efficiency, when sales tem get the client data, all information could be show to client easily. It is easy for the sales staff to deal with the client request. For example, clients is easy to check their flight by e-mail and sale staff could show them the important thing. Also client could through CRM system to choose what they their services request. Such as they can choose their meal, a vegetarian or not. Clients can request the seat according the selection. Sales staff can provide more data for the destination. Such as the weather and the time when arrival. Of course client can request their entertainment during the flying period. CRM system totally solve the request from different client have different needs by only a click at computer.
Question 2
CRM system could share all information to both sales, marketing and customer parties. Using a single software package could take the benefit for sales staff to take the follow up action after selling. As sale can check the system information and found out what the problem and solve the problem for clients immediately. For marketing staff, staff could check the cleints information and make any possible cold call, send a e-mail to remine clients about the company exist or may send a birthday card to clients and make a good relationship, a good relationship with clients could get more referral clients one by one. Eventually, the benefit to customer is to ensure what services cleint got afte accept the sale. clients could easily to found out what the take te services by checing e-mail and any possible services request
CRM systems can also run/operate the airline's frequent flier program. This program is not just a source of revenue, it's also a valuable source of customer information that can be analyzed later on for identifying trends and new business opportunities.
回覆刪除You've made a good point that CRM integration allows sales, marketing and customer support to follow up on previous cases and to track customer interactions even if they are dealing with another area (e.g. marketing can view the top complaints or feedback received by customer support regarding their marketing practices). This helps each department operate efficiently and constantly improve as well.