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Significance of Customer Relationship Management : Case Study on British Airways

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Added on  2020-06-04

Significance of Customer Relationship Management : Case Study on British Airways

   Added on 2020-06-04

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CASE STUDY PROPOSAL
Significance of Customer Relationship Management : Case Study on British Airways_1
TABLE OF CONTENTSTITLE..............................................................................................................................................11) INTRODUCTION.......................................................................................................................12) OVERVIEW................................................................................................................................33) PROBLEM STATEMENT AND CONCEPTUAL FRAMEWORK FOR ANALYSIS ...........44) LITERATURE REVIEW............................................................................................................45) PLAN FOR ANALYSIS.............................................................................................................66) DATA SOURCES.......................................................................................................................67) PROJECT PLAN AND TIMESCALES.....................................................................................78) FORESEEN PROBLEM...........................................................................................................10CONCLUSION..............................................................................................................................11RECOMMENDATIONS...............................................................................................................11REFERENCES..............................................................................................................................12
Significance of Customer Relationship Management : Case Study on British Airways_2
ILLUSTRATION INDEXIllustration 1: British Airways.........................................................................................................2Illustration 2: Gantt chart.................................................................................................................9Illustration 3: Network diagram for project plan...........................................................................10
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TITLE“To identify significance of customer relationship management for business enterprise” -A case study on British Airways.1) INTRODUCTIONCustomer relationship management is essential to enhance productivity and profitabilityof business organisation. It influences marketing and competitive strategies of the entity forgaining sustainability in competitive market for longer period. Present report is based onunderstanding the significance of CRM for British Airways to attract its passengers andincreasing their loyalty towards its services at maximum level. In this regard, different researchtools including aim, objectives and deep understanding for research proposal is to be described.Also, various authors' views on case study of CRM in airline regarding ICW is given here thatgenerate several ideas for using social networking sites of British Airways. Thus, learners areable to understand research proposal tools and on CRM for British Airways through this report.Research aim and objectivesThe aim and objectives of research proposal are to be understood as below:Aim of the study:“To identify impact of customer relationship management on business performance”:case study on British Airways.Objectives of the research:Following objectives are set to reduce challenges occurred in British Airways asmentioned below:To understand the concept of customer relationship management.To identify the significance of customer relationship management for providing airlineservices to passengers of British Airways.To describe usefulness of CRM for maintaining customers' attraction and increasing theirloyalty towards airline services.To recommend suggestions for improving efficiency and quality services of airlines for sustainability in competitive market.1
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