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Customer Experience Management in River bank Part Plaza

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Added on  2020-12-30

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Managing the customer experience TABLE OF CONTENTS INTRODUCTION 1 LO31 P5 Entertaining the digital technology in managing the customer experiences within River bank Park Plaza 1 M3 Digital technologies help in customer retention to the hotel industry 2 D3 Pros and Cons of CRM system in service sector2 LO43 P6 Illustrate the customer service strategies in a specific service sector 3 P7 Demonstration of the CRM strategies meets the requiredbusiness standards4 M4Applicationofcustomerservicestrategiesandalongwith recommendations

Customer Experience Management in River bank Part Plaza

   Added on 2020-12-30

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Managing thecustomer experience
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TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1LO3..................................................................................................................................................1P5 Entertaining the digital technology in managing the customer experiences within Riverbank Part Plaza............................................................................................................................1M3 Digital technologies help in customer retention to the hotel industry..................................2D3 Pros and Cons of CRM system in service sector...................................................................2LO4..................................................................................................................................................3P6 Illustrate the customer service strategies in a specific service sector.....................................3P7 Demonstration of the CRM strategies meets the required business standards.......................4M4 Application of customer service strategies and along with recommendations.....................5D4 Application of the effective customer experience management for increasing theengagement of customers............................................................................................................6CONCLUSION................................................................................................................................7REFERENCES................................................................................................................................8
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INTRODUCTIONRiverbank Park Plaza, is a hotel chain which runs via numerous resort groups asfranchises. However, it was founded in 1986 as an organization and bought via Olympus realproperty in 1997. Thus, the report will highlight the various digital technologies adopted by theRiverbank park plaza that impacts their relationship with their clients. Further, the project willalso outline the advantages and disadvantages of customer relationship management to the hotel.On the flip side, the project will frame the customer service strategies adopted by the hotel fordeveloping positive customer experience towards the hotel. LO3P5 Entertaining the digital technology in managing the customer experiences within River bankPart PlazaThe customer is considered as original king of the market and all the production andmanufacturing of the company is generally aimed at perceptions of the consumer. Digitaltransformation refers to harnessing the power of new technology in order to create the betterexperiences for customers (Goodman, 2019). Riverbank plaza is a Luxury hotel situated inLondon and this organisation provides the large variety of Luxury services such as hotel room’srestaurant facilities etc. In this modernised world, customer interaction is at the forefront of thee-commerce. So this has led to the increased expectations and demands of the consumer. Due tothe rapid increase in the tastes and preferences of the customers according to the changing trend,organisations have to change the way to provide services in order to coordinate with suchchanging demands. Technology has changed the way people used to buy the product earlier. The presence ofinternet has expanded the scope and opportunities for the business as well as changing aspects ofpeople according to the trend of the market. Technology offers the online services and bookingfacilities to the customers which influences the buying decision of the customer. Eventechnology allows the consumers to compare the prices luxuries and quality of services withother hospitality organisations of London (Homburg, Jozić and Kuehnl, 2017). This allows themto select the optimum services. Also, online advertisement may enhance the customersatisfaction of the company which leads to loyalty of the customers.In Riverbank park plaza, due to the changing demands of the customer, this organisationhas entertained the use of technology in order to understand the tastes and preferences of people. 1
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Also, the use of technology in Riverbank Plaza allows the business in strengtheningdeveloping its online presence which helps in attracting large number of people. Technologyprovides helps the company in placing the online presence of the market which engage largenumber of users. Adopting the technological aspects helps the company in developing aneffective brand image to the customers.Type of CRM-Operational CRM: This type of system enables the business process which includesmarketing, service and sales automation. This will allow the organisation to take care oftheir customers and providing support and care for various types of business process asstated above. Analytical CRM: This will be based on data mining and interpretation which is used foranalysing sales data of customer their payment method or history and then evaluating theresponse for marketing campaign as well. Collaborative CRM: This will collect information from various department like that oftechnical, marketing and sales for sharing them.Feature of customer management system-Customer need: This is one of the most effective feature of customer management systemas it help us to identify the need and want of customer to easily track down their demandrelated with product and services.Customer response: This is also another type of feature of customer management systemwhich tell about the response and change which people are having related to thecompany's product and services.Customer satisfaction: The satisfaction of customers towards products and services ofcompany will be one of the most important factor which could be identified by customermanagement system M3 Digital technologies help in customer retention to the hotel industryWithin the digitalized era, with facts freely available and clients having the potential toevaluate hotels easily, thus, inside the hospitality industry must be updated with the trendyvirtual developments (Homburg, Jozić and Kuehnl, 2017). Further, this assist the company tohold tempo with hotel industry opponents, thus, it can also enhance approaches and improves theconsumer experience.2
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