Customer Relationship Management for British Airways

Running head: CUSTOMER RELATIONSHIP MANAGEMENT
Customer Relationship Management
[Name of the Student]
[Name of the University]
[Author note]

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To,
[Name of the Sponsor]
Thanks for the interest that you have made in investing towards the implementation of the
new CRM solution. the main purpose of this letter is for summarizing and for understanding
the CRM systems and the action plan.
we have discussed certain points which has been listed below:
1] Company analysis
2]the CRM Strategy
 the existing strategy of the organization
 the new CRM strategy
3] recommendations for improving the strategy
you said that we are having all these capabilities, that is capable of reducing, the number of
existing defects and would be helping in reduction and addressing the future defeats as well
which would allow you to recapture the production costs. We have thought of implementing
a new CRM system which would be used in order to make the business process much easier.
Thanks, and regards
[Name]
[Date]

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Abstract:
The Organization British Airways has been associated with making drastic cost savings by
making use of external spend. This has been associated with leading towards to the
significant changes in the CRM environment of British Airways. The CRM that is to be used
would be heling the organization in reducing the cost along with providing of more
functionality which in turn would be leading to the increased usage of the services by the
organization, British Airways. The new CRM system that is to be implemented is the
Teradata CRM solution or the TCRM.
The report has been associated with examining the impact of the TCRM upon the usage of
the information and the strategy used by the British Airways. The term CRM generally refers
to the practices or the strategies and the technologies that are used by various companies for
the purpose of managing and analyzing the interactions conducted with the customers as well
as the data throughout he customer lifecycle. The CRM is generally having the goal of
improving the customer relationships along assisting the organizations in retention and
driving the sales growth. CRM is responsible for the compilation of the customer data that are
gathered from various channels or the points of contact between the company and the
customers and this might be including the website of the company, direct mails and many
more.

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Table of Contents
Introduction:...................................................................................................................3
Discussion:.....................................................................................................................4
Customers of British Airways:...................................................................................4
The traditional information system of British Airways:............................................5
New CRM:.................................................................................................................8
The configuration of the CRM:..............................................................................8
Resource of the CRM:............................................................................................8
The future drivers of the CRM:..............................................................................8
Benefits of the CRM:.............................................................................................9
Future plans:.........................................................................................................11
Conclusion:..................................................................................................................12
References:...................................................................................................................13