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Customer Service Management for Tourism & Hospitality INTRODUCTION

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Added on  2020-06-04

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Components of Gartner CRM model and it help in building relationship with customers1 2: Effectiveness of Gartner CRM model3 CONCLUSION 7 REFERENCES 9 INTRODUCTION Hospitality and tourism industry is based on the relationship they maintain with their customers and this is necessary for their survival (Altinay, Paraskevas and Jang, 2015). Components of Gartner CRM model and it help in building relationship with customers Gartner CRM model- This model is given by Gartner to see that how organisation is working for maintaining relationship with their

Customer Service Management for Tourism & Hospitality INTRODUCTION

   Added on 2020-06-04

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Customer service managementfor Tourism & Hospitality
Customer Service Management for Tourism & Hospitality INTRODUCTION_1
INTRODUCTION.................1QUESTIONS...................................................................................................................................11. Components of Gartner CRM model and it help in building relationship with customers12: Effectiveness of Gartner CRM model................................................................................3CONCLUSION................................................................................................................................7REFERENCES................................................................................................................................9
Customer Service Management for Tourism & Hospitality INTRODUCTION_2
Customer Service Management for Tourism & Hospitality INTRODUCTION_3
INTRODUCTIONHospitality and tourism industry is based on the relationship they maintain with theircustomers and this is necessary for their survival (Altinay, Paraskevas and Jang, 2015). It is thefastest growing sector which is contributing a huge amount in development of economy becausenow a days, people spending their harder earn money on travelling at new places. The presentreport is based on Firmdale Hotel which was found in 1981 by Kit Kemp, Tim Kemp and theirheadquartering is in London, United Kingdom. Apart from this, it discusses various componentsof Gartner CRM model which must be followed by companies to maintain their relation withcustomers. Whereas, the same CRM model implementation in Firmdale Hotel and their benefitsto the same. QUESTIONS1. Components of Gartner CRM model and it help in building relationship with customersGartner CRM model- This model is given by Gartner to see that how organisation isworking for maintaining relationship with their clients. The same measures maturity level thathow they are solving problems of customers so that they can satisfy them by serving andfulfilling their needs and wants (Ayeh and et.al., 2012). It is the important initiatives taken byGartner for customer relationship management and experience. It is necessary for enterprises toimplement such model in day to day activities of business and so, there will be better results thatassist them in achieving pre-determined goals as well as objectives. This involves eight buildingblocks which are vision, strategy, valued customer experience, organisational collaboration,CRM process, information, technology and metrics. Below given is the description of all: CRM Vision-Everything have their vision and when this model is applied in business isalso with the same and its main motive is leadership, value proposition, market position.These are essential because through customer relationship management firm get theirposition in market it also assist in leading.Strategy- Main purpose of this fulfil objective which is decided when strategy is designed andthe same divide customers in different segments which help in easy solving problem as wellsatisfying their needs and demands. For maintaining good or effective relationship with customerit can be possible when the employees or owner of hospitality industry interact with them inappropriate manner (Chathoth and et.al., 2013). 1
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