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Customer Service Management for Tourism & Hospitality : Assignment

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Added on  2020-07-23

Customer Service Management for Tourism & Hospitality : Assignment

   Added on 2020-07-23

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Customer ServiceManagement for Tourism &Hospitality
Customer Service Management for Tourism & Hospitality : Assignment_1
Table of ContentsINTRODUCTION...........................................................................................................................1Question 1 .......................................................................................................................................1Identifying and discussing the various components of effective Gartner's CRM modelfollowed by Firmdale Hotel....................................................................................................1Question 2........................................................................................................................................4Explain the impact of the implementation of Gartner CRM model on Firmdale hotel for theeffective value creation for the direct and continuous engagement of the customer's...........4CONCLUSION................................................................................................................................7REFERENCES ..............................................................................................................................8
Customer Service Management for Tourism & Hospitality : Assignment_2
INTRODUCTIONCustomer is the heart and blood for a business organisation. The customer will helpcompany to attain better growth and achieve overall needs of business organisation in a verysignificant manner (Fu Tsang, Lai and Law, 2010). Thus, maintaining a better relationship withthem is very important. For the report, the organisation of context is Firmdale hotels. It is a UKbased business group and works in tourism and hospitality industry. This report will cover theimmediate and after benefit of effective CRM; besides this, the various blocks of Gartner's CRMmodel with fragmented CRM practices. Also, the effective value preposition and betterrealignment of the various of various assets. Other than this, it helps in enhancement of the crosssell and up sell opportunities (Evans, Stonehouse and Campbell, 2012). Question 1 Identifying and discussing the various components of effective Gartner's CRM model followedby Firmdale Hotel.The effective customer relationship with the business firm is very crucial and vital for acompany to attain better growth and productivity and provide them with greater satisfactionlevel. The effective Customer Relationship Management or CRM will help the firm to get highproductivity and profitability and meet the requirements of the company. This helps ineffectively handling various needs and demands of the customers and fulfilling them in the mostsuccessful manner (Dickinson, Lumsdon and Robbins, 2011). Besides this, it helps the firm totake into consideration the innovative and efficient measures that help the firm to meet itsrequirements in a very effective manner. Firmdale Hotel is needed to adopt the suitable measuresfor developing better relationship with its customers. For this, they can adopt Gartner's CRMmodel. It is an impacting framework and measuring toolkit that helps the firm to carry out itsvarious operations in an effective and efficient manner. It was founded in 2002 by Gartner Inc. for better handling of various effective analysismeasures that helps the firm to develop better relationships with the customers. The firm namedit as the 'True CRM' as it gives the detailed and well elaborative information about the variousmeasures about the various operations that supports the better handling of the various operationswhich leads to the effective managing the requirements of the customers and meeting themeffectively (Williams, Stewart and Larsen, 2012). The Gartner CRM model consists ofcomponents, factors, elements or blocks which help a business organisation to determine the1
Customer Service Management for Tourism & Hospitality : Assignment_3
various aspects that affect the overall operations of Firmdale hotel. The eight different blocks orelements of Gartner CRM model that are required by the firm to be followed are as follows: CRM Vision: It includes the creation of the better customer value in eyes of company toget better revenue and achieve the requirements of the company. It supports the companyto take into consideration the different elements such as consistency, reliability,flexibility, responsiveness and innovative services. It helps the business firm to build abetter trust level, cooperation and mutual respect towards each other (Vogt, 2011).CRM Strategy: It helps the business organisation to make the strategic plans to meet therequirements of the customers in an effective and sustainable manner. It helps thecompany to prioritize its operations and make an effective business plan to determine thelacking factors and set the standards according to the capabilities. Besides this, it helps ineffective identification of user experience and set effective business goals.Valued customer experience: It involves the various processes like effective productdevelopment, better promotion or advertising, reasonable pricing, product usage, suitablebilling, better customer care services and handling of the organisation. This helps thecompany to build a better trust and satisfaction level and improve the relationship andunderstanding with customer by developing better connectivity with them.Organisational collaboration: This block or process involves the effective handling ofthe various operations that leads to the effective handling of the better business customerrelationship and attain them in a very significant manner that helps the businessorganisation to fulfil the needs and demands of its customers (Molz, 2012). It involvesthe effective strategy, business policy, cultural impact and effective use of IT tools thatwill support the better increase of the different operations of the cited firm and meetingrequirements of customers.CRM processes: It is the most extensive and important part of the effective handling ofthe various operation of company or business organisation. It involves the variousprocesses that will help the firm to improve the quality of services or products it providesto its customer's. It involves the processes or measures like cross selling or up selling,customer validation and getting the effective feedback of the product or the services,developed by the company. Other than this, the measures helps in better understanding of2
Customer Service Management for Tourism & Hospitality : Assignment_4

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