Ask a question from expert
Customer Service Management for Tourism and Hospitality : MOD006060
14 Pages4300 Words63 Views
Anglia Ruskin University
Customer Service Management for Tourism and Hospitality (MOD006060)
Added on 2020-05-04
Customer Service Management for Tourism and Hospitality : MOD006060
Anglia Ruskin University
Customer Service Management for Tourism and Hospitality (MOD006060)
Added on 2020-05-04
BookmarkShareRelated Documents
Running head: Customer service management for tourism and hospitalityCustomer service management for tourism and hospitality
Customer service management for tourism and hospitalityTable of ContentsIntroduction.................................................................................................................................................3Answer 1: CRM model and its components to build relationship with customers......................................3Answer 2: Implementation of CRM.............................................................................................................7Conclusion.................................................................................................................................................10Bibliography...............................................................................................................................................112
Customer service management for tourism and hospitalityIntroduction The report is based on the case study which explains the significance of CRM model. Italso explains that how CRM model plays a vital role in natural history museum to build anddevelop an effective and reciprocal relationship with clients across the world. NHM is one of thelargest sciences research centers in the world. NHM is using the CRM model to attract moreclients across the world. Further, it explains the elements and implementation process of CRMmodel. It describes that how CRM is playing an integral role to develop and build a relationshipwith customers. It also describes the features and weaknesses of the customer relationshipmanagement. Answer 1: CRM model and its components to build relationship with customers Customer relationship model may be defined as a practice, technology, and strategywhich is used by the many companies to manage and evaluate the customer data and interactionsthroughout the customer lifecycle in order to improve the business relationships with customersand it will also help in customer retention (Boulding, Staelin, Ehret and Johnston, 2013). TheCRM system came into in existence with an effective software which helps and supports inorganizing, collecting and managing the customer information and data. There are numerouselements of customer relationship management model which are essential to run the businessactivities and operations successfully. It also helps to build and develop good relations withcustomers in the global market. Each and every component is effective and unique and plays asignificant role in the process. The customer relationship model helps to generate revenue andprofit of the company. The components of CRM model have been discussed below (Managementstudy guide, 2017).Human resource management: It is a significant component of CRM model which plays a vitalrole to build and develop a relationship with customers. HRM uses human resources and skills inan effective manner. It is the backbone of the company. It is essential components for the largeindustries as well as medium industries. HRM uses effective strategies and policies to improve3
Customer service management for tourism and hospitalitythe skills and potential of the workforce. In this way, the firm can easily achieve goals andobjectives of the firm. Lead management: Lead management is an essential component to lead and manage the salesand distribution process of the products and services. It is the process, methodology, practice,and system to create new potential business activities and operations within the organization. It isimportant for customer relationship management and sales management. It is used by the salesindustries, customer executive centers, and marketing firms to maximize the profits of the firm.It also helps to improve the sales of the organization (Sudhakaran and Ramu, 2014). Customer service: It is a most significant component of the customer relationship model todevelop the relationship with customers. The company collects data and purchase information ofthe customers through CRM model. In this way, customer service is an essential element of theCRM. None of the company can survive its business activities and operations effectively withouteffective customer service. Therefore, it is an important element of the CRM Model. The firmshould maintain loyalty and trust with its existing customers to increase the productivity of theorganization (Haislip and Richardson, 2015). Marketing: It is the mandatory element of the CRM model in order to meet the course of actionof the firm. It refers to the promotional activities which are used by a company in order topromote and endorse the products and services. The sales and revenue of the company depend onthe marketing. Thus, CRM model assists and supports in the marketing process and procedure byimproving and enhancing the effectiveness and efficiency of the policies and strategies. Thereare various elements of the marketing such as list management, call management, documentmanagement, and activity management. Therefore, marketing activities and strategies are usedby the companies to increase the profit of the firm (Wang and Feng, 2012). Workflow automation: Work automation is required by the company to run the businessactivities and operations smoothly. It helps to reduce the cost and streamlining of the processesas well. Further, work automation does not only reduce the excess expenditures and costs butalso prevent and avoid the repetition work by the different people. In this way, it plays afundamental role to build the relationship with customers around the world (Nguyen and Mutum,2012). 4
End of preview
Want to access all the pages? Upload your documents or become a member.
Related Documents
Assignment on CRM model of Organizationlg...
|16
|3594
|50
Management Name of the Student:.lg...
|4
|465
|211
Customer Service Management for Tourism & Hospitality : Assignmentlg...
|11
|3774
|46
Customer Value Management Assignment Samplelg...
|13
|4456
|125
Customer Service Management for Tourism and Hospitality INTRODUCTIONlg...
|12
|3728
|413
Customer Service Management for Tourism and Hospitality: Assignmentlg...
|14
|4316
|127