Gartner CRM Model for Dale Hotels

Gartner CRM model & dale hotels

Table of Contents
INTRODUCTION...........................................................................................................................2
TASK 1............................................................................................................................................2
1. Identifying as well as discussing the several components of Gartner CRM model which a
dale enterprise required to follow for developing strong relationship with client....................2
TASK 2............................................................................................................................................8
2. Exploring the way to implement Gartner CRM model..........................................................8
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11
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INTRODUCTION
In present scenario, organisation dealing in tourism and hospitality required to develop
its focus on identifying the need of customer and fulfil their demand. Tourism and hospitality
sectors is all about delivering suitable services to people those who seeks support at an unknown
place. As this activity or strategy will support business entity in increasing sales and profitability.
It will also assist firm in gaining customer loyalty and developing strong relationship with client.
Customer relationship management is considered to be as effective approach which is adopted by
manager within an enterprise for managing organisation communication or interaction with
clients. Management team in a firm can utilise customer history in order to support company in
improving business relationship with customer. Objective of customer relationship management
is to assist business entity in retaining existing client and attracting more new customer by
delivering good quality of product at reasonable price. It is also recognised as a strategy which is
developed by manager in an enterprise with an intention to achieve objective of customer
satisfaction.
The purpose of the project is to identify the several components of the Gartner CRM
model which a dale enterprise required to follow for developing strong relationship with client.
TASK 1
1. Identifying as well as discussing the several components of Gartner CRM model which a
dale enterprise required to follow for developing strong relationship with client.
Customer relationship management is considered to be difficult procedure or activity
which require establishment of vision , certain objectives and effective leadership to drive
organisation towards achievement of target that is customer satisfaction .It also requires
specialised attention towards identification of needs as well as demand of consumer in the
market and recognition of appropriate techniques or strategies to fulfil the same. The customer
relationship management model was developed by Gartner that in 2002 after the analysation of
fact that many business or companies is struggling to measure the benefits,because many are
difficult to prove, such as a correlation between sales force automation and rise in sales revenue.
On the basis of Analysis Gartner has developed a framework for customer relationship
management which consists of eight building blocks. This structured was designed by Gartner
for assisting companies in seeing bigger picture, establishment of vision, formulation of plans ,
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policies or strategies and implementation of the same in order to help firm in achieving desired
objectives. Gartner has defined customer relationship as a strategy which is required to be
followed by dale hotel (Mendoza, Marius, Perez & Griman,2014)As this strategy or plan will
assist firm in increasing sales, revenue and profitability. According to the Gartner customer
relationship management is a business strategy which results in increase in revenue,
optimisation of firm profitability and high level of client satisfaction which is generated by
organizing around customer segments.
It will also support business entity in providing high level of satisfaction to client by
Organizing around customer segments, Fostering behaviour that satisfies customers and
executing customer-centric processes. The manager in organisation need to develop
understanding that strategy for customer relationship management should be developed at
enterprise level. As this will help business entity in identifying the factor or challenges which
may create the barrier in developing the plan or strategy to provide satisfaction to customer and
developing healthy relationship with them. This framework can be utilised by manager in dale
company as the ground or basis for getting information about the actual position of the
organisation in the market and support management team in creation of suitable strategies for
helping company in improving business performance. It will also aid management team in
recognising the factor that might have adverse effect on customer services. Manager in order to
ensure that several events are integrated and directed towards the achievement of specific target
which is customer satisfaction. Gartner has developed such a model, which is known as the
Eight Building Blocks of customer relationship management. Each and every building block
offers some kind of benefit. All these eight building blocks are important for effective customer
relationship management. The effectiveness of this framework is that , it has focus on the need to
create and maintaining balance between the requirements of the business as well as of consumer.
It allows organisation to maintain balance between value to s stakeholders or shareholders as
well as to customers. As all these people are important, they help company in increasing
profitability, generating revenue , achieving success and fostering growth (Szeghegyi &
Langanke,2014)
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