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Managing Customer Experience in Digital Technology

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Added on  2020-12-10

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How customer service strategies help in meeting the needs of the customers and meet up the business standard 7 CONCLUSION 10 INTRODUCTION In this report, discussions will be made on, examination of digital technology engaged in managing customer experience in the service sector along with some specific examples of consumer relationship management (CRM) System (Alexander, 2013). 1 P5 Examination of digital technology is engaged in managing customer experience in the service sector along with some specific examples of consumer relationship management (CRM) System Customer relationship management (

Managing Customer Experience in Digital Technology

   Added on 2020-12-10

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Table of ContentsINTRODUCTION...........................................................................................................................1P5 Examination of digital technology is engaged in managing customer experience in theservice sector along with some specific examples of consumer relationship management(CRM) System ......................................................................................................................2P6. Illustration of customer service strategies in a service sector..........................................5P7. How customer service strategies help in meeting the needs of the customers and meet upthe business standard..............................................................................................................7CONCLUSION..............................................................................................................................10
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INTRODUCTIONIn this report, discussions will be made on, examination of digital technology engaged inmanaging customer experience in the service sector along with some specific examples ofconsumer relationship management (CRM) System (Alexander, 2013). The present report isbased on Riverbanks Hotel, a small scale company which offers its service in United Kingdom.The hotel is provided its accommodation services within UK with limited number of rooms ataffordable prices. It will include illustration of customer service strategies in a service sector andhow customer service strategies help in meeting the needs of the customers and meet up thebusiness standard.
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P5 Examination of digital technology is engaged in managing customer experience in the servicesector along with some specific examples of consumer relationship management (CRM)SystemCustomer relationship management (CRM) is an approach to manage a company's interactionwith current and potential customers (What is CRM, 2019). To improve business relationshipswith customers it uses data analysis about customers' history with a company, focusing oncustomer retention and ultimately driving sales growth (Ariffin and Maghzi, 2012). In context toRiverbanks Hotel, its top management team could adopt all CRM systems among the belowmentioned one in order to develop positive relationship with their customers. The main threeresources among them are stated as below:Three CRM system:Operational: It refers to the services which allow a firm to take care of their customers.Further, it also provides support to various business process such as marketing, sales. It mainlyfocuses on automation, improvement ,and enhancement of business processes that are based oncustomer support. Even this system also focuses on the direct interaction of the customers andthese include face to face personal interaction, interaction through any website or call centres. Analytical: It is the subset in which data is collected by the firm about their customerrelationship with a goal of raising customer satisfaction and their customer retention rate as well.Even this also provide customer segmentation and divide the customers into those who may ormay not utilize the services again and again (Bilgihan, Kandampully and Zhang, 2016). Incontext of Riverbanks Hotel, its manager could collect desired data from customers during theirvisit in terms of feedback. It will further help them in analysing demand of customers so thatthey could be fulfilled in future.Collaborative: This CRM system basically deals with temporal relation and integrationof customer interaction and channels of communication such as phone, email. Thus, it helps toincrease and improve customer retention and liberty. Features of Customer Relationship Management Systems:Customer needs: In order to ensure long term sustainability, it is important for Riverbanks Hotel toregularly keep on evaluating their customers’ needs to offer the most advanced and innovativeproducts and services (Peppers and Rogers, 2016).
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