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Customer Service Management for Tourism and Hospitality - MOD006060

16 Pages4232 Words239 Views
   

Anglia Ruskin University

   

Customer Service Management for Tourism and Hospitality (MOD006060)

   

Added on  2020-05-03

Customer Service Management for Tourism and Hospitality - MOD006060

   

Anglia Ruskin University

   

Customer Service Management for Tourism and Hospitality (MOD006060)

   Added on 2020-05-03

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Running Head: Customer relationship management 1Project Report: Customer Relationship Management
Customer Service Management for Tourism and Hospitality - MOD006060_1
Customer relationship management 2ContentsIntroduction.......................................................................................................................3CRM Model......................................................................................................................3Gartner competency model...........................................................................................3Different components of the model..................................................................................41. CRM vision...............................................................................................................42. CRM strategy............................................................................................................53. Valued customer experience.....................................................................................5Organizational collaboration........................................................................................65. CRM process............................................................................................................66. CRM information......................................................................................................7CRM technology...........................................................................................................78. CRM metrics.............................................................................................................8Implementation of CRM model......................................................................................10Conclusion......................................................................................................................12References.......................................................................................................................14
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Customer relationship management 3Introduction:Customer relationship management is a strategy of every organization which is made by the companies and the business to maintain the performance and the position of a company. These strategies helps the comapny to maintain the relationship with the customers and also help the company to make loyal customers, indirectly these strategies help the comapny to enhance the turnover and grab more market share (Wang and Feng, 2012). The strategies of CRM play a crucial role in developing and managing the performance of an organization. According to the given case, NHM is one of the larges science centre worldwide and it is using the customer relationship management model to manage and attract the clients more towards the company. Customer relationship model is an approach that assists the comapny to manage the customers. CRM model helps a company to build and develop a good relationship with the customers. In this report, customer relationship management model has been analyzed. The Gartner competency model has been analyzed to identify the position and the performance of customer relationship model in an organization. Various components of CRM have also been evaluated to perform the study. Further, it has been analyzed that how a CR model could be implemented in an organization. CRM Model:Customer relationship management is a model which could be defined as technology, strategy and practice that is used by various organizations to develop and manage the customer data and customer interactions so that a good relationship could be managed. It alsohelps a company to retain the customers. Customer relationship management is a strategy of every organization which is made by the companies and the business to maintain the performance and the position of a company (Mithas, Krishnan and Fornell, 2013). Customer relationship model is an approach that assists the comapny to manage the customers. CRM model helps a company to build and develop a good relationship with the customers. For this report, Gartner’s competency model has been evaluated and the components of the customer relationship model have been analyzed. Gartner competency model:
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Customer relationship management 4Gartner’s competency model is one of the largest and leading IT research and advisory company. Currently, around 10,000 organizations are using this technology to manage the customer relations and retention them in the business. This model has been recognized in 1979. It has been headquartered in Stamford, USA. Currently, around 7600 associates are there in the business which contains 1800 research analyze and various consultants. This comapny has its customers in around 90 countries. Different components of the model:The CRM framework has been presented by the comapny in 2002. This CRM framework has eight blocks. The model of CRM is as follows:(Malthouse et al, 2013)Components of the customer relationship model of Gartner’s competency model are as follows:1.CRM vision:It is the main vision of this CRM model to earn the loyalty of the customer and it also anticipates the need and the values of the customers. Basically, this model express that the customers could be retained and their values could be created through the product quality consistency, reliability over the products and company, flexibility, innovative services and the responsiveness towards the customer (Harrigan et al, 2015).
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