...CRM IN HOTEL INDUSTRY WELCOMGROUP MAURYA SHERATON Customer Service is now more fashionably called Customer Relation Management. ITC Maurya Sheraton has been following an unstructured form of CRM with a narrow focus of serving the customer well and in a most efficient manner. The concept of Customer Relationship Management has a broader focus of not only serving the customer but also creating the customer and retaining him for measurable and substantial returns. CRM is a vast subject where the concept of one to one marketing is supported by Database Marketing. MAURYA SHERATON DEFINES CRM AS “Customer Relationship Management is a process of managing customer relations in an organized way”. They aim at managing “each moment of truth” that is experienced by the customer. According to Mr Hariharan there are various contact points where the hotel comes in direct contact with the customer which are known as ‘Touch points’ in the CRM language. These touch points are considered important as there is direct interaction with the customer and they provide valuable input to the hotel. The input provided by the customer has to be captured in such a way that it becomes information and can be used by various processes within the hotel. This can be done with the help of technology and the aim is that whenever there is a customer interface with any of FIELD PROJECT CRM IN HOTEL INDUSTRY those processes they are able to use that information...
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...Company Overview Background Canyon Ranch (CR) is a health resort and spa that positioned itself such that it pioneered and evolved to bea leader in this luxury segment of spa industry. Founded by Enid and Mel Zuckerman in 1979, it aimed toattain its mission - ³ inspire people to make a commitment to healthy living, turning hopes and intentionsinto the highest enjoyment of life ´ It encompasses a range of services having both breadth and depth to various treatments and offerings, suchthat it¶s appreciated several times for its ³ innovative view towards health, wellness, holistic and integrativecare and for its uniquely relaxing and inspiring experience´ that helped it mature to be the most admireddestination resort in the world. It is headquartered in Tucson, Arizona and has expanded to incorporate twodestination resorts (i.e. backbone of CR) and three spa-clubs Situation Spa industry was flourishing in U.S., which was seen a threat to CR, as several other companies had begunattacking it directly, so much so that companies tired to invade on CR¶s uniqueness but as authors havementioned CR being coined as the golden standard of the industry, and it is essentially its Health andHealing department that set it apart from all other competitors. Having said that there was no doubt that the prosperity of this industry did affect CR, such that it made it difficult for them to compare and analyze their competitors.Although known for its high standard services and facilities...
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...type of software makes employee's jobs easier and helps the company keep track of their success. Two different examples are the a human resource department and accounting department. The human resources is responsible for hiring new employees, also to establish effective policies and procedures. Human resources (HR) can benefit greatly from the use of iCIMS software. This software can do many tasks for the department. iCIMS is designed to help businesses make the hiring process more efficient by using software for screening and storing applicant information, enabling web-based job applications, tracking candidates, monitoring performance after recruitment, and managing post-employment processes. As stated by the iCIMS (2010) website, " iCIMS' Talent Platform streamlines the entire talent lifecycle in one easy-to-use recruitment and HR software application." The accounting department is those in which deal with money paid, received, borrowed, or owed in the company. Good software that this department can use is Accounting Information System, better known as AIS. According to Accounting Information Systems (2010), “The purpose of AIS is to accumulate data and provide decision makers (investors, creditors, and managers) with the information they need to make an informed decision." In summary, each department has a specific type of information system that will help the employees complete daily tasks. The Accounting department, software they can use is the AIS, Accounting...
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...systems of Bandon Group, so Office Machines Dealership (OMD), which supports the meter-based billing application, is adopted. By 2010, the four divisions were connected to the central OMD system, but data migration was hard to achieve due to its lack of flexibility. Under the decentralized sales strategy, divisions begin to adopt different sales tools to boost their sales volume in their respective market. Although Pivotal, a sale prospecting system was introduced to all of the divisions, it was used to a varying degree and worked for various purposes. For example, at Bandon Phoenix, Pivotal applications enable sales forecasting, customer retention, sales analysis and sale compensation. At Bandon Portland, a new Microsoft CRM package is used. Microsoft CRM is compatible with Microsoft Office application, but is fails to integrate with the proprietary OMD database. At Bandon Salt Lake, a sales prospecting package named Soaring package is adopted to help lead management. In...
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...| Salesforce[Document subtitle] | | 5/31/15 | Customer Relationship Management | | | Salesforce[Document subtitle] | | 5/31/15 | Customer Relationship Management | | CRM ASSIGNMENT #1 Salesforce Business Model: Salesforce.com used the Software as a Service (SaaS) Model to provide services to its customers. What SaaS model does is it gives the customers the option to save upfront costs without the need of installing hi-tech servers in their premises, instead all their data is stored in the external cloud space managed by the service provider. Salesforce provides its customers with a variety of cloud based applications that can be used by them and customized by them as per their requirement. Salesforce has made it easy for the companies to adapt to their software as a single version of software which is enough to accommodate their business operations requirement. Also the companies can subscribe to the services that they want and not the whole software in itself. This helps to keep the cost in control. To understand how salesforce does it we can have a look at the short video. Some of the various services offered by Salesforce are: 1) Service Cloud: Due to this the customers of the client can get support where ever required. 2) Desk.com: This tool can be used by business to offer personalized services and solution. Enables to easily survey customers from within Desk.com to measure customer satisfaction (CSAT) and adjust your products...
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...Title | IT205 Smart Scenario - Determining the Impact of CRM Software on Business Success | Email to Boss | RE: Emergency Executive meeting TOMORROW at 9:00AM | Items are being stocked that are not selling and we are getting restock requests on items that were not anticipated. We seem to have too much of what customers don't want and too little of what customers want. ____________________________________________________________ ___________________________ From: Boss Subject: Emergency Executive Meeting TOMORROW at 9:00AM Just got off the phone with the Bean Counters and revenues are down! I need to know what each of you is going to do to fix this problem, pronto! We are meeting tomorrow at 9:00AM sharp, come prepared to deliver a Presentation and Executive Briefing addressing what your department can do to right the ship. Heck, I can't wait that long. I need a Reply from each of you RIGHT NOW. In your RSVP for tomorrow's meeting, give me the key challenges that are facing your department and causing this sudden, unacceptable decline. Boss | | Airline Survey - Good | How would you rate your Overall Satisfaction with this Airline? | Excellent! Well organized even with the flight cancellation. | | Reservation Experience? | Airline ensured my needs by asking all the right questions. | | In Flight Meals? | My meal selection was correct even though I was placed on a different flight. | | Customer Loyalty Program? Are you a member...
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...Riordan Manufacturing Systems Analysis and Recommendations BSA 502 February 21, 2011 Donn Leiske Riordan Manufacturing: Systems Analysis and Recommendations Riordan Manufacturing has been an industry-leader since 1992 in the design and manufacturing of plastic injection molding. Riordan is renowned for its excellence in the research and development of innovative plastic designs and products (i.e. plastic bottles, fans, heart valves, medical stents and custom plastic parts). With its state-of-the art design capabilities, Riordan distinguishes itself by striving to achieve and set the standard by which other plastics manufacturing companies are modeled (Apollo Group, Inc., 2004). Capitalizing upon its reputation as a world-class solution provider, Riordan applies Six Sigma principles and ISO 9000 standards to ensure they are supplying their customers with the highest quality solutions possible. Riordan’s goal is to maintain long-term relationships with its customers and make this relationship non-challenging and profitable for all concerned. In addition to Riordan’s customer focus approach to conducting business, Riordan also works hard to provide an innovative and team-oriented work place in which its employees can thrive (Apollo Group, Inc., 2006). Riordan Manufacturing, founded by Dr. Michael Riordan, employs a diverse workforce of 550 employees throughout four worldwide locations which include, Riordan’s Corporate Headquarters located in San Jose, CA whose primary...
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...needed. An excellent software application for Accounting is the Formtran application. This application is known for being the fastest data collector. The application offers compliance, consistency, and efficiency. This provides help with purchase orders, credit memos, invoices, physical inventor forms, fixed asset forms, capital expenditure requests, and check requests. The software provides a system that helps with certification testing, applicant tracking, charitable fund drives, employee satisfaction, pre-employment testing, time sheets, training, and pay roll forms. If one works in the Marketing department one would benefit from Customer relationship management (CRM). CRM is used the most in large organizations. The marketing and sales department can capture, store, and organize information with the use of CRM to better improve the quality of service to existing and new potential customers. At one touch of a button key information about a company’s customers can help marketing personal make timely and accurate decisions. In the Human Resources department, software applications such as iCIMS are being used by companies such as Rite Aid, Hershey’s, Continental Airlines and many more. Since HR deals mainly with its people such as employees, this application was designed to meet the customer needs. HR needs such programs to maintain employee records, personal information or disciplinary actions. It is also used to review and evaluate employees’ work performances, employee recognition...
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...Recruitment and selection THE RIMFIRE CASE STUDY By- SANYA MEHROTRA Case study: Recruitment specialist uses online system to support innovative HR solutions Introduction: Rimfire Resources is a young and expanding Australian company providing People, Information and Business Improvement solutions in the niche markets of Community Services and Agribusiness. Rimfire Resources approach to client service is to ensure that solutions are customized professionally, with integrity and confidentiality. Their ideal online recruitment system would need to meet these same criteria. The company had been using CRM software which was fine for managing client information (i.e. the companies on whose behalf they were recruiting), but unable to provide the search functionality. Rimfire Resources was looking for the right online recruitment solution. The Rimfire Resources team spent time developing clarity about the key functionality their ideal system would offer. Problem identification: Rimfire wanted the best candidate focused system possible. For the selection process, Rimfire Resources had tried a number of systems, but none were able to offer the right and suitable solution. In particular they were looking for a system which would allow them to: • Have collective information about the candidates applying, along with easy access. • Having up to date data about the candidates, which have validity and are genuine...
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...IMPLEMENTATION OF CUSTOMER RELATIONS MANAGEMENT AT ANZ BANK Table of Contents 1.0 Introduction 3 2.0 Company Background 3 3.0 SWOT Analysis 4 4.0 CRM Project Objectives 4 5.0 Selected CRM Suite and Analytical Capabilities 5 6.0 Infrastructure Requirements 10 7.0 Training 11 8.0 Timeline 12 9.0 Budget 14 10.0 Conclusion 14 References 15 Implementation of Customer Relations Management at ANZ Bank Introduction Customer Relations Management (CRM) is the integration of people, processes, and technology to maximise relationships with its customers (Goldenberg, 2003, p.7). It involves a comprehensive approach that provides seamless coordination between all customer-facing functions through technology, which is used to organize, automate, and synchronize sales, marketing, customer service and technical support. The main aim of the CRM initiative is to facilitate the use of technology and human resources to gain valuable insights into the behaviour and value of its customers (Onut et al., 2002, p.3). This is particularly very instrumental in the banking sector (Yao & Khong, 2012, p.151). CRM programs are associated with improved financial performance, customer loyalty and satisfaction. Company Background The Australian and New Zealand Banking Group (ANZ bank) is the third largest bank in Australia and the largest bank in New Zealand in terms of market capitalization. Australian operations...
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...2010.10.07. CRM – Customer Relationship Management Bianka Parragh, Phd Óbuda University Keleti Károly Faculty of Business and Management Institute of Enterprise Management • Approaches of Customer Relationship Management • The origins of CRM • The rise of CRM • The role of CRM • Types of CRM 1 2010.10.07. RE-INVENTING CRM In the late 1990s and early year of the 21th century, CRM was offered up as the next wave of marketing. The tools and techniques that would make traditional marketing obsolete. The automated approaches that would make customer relationships automatic and would enable the marketing organization to shell anything to anyone they chose. CRM was the single solution that would solve every marketing problem. Simply install the software, plug in the customer data and sit back and watch the profils roll in. But it wasn’t that simple. It wasn’t that easy. And, it simply didn’t work that way. Millions of dollars anp pounds and yen and Euros were spent on CRM systems, software and structures but, not enough seemed to come back. The five important things are about the book’s approach to CRM 1.Strategic, not more tactics. CRM is a business decision, made by business managers to achieve business goals. So, most of all, this approach to CRM is strategic. 2. Customers, not companies. Payne’s approach puts the company and the customer in perspective. If there is no benefits to the customer, there can be no benefit to the company. CRM is reciprocal process...
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...the communication would have helped in the real time information transfer. 2.Data Management:The data was prioritized and channeled to increase efficiency across the departments. 3.Status Checking:The scorecard system was used to track the proects at hand and to report project status.This helped status meetings and provided key information to the senior management 4.Monitoring and Change modifications:The usage of materials across the projects can be supervised and the shortfall of the materials in a project Ans-3) After the visioning and the project definition stage the project teams were made. The teams had learnt from the previous ERP implementation mistakes and they had made necessary changes to the modules. They also had recruitments like business analysts who worked full time on the problem at hand. Then they created a blueprint of the system to meet the criteria. The processes were modified to respond to the needs of the functional organization. But the negative of this is that Bombardier didnot anticipate any future changes.The results were that the design team were not sure if their...
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...Mr. Howard Schultz, the chairman and CEO of Starbucks Corporation is faced with some immediate and long term challenges in the year 1996. He needs to keep up the brand image of Starbucks, beat the competition, foray into new horizons for expansion, improve on the real estate strategy while maintaining the ‘coffee ‘ experience Starbucks is known for. Immediate issues 1. MacDonald is petitioning for a contract to serve Starbucks coffee. Mr. Howard is sceptical that granting this contract will dilute the brand image of Starbucks. While this can boost revenue in the shorter term, this can also lead to loss in clientele and reputation. Should Mr. Howard agree to the proposal? 2. Starbucks has a goal of having 2000 stores by the year 2000. The number of ‘A’ sites in market has decreased and the task of “street sniffers” is becoming increasingly difficult. The immediate challenge is to expand in different regions of the city. Should he put laser focus on Doppio strategy ? Basic Issues 1. Given Mr Howard’s bad experience at the University store , Starbucks needs to take an active look at the speciality agreements with retailers , restaurants and service providers. They are a big source of revenue generation but any compromise either on the coffee quality or coffee ‘experience’ could lead to loss in clientele, loss of brand and a hard earned niche market segment. 2. The regional competitors such as Second Cup in Canada and Best coffee in Seattle are eating the Starbuck’s...
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...MBA PROJECT SEPTEMBER 16, 2013 6:29 PMYOU ARE HERE:HOME QUESTIONNAIRES QUESTIONNAIRE FOR RECRUITMENT AND SELECTION Questionnaire for Recruitment and Selection Recruitment and Section can be evaluated by using the following questionnaire :v Q1. Since how many years have you been working with this organization? a. 0-5 Years b. 5-10 Years c. 10 to 15 Years d. More than 15 Years Q2. Does the organization clearly define the position objectives, requirements and candidate specifications in the recruitment process ? a. Yes b. No Q3. How well are the organization’s affirmative action needs clarified and supported in the selection process? a. Poor b. Adequate ++++++++++ c. Excellent Q4. Is the organization doing timeliness recruitment and Selection process. a. Yes b. No Q5. Does HR provides an adequate pool of quality applicants ? a. Yes b. No Q6. Rate the effectiveness of the interviewing process and other selection instruments, such as testing? a. Poor b. Adequate -c. Excellent Q7. Does the HR team act as a consultant to enhance the quality of the applicant pre-screening process? a. Yes b. No Q8. Does HR train hiring employees to make the best hiring decisions? a. Yes b. No Q9. Rate how well HR finds good candidates from non-traditional sources when Necessary? a. Poor b. Adequate c. Excellent Q10. How would you rate the HR department’s performance in recruitment and selection? a. Poor...
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...Marketing Management 555 Corporate Societal Marketing: Much More Than Sponsorship of Non-Profit Organisations Unit: Marketing Management 555 Assessment: Assignment 2 – Individual Research Paper Lecturer: Astrid Fackelmann Due date: 14 March 2012 Word Count: 3769 words (includes in-text referencing) Student: Tracey Piani Student Number: 08801476 Introduction Consumers increasing awareness and concern for environmental and social issues, over the past two decades, has lead to significant changes in business relationships between the non-profit and for-profit organisations (Polonsky and Speed 2001; Till 2000). Marketing research indicates consumers increasingly reward or intend to reward companies, whose business practices encompass environmental and social issues, prompting corporations to move beyond simply donating to worthy causes to seek out mutually beneficial relationships with non-profit organisations (Till 2000; Wymer and Sargeant 2006; Wymer and Samu 2009). With seventy- five percent of consumers indicating they would switch brands to a company involved with a charitable cause, if price and quality are equal, corporate giving, regardless of its form makes good business sense (Till 2000). Corporate giving is now considered a competitive resource and important marketing tool, with corporate executives proactive and strategic in their donation tactics, addressing their corporate social responsibility objectives...
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