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.
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transactions provide the basis for a relationship that, when properly cultivated, creates value for both the company and its customers. This relationship is the basis for the customer loyalty that creates a successful online brand. The companies that are successfully building relationships and fostering brand loyalty are those that recognise that their brand's perceived value hinges on the total end-to-end customer experience, from the promises made in the value proposition, to its delivery to the
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Product Q1 what are the three main objectives or benefits of branding? How do the concepts of brand equity and brand loyalty fit into these objectives? Use these three objectives to briefly evaluate Buick’s brand name for its new electric car, named Impact. ANS: Branding has three main objectives: identification, repeat sales, and new product sales. In terms of identification, branding allows marketers to distinguish their products from all others. Brands become familiar to consumers as indicators
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PERSPECTIVES presents emerging issues and ideas that call for action or rethinking by managers, administrators, and policy makers in organizations Understanding the Process of Transitioning to Customer Value Management B Muthuraman, Anand Sen, Peeyush Gupta, DVR Seshadri, and James A Narus Executive Summary KEY WORDS Tata Steel Customer Value Management (CVM) Business Markets Commoditization Spiral Value Creation/Sharing Customer Retention Customer Value Management (CVM) has emerged
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Issue Analysis: Cognitive Dissonance PSYCH/555 April 22, 2013 Dr. Keisha Anthony Issue Analysis: Cognitive Dissonance “Festinger's (1957) cognitive dissonance theory suggests that we have an inner drive to hold all our attitudes and beliefs in harmony and avoid disharmony (or dissonance)” (McLeod, 2008). Issue 5: Does Cognitive Dissonance Explain Why Behavior Can Change Attitudes debates the cognitive dissonance theory with one of the authors challenging the theory by claiming that
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Article history: Received 21 March 2010 Received in revised form 10 November 2010 Accepted 11 November 2010 The aim of this study is to explore ethical dilemmas in critical incidents and the emerged responses that these incidents elicit. Most teachers try to suppress these incidences because of the unpleasant feelings they evoke. Fifty teachers participated in the study. A three-stage coding process derived from grounded theory was utilized. A taxonomy of critical incidents by means of the ATLAS
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PERSPECTIVES presents emerging issues and ideas that call for action or rethinking by managers, administrators, and policy makers in organizations Understanding the Process of Transitioning to Customer Value Management B Muthuraman, Anand Sen, Peeyush Gupta, DVR Seshadri, and James A Narus Executive Summary KEY WORDS Tata Steel Customer Value Management (CVM) Business Markets Commoditization Spiral Value Creation/Sharing Customer Retention Customer Value Management (CVM) has emerged
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2014 TABLE OF CONTENT Topics Page No. List of Figures……………………………………….................................. 5 List of Tables………………………………………................................... 6 Glossary…………………………………………………………..………. 7 Case……………………………………………………………………….. 8 Annexure 1 …………………………………………………….…………. 11 Annexure 2 ……………………………………………………………….. 12 Annexure 3………………………………………………..……………… 14 Annexure 4………………………………………………..……………… 15 Abstract We have used the Xerox methodology
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Ethics Concepts & Cases Manuel G. Velasquez ABSTRACT Summary of the main points of the first two chapters in the book. The remaining chapters are application of the concepts summarized as relating to political forms of government and market systems. These further chapters are less relevant to the DBA class that this summary was prepared for. Chapter 1 – Ethics & Business Ethics is the principles of conduct governing an individual or a group. It is the study of morality.
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1. Introduction This chapter provides an assessment of the contemporary labour market context of Human Resource Management and the impact of current trends in labor market on the practices associated with Human Resource Management in relation to attraction, motivation and retention of talents. 1.2 Review of Prior Work A labour market can be understood as the mechanism through which human labour is bought and sold as a commodity and the means by which labour
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