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management
ITC Maurya
Presented by
Mansi Pandey
Nabanita Chakraborty
Prasita Bose
Satya Prakash
Sameer Shekhawat
The Maurya
VISION:-
WOW AT EVERY MOMENT OF TRUTH A
COMMITMENT BEYOND THE MARKET FULFILLMENT
OF THE SOCIETY NEEDS.
DATE OF OPENING-
15TH NOVEMBER 1977
Chairman-
Mr. y. c . Deyeshwar.
ADDRESS-
DIPLOMATIC ENCLAVE NEW DELHI
TELEPHONE-01122612233 .
Database mining
It is the process to distill the target customers groups out of the massive data files
their buying habits, develop & assess the performance of targeted marketing campaigns.
It helps to focus the efforts and available resources into one direction which is most
profitable and out-base mining helps to eliminate the non-profitable customers and hence
reduces the costs and enhances the profits.
• Relationship Marketing :
– “knowing the customer and using that information to bond with them.”
• Complaint Handling :
– Those people who do complaint and have their problem taken care of, tend to be
more loyal to the company than the people who were satisfied in the first place.
– World-Class companies see complaints as opportunities to improve, to impress
At Maurya, they are trained to learn more about the guest and his background .
Conversation may not be necessarily related to his stay at the hotel but these informal
conversations with the guest can help build an excellent rapport with the guest which will
lead the guest to know the employee by the name.
Integration of these Customer
Relationship management ‘vehicles’
Field selling, Loyalty programs, Reservation systems, Web & Call centers are the major
ITC Maurya regard this management of their database as an asset because it enables a