CRM

Javed Habib
WHAT IS CRM?
 Aims at:
Maintenance of long-term relationships with
customers.
Retention of customers.
Customized services.
 Major tool for CRM
Maintenance of customer database.

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CRM PROGRAMMES
Loyalty programmes.
Memberships.
Discount coupons.
Personal e-mails.

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CUSTOMER RELATIONSHIP
MANAGEMENT (CRM) –
AIRLINE INDUSTRY
UNDERLYING PRINCIPLE OF CRM IN
AIRLINE INDUSTRY
 Those airlines that can effectively attract, serve
and retain the best customers will see significant
positive effects on their profitability.
 The deeper the relationship the airline holds
with these customers, the more opportunities
there will be for selling additional products and
services.

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UNDERLYING PRINCIPLE OF CRM IN
AIRLINE INDUSTRY
 Those airlines that can effectively attract, serve
and retain the best customers will see significant
positive effects on their profitability.
 The deeper the relationship the airline holds
with these customers, the more opportunities
there will be for selling additional products and
services.

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CRM MODEL
  Input metrics – measures of quality of service,
accuracy, thoroughness.
  Process metrics – measures of behavior of flight
attendants or activity proven to link to good
performance
  Output metrics – Quantifiable things that can be
counted such as repeat customers, new customers
acquired, gross margin , sales revenue, partnerships
with important customers.

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METRICS FOR AIRLINE CRM

Targeting: A key metric is how well

employees target the critical passenger needs in
their markets.
 This data can be gathered through existing
reporting systems, including those that keep tabs
on employee-passenger interactions.

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METRICS FOR AIRLINE CRM
Tactics: How many opportunities employees
create to maximize the value of passenger interactions is
another key metric.

 Key Questions: How is the passenger approached, in

terms of time, place, manner and distribution channel?
How effective is the Web site? Which passengers go
through a travel agent and why? How effective is the
opening of a new market? How many new passengers
attended? How many of these new passengers are now
members of the frequent traveler program? 9
METRICS FOR AIRLINE CRM
Routines: These are best measured in terms
of an employee's use of time, especially time
spent with passengers. Many of the tracking
systems in place in the airline reservation
systems today can be accommodated to measure
the quality and sophistication of employee
routines.

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METRICS FOR AIRLINE CRM
Professional Development:
Human resources systems are a useful source
and often can be configured to keep tabs on
training, seminars and continuing education
units absorbed by each employee.

 Asthe target and tactic metrics reveal gaps,

management can identify specific professional
development needs.
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METRICS FOR AIRLINE CRM
Rewards: Likewise, incentive and
reward systems can be adapted to reward
activities that drive value, not just volume.
Reducing the cost of servicing low-value
passengers.

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TRAVEL AND TOURISM
 Huge amount of business is expected from
this Industry.
 Increase in the disposable income of the
people.
 Most state governments in India have
entered the fray.

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TRAVEL AND
TOURISM
CRM IN TRAVEL AND TOURISM
 Helps to maintain customer’s loyalty.
 Perform more competitively in their dynamic
marketplaces.
 CRM supports the most demanding sales,
marketing, and customer service requirements of
this industry .
 CRM empowers customer-facing professionals
with unmatched levels of reliability, scalability,
and user acceptance

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E CRM IN TOURISM SECTOR
 CRM/ E-CRM enable to retain a one-one
relationship with the customers – a step towards
customer loyalty
“Customers loyalty, has always been valuable
But today it has become vital for success”
Sumeet Kanpur,
CEO,
Global Groupware solution.

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COMPONENTS OF E-CRM

 Call Centre automation (e-CALL CENTER)

 Sales automation (E-SALES)
 Service automation (E-SERVICE)
 Marketing automation (E-Marketing)

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INTERNET IN TOURISM
 Global exposure through Internet has
triggered off a desire to travel overseas
 There is an increase in the number of
Internet users using services to get driving
directions, maps, for place to stay, for
things to do, airline schedules, travel
packages etc.

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CRM PRACTICES IN
HEALTH CARE INDUSTRY

`
INTRODUCTION

The Health Care sector is now opting for Customer

Relationship Management (CRM) in its daily application
because to provide efficient service to the patients .The
hospitals need to retain their customers for long.
CRM enables the health care industry to get essential
customer information and use it as efficiently as possible.
CRM thus enables the health care sector to improve patient
health, increase patient loyalty and patient retention and add
new services as well.
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CRM HEALTH CARE SERVICE
INCLUDES:
 StrategicPlanning
 Communication Services

 Consulting Services

 CRM for physicians

 Database Construction

 Predictive Segmentation

 Communications Strategies

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HERE'S HOW CRM HELPS THE HEALTH CARE
SECTOR:
 CRM Aids Customer Service
CRM provides the organization with the chance to acquire and retain customer
relationships. Millions of patients or customers are being contacted daily through
phone, e-mail, fax, and face to face interactions. All these increase the need for an
affective and well coordinated customer approach. CRM Healthcare supports the
call centre by providing customer service representatives with essential customer
information. This helps the health care sector to access critical information and
deliver value to customers.
 Health Care CRM Boosts Sales and Marketing
CRM Healthcare helps sales professionals to forecast business and increases the
existing sales effectiveness through excellent customer approaches. It facilitates
sales in that it enables the sharing of information across sales teams ,increases and
hangs onto existing sales leads and ultimately provides excellent sales as well as
after sales support.

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CRM AIDS IN OVERALL
PROFITABILITY
CRM helps the health sector to reduce operating costs, reduces errors, and
facilitates better relationships with patients. While improving overall
efficiency it assists in supplying medical professionals and their patients
with a means by which they can communicate effectively. It also maintains
a comprehensive database of health care providers, thus enabling health
care organizations to affectively manage their relationships with them.

Health care organizations using CRM can easily sell their products right
across the globe on account of its sales enhancing capacities. CRM products
enable increased efficiency, better health, and increased customer retention.
The role of CRM in health care is thus diverse and crucial making it an
absolute perquisite for the industry.

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MARKETING STRATEGY
Pizza hut says :
 We want to satisfy our customer by offering them
“ The Best “.

 Be C.H.A.M.P.S
( Cleanliness,Hospitality,Accuracy,Maintenance ,
Product quality and Speed )

 Youwill Find 3F’s at Pizza Hut 24

(Fun, Friendly and Familiarity )

 CRM @ PIZZA HUT
1. PIZZA HUT GIFT CARD
2. ONLINE ORDER
3. REMOVAL OF TRANS FATS
4. NEW CHILDREN’S MENU
5. STAFF TIPS
6. PIZZA HUT GOES VOIP
7. RETENTION AND REWARD
8. WITH AXIS BANK DEBIT CARD
9. WITH CITIBANK DEBIT CARD-1/2 PRICE 25

WEDNESDAY 2 ND AT HALF THE PRICE.

 ORDER ONLINE YOUR OWN
PIZZA

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ORDER FROM MOBILE

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CARDS AND COUPON'S

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SPECIAL DAY OFFERS

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ENDORSEMENT ACTIVITY

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 WALKING THE TALK” WITH YUM!
PRINCIPLES

 Customer Focus
 Belief in People
 Recognition
 Accountability
 Excellence
 Positive Energy
 Team work

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THANK YOU!