Session 3: Assignment One Question

1. List the customer data elements generated when a customer interacts with an airline by (a) making a reservation, (b) using frequent flyer miles, and (c) completing a flight. How does information from CRM improve these interactions ?

Ans .
Customer data elements generated when a customer interacts with an airline by making a reservation are listed as following, Customer Name, Company Name (if applied), Passport Number, Contact Number, Destination, Flight Class, Flight Details, Date of Reservation, Date of latest Confirmation, Billing Address and Email Address.

Customer data elements generated when a customer interacts with an airline by using a frequent flyer miles are listed as following, Customer Name, Passport Number, Miles Added of Current Flight, Accumulated Miles and Expiry Date.

Customer data elements generated when a customer interacts with an airline by completing a flight are listed as following, Customer Name, Passport Number, Current Flight Time Precision, Customer Comments and Remarks.

The frontline staves like, Customer Servies and Ticket Sales Department are able to gain the customer details easily and immediately, all in one place, hence they can help and deal with customer with different needs, request and enquiry with full information quickly and suitably.


2. What are the benefits of integrating the sales, marketing and customer support function using a single software pacakge and a centralized database ?

Ans.
There are many benefits of integrating the sales, marketing and customer support function using a single software package and a centralized database, since if it was so, staves from different departments, like sales department, customer services and support department and marketing department are able to share customer data and information, moreover, saves work load of entering data, hence staves can help, promote, settle and deal with different customer's need, request and enquiry quickly, realiably and suitably. Moreover, company can widely collect customer data and information throught out all interaction and centralized, hence they can sort out certain precision customer, study about different classes customer behaviour and for futher analysis that helps promotion and improvement in future.