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  • Marriott Case Study

    Загружено:

    Birender Singh
    2K просмотров14 страниц
    The document discusses how Marriott, a leading hotel chain, uses customer relationship management (CRM) software and systems. It outlines how CRM helps Marriott simplify customer relationships, boost sales by collecting customer data, and integrate technological and human interfaces to maximize customer service. The document also describes how CRM software allows Marriott to anticipate guest needs, update employees on guests, and facilitate direct communication between guests and staff.

    Исходное описание:

    case study about marriott hotel

    Оригинальное название

    marriott case study

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    © Attribution Non-Commercial (BY-NC)

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    PPT, PDF, TXT или читайте онлайн в Scribd

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    The document discusses how Marriott, a leading hotel chain, uses customer relationship management (CRM) software and systems. It outlines how CRM helps Marriott simplify customer relationships, boost sales by collecting customer data, and integrate technological and human interfaces to maximize customer service. The document also describes how CRM software allows Marriott to anticipate guest needs, update employees on guests, and facilitate direct communication between guests and staff.

    Авторское право:

    Attribution Non-Commercial (BY-NC)
    Скачайте в формате PPT, PDF, TXT или читайте онлайн в Scribd
    Отметить как неприемлемый контент
    2K просмотров14 страниц

    Marriott Case Study

    Загружено:

    Birender Singh
    The document discusses how Marriott, a leading hotel chain, uses customer relationship management (CRM) software and systems. It outlines how CRM helps Marriott simplify customer relationships, boost sales by collecting customer data, and integrate technological and human interfaces to maximize customer service. The document also describes how CRM software allows Marriott to anticipate guest needs, update employees on guests, and facilitate direct communication between guests and staff.

    Авторское право:

    Attribution Non-Commercial (BY-NC)
    Скачайте в формате PPT, PDF, TXT или читайте онлайн в Scribd
    Отметить как неприемлемый контент
    из 14

    1/5/2013

    Group5

    Abhishek Keshri (12) Ajay Kant Verma (16) Akshay Chuahan (24) Avni Jain (50) Birender Singh (55)
    1/5/2013 Group5 2

    Introduction
    Leading hotel chain of the world Manages 1850 hotels and resorts worldwide Known for its impeccable service Strongest collection of Guest Database

    1/5/2013

    Group5

    Case Introduction
    Need of CRM? Application of CRM in Marriott How CRM is boosting up the sales? Simplifying Customer Hotel relationship

    1/5/2013

    Group5

    CRM
    Strategic Customer Relationship Management
    CRM software
    Integration of all technological customer interfaces Front and Back end integration Maximizing the customer relationship

    1/5/2013

    Group5

    CRM
    CRM hardware
    Integration of all human to customer interfaces through technology
    Creating order winners Maximizing the customer relationship

    1/5/2013

    Group5

    Five Views of CRM


    CRM is ultimately what the company defines it to be depending on their business objectives
    Five Views of CRM
    Marketing Automation Sales Automation Service and Service Fulfillment Customer Self-Service E-Commerce

    1/5/2013

    Group5

    Process of CRM
    User CRM Database
    1/5/2013 Group5 8

    Benefits of CRM
    Develop better communication channels Collect vital data, like customer details and order histories Create detailed profiles such as customer preferences Identify new selling opportunities

    1/5/2013

    Group5

    CRM in Motion
    Siebel Systems Inc.
    Founded in 1993 Siebel is taken over by ORACLE Today: Worlds Largest customer centric, eBusiness application software provider 100% value-adding customer information systems

    1/5/2013

    Group5

    10

    Software Utility
    Anticipation of guest needs
    o Room preferences
    o Ammeneties preferences o Food preferences o Event preferences

    Update employees about the guest

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    Group5

    11

    Software Application
    Gives a complete overview about all the hotels of the chain Complete information about hotel Gives UID to guests Direct communication b/w guests and hotel representative

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    Group5

    12

    Conclusion
    Reductions in operating costs A higher percentage of cross-selling Bank of guest database Enhance customer relationship Builds stronger network

    1/5/2013

    Group5

    13

    THANK YOU

    1/5/2013

    Group5

    14

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