Crm in Airline

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Field
 Research
 Project
 
  Changing
 Trends
 in
 Customer
 Relationship
  Management
 in
 the
 Airline
 Industry
 

  Project
 Proposal
 
  Anand
 Jumani
 
 
 
 
 MGB12IBWM031
  Nikunj
 Karnani
 
 
 
 
 
 
 
 
 
 
 
 
 
 MGB12GLM013
  Prachir
 Verma
 
 
 
 
 
 
 
 
 
 
 
 MGB12IBWM044
 

 
 

Under
 the
 guidance
 of
  Dr.
 Ianna
 Contardo
 

 
 
 
 
 
 
 
 
 
 

MGB
 November
 2012
 Batch
  Dubai
 Cohort
 


  Table
 of
 Contents
 
TABLE
 OF
 CONTENTS
 ...................................................................................................................................  3
  INTRODUCTION
 ..............................................................................................................................................  4
  WHAT
 IS
 CRM?
 .................................................................................................................................................................  4
  EVOLUTION
 OF
 CRM
 ........................................................................................................................................................  5
  BENEFITS
 OF
 CRM
 ............................................................................................................................................................  6
  LIMITATIONS
 OF
 CRM
 ......................................................................................................................................................  6
  RATIONALE
 AND
 PURPOSE
 OF
 THE
 STUDY
 ..........................................................................................  7
  HYPOTHESIS
 AND
 VARIABLES
 ..................................................................................................................  8
  HYPOTHESIS
 .......................................................................................................................................................................  8
  VARIABLES
 ..........................................................................................................................................................................  8
  RESEARCH
 METHODOLOGY
 .......................................................................................................................  9
  EXPLORATORY
 RESEARCH
 ...............................................................................................................................................  9
  DESCRIPTIVE
 RESEARCH
 ..................................................................................................................................................  9
  CAUSAL
 RESEARCH
 .........................................................................................................................................................  10
  LIMITATIONS
 IN
 THE
 RESEARCH
 METHODS:
 ...............................................................................................................  10
  BIBLIOGRAPHY
  ............................................................................................................................................  11
 

 

Table
 of
 Contents1
 

  1. Introduction
  2. What
 is
 CRM?
  a. Evolution
 of
 CRM
  b. Benefits
 and
 Limitations
  c. CRM
 and
 Customer
 Satisfaction
  d. CRM
 in
 the
 Airline
 Industry
 
  3. Research
 Methodology
  a. Types
 of
 methods
 used
  b. Hypothesis
  c....
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