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



Bibliography: 1. Accenture.   (2012).   21,   2012,   2. Accenture.   (2011).   21,   2012,   3. Wikipedia.   (2012,   22,   2012,  (2012,  November   Information.   (2012).   22,   2012,   (2004).   Retrieved   (2002).   Retrieved   P.   (2012,

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