Customer Relationship Management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers. The work of CRM involves focusing on service-automated processes, information gathering and processing, and integration and automating various customer-serving processes in a company. CRM software is used to support these processes; information about customer and customer interactions can be entered, stored and accessed by employees in different company departments. Typical CRM goals are to improve service provided to customers, and to use customer contact information for targeted marketing. While the term CRM generally refers to software based approach to handling customer relationships, most CRM software vendor’s stress that a successful.
CRM software in India.
What is e-CRM?
Today, more and more airlines are using the Internet to implement e-business applications and CRM strategy. These applications can be very resource intensive. E-CRM is interest intensified in managing customer relationship through the Internet, and many airlines approached this as a separate project to their e-business strategy.
What differentiates airlines in today's hyper-competitive and demand-driven markets is their ability to address their customers' preferences and priorities. This means more than simply knowing and understanding their customers better than their competitors do. It means strategically implementing this customer knowledge in every area of the airline, from the highest management level to all the employees who come into direct contact with customers.
Establishing and strengthening long-term relationships with airline's customers is the key to success. It's the focus of a well-structured and coordinated process of customer relationship management.
E-CRM involves far more than automating processes in sales, marketing, and service and