Customer Relationship Management or CRM is a strategy and processes used to learn more about customers’ needs and behaviors in order to develop stronger relationships with them. Today marketers consider retaining of customers as much more challenging job than acquiring customers in context of growing competitive forces. The traditional transactional approach of marketing became insufficient to achieve the marketing goals. The focus of transactional marketing is on individual transaction and doesnât
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Marriot International Inc. – CRM Implementation Introduction Marriot International Inc. is one of the leading companies in the hospitality sector. It has around 3‚900 properties and 18 brands such as The Ritz Carlton‚ JW Marriot Hotels‚ Bulgari Hotels and resorts and few others around the world. Founded by J. Willard and Alice Marriott and guided by Marriott family leadership for more than 80 years‚ the company is headquartered in Bethesda‚ Maryland‚ USA‚ and reported revenues of nearly $13 billion
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Relationship Management (CRM) CRM is a cross functional enterprise system that integrates and automates many customer serving processes in sales‚ marketing‚ and customer services that interact with a company’s customers. It also creates an IT framework of Web-enabled software and databases that integrate these processes with the rest of the company’s business processes. CRM helps companies to become customer-focused businesses. Why did Mitsubishi Motor decide to implement CRM? Executives felt
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New York Stock Exchange. COMPANY PROFILE Customer Relationship Management (CRM) software allows companies to manage their contact with their customers. It is critical for every industry to have a wealth of information about each customer’s preferences. CRM allows companies to integrate customer information with marketing promotions that results in higher profitability for the company. For the gaming industry‚ CRM software has allowed them to manage
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HSBC From Wikipedia‚ the free encyclopedia HSBC Holdings plc Type Holding company[1][2] (Public limited company) Traded as LSE: HSBA NYSE: HBC Euronext: HSB SEHK: 005 BSX: HSBC.BH Industry Banking‚ Financial services Founded 1865[3] (The Hongkong and Shanghai Banking Corporation) 1991[4] (HSBC Holdings plc) Founder(s) Thomas Sutherland Headquarters 8 Canada Square‚ Canary Wharf‚ London‚ United Kingdom[5] Number of locations Approximately 7‚200 offices across 85 countries
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HSBC: Who’s the Boss? HSBC: Who’s the Boss? Case Overview In September 2010‚ the business world was shocked by a public boardroom debacle at HSBC. Incumbent Chairman‚ Stephen Green‚ had announced his pre-mature departure from HSBC ahead of schedule‚ putting HSBC’s succession plan into the spotlight. An unforeseen and public power struggle ensued‚ with speculation as to whether incumbent CEO Michael Geoghegan or one of several other possible candidates would get the top job. The chaotic succession
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ORGANIZATIONS SHR601-6 Assessor: Dr PAULINE LOEWENBERGER HSBC CASE STUDY Executive Summary Financial Institutions are known to be highly imperative of continuation of globalization throughout the world. Hence each and every economy has to focus on establishment and proper functioning of both local and globalised financial institutions. HSBC is one of world recognized organization which has great influence on world economy. HSBC can be identified as world largest banking and financial
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24643602 Jiawei Cao MKX9550 Case Study HSBC The tagline of HSBC—“world’s local bank” reflects HSBC’s positioning as a globe-spanning financial institution with a unique focus on serving local markets. HSBC has served over 100 million customers through 9‚500 branches in 85 countries. Therefore‚ HSBC must do a lot of research before segmenting to the international market. The first consideration of HSBC is that the bank works hard to maintain a local presence and local knowledge in each
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HSBC Technological segment: 1. With the development of Internet and electronic techniques‚ HSBC Bank (China) now has electronic banking service: phone banking‚ personal or corporate online banking‚ message service and so on. 2. The crime rate of banking is increasing‚ especially online banking‚ HSBC Bank (China) takes many high-tech protection measures to avoid materials loss especially online transition. 3. There are an increasing number of Chinese students studying abroad‚ so HSBC Bank
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partnering with selective customers to create superior value for the company and the customer. Importance of CRM • • • • Growing de-intermediation process Growth of the services economy Emergence of TQM/ JIT/ MRP/ ERP Advent of digital technology/ complex products/ solution selling • Hyper competition • Changing customer expectation • Globalisation – global account management CRM Process CRM Formation • Purpose – Improve marketing effectiveness – Improve marketing efficiency • Programs – Continuity
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