Session 3, Assignment one

Question 1, answer:

a) making a reservation

1. departure / destination
   
2. date & time of departure
   
3. date & time of arrival
   
4. one way or return 
   
5. Airline
   
6. Class
   
7. Fare of ticket including every charges
   
8. name & ID no. of passenger 
   
9. providing email address or tel no if necessary
10. membership

b) using frequent flyer miles (apart from point a)

1. check the miles point in account
   
2. gained points can exchange for what kind of tickets/destination
   
3. check the date & time of departure of this scheme
   
4. check if any available seats remaining from this scheme
   
5. check discount or special price offered  
   

c) completing a flight

1. confirm all details
   
2. arrange payment
   
3. a e-ticket / flight ticket are generate
   
4. check-in by personal or internet
5. seat request 
6. meal special request 

All these information from CRM can improve the staff increase their productivity, after the 1st entry, all information will be generate into next step, also which is more easy for the sales staff to handle the service request.  

For sure, it is easy for customer to check their flight planning by just a name or a reservation no. then CRM will generate the all information of your flight, you can do all check-in, meal selected on line, read all entertainment, which film, songs will be provide during the journey, the map of seat etc... is convenience for all passenger to got what information where they are at any time by just one name/no. is fine.

Question 2, answer:

Benefits for sales, marketing & customer support function

To have the customer information in CRM, it is what the information needed from the market search, to create compaigns for target customer, this is from single software package.  Information give ideas to sales & marketing to indentify loyal customer, profitable customer by providing individual service, it is up-selling define: marketing of higher-value products or services to new or existing customer, let customer create differenciation & loyalty.

For cenralized database, minimize the workload of staff, entities opportunities for promote package according to difference type of customer, this is from centralized database.  Information provided can let the sales & providing package for difference type of customer.

In conclusion, sales increase, cost reduce, long-term relationship with customer & profit increase.