CRM IN SERVICE INDUSTRY

CRM IN SERVICE INDUSTRY

PRESENTED BY: 1. KHUSHAL DABHI 5 2. KARTIK DOSHI 8 3. PRANAV NEGI - 26 4. KARISHMA VIJAY - 42 5. SATYAPAL SISODIYA - 50 6. HARDIK VEKARIA - 61

OBJECTIVES
PRIMARY OBJECTIVE: IMPORATNCE OF CRM IN SERVICE INDUSTRY.

SECONDARY OBJECTIVE: TO FIND HOW SATISFIED THE CUSTOMERS ARE WITH KINGFISHERS CRM POLICY

Flow of presentation
Meaning of CRM Why CRM Strategies of CRM CRM in aviation industry Questionnaire Analysis of CRM Kingfishers CRM policy Recommendation of CRM policy Conclusion

Customer relationship management

"A management approach that enables organizations to identify, attract and increase retention of profitable customers, by managing relationships with them." Identify the right customer Enables to retain valuable information Reflect the customer trait policy Providing services and maintaining relations

Why CRM
1. Competition is fierce

2. The economics of customer retention are unequivocal

3.Technology allows airlines to do this more effectively and profitably today.

Strategies of CRM

The importance of a clear customer experience strategy

Selecting the correct people

Developing, motivating and managing your people

Establishing effective service delivery processes

Building in continuous improvement

Ensuring managers are the key change-agents

CRM in aviation industry

One to one relationship with all the customers Customer relations are the key to business growth Adapt e-CRM to increase profitability Using internet to implement CRM strategies In aviation CRM builds loyalty

Questionnaire analysis
Analysis of 100 people who generally travelling in airlines 1. Income per year
40 35 30 25 20 15 10 5 0 (a) <25,000 (b) 25,000-40,000 (c) 40,00075,000 (d) >75,000

2. Trips in air per month

50 45 40 35 30 25 20 15 10 5 0 (a) 1-3 (b) 3-5 (c) 5-8 (d) >8

3. Do you heard about the customer relationship management

100 90 80 70 60 50 40 30 20 10 0 (a) yes

(b) no

4. Your most preferable airlines in terms of customer relationship management

70 60 50 40 30 20 10 0 (a) Kingfisher airlines (b) Jet airways (c) Air India (d) Spice jet (e) Any other specify

5. You like the kingfisher airlines e-CRM policy

100 90 80 70 60 50 40 30 20 10 0 (a) yes (b) no

6. Your satisfaction level of kingfishers airlines

45 40 35 30 25 20 15 10 5 0 (a) very less (b) average (c) good (d) very high

KINGFISHERS CRM POLICY

Kingfisher Airlines using e-CRM policy Implement e-CRM to create better customer relations Implementation of the customer knowledge in area of the organization Investment in technology for customer satisfaction is high

IMPLEMENTATION
Directly connect airlines and passengers.

updated in real-time, therefore always up-to-date Enhance airlines competitive advantages over its rivals.

Suppress time and place limits.

Profitable and sustainable revenue growth.

Recommendation of CRM policy

Pricing Policy Information in advance regarding delay in service Security System

CONCLUSION
CRM is the key element in service industry In service industry they increase their profit by effective CRM

Bibliography
www.kingfisherairlines.com www.wikepedia.com www.google.com Marketing Management By: Philip & Kotler IT for Managers By: Loudon & Loudon

THANK YOU