Customer Relationship Management Case Study

Customer Relationship Management it is a strategy used to learn more about customers behaviours and needs in order to improve strong relationship companies use to manage and analyse customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving slaes growth(Wu & Lu, 2012). CRM systems are designed to compile information on customers across different channels or points of contact between the customer and the company which could include the companys website, telephone, livechat, direct mail, marketing materials and social media. CRM systems can also give customer-facing staff detailed information on customers personal information, purchase

This will be useful to make customer relationship longer, and we can suggest them more information about our services and we can put our resort pictures on the website to feel good impression for customers, And whatever collect information we can also give them special offers for their wedding Anniversary day and birthdays like (email invitation, texting)

For example: Whatever we talk with the class about fruit vendor their customer is going everyday to buy fruits and the fruit vendor making long relationship like asking about their family and friend 's details.

Same as in resort if I 'm the customer I will go every year but one fine day the resort was fully booked I didn’t know that and I went with my family. That was so bad to me in that case if they are provide online booking and adopt technology we can know before that the resort is fully booked are not yet and we can block to book if that is busy season this kind of situation it will be useful to make good relationship with customers.

Building Blocks of CRM: