Harvard Business Review

MARCH 7, 2017

Consider what’s happened with travel: With the explosion of internet travel sites in the 2000s, consumers took charge of their own travel, and travel agencies hemorrhaged business. According to the travel and leisure marketing firm MMGY, the use of travel agents increased by 50% from 2014 to 2015.

B2B 9

B2B Travel CIO Benchmarking 9

Chart Your Course

AUGUST 14, 2012

The logic behind customer retention management (CRM) is simple — It costs far less money to keep customers happy than to spend much more money replacing the unhappy ones with new customers. Great Customer Service is Not Grumpy, Grouchy or Gross. It is not rocket science. Let me provide you an example of what I am talking about.I

Newsletter 154

Newsletter CRM Customer Loyalty Collins 154

QAspire

JULY 29, 2010

I read something similar to this in a management book related to CRM. This was a nice post to share on weekend!Thanks Thanks Tanmay and have a great weekend. Regards, Jay Chhaya By Anil Kumar, July 30, 2010 @ 8:42 am Perfectly said.

Gantt Chart 130

Gantt Chart Project Budgeting Teamwork 130

Harvard Business Review

JULY 15, 2015

In our experience, the best companies are building up their social media capabilities to capture value by focusing on doing two things well: building a social media CRM to increase relevance and focusing on complete customer care. To scale that connectivity requires integrating social media data into your CRM system.

CRM 8

CRM Company Airlines Guidelines 8

Strategy Driven

JUNE 9, 2014

Don’t forget their managers who force them to use an uncomfortable ‘system,’ a non-sales helpful CRM, and hold their salespeople accountable for their actions and numbers. EXAMPLES: Retail sales, banking, trading stocks, buying cars, traveling, and, most important, the ability to research the opinions and outcomes of others.

Customer Loyalty 63

Customer Loyalty B2C Reputation CRM 63

Strategy Driven

MAY 10, 2018

Not only does it cement a serious working aesthetic, but it also functions as a traveling advertisement for your services. CRM tools can help you manage correspondence, details, and feedback from clients that can help you gather data on what works and what doesn’t. Speak the part, too. Know your best bits.

Licensing 50

Licensing Brand CRM Marketing 50

Eric Jacobson

MARCH 18, 2013

And until organizations tie experience and CRM and empower and align teams to the dynamic customer journey, businesses will continually miss important opportunities to engage and direct customers in every moment of truth. But then again, if it were easy, then anyone could do this and you wouldn't be so special.

B2B 56

B2B B2C Technology CRM 56

Harvard Business Review

JUNE 16, 2015

If we use an automobile analogy, sales efficiency (SE) initiatives — like CRM, training, and KPI dashboards — improve the engine’s horsepower. Companies will spend about $30 billion on CRM alone by the end of 2015, according to Gartner. Big data analytics make these relationships accessible. But the average U.S.

Productivity 8

Productivity Products CRM Efficiency 8

Harvard Business Review

MARCH 2, 2016

” For a first-time guest, that may be helpful; for an experienced traveler, it may be an annoyance. That downgrade will mean a lot to a travel agent or a meeting planner; the black mark may cost the hotel future revenue. For example, business travelers do not need the bellman to point out the television.

Hotels 8

Hotels Travel Porter CRM 8

Harvard Business Review

JUNE 4, 2013

You search for "family friendly vacations" on your desktop computer and find a travel site promoting a "kids stay free" offer at your favorite beach. That evening, while catching up on last week''s TV shows on your tablet, you remember the "kids stay free" offer so you return to the online travel site.

Travel 8

Travel Brand Marketing CRM 8

Harvard Business Review

NOVEMBER 22, 2016

It’s a common misconception that a company must invest in new data warehouses or CRM systems before taking action. Using existing customer data, MGM launched a multivariate campaign, testing different offer packages (a room discount versus a coupon to play slot machines), travel windows, brand messages, email frequency, and more.

Insurance 8

Insurance P&L CRM Telecommunications 8

Harvard Business Review

JANUARY 26, 2017

Companies fail to get the most out of the $12 billion a year they spend on sales enablement tools and the billions more on CRM technology. The sales force gets better and better at things that leaders and customers value less and less while remaining unclear about performance expectations.

Execution 8

Execution Cost CRM Telecommunications 8

Harvard Business Review

NOVEMBER 6, 2015

Now they can selectively choose what they allow websites to put in their browsers, which are people’s main vehicles for traveling online. Or, in the parlance of CRM, retention rather than acquisition. Before ad blocking, individuals had little choice about taking or leaving what websites gave them.

Advertising 8

Advertising CRM Long-term Short-term 8

Harvard Business Review

JANUARY 6, 2015

Worse, a founder will probably assume that such a candidate will quit as soon as he finds out he has to spend five weeks cleaning junk out of a CRM database, or writing a JavaScript crawler to scrape LinkedIn. An MBA from a top school is likely to be perceived as adding limited value at premium cost. There are caveats, sure.

Software 8

Software Engineering Incentives CRM 8

Harvard Business Review

APRIL 13, 2015

Cars allowed customers to travel to a central hub to collect a wide variety of groceries (a far larger selection, in far greater quantities, than they could find at a local general store). The supermarket is a great example. Supermarkets became popular in the 30’s because the mass market had only recently gotten access to cars.

Software 8

Software Trends Mass Marketing Marketing 8

Ask Atma

JANUARY 2, 2011

Customer relationship management (CRM) – a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects. CRM has three principal objectives: Acquire new customers. CRM has three principal objectives: Acquire new customers. Enhance customer service. Skills management.

Management 40

Management CRM Objective Human Resources 40

Harvard Business Review

DECEMBER 26, 2017

By doing so they avoid the delays associated with information and approvals traveling up and down the management hierarchy. an on-boarding manual for new employees, an instrument to monitor plant performance, a CRM tool). ” But which exactly are “only those tasks”? Perennity through detachment.

Decentralization 8

Decentralization Efficiency Mintzberg Operations 8