Session 3~Assignment one answer

Q: 1.List the customer data elements generated when a customer interacts with an airline by (a) making a reservation, (b) using frequent flyer miles, and (c) completing a flight. How does information from CRM improve these interactions ?

Ans: Cathay Pacific is a selection of oneworld and non-oneworld carriers can be booked online. You can book most flights up to 10 months prior to departure, or just 3 hours before you fly.

Online booking process:

1.check schedules

2.select flights

3.fill in the passengers details

4.payment

5.get the confirmation and print out the e-ticket

How to check-in online↓

http://downloads.cathaypacific.com/cx/olci/EN/1_Welcome_en.html

Currently, they can only handle new bookings made directly online. If you aleardy have a ticket, then we need to contact the travel agent or our reservations office to confirm our travel dates.

2.What are the benefits of integrating the sales, marketing and customer support function using a single software pacakge and a centralized database ?

Ans: CRM software is used to support these processes; information about customers and customer interactions can be entered, stored and accessed by employees in different company departments. Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing.

http://www.youtube.com/watch?v=DHiCDHGK2_0