Reference no: EM132833846

Problem 1: Do you agree or disagree with professional service-based organization and identify its value chain members, at least by function. Identify and explain what you consider are the critical CRM requirements each value chain member has in the company's CRM efforts. Why do you agree or disagree

Examine the below and answer the above critique.

• Yet us select airline the example of airlines which is service based organization. To be more precise there are primary and secondary activities which concisely make value chain of the company. here, based on the study from the book, I have selected major three functions which needs more intervention of customer relationship management. First and foremost is ticketing and reservation, it could online or offline ticketing, the software and customer intervention is involved where software send confirmation messages to the customers (Baran & Galka).
• In case of any query the customer care is involved. The second function is Arrival and check in, now due to covid the customers are sent their check in passes online and machines are kept at the airport for touchless check ins. Here executives must guide their customers accurately so that they do not get confused. Moreover, CRM software has to send notification on time to make customer alter and informed. Third function is marketing, where based on the previous bookings and travel history, it is important to share travelling offers to retain customers with the airlines.
• There are several airlines which fly everyday from several locations, the customer can opt for any flights based on cheapest fare and good services. The company has to maintain significant relationship in order to attract new customers and retain existing travelers. Overall, with an advent of technology and huge competition, at each phase CRM plays a significant role in the company. and companies are paying more attention and giving lot efforts to have excellent CRM at place (Eid & Zaidi, 2010).