Managing Information Systems- CRM applications primer

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Business Process Re-engineering at Kingfisher Airlines: Leveraging CRM applications

Business Process Re-engineering at Kingfisher Airlines: Leveraging CRM applications

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  • 1. Manish Ballal Niraj Kothawade Sairam Iyer Sanjeev Verma Uday Prakash Business Process Re-engineering at Kingfisher Airlines: Leveraging CRM applications
  • 2. Caveat: MIS-CRM Not a Panacea
  • 3. CRM: Basic Model
  • 4. Why customers quit-how to win customers and keep them for life
  • 5. The Value of CRM.
  • 6. A Working Definition
  • 7. Lessons from Harrah’s
  • 8. Harrah’s: Data analysis strategy
  • 9. The master-stroke
  • 10. Kingfisher: Analytics to the rescue…
  • 11. The Customer is KING: Integration
  • 12. Kingfisher: Touch-points
  • 13. Touch-Points and Integration
  • 14. Kingfisher: Points to remember
  • 15.