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Applying Gartners Solution for a Company

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Submitted By tantiaspriha
Words 302
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February 5, 2015
February 5, 2015

Apply the solutions offered by "Gartner’s" article to a company of your choice to correct a situation that according to you qualifies to be referred to as bad customer experience
CUSTOMER RELATIONSHIP MANAGEMENT
Apply the solutions offered by "Gartner’s" article to a company of your choice to correct a situation that according to you qualifies to be referred to as bad customer experience
CUSTOMER RELATIONSHIP MANAGEMENT

Issues in Spice Jet:

1. Rude Staff Behavior

2. Often the flight gets cancelled and a cancellation message is sent across at the last moment

3. A customer cannot rely on Spice Jet for punctuality

4. Nodal officers are not reachable to resolve complaints and the response time of Customer Care is very long which is around 10-12 minutes for just picking up the call.

5. Delays in refunding the cancelled tickets amount

Recommendations:

* Identify Customer Segments and their diversified needs and convert these customers into assets by building up their value. * Value your customer base potential — not just on current profit - build a customer asset portfolio * Establish your market position against requirements and competitors. Emphaseize on building customer relation by taking feedback at different points of the transaction. Define a “valued,” different customer proposition based on competencies. * Make the brand the company DNA to deliver the proposition. * Customize the service at micro level so that customer feels good. * Establish the motivating factors for customer loyalty: Where do you need to excel and where can you cut costs? Any gems? * Develop skills in the new areas of customer relationship building - knowledge management, service, contact, collaboration, and relationship models. Understand what technology enables you to do. * Build a

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