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Southwest Airlines

C/M/1120. Customer Relationship Management

WORDS:
3800
DATE:
2009
PRICE:
39.99 GBP

The paper examines the benefits and techniques of customer relationship management (CRM) tracing its history, highlighting its role in gaining customer's loyalty and describing the use of Information Technology (IT) for implementing CRM. Examples are provided of the CRM applications in the Southwest airlines, Ritz Carlton and Dell Computer Corporation. The challenges of CRM implementation are outlined suggesting the ways to address them.

 

KEYWORDS: Customer Relationship Management, CRM,

 
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