CRM's role in crisis management

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I am currently in the process of writing my dissertation on CRM and its role in crisis management in the tourism industry, (especially the airline industry)

I am seeking articles, websites, journals, contacts or any information on CRM and the role it plays in Crisis Management and disaster recovery. Any help or advice would be greatly appreciated!!! Thanks!
Laura Paine

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By admin
10th Dec 2001 14:40

What I have seen from our customers (customer service part of CRM) is a reliance of proving a good ROI from the use of CRM technologies - which we can. I have seen two extremes of reactions...

The 'old' addage of costing n times more to get a new customer than keeping an existing one is bought to the fore and hence, CRM is seen to underpin the recovery with focused marketing efforts to known customers. Or,

CRM is junked in a cost-cutting move and the shift to more 'traditional' methods of marketing is enforced. An interesting move here has been BA dropping CRM in favour of Brand Building.

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avatar
By admin
10th Dec 2001 14:40

What I have seen from our customers (customer service part of CRM) is a reliance of proving a good ROI from the use of CRM technologies - which we can. I have seen two extremes of reactions...

The 'old' addage of costing n times more to get a new customer than keeping an existing one is bought to the fore and hence, CRM is seen to underpin the recovery with focused marketing efforts to known customers. Or,

CRM is junked in a cost-cutting move and the shift to more 'traditional' methods of marketing is enforced. An interesting move here has been BA dropping CRM in favour of Brand Building.

Thanks (0)