Let's talk Almost every city had one department store with a big corner clock where people met, perhaps to talk over the events of the day. Do you have opinions about department stores, shopping, about the "olden days" -- or about stores now? How has your city changed since the days when there were one, two, maybe three department stores downtown? Did you used to "meet under the clock?
How did CCL s management build the line into the dominant brand in the industry? The company had long practiced a successful market-expansion strategy, with growth fueled by selling the mass-market cruise category to first-time cruisers.
Less emphasis had been placed on repeat business. Though the segment of potential first-timers remained large, competition for the midmarket vacation dollar was fierce.
Carnival had amassed a large past-cruiser database, though the company had done little with it to date. One driver of carnival s success was a clear vision about the industry it operated in and unwavering commitment to the brand essence.
Product design of fun ship depended on providing quality cruise vacations that exceed customer expectations and needs, Carnival considered it as one of its critical success factors.
Carnival s conservative stance toward IT was also thought to have paid dividends due to the low success rate of many companies who tried the CRM approach.
Why, and for what purpose? Yes, because they want to know their customers better by analyzing data with the purpose of gaining new customers and increasing the loyalty from existing customers. Carnival was just beginning to experiment with loyalty program to incent customers to spend more money on board; and there was growing recognition at carnival of the value of business intelligence about customers to solve complaints.
Also, the firm had the experience of a sophisticated revenue management group since that is using inventory, pricing and booking data to optimally price each cruise and understand performance of agents. Currently, CCL only devoted a fraction of a full-time equivalent employee to customer data analysis, though several data analytic projects were currently in the work.
Basically CCL should take into consideration the following: What else should CCL do to leverage customer data for enhancing the guest experience and the company s bottom line?
Carnival profile customer is well defined, so the customer data could be used to enhance the customer's experience by doing the following:🔥Citing and more!
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Management --Service Operations Management –Fall, Period 2 ( AM – AM) How did Carnival’s management build the line into the dominant brand in the industry? 2.
Should Carnival do CRM? What should CRM look like at Carnival? What does CRM mean to.
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