break during the meeting

haha, a little break while working on the assignment.....



here we go again~


hope jenny will give higher mark for us, we are really working!!!!

Session Five: Assignment One Question

Think of the small database we used in our lab exercise - Products and Suppliers. Briefly describe how this database observes any two of the four design principles outlined above.

Answer:

As we can see, the lab exercise - Products and Suppliers is already considered as the first principles "Divides your information into subject-based tables to reduce redundant data", it is becasue we can consolidated all datas into different main categories: Children, Hybrid, Leisure...etc

Also, we can just print everything out in a table or report for the easiest access like the print out I got from the class, a single page which showing all supplier and products info. This is obvious fall into another principles: "Accommodates your data processing and reporting needs"

Session 4: Assignment One Question

Find one example of Internet marketing that you think is particularly effective and one example that is ineffective.

Answer:

The internet marketing that I think is particularly effective is sending out the promotion details using the most common internet communication – Email. Noted that this time, it is nothing about normal direct email or what we called “spam mails”.

The tool they use is “Your friends”

Nowadays, some companies posted up sales promotion coupons in their websites; customers can just simply download it then use it right away, unlimited and free.Those companies don’t need to hire anyone to send out these coupons, because once someone noticed it, then he will start circulating around with his friends and so on. Like the Haagen-Dazs and UA cinema coupons below. It is my 3rd time receiving from my different group of friends. Because these emails are sent from your friends, so that you won’t consider as a junk or spam mails, you will really read it and really read those companies’ messages. Of cause, some of the coupons are really attractive. (smile)





On other hand, the ineffective internet marketing is Pop-up windows advertising. In old days, when getting online started becoming a trend, many companies paid money to other website or search engine to have their company’s page pop up while readers click on specific link or pages. But now, we will just close it once the web browser intent to open a new window for it. In fact, the new browser application have their own security to stop these pop-up add as well. So the chance for us to read their messages is nearly zero. :D

let me blog...

now i am working in china everyday, seem like china blocked the access to blogger..
realllllllllllly bad.....
limited my time to work on my assignments, hahahahaha

Session 3: Assignment One Question

1) List the customer data elements generated when a customer interacts with an airline by (a) making a reservation, (b) using frequent flyer miles, and (c) completing a flight. How does information from CRM improve these interactions ?

Answer:

There are several questions or information we have to provide before we purchase an airline tickets:

Making a reservation:
Passenger name
Country of residence
No. of passenger
Departure date and return date
Round or single trip
Destination
Departure City
Flying class
Any frequent flyer miles membership
Payment method

Using frequent flyer miles:
Frequent flyer miles membership number
Passenger name
Departure date and return date
Booking reference

Completing a flight:
Passenger name
Passenger detail information like such as passport #, gender, date of birth..etc
Country of residence
No. of passenger
Departure date and return date
Round or single trip
Destination
Departure City
Flying class
Frequent flyer miles membership number
Payment method
Booking reference

From all the data elements above, you might notice some of the items are duplicated. When there is a CRM system, we can consolidate all data into one single profile, so when we are trying to get another ticket, we can just simply tell the customer service officer our flyer miles membership number or booking reference, then all other information will be shown up inside the CRM system, it would save a lot of time on giving out our personal information over and over again. Moreover, under this CRM system, we can even preset our meal preference, desired seating location or even our payment method for all future access.


2) What are the benefits of integrating the sales, marketing and customer support function using a single software pacakge and a centralized database ?

Answer:

When there is a centralized database system, then all the data or other information can be share to different departments within a few simple clicks. From clients' order until the shipping status, even the buyer's contact, buying history or behavior can been review for the next approach. All these actions can have more effective in marketing, by increase customer satisfaction; reduce direct-marketing cost to increase the profit.

There are a lot of benefits when all sales, marketing and customer support integrating with the same systems. First of all, understanding your buyers always is a key point to get better business or sales. We can know when was our clients' last purchase order, and then based on their buying behavior, marketing team can arrange a special plan which suitable to them. Secondly, customer support can base on the information which shown in the system to have a closer relation to the clients, saving a lot of time to ask the information which had been asked before. Like the example I used in question 1: HSBC - is using CRM as 1 of their information technology system, all clients’ information saved in their system. So whenever you call to the customer hotline, the customer service officer can review all your records no matter it is credit card account, saving account or investment account…etc

so tired~!

wa...so busy this week...
just read the question once and not yet figure the answer out!
hope i can still get it done before this week lab laaaaaaaa......

>_<