Premium Essay

Oberoi Crm

In: Business and Management

Submitted By arnabiims
Words 310
Pages 2
Going by the old adage, ‘Atithi Devo Bhavah’, it is very crucial for hotels to be customer centric. Each past customer provides an opportunity for repurchase and recommendation. Customer Relationship Practises should therefore start from the very top of the organization. It should be the core value that steers the hotel forward.
The Oberoi Group
The Oberoi Group, founded in 1934, operates 28 hotels and three cruisers in five countries. The Group is also engaged in flight catering, airport restaurants, travel and tour services, car rentals, project management and corporate air charters.
Oberoi Hotels & Resorts is synonymous the world over with providing the right blend of service, luxury and quiet efficiency. Internationally acclaimed for all-round excellence and unparalleled levels of service, Oberoi hotels and resorts have received innumerable awards and accolades.
CRM at Oberoi
The Oberoi Hotels, having identified two customer segments, operate under two brands. These separate chains of hotels cater to the differing needs of the different segments of customers that the group targets. The chains of hotels are:
• Trident Hotels: Trident hotels are five-star hotels. They combine state of the art facilities with dependable service in a caring environment, presenting the ideal choice for business and leisure travellers. At present there are nine Trident hotels in India. These are located in Mumbai at Bandra Kurla and Nariman Point, Gurgaon (Delhi National Capital Region), Chennai, Bhubaneshwar, Cochin, Agra, Jaipur and Udaipur. The Oberoi Group also operates a Trident hotel in the Saudi Arabian city of Jeddah.
• Luxury Oberoi: The last decade has witnessed the debut of new luxury Oberoi leisure hotels in India and abroad. In India, these hotels include The Oberoi Rajvilas, Jaipur; The Oberoi Amarvilas, Agra; Wildflower Hall, Shimla in the Himalayas; The Oberoi…...

Similar Documents

Premium Essay

Crm in Hotel Industry

...Customer relation management (CRM) Topic- Comparative analysis of CRM tools in Hospitality industry ACKNOWLEDGEMENT We would like to express our gratitude toward Mrs. Vandana Ahuja ma’am for her kind co-operation and encouragement which helped us in completion of this project. We would also like to express our special gratitude and thanks to industry persons of Taj and Oberoi group of hotels for giving us such attention and time. Our thanks and appreciations also go to our colleagues in developing the project and people who have willingly helped me out with their abilities. * Group members INDEX 1. CRM introduction 2. Architecture of CRM 3. Hospitality industry 4. Classification of industry 5. Top players in India 6. Challenges for hospitality industry 7. Customer management in hotel industry 8. Research framework 9. Technology and CRM 10. CRM software for the hotel industry 11. CRM in Oberoi hotels 12. CRM in TAJ hotels 13. CRM implementations 14. Conclusion 15. Recommendation 16. Bibliography CRM INTRODUCTON Customer satisfaction is a business philosophy which tends to the creation of value for customers, anticipating and managing their expectations, and demonstrating ability and responsibility to satisfy their needs. Qualities of service and customer satisfaction are critical factors for the success of any business. Enterprises exist because they have a customer to serve. The key to...

Words: 9495 - Pages: 38

Premium Essay

Crm in Retail

...1.6 CRM Practices in Retail Sector India presents a huge opportunity to the world at age, to use as a hub. Standing on the threshold of a retail revolution and witnessing a fast changing retail landscape, India is all set to experience the phenomenon of global village. India is the “promised land” for global brands and Indian retailers A “Vibrant economy”. India tops in the list of emerging market for global retailer and India’s retail sector is expanding and modernizing rapidly in line with India’s economic growth. The future is promising; the market is growing, government policies are becoming more favorable and emerging technologies are facilitating operations. Retailing in India is gradually inching its way toward becoming the next boom industry. The whole concept of shopping has altered in terms of format and consumer buying behavior, ushering in a revolution in shopping in India. Modern retail has entered India as seen in sprawling shopping centers, multi-storied malls and huge complexes offer shopping, entertainment and food all under one roof. The Indian retailing sector is at an inflexion point where the growth of organized retailing and growth in the consumption by the Indian population is going to take a higher growth trajectory. The Indian population is witnessing a significant change in its demographics. A large young working population with median age of 24 years, nuclear families in urban areas, along with increasing working-women population and emerging......

Words: 2764 - Pages: 12

Premium Essay

Crm in Recruitment

...A study on the Customer Relationship Management (CRM) system at a global recruitment firm. How it affects to operational management process. Mohd Faisal MOHD HAMA Abstract The present paper document on a study of implementing Customer Relationship Management System (CRM) at one global recruitment company headquartered in Manchester United Kingdom, as a way of operation process improvement. This paper will highlight on the company condition before implementing the CRM system, the transition and how it affects the company operational management. The result has indicates that the use of CRM system has significantly improves in terms of client and candidates management system, invoicing and management functions in the organization. In addition, the implementation of the CRM system has allowed the company to centralized it operation, in terms of recording and sharing information on a global scale which enhance the company data efficiency and data management. However, due to lack in the software capabilities and end user knowledge, few problems are identified and how it affect in the system efficiency. Note: The company name used in this paper is a pseudo in which due to privacy and confidential reason practice by the company interviewed, the real name of the company has been agreed to be disclosed to respect the company wishes. Keywords Data Management - Process Innovation - Recruitment - Operation Management Introduction Peter Drucker, a writer and a......

Words: 5360 - Pages: 22

Free Essay

Ms Oberoi and His Legecy

...LDEN/063 IBS Center for Management Research MS Oberoi and His Legacy This case was written by Nitya Iyer, under the direction of Debapratim Purkayastha, IBS Center for Management Research. It was compiled from published sources, and is intended to be used as a basis for class discussion rather than to illustrate either effective or ineffective handling of a management situation. 2009, IBS Center for Management Research. All rights reserved. To order copies, call +91-8417-236667/68 or write to IBS Center for Management Research (ICMR), IFHE Campus, Donthanapally, Sankarapally Road, Hyderabad 501 504, Andhra Pradesh, India or email: LDEN/063 MS Oberoi and His Legacy “My life has been achievement-oriented. I started off as a coal clerk at the Cecil Hotel in Simla. But I always had dreams and I worked my way at fulfilling those dreams.”1 MS Oberoi, the Founder of the Oberoi Group. “His [MS Oberoi’s]legacy isn’t just the hotels. His life has been a living example that nothing is impossible. Persistence brings success. His legacy is for the world to see and learn.”2 -Sanjiv Malhotra, Vice-president, Oberoi Towers, Mumbai, September 2001. “I have great respect for the professionalism of Oberoi Hotels. To me, both the hardware and software components are equally important in a complete hotel product and the Oberoi brand excels in both. P R S Oberoi stands for uncompromising quality like his late father and in this country at......

Words: 10980 - Pages: 44

Premium Essay

Defination of Crm

...CRM is an acronym that stands for Customer Relationship Management. It describes the strategy that a company uses to handle customer interactions. One example of a common CRM strategy is the rewards card program offered by many supermarkets. The store gives its customers a free card that gives them access to special deals and discounts when they swipe the card during checkout. But that card also tracks everything the customer buys and allows the store to create an extremely detailed customer profile based on his or her purchasing habits. Armed with that information, the store can then offer its customers targeted coupons and other programs that will motivate its customers to buy more products from that store. Many CRM software and/or service packages exist to help companies manage the customer relationship process. In fact, salespeople tend to think of these computer programs as the be-all and end-all of CRM. But CRM has existed for much longer than the computer – in fact, it has been around in one form or another for as long as people have been buying and selling. Computers have greatly enhanced the customer relationship management process because the key to a good CRM is uncovering and storing information about customers. The more a company knows about its customers, the better it can manage those relationships – as in the above example of supermarket rewards cards. CRM software can help by storing all this information in an easy-access format. With a typical CRM program...

Words: 632 - Pages: 3

Premium Essay

Crm Highlight

...four major perspectives on CRM: strategic, operational, analytical and collaborative several common misunderstandings about CRM a definition of CRM the six constituencies having an interest in CRM how important CRM issues vary across industries five generic models of CRM. Introduction The expression customer relationship management (CRM) has only been in use since the early 1990s. Since then there have been many attempts to define the domain of CRM, a number of which appear in Table 1.1. As a relatively immature business or organizational practice, a consensus has not yet emerged about what counts as CRM. Even the meaning of the three-letter acronym CRM is contested. For example, although most people would understand that CRM means customer relationship management, others have used the acronym to mean customer relationship marketing.1 Information technology (IT) companies have tended to use the term CRM to describe the software applications that automate the marketing, selling and service functions of businesses. This equates CRM with technology. Although the market for CRM software is now populated with many players, it started in 1993 when Tom Siebel founded Siebel Systems Inc. Use of the term CRM can be traced back to that period. Forrester, the technology research organization, estimates that worldwide spending on CRM technologies will reach US$11 billion per annum by 2010.2 Others with a managerial rather than technological emphasis, claim that CRM is a disciplined......

Words: 8031 - Pages: 33

Premium Essay

Mashkin Crm

...ensure our profitability. Using CRM we can manage how we get customers, keep them, and service them. First, we should identify and prioritize our CRM needs, both short-term and long-term. We should also consider how our tactics fit into the larger, more strategic long-term program. Through social listening, we can find out more about the customer. Engaging the customer is very important. By analyzing and applying analytics to develop profiles of participants, we can group them and target the groups. We should identify/ differentiate the customer to ensure that we are providing services to reach their needs. Also, we need to make sure we are responsive. Furthermore, we must have a quality IT infrastructure and provide proper training to ensure the CRM project is successful. (2) When implementing CRM at Mashkin, files were transferred without chronology. This made users even more inefficient than before. Mashkin provided no structure to ensure employees completed their training, and training was only a few minutes long. In addition, financial advisors and sales people still preferred to use their old technologies. The IT department was only asked to support Mashkin’s business needs and not the customers’ business needs. I believe this was a huge reason for the failure. Having a solid IT system as part of the CRM strategy would have helped increase efficiency. Also, the structure also should have been updated to support the CRM implementation. If Mashkin......

Words: 577 - Pages: 3

Premium Essay

Introduction to Crm

...Part 1 – Introduction to CRM CRM basically stands for Customer Relationship Management. It entails all aspects of interaction that a company has with its customers, whether it is in sales or service-related. Hence, CRM provides the business data to help you provide services or products that your customers want, provide better customer service, cross-sell and up-sell more effectively, close deals, retain current customers and to better understand who your customers are. The main purpose of CRM is generally to provide a better service to your customers. Though, CRM not only improves the service to your customers but a good CRM capability will also reduce costs, wastage, and complaints. In addition, CRM enables instant market research as well as opening the lines of communications with your customers that will give you a direct constant market reaction to your products, services and performance, far better than any market survey. The strongest feature of CRM is that it is very cost-effective. The advantage of decently implemented CRM system is that there is very less need of paper and manual work which requires lesser staff to manage and lesser resources to deal with. The technologies used in implementing a CRM system are also very cheap and smooth as compared to the traditional way of business. Furthermore, it is not only used to deal with the existing customers but is also useful in acquiring new customers. And by efficiently dealing with all the customers and providing......

Words: 702 - Pages: 3

Premium Essay

Crm in Hotels

...CRM IN HOTEL INDUSTRY WELCOMGROUP MAURYA SHERATON Customer Service is now more fashionably called Customer Relation Management. ITC Maurya Sheraton has been following an unstructured form of CRM with a narrow focus of serving the customer well and in a most efficient manner. The concept of Customer Relationship Management has a broader focus of not only serving the customer but also creating the customer and retaining him for measurable and substantial returns. CRM is a vast subject where the concept of one to one marketing is supported by Database Marketing. MAURYA SHERATON DEFINES CRM AS “Customer Relationship Management is a process of managing customer relations in an organized way”. They aim at managing “each moment of truth” that is experienced by the customer. According to Mr Hariharan there are various contact points where the hotel comes in direct contact with the customer which are known as ‘Touch points’ in the CRM language. These touch points are considered important as there is direct interaction with the customer and they provide valuable input to the hotel. The input provided by the customer has to be captured in such a way that it becomes information and can be used by various processes within the hotel. This can be done with the help of technology and the aim is that whenever there is a customer interface with any of FIELD PROJECT CRM IN HOTEL INDUSTRY those processes they are able to use that......

Words: 7278 - Pages: 30

Premium Essay

Oberoi Crm

...Preparation of Budget of an event For a person new to the financial aspects of running an event, the planning of a budget may not be as easy as it first appears, since a great deal of information has to be collected which might not be obvious at the start. However, the time & effort put into careful preparation of a budget is extremely important to the success of the event. The budget for an event may be no more complicated than a list of revenues & costs, or it may be vastly complicated. Either way, it has to be determined with the objectives of the event in mind. So, what is the financial objective? Is the event intended to make money or simply to cover its costs? If it is to cover costs, what is the total amount that can be spent, specified either by the clients or by the organizing committee? Some Common Budgeting Mistakes • Ignoring objectives of the event when setting the budget. • Plucking figures out of the air before finding out how much the event is going to cost. • Not involving everyone concerned in the budget preparation & failing to identify the full range of costs accurately. • Being over-optimistic about the demand of the event or failing to find a venue with enough capacity. • Overlooking subsidiary issues such as costs of ensuring safety & security, tax etc. • Not having enough capital or start-up funds to get the event off the ground, given the need for deposits or advance payments of various kinds. • People......

Words: 401 - Pages: 2

Premium Essay

Crm at Dell

...Dell’s CRM effort INTRODUCTION The computer industry encompasses computer software, computer hardware, as well as the production of computer components, assembly, logistics distribution, sales, marketing, and the provision of information technology services. Dell is in the business of manufacturing computers and servers. Its competitors are Hewlett Packard/Compaq, IBM, Apple and Gateway. The new trend in the computer industry is to become a virtual corporation and Dell is leading the way. According to Dedrick and Kraemer (2006), “Dell is aiming to combine the cost advantages of horizontal specialization with close coordination of vertical integration.” In the early 1990’s, Dell shifted gears and tried to distribute its products through retail outlets, later realizing how unprofitable this approach was. It decided to focus on improving customer service and support by allowing customers to place and custom configure orders directly. This resulted in a unique strategy, synonymous with Dell, customization. Nearly one out of five standards-based computer systems sold in the world today is a Dell. Dell has one simple concept: to sell computer systems directly to customers. Dell’s customers are global wide and range from individuals, small businesses, large businesses, and institutional organizations, such as schools and hospitals. The mission statement for Dell is “to be the most successful computer company in the world at delivering the best customer experience.” Since......

Words: 2596 - Pages: 11

Premium Essay

Oberoi Hotel

...To: Vikram Oberoi, General Manager of Oberoi Hotel Group From: Venus Wang, Strategy Consultant Date: November 24, 2015 Re: Oberoi Group Consulting Project After a carefully review of Oberoi Group operation situation, I identified one issue waiting for immediate solution as one customer was heavily interrupted by train noises therefore cancelled his last nigh stay in Oberoi Vanyalilas resort. In order to meet company’s need for long-term growth, expansion plans are also provided with specified implementation plan. Paid for $1,000 U. S. dollors, customers expect perfect services without any disappointment. One way to address the noisy problem is to ask manger on duty to send apology letter and refund three- days stay cost to this customer. It is the most efficiency way to solve this urgent issue, however future customer might confront the noisy interruption repeatedly, potentially damaging company’s reputation of “ zero defect service and unforgettable luxury experiences. Therefore a follow up plan is necessary. Adding up soundproof layer for each tent will permanently solve the problem. Even though the installation procedure might take a longer time and cost company $ 20,000- $30,000 U.S. dollars, from a long term is cost effective as the renovation will firm company competitive advantage in maintaining a consistent industry leading hospitality service. The other long-term problem arises from the increasing......

Words: 552 - Pages: 3

Premium Essay

Crm Presentation

...Customer Relationship Management (CRM) Services, Support, Sales, Marketing Jasim January 2016 Table of Contents Section 1 What is CRM Section 2 CRM in Telecom Business Section 3 Table of Content CRM within IT Landscape Section 4 CRM Data Source Section 5 CRM and Business Strategy Section 6 CRM and Organization Section 7 CRM as A Differentiator Section 8 Current Telecom Challenges Section 9 Current and Decision Making What is CRM ? “(CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth.” “Customer Relationship Management – in short CRM - is a customer-oriented strategy. The company and its processes are customeroriented. The aim is to increase customer satisfaction and long-term customer loyalty to the company. This can be achieved by an individual customer care.” Source: SearchCRM Source: SmartCRM A management philosophy according to which a company’s goals can be best achieved through identification and satisfaction of the customers' stated and unstated needs and wants. Source: BusinessDictionary What is CRM ? Customer Service Sales Marketing Customer Support CRM in Telecom Business  Telecom operators are......

Words: 1319 - Pages: 6

Premium Essay

Crm Project

...Section: __________ Project Description The objective of this individual project is for you to learn about CRM and understand the use and benefits of CRM technology in sales 1. In Blackboard, you have several resources available to you. Take advantage of them. Some are short videos on YouTube; others are websites on specific CRM technology companies. If you are on campus, you can also visit RB 170 (Ryder Building) when it is not occupied with a course, and log into the most popular web-based software application (cloud-based), Salesforce. 2. Please answer the questions at the end of this document. Submit in Blackboard. Assignment Deliverables READ CAREFULLY - You will turn in one (1) Word or PDF document using this file as your template. This is an individual assignment. Please follow this template and type your name and ID on each page in the header. Then simply type your response in the space provided below each question. Follow these guidelines: * The answers should be based on the information you have researched and gathered. * This is a professional paper. Proofread and spell check before submitting. Format should be professional. We sell even in written form! I am not a mind reader so use complete, clear and descriptive sentences. Use as much space as you need but don’t ramble. * Make sure you include the list of links used for reference below. Links of three websites used for references: 1.......

Words: 634 - Pages: 3

Premium Essay

Crm of Microsoft

...Microsoft Dynamics CRM 4.0 User’s Guide i Microsoft Dynamics CRM 4.0 User’s Guide Copyright Information in this document, including URL and other Internet Web site references, is subject to change without notice. Unless otherwise noted, the companies, organizations, products, domain names, e-mail addresses, logos, people, places, and events depicted in examples herein are fictitious. No association with any real company, organization, product, domain name, e-mail address, logo, person, place, or event is intended or should be inferred. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Microsoft Corporation. As the software licensee, you may make reasonable customizations to the software online help documentation for your internal use only. You are solely responsible for and bear any and all liability relating to any customizations you make. This includes any adverse effect that your customizations have on any functionality of the licensed software, the software documentation itself or otherwise relating to use of your customizations. Please note that installing software upgrades may rewrite customized online help files. Microsoft may...

Words: 193152 - Pages: 773