1 / 18

Jet Blue Airways

Jet Blue Airways. Case Study 2 – CRM Group 7 20100149 Soie Kim 20100442 Yeseul Kim 20100477 Hyangjeong Roh. 2012. 6. 20 (Wed). Jet Blue Background. American low-cost airline What special?. What is Weakness?. Value of Jet Blue. Traditional CRM. Why They C hoose sCRM ?.

qabil
Télécharger la présentation

Jet Blue Airways

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Jet Blue Airways Case Study 2 – CRM Group 7 20100149 Soie Kim 20100442 Yeseul Kim 20100477 HyangjeongRoh 2012. 6. 20 (Wed)

  2. Jet Blue Background • American low-cost airline • What special?

  3. What is Weakness?

  4. Value of Jet Blue

  5. Traditional CRM

  6. Why They ChoosesCRM? Rise ofSocial Media

  7. CRM sCRM

  8. Development - sCRM

  9. Development - sCRM

  10. Development - sCRM

  11. Process WHY Twitter? Free & Readily available Useful to watch reviews and test a variety of tools Useful to expand the system Easy and effective to co-tweet with customers Collaboration with Google Wave

  12. Team Organized They also have a team working on the development of our relatively new Facebook fan page and our fan base in continually growing.

  13. JetBlue Airways answered customer's complaint Real Example : Twitter They answered by hiring employees that work at home such as housewives.

  14. Result – Airline Returns

  15. Jin Air (Korea Example)

  16. Example of Social Network Service (SNS) Jin Air (Korea Example)

  17. Reference • http://www.ecommercetimes.com/rsstory/73225.html - CRM implementation • http://health20.kr/938 - dell& CRM • http://blog.naver.com/PostView.nhn?blogId=hwangstaa&logNo=100121327051 – Facebook and CRM • http://blog.naver.com/PostView.nhn?blogId=hoyory&logNo=120090306958 - SCRM • http://www.facebook.com/notes/plan2f/%EC%9D%B4%EC%A0%9C-%EA%B5%AD%EB%82%B4%EC%97%90%EC%84%9C%EB%8F%84-social-crm-%ED%88%B4%EC%9D%98-%EB%8F%84%EC%9E%85%EC%9D%B4-%ED%95%84%EC%9A%94%ED%95%98%EC%A7%80-%EC%95%8A%EC%9D%84%EA%B9%8C%EC%9A%94/442747962416053 - Internal Case of Jet Blue • http://johnfmoore.wordpress.com/2009/12/11/jet-blue-an-airline-taking-a-distinctly-social-approach/ - Social approach of Jet Blue • http://freesocialcrm.com/blog/2012/01/27/social-media-and-travel/ - Social media • http://www.world-tourism-news.eu/news/jetblue-airways-introduces-go-places-application-on-facebook-R-platform/- about jetblue • http://blog.naver.com/PostView.nhn?blogId=nph400&logNo=147051843 – The range of stock fluctuation of some air company • http://www.crm-reviews.com/on-jetblue-and-crm/ - CRM process • http://www.thefreelibrary.com/JetBlue's+Sales+Team+Takes+Off+With+Salesnet%3B+JetBlue+Selects – traditional CRM of Jet Blue

  18. Thank You!

More Related