Difference between revisions of "KLM case"
From wikikotten
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* they just won a reward, hyped by attention, proof that is worth it | * they just won a reward, hyped by attention, proof that is worth it | ||
* it is in the strategy, "a more direct relationship with its customers" | * it is in the strategy, "a more direct relationship with its customers" | ||
| − | * support Paul Gregorowitsch (VP) | + | * support Paul Gregorowitsch (VP), and he evangelised up and down the hierarchy |
==Contra== | ==Contra== | ||
* Parts of KLM still in an operations mode, not so much customer centric | * Parts of KLM still in an operations mode, not so much customer centric | ||
| − | * Still | + | * Still a lot of work in own department |
| − | * bad experience with broad | + | * bad experience with broad scope ICT projects (1997) |
* Merger with Air France | * Merger with Air France | ||
Revision as of 07:40, 25 November 2007
How difficult will it be to get CRM beyond marketing into the rest of KLM
PRo's
- they just won a reward, hyped by attention, proof that is worth it
- it is in the strategy, "a more direct relationship with its customers"
- support Paul Gregorowitsch (VP), and he evangelised up and down the hierarchy
Contra
- Parts of KLM still in an operations mode, not so much customer centric
- Still a lot of work in own department
- bad experience with broad scope ICT projects (1997)
- Merger with Air France
