Generic Benchmarking Worksheet
Task A: Problem/Opportunity Statement
Instructions for Task A: In the Response row, write out the problem/opportunity statements for the scenario for each of the team members.
Response to Task A:
Classic Airlines will maintain its strategic position in the airline industry by creating customer confidence and loyalty, improving profitability, and aligning with its stakeholders.
When Classic Airlines successfully transforms their company into a company that has highly motivated employees and provides quality products and excellent service, they will be able to maintain this status by constantly improving their revenues and total market share.
Classic Airline will improve their customer relationship management process by aligning their customers’ value to their marketing strategy.
Classic Airlines will increase profitability and maximize revenue by ensuring that they effectively manage the CRM programs of the organization and formulate strategic business processes to ensure that the business achieves future business plans.
Generic Benchmarking—The purpose of generic benchmarking is to identify potential solutions to the problem statements defined in Task A. You will do this by looking at how companies in other industries have dealt with similar issues.
Topic A: Identify Best Practices in Customer Relationship Management
Instructions for Topic A: In the Response row, each team member must identify at least one company that has faced and addressed similar situations (successfully and unsuccessfully).
? In the Response row, identify whether the company has been successful or unsuccessful.
? In the Response row, summarize your key findings for the company as they relat ...