Visit us at www.gccrm.com | Email Dec 7, 2005 Ice-cream In The Air Firstly, I've to declare I love ice-cream, especially chocolate flavor. Like most of the start-up entrepreneurs, I fly economy all the times, no matter for business and family reasons. Among which, I travel most frequently between the Shanghai and Hong Kong route. Though Dragonair is couple hundred dollars more expensive than other China airline companies, I take her flight mostly and my justification for that is not because of her service (though her service is better), but the food, especially the small cup of Haagan-Dazs after meal - the ice-cream that I regard as too expensive on the earth. Last Friday, when I took Dragonair from Hong Kong to Shanghai, I did an experiment. I took out the ice-cream from the ordinary Haagan-Dazs's package, and put into the small coffee cup. Well... it still tastes good, but not as excellent as having it with the ordinary package. See? Packaging is also part of the customer experience and it affects satisfaction. I've asked some other Dragonair's passengers and they all have a strong memory on having a small cup of Haagan-Dazs at economy class. May be Dragonair should pay more to Haagan-Dazs (or both of them should pay me?) Theme of the Month is "Airlines and Logistics". We've exclusive contribution from Graham Hill, Kevin Jiang, Daryl Choy and cases studies for airlines and logistics industry. Enjoy! Sampson Lee President, GCCRM sampson.lee@gccrm.com 3C Foundation Program on Jan 05, 2006 in Shanghai Register before Dec. 14, 2005 to get RMB 1,780 per person The 3C Method is a structured Customer Management Method jointly developed by GCCRM, an independent CRM evaluation organization and The Customer Marketing International. The 3C Method is based on the backbones of... full story The Sky's The Limit With Airline CRM Getting Bums on Seats Standing in the queue to check in for the short flight from Cologne to Gatwick, it is hard not to be amazed at the enormous changes the airline industry has seen in the last 10 years. A return flight that 10 years ago would have cost... full story Salesforce.com Vs SalesLogix - Both Are Losers In China Market? Free Download of GCCRM Latest Evaluation Report As the CRM software vendors abroad, Salesforce.com receives more market applauses with its better ASP mode, while SalesLogix is the forerunner to China. In Customers' Most Preferable Choice Ranking, they haven't gotten... full story Customer Relationship Management in the Aircraft Industry "Customer Service" Should Be More Than One Department I am not sure whether it is a coincidence, but half of the examples of my usual talks on the theme of CRM are from the aircraft industry. Perhaps this is because business people share some common experiences in this industry... full story The CRM Foundation Corporate Training Program Free Enterprise BodyCheck Within the Promotional Period This one-day Corporate Training Program provides three choices of content: "Foundation Concepts" focuses on the fundamentals and know-how to derive the CRM strategy, whereas "Foundation Method" focuses on the methods and tools... full story How Logistics Management is Going to Impact Your Bottom Line Sales? A Case Study of Logistics Industry If logistics is simply about delivering goods from one point to another, then logistics is nothing new. The idea is simple to understand yet difficult to execute. There are many factors, both controllable and uncontrollable, that can affect... full story CRM Professional Certificate Program Register Before Dec. 31 to get 15% Early Bird Discount Brought to you by GCCRM and BPT Partners (US), the CRM Professional Certificate Program offers first-class training to senior CRM executives in the region. Two key locations including Hong Kong and Singapore are included... full story CRM Implementation in Hong Kong Air Cargo Terminal Limited A CRM Case Study Hong Kong Air Cargo Terminals Limited (Hactl) is the world's leading international air cargo terminal operator. Located at the Hong Kong International Airport, the world's busiest airport for international air cargo, Hactl has played... full story Take The CRMBodyCheckTM Survey Get the free copies of "Best CRM Practice Awards Case Studies" (7 copies) While a full set of framework is well-developed and in place, we believe every system or method should have an evolutionary process to make it perfect and be able to adapt to major market development and changes from time to time... full story GCCRM Vendor Partnership Program For Win-Win Cooperation GCCRM believes every party has a role to play in the CRM industry. Joining hands with appropriate partners and vendors will definitely bring greater success to the industry as a whole. We believe in complementing forces rather than... full story © 2001-2006 GCCRM. All rights reserved. See Privacy & Copyright Notice.