Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and services, over the duration of their relationship with that supplier. How CEM Relates to CRM? Customer Relationship Management (CRM) is a business strategy to acquire, grow and retain profitable customer relationships. 80% of business managers seem to understand that CRM is a customer-centric way of doing business, not just technology to automate front-office processes.

1. Customer Experience (CX) Management
Travel Industry

2. Who are we
• Pioneers in CX Consulting
• 800+ man years of deployment, implementation & migration
expertise in CX solutions
• 200+ certified CX consultants
• 175+ successful CX deployments worldwide
• 100+ CX training engagements globally
• 20+ countries with on site support presence
• CX++ reusable applications for accelerated
deployments (3000+ user base)
CXM in Travel Industry www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

3. Airline Industry – Top 3 Priorities
(2012)
•CX – A key factor for improving
passenger loyalty
•Unified Passenger data is a need to
improve CX
•Ability to control direct sales
channel is a major CX facilitator
•Emerging touch points identification
and delivery is a must
•Efficiency and effectiveness would
continue to be a priority amid
economic uncertainty
•Identification and Implementation of
more cross sell / up sell
opportunities a must to increase
revenue source
Source : SITA Survey
CXM in Travel Industry www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

4. Top Six IT Initiatives
Mobile Service for Airlines
tops the list as “Smart
Phone” is becoming
increasingly popular to
deliver passenger services
and gain control over direct
sales
A significant new entrant is
Social Media gaining
momentum as a dominant
marketing & service channel
Source : SITA Survey
CXM in Travel Industry www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

5. Major Mobile and Social
Media Initiatives
Source : SITA Survey
CXM in Travel Industry www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

6. CRMIT’s framework for Customer
Experience Management
CXM in Travel Industry www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

7. CX Tools and Technologies
Oracle’s Application Development Platform
(ADF) for Omni-Channel application development
Net Promoter
Score (NPS) for
continuous
measurement
and refinements
on basis of CX
outcomes
Oracle’s Master Data Management (MDM) to Fusion Sales, Fusion Marketing and RN
CX Cloud service are Oracle’s solution
Consolidate, Cleanse, Enrich and Synchronize offerings for Sales, Marketing and
data from multiple systems Service needs of businesses
CXM in Travel Industry www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

8. Key Differentiators
Domain Expertise
Implementers of www.irctc.co.in – The largest ecommerce site in AsiaPac
Other prestigious clients in Travel Domain are Air Canada, CWT, Oberoi Hotels group
company/East Coast Rail/ BalfourBeatty /Gills Cruise/ Tourism Development Dubai
Deep domain expertise of CEO & Senior Management Members in Airlines, Travel and
Transportation Industry
Building Technology Competency
Co-innovators of CRMIT’s CX++ applications
Key Implementation Partner for Oracle® CX stack of Products and Technologies
Flat, field-oriented management structure
Enabling nimble and quick response to clients.
Flexible and adaptable.
Proven track record of long term relationships
CRMIT has implemented some of the most complex solutions on Oracle® technologies through
onsite, near shore & offshore
Project Management
Proven project execution capabilities, quality/metrics focus and global delivery, leads to
successful projects and very attractive ROI
CXM in Travel Industry www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

9. Industries
Real Estate Manufacturing
• Well-implemented strategies for enhanced • Single information sharing platform for all
customer awareness the stakeholders of sales cycle
• Accelerated revenue success in the Real
Estate industry
Telecom Travel
• Understand relationship between industry • Capture various sales and
and business strategy communication activities of travel
• Align business activities to ensure practical business
resulting solutions
Healthcare High Tech
• Manage and track relationships among • Used by over 1/2 million product
stakeholders in the sales cycles designers and engineers worldwide
• Flexibility to modify and add new processes • Products are categorized under 3D
Mechanical design solutions
CXM in Travel Industry www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

10. Industries
Banking & Financial Services Education
• Corporate, Wholesale, Retail banking and • Single information sharing platform
Mortgage financing for all the stakeholders of sales
• Reduce risk and increase productivity cycle
Insurance Life Sciences
• Capture various sales and communication • Understand relationship between
activities of travel business industry and business strategy
• Align business activities to ensure
practical resulting solutions
Retail & Distribution Consumer Goods
• Manage and track relationships among
• Used by over 1/2 million product
stakeholders in the sales cycles
designers and engineers worldwide
• Flexibility to modify and add new
• Products are categorized under 3D
processes
Mechanical Design Solutions
CXM in Travel Industry www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

11. What do our customers say
Thanks for your super
support and very hard
work. These were executed
…CRM IT has demonstrated
professionally and I
the skills and abilities to met
think we got the balance
or exceed all of our business
right, judging by the feedback
expectations…….
and also from my
James T Lane
observations. Vice President - Sales Reporting
Saty Joshi, United Health Group
Interactive Marketing & CRM Marketing Excellence
3M
Throughout the process & requirements gathering workshops and the
subsequent week of determining solutions, completing activities etc, they
have both been very approachable. Their knowledge of CRMoD and their
willingness to offer proactive, practical alternative solutions wherever
possible has made it a pleasure to work with them.
David Atkinson, Functional Analyst, Suncorp Group Limited
CXM in Travel Industry www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

12. Enabling Excellence
Best Customer Relationship
Management Program Award
2012 Winner
Best SaaS-Based Program Award
*Awards and Accolades won by our CRM customers
CXM in Travel Industry www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

13. Global Spread
v
Deployment base spread over 20+
Sales & Support Offices
countries
CXM in Travel Industry www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

14. Reach us
Americas EMEA Oceania
1525 McCarthy Blvd 9 Devonshire Square, Suite 19, 103 George Street
Suite 1000 London EC2M 4YF Parramatta
Milpitas, CA 95035 UK NSW 2150
+1 972 215 0547 + 44 203 586 1248 +61 2 9186 2550
Japan Asia
C/O. Kitatec K K # 14, CRMIT Towers,
2-21-7-703 Kiba, Koto- BTM Layout 1st Stage,
Ku, Tokyo 135-0042, 100 Ft Ring Road
Japan Bangalore 560068 India
+81 3 5809 8444 +91 (80) 4292 5555
CXM in Travel Industry www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

15. Thank you
CXM in Travel Industry www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.