Hopefully their new Customer Experience Management scheme that will be launching for the premium pax, together with the redesigned lounges and new seats coming in by year end will help a bit..
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SQ launching new CEM system
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Originally posted by SMK77 View Post
Their problem is that despite the name, they are looking at it as an IT system to be delivered by an IT vendor without really thinking about what it means and takes to be a customer-focused organization.
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Thanks for the link, SMK77. Looks like the standard CYA GLC tender document for a standard CRM system, which I am surprised to bits that they yet to have one! I'm beginning to see that they have not moved much since the eighties with some of their functions still on batch jobs. Horrors.
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New CEM system
http://www.singaporeair.com/jsp/cms/...s/ne130523.jsp
This should be interesting.... There's no way Accenture could design and develop a new system in just over one year, so I hope they mean "select a suitable off-the-shelf system". There are many.
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did anybody come across in mypaper, think its at the back of the paper, this interview with SQ SVP Products (and dont know what else)? He responded to qns abt everything, from poor (flop) NEW website, deteriorating pax service to CEM. I remember reading somewhere ions ago: to say many words, yet not say anything at all, its an art
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Posts about this moved from the other thread.
Originally posted by Savage25 View PostDon't hold your breath. Back when I worked for a consultancy about 10 years ago, SQ was talking to us about something like this.
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