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Mt450 unit 9 assignment

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Running Head: Customer Relationship Management Plan 1
IW Customer Relationship Management Plan
Matthew Mattison
Unit 9 Assignment
MT450

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Customer Relationship Management Plan 2
IW Customer Relationship Management Plan
Synopsis of the Current Customer Management Problems: IW is a spa-centered hotel chain
that has been in the hotel industry for two years. Unfortunately, the chain hotel has failed to fulfil
its mission mandate. During their tenure, International Waters Inc. (IW) has faced challenges in
increasing their customer base. The hotel has not managed to maintain a long-term connection to
clients/ repeat customers.
SMART Goals Addressing the Problems: IW's objective is to be the best spa-centered hotel
chain across America. It will be imperative that staff delight in customers and ensure that they
leave the Spa with a memorable customer experience. The projection for an increase in the
customer base is 500 clients per month, which will increase IW revenue by 40 per cent.
Alignment of Mission to Market/Branding: Employees need to be continuously reminded of
the Spa's objectives. As a marketing director, I will ensure that the company mission and vision
are visible and strategically located at the reception. Also, I will continuously communicate the
Spa-hotel strategy to help the staff stay focused and result-oriented.
Outline of Training of Staff: Training will be conducted in-house, and participants will be
rewarded with a certificate of attendance.
Awareness of Brand Created: In a week, I intend to promote the entity through marketing on
Social Media platforms such as Face Book and Instagram. The target market will clients between
the ages of 30 to 50 years since they have liquid cash at their disposal. The young people have
fewer responsibilities than the middle-aged while clients at 50 have fewer family responsibilities.
Advertising business on social media or Newsletter will boost customer base, make the business
visible and increase company revenue (O’Fallon & Rutherford, 2017).

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Running Head: Customer Relationship Management Plan IW Customer Relationship Management Plan Matthew Mattison Unit 9 Assignment MT450 1 Customer Relationship Management Plan 2 IW Customer Relationship Management Plan Synopsis of the Current Customer Management Problems: IW is a spa-centered hotel chain that has been in the hotel industry for two years. Unfortunately, the chain hotel has failed to fulfil its mission mandate. During their tenure, International Waters Inc. (IW) has faced challenges in increasing their customer base. The hotel has not managed to maintain a long-term connection to clients/ repeat customers. SMART Goals Addressing the Problems: IW's objective is to be the best spa-centered hotel chain across America. It will be imperative that staff delight in customers and ensure that they leave the Spa with a memorable customer experience. The projection for an increase in the customer base is 500 clients per month, which will increase IW revenue by 40 per cent. Alignment of Mission to Market/Branding: Employees need to be continuously reminded of the Spa's objectives. As a marketing director, I will ensure that the company mission and vision are visible and strategically located at the reception. Also, I will continuously communicate the Spa-hotel strategy to help the staff stay focused and result-oriented. Outline of Training of Staff: Training will be conducted in-house, and participants will be rewarded with a certificate of attendance. Awareness of Br ...
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