SHUBHAM KAMBOJ

Register No – 2227558

Section -1MBAH

Decision Sheet

Of

Customer Relationship Management: The Tudor House

Makes Amends
Introduction

 The Tudor House hotel, New Delhi, had been operational since 1950.
 one of the pioneering five-star hotels of independent India.
 The hotel had a number of iconic restaurants such as Jacaranda, Peshawar Pind, Mystic
Mediterranean, and the Tea House.
 one of Delhi’s oldest five-star patisseries—Danish Delicatessen.
 the most popular cakes, at Danish Delicatessen was the fruit pudding.
 The hotel had a rich past and a quiet charm that made it the favored choice among the
influential and aristocratic who’s who of Delhi.

Problems

How to maintain a perfect balance between appeasing the angry customer and yet not creating a
precedent for further complaints at the Tudor House.

Assumptions

 Lack of customer data.

 Poor service support.
 Not having sorting to prioritize issue.
 Lack of innovation in generating customer loyalty.
 Lack of new technological tools that enabled maintaining and managing customer
relationships and, therefore, customer loyalty, more effectively

Criteria

 Customer satisfaction.
 Change with the dynamics of market.
 Adapt new technologies which help in managing the customers.
  Team decision making.

 Maintaining Tudor House reputation.

Options & Impacts

1. MANAGE CUSTOMER DATA: - Maintains data on customers that not only

pertains to the details about the customer – such as name, address and demographic
profile – and the products the customer has purchased, but also maintains a history of the
contacts with the customer. With such data available to them, hotel personnel can recall
any prior transactions with the customer, showing that they are aware of the customer’s
needs.
2. SERVICE SUPPORT: -system can provide data and analysis regarding all activities
related to servicing customers – feedback reports, payment information, delivery
information and so on.
3. PROPER IMPLEMENTATION OF CRM: - By implementing a CRM is not a
solution because in past many renowned enterprises have faced challenge of
implementation and even failures.so, before implementation proper strategy should be
required.
4. ROOT CAUSE ANALYSIS: - Every problem either it is small or large should need
equal attention and root cause analysis should be done so we can avoid same mistake in
future. As, the problem getting ignored because Tudor employee thought it was not big
problem.
5. TEAM WORK: - the decision will be made through team because as work in team
they can come up with innovative ideas and solve the problem in better way.
6. INNOVATION & NEW TECHNOLOGY: -Tudor face an issue of innovation
and technology and hospitality is very dynamic industry so innovation and new
technology adaption is one option with the help of which they can maintain their
customer relationship and improve in future.

Conclusion
the world of hospitality had changed drastically and dramatically in the last few decades,
primarily as a consequence of an evolving and aware modern-day customer. Most service
sectors, and more so the hospitality sector, had realized that the only way to deal with
competition was to innovate in terms of generating customer loyalty. So, in this Tudor also have
to improve by proper managing a data of customers, service support to customer, root cause
analysis of problems, proper implementation of CRM and at last as market changes constantly
so, innovation and new technology adaption is must for Tudor so survive in competition.