This is done by a mutual exchange and fulfilment 'f promises."  There has been a very notable change in the concept 'f using traditional transactional marketing to building and maintaining relationships. This assignment talks about relationship and direct marketing and how it is used in today's world. To make things comprehensible, a company was chosen and the focus was made on this company and their dealings.
Jamsetji Nusserwanji Tata, the founder 'f the Tata Group, incorporated the Indian Hotels Company Limited (IHCL) on April 1, 1902, for the ownership and operation 'f the Taj Mahal Hotel, Mumbai. The Taj Group's first hotel, The Taj Mahal Palace & Tower, Mumbai was opened on December 16, 1903.
The Taj has had momentous innings spanning the last three decades both in India and overseas and has established itself as the premier hospitality body in this country. Indian Hotels' presence spans the entire gamut 'f the market, across different brands and price segments. It is renowned for providing world-class, personalized service to guests, even as it retains an old-world charm by upholding the traditions and heritage 'f India. Today the Taj brand is synonymous with luxury and service, in India and abroad.
The Taj brand is divided into 3 categories, namely business, leisure and luxury. This is done to make things easier and more approachable for a customer. All these hotels use product differentiation. This is made evident and clear through their marketing activities. However, the services offered here are the same. Each type 'f category uses a set 'f procedures and policies to maintain relationship marketing. The focus at IHCL is on customer valuation, which then leads to attracting new customers and customer retention.
The Taj believes in maintaining customer relationships. As shown in the value chain earlier, Taj has two main customers. This is her guest and the Travel agencies that she deals with. A customer is valued and identified by market research. He is then attracted with schemes and programs. Once a customer is attracted and starts using Taj services, a focus is made on building a strong and special relationship with him.
Taj has an alliance with Thomas Cook. This is the main travel agency, which promotes Taj. Besides Thomas cook, there are hundreds 'f travel agencies which deal with Taj. These range from the biggest agencies in India like the travel corporation 'f India and Sita Travels to the smaller agencies all over the country. Taj has won international acclaim by winning various international awards. Recently, at the 2000 Selling Long-Haul magazine Travel Industry Awards, UK and Irish travel agents have awarded Taj Hotels as the Best Individual Hotel/Hotel Group in India/Indian Ocean. The travel agencies are offered discounts, schemes, promotions and packages, which they can further sell, to the customers. It also has alliances with a few