Stakeholders represent a person or group of people who have an interest in the successful implementation of a new system.
Q.2.1 Identify five (5) potential stakeholders that you will need to interact with should you be awarded the contract to develop the new Airport Customer Relationship Management System. Also, state how each of these potential stakeholders will contribute to gathering requirements for the new system.
1. Airport administrators: Airport administrators will provide insight into the current customer service processes and challenges faced by the airport staff. They will also provide input on the specific requirements and functionalities needed in the new CRM system to improve customer service efficiency and effectiveness.
2. Airline representatives: Airline representatives will offer their perspectives on the interactions between the airport and airlines, as well as the needs and preferences of airline customers. They will contribute information on booking procedures, check-in processes, baggage handling, and other important aspects that need to be integrated into the CRM system to enhance the overall customer experience.
3. Customer service staff: Customer service staff interact directly with passengers on a daily basis, handling queries, complaints, and requests for assistance. Their valuable input will help identify pain points, common issues, and areas for improvement in customer service delivery. They will also provide feedback on the usability and functionality of the new CRM system from a user perspective.
4. IT department: The IT department plays a crucial role in implementing and supporting the new CRM system. They will provide technical expertise and guidance on system integration, data migration, security measures, and ongoing maintenance requirements. Collaborating with the IT department will ensure a smooth and successful deployment of the new system.
5. Passengers: Ultimately, the most important stakeholders in the development of the Airport CRM system are the passengers themselves. Conducting surveys, focus groups, and user testing with passengers will help gather valuable feedback on their preferences, expectations, and experiences when interacting with the airport. This direct input will be essential in designing a customer-centric CRM system that meets the needs and demands of airport customers.