ipl-logo

Customer Relationship Management In The Airline Industry

2850 Words12 Pages

INTRODUCTION

Customer relationship management:-
1. Customer Relationship management is a service based on customer input, customers’ requirements, direct online communications with customer and customer service centers that help customer to get their problems solved.
2. Sales force automation. This function can implement sales promotion analysis, automatic tracking of a consumer’s account history for repeated sales or future sales, and also coordinate sales, marketing, call centers and retail outlets in order to realize the sales force automation.
3.
4. Use of technology. This feature is about following the technology trend and skills of value delivering using technology to make “up-to-the-second” customer data available. …show more content…

The emphasis is on the service to the customer – not only to offer and sell one product but the complex service the product is one part of. According to the UK Chartered Institute of Marketing, the subject can be described as follows: “Marketing is the management process responsible for identifying, anticipating and satisfying customer requirements profitably.” The crucial word in this definition is “anticipating” which means to count on in advance. Therefore it can be said that marketing is a dynamic discipline where customer requirements are in a constant state of development and change. Airline industry is an environment where changes occur continuously, therefore successful air carriers are able to anticipate changes as well as prepare and be ready when it occurs. Unsuccessful airlines are those who wait for change to take place and then try to adapt to the new standards. A reactive approach instead of pro-active approach. The standard marketing model follows the “4Ps”, which means …show more content…

CRM is an indispensable component of a corporate strategy of airline companies. It is a mean of differentiation of airlines from their competitors in the eyes of customers.
6 Customer Relationship Management is an interactive process which aim is to get an optimal balance between company’s investment and satisfying the customers’ needs. The optimum balance is determined by the maximum profit of both sides. The key roles of CRM installing
In-to practice are:
- Change of view of the business contract with the customer. There is a need to come from a short tightened individual contract to the perception of cooperation in a long run. It is a transformation from perceiving the aims to perceiving the effect
- Transformation from the product-perceiving marketing to the customer’s perception understanding. It means that what truly matters is the customer, not the

Show More
Related

  • Nt1330 Unit 2 Health And Social Care

    103 Words  | 1 Pages

    - working with working staff to set up strategies, models and frameworks. - Setting client administration measures & assuring that the current standards satisfy the customers & helps retaining them. • Coordinating with the workers themselves can help effectively in setting appropriate models for the procedures & systems because they are the ones who interact directly with raw materials and producing the products, so they would know better if anything in manufacturing needs improvement or so. • It is important to satisfy the current customers in different possible ways in order to retain them which eventually leads in attracting more customers as well.

    Read More

  • Summary Of Alaska Air's Six Sigma Framework

    2023 Words  | 9 Pages

    With the use of this framework in reengineering its call centers and the automation of manual processes through call centers. Malaysia Airlines was able to achieve the following: Cutting call center costs by 18% and tripling sales, through phone, e-mail, fax, and web chat they were able to service customers, Interactive voice response or online ticket payment, and Tracking of agent productivity done by managers. In doing the following, they were able to streamline their processes. Malaysia Airlines measure the strategic metric. It measures the functional goals so that Malaysia Airlines can boost their customer payment capabilities.

    Read More

  • Transnational Strategy Of Lufthansa

    1545 Words  | 7 Pages

    For worldwide airline industry, opportunities can emerge from new client expectations, items, business sector structures or regulatory

    Read More

  • Arsenal Football Club Promotional Mix Strategy

    1498 Words  | 6 Pages

    2015 St. Andrews International School Business & Management Extended Essay [Which components of Arsenal Football Club’s promotional mix in China need to be developed in order to maximize merchandise sales?] ABSTRACT The finality of this research project is to suggest the best promotional mix strategy that Arsenal Football Club could use to maximize their merchandise sales. Throughout the essay this paper will aim to answer the question “Which components of Arsenal Football Club’s promotional mix in China need to be developed in order to maximize merchandise sales?”

    Read More

  • Swot Analysis Of Apple Marketing Strategy

    3863 Words  | 16 Pages

    1.0. INTRODUCTION Every organization strives to benefit from creating value for its customers, in the most effective way, for the purpose of attaining competitive advantage in the business environment in which they operate. Philip Kotler(2015) defines marketing as “the science and art of exploring, creating, and delivering value to satisfy the needs of a target market at a profit”. According to Hollensen (2003), a strategy is a fundamental pattern of present and planned objectives…”

    Read More

  • Hilton Garden Inn Marketing Strategy

    1248 Words  | 5 Pages

    KETING STRATEGY A marketing strategy is a process or model to allow a company or organization to focus limited resources on the best opportunities to increase sales and thereby achieve a sustainable competitive advantage. Or it is a process or model to allow a company to focus limited resources on the best opportunities to increase sales and there by achieve sustainable competitive advantages. The marketing strategies of Hilton Garden Inn are as follows. Philip Kotler defines marketing as a social process used by the people, individually or in a group to achieve what they want by the creation or exchanging their product details and their values with others.

    Read More

  • Delta Airlines Marketing Strategy

    1076 Words  | 5 Pages

    In today world of intense competitive marketing decisions often become vital distinguishing factors between industry leaders and other market players. The strategic marketing decision is taken based on their marketing mix i.e. 4 P'S of marketing. Controlling these parameters, companies may consider various internal and external marketing challenges. The marketing mix of the firm in a large part is the product of evolution that comes from day to day marketing, the mix represents the program that a management evolved in the ever challenging market (Bordern, 1994). This paper will study the world -known and reputable airline company, Delta Airlines to approach the context of marketing of the U.S Airline Industry.

    Read More

  • ALDI: Customer Relationship Management

    1275 Words  | 6 Pages

    Question 1 answer: Customer relationship management is mainly about building relationships with a company’s targeted profitable customers and maintaining that relationship through delivering customer value, as in how a consumer perceives a certain product and values it enough to buy it rather than buying the competitor’s product, and delivering customer satisfaction where the product meets the exact expectations the consumer had actually expected from the product or more, but not less. Companies can build customer relationships at many levels, depending on the nature of the target market (Kotler and Armstrong, 1988). Companies with many low-margin customers can develop basic relationships by which a company doesn’t get to know it’s consumers

    Read More

  • Marketing Environment Of United Airlines

    1034 Words  | 5 Pages

    United Airlines is the second largest air career in the world. It was established in 1927 from the merger of 4 companies. In this essay, Q1 will discuss marketing environment of UAL and how changes in the environment can impact it; Q2 will define segmentation, market segment, targeting and positioning and how UAL uses to segment its market in order to grow then in Q3 SWOT and its components will be defined and applied on UAL. Q (1.a): Marketing environment refers to “The actors and forces outside the marketing department that affect marketing management’s ability to build and maintain successful relationships with target customers” (Kotler, 2011). And it consists of Micro environment and Macro environment.

    Read More

  • Strategic Management: Strategies, Deliberate Or Emergent

    3600 Words  | 15 Pages

    Will start with application of Michael Porter’s generic strategies to ‘Affordable sky’ (a new, no Frills airline) which is about to enter the U.S. market. Second we will try to work as a consultant for Affordable Sky’ airline, and based on the above excerpts about the airline industry, will try to choose the suitable entry strategy for this new company to adopt and we will try to explain why, finally we will discuss which diversification strategies or alternatives we may suggest and why? Also, explaining why we would advise Affordable Sky against having a joint venture with another established airline company. The question headed with this statement: ‘Recently, the growth and profitability of commercial air carriers in the USA has been impacted by many external factors. This industry saw four major players (United, US Airways, Delta, and Northwest) file for bankruptcy protection in the last decade or so.

    Read More

  • Market Segmentation Of Apple

    1346 Words  | 6 Pages

    a. The product and production orientation of marketing asserted that a company should first develop product and then they should scan the market for sale opportunities. Now days in the modern world the market have changes. The process orientation of marketing requires a company to first to analyse the market, understand customer requirement and then develop products. In todays world, the modern marketing is based on the reverse process, in which the first the customer needs and demands are identified. The subsequent market program of the firm depends on how the market identifies the potential customer, profiles them, target them and positions his offering in the minds of customer.

    Read More

  • SWOT Analysis Of Flydubai: Low Fist Airlines

    1467 Words  | 6 Pages

    For instance, with the global financial crisis and later the Eurozone crisis, the number of travellers has significantly reduced due to economic hardships. This has affected the profit levels of the airline as well as slowed down its growth prospects. The airline also faces intense competition from other low cost airlines forcing it to extensively invest in product differentiation to counter the competition. This is an expensive

    Read More

  • Relationship Between Hospitality And Tourism Industry

    1572 Words  | 7 Pages

    First of all customer means A person who buys goods or services from a shop or business, loyalty means the state or quality of being loyal, faithfulness to commitments or obligations. So Customer loyalty is the key objective of customer relationship management and describes the loyalty, which is established between a customer and companies, persons, products or brands. “Customer loyalty is an essential aspect in any organization whether it is offering a good or providing a service. “Many organizations are looking for various ways to increase their customer loyalty as it has a positive effect on the profitability of the organization.” (Gremler 1996: 171, Abdullah et al. 2000: 826).The individual market segments should be targeted in terms of developing customer loyalty.

    Read More

  • Swot Analysis Of Regal Marine

    1559 Words  | 7 Pages

    Provide good customer service where customers are contacted, when a boat is purchase and a customer care call even having a boat over a period of time. 3. The constant innovation and patenting so customers can get better product each year, because in the marketing industries parts can be copied

    Read More

  • Reflection On Consumer Behavior

    1141 Words  | 5 Pages

    Introduction At the start of this course, I had no idea what to expect. This is due to the fact that marketing is a field that offers a combination of so many different disciplines such as art, psychology, and statistics. I encounter marketing on a daily basis but have strangely enough not reflected too much about it. Nevertheless, it is a very interesting subject, which deals with promoting and selling services and products.

    Read More

More about Customer Relationship Management In The Airline Industry

Open Document