Customer Relationship Management Practices In The Airline Industry

Customer relationship management practices are strategies that companies use to achieve and analyze customer’s data and interactions throughout their life, with the goal of improving business relationships with customers, gain customer loyalty and help in the sales growth. Customer relationship Management systems are designed to collect information on customers across different networks through the company's website, telephone, live chat, and E-mailing, marketing and social media. Customer relationship management systems can also give all the detailed information on their personal information, purchase history, buying preferences and help them with their inquiries. Their general goals are to find, attract, and win new customers, develop and

It helps in most of the concerns of customers, improving and maximizing customer satisfaction, and gain customer loyalty, which will lead to the growth of the industry and more profit. The airline industry thought of coming up with a strategy that helps in finding information about the availability and cost of the flight, booking flights online, checking-in online, collecting information about each customer’s preferences, finding out which customers are most profitable, building customer loyalty by rewarding them, and increasing sales. Nowadays, almost everyone around the world is using the internet for personal use and for business use. That is why many industries are using applications that open on smart phones and tablets to make it easier, faster, and more convenient for the customers. Moreover, airlines are using e-business applications and Customer relationship management strategy, such as e-CRM which helps in managing customer relationship through the Internet, and many airlines are doing this as a separate plan to their e-business

An example of a local based airline industry in the United Arab Emirates is Emirates airlines. It is an international airline which is based in Dubai. It is the largest airline in the Middle East, operating over 3,000 flights per week, to more than 130 cities in 77 countries. Its brand name is very strong, and has an excellent service.

The number one Customer relationship management strategy of Emirates is the Skywards. There are several ways to earn Skywards miles, and are as follows:

• Every time you fly with Emirates you earn Skywards Miles, even on a special fare.

• Join our Silver members when you collect 25,000 Tier Miles or take 25 flights, and access a new range of advantages and courtesy services.

• 50,000 Tier Miles or 50 flights opens the door to the special benefits and premium services of Gold membership.

• Platinum privileges are exclusively reserved for our most frequent flyers with 150,000 Tier Miles or