Crm in Airlines

Topics: Customer relationship management, Customer service, Marketing Pages: 3 (752 words) Published: April 29, 2013
Customer relationship management (CRM) is a model for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Roles of Customer Relationship Management (CRM) in Airline Industry:  Today’s global marketplace, airlines are countered with unstable and highly competitive business environment. Most airline companies perceive that it is increasingly important to react quickly and effectively to changing demand patterns of the customers. The challenge is maintaining profits in the face of forceful competition. The opportunities are in managing customer relationships to earn customer profitability that can contribute to the firm profits. If airlines do not know the information like who are the customers? What are the customers’ expectations and needs placed on the airlines’ services? Then, how can airlines guarantee that they are serving their best services to the customers. Therefore, many airlines are turning their focus on utilizing customer relationship management (CRM) as a vehicle for building and maintaining good relationships with its customers. The deeper the relationships the airlines build with the customers, the more opportunities the company can boost the overall profit margins.

Case Study: Pegasus Airline:
Pegasus, which launched its first flight in May 1990, has come a long way on a journey that began with only two airplanes. Pegasus now boasts a fleet of 32 aircraft and has become one of the leading airline companies in Turkey; with regularly scheduled and charter flights to over 100 destinations in 17 countries Pegasus Needs:

* To set up a common platform for effective and quick information sharing as concerns their meetings as well as notes related to these meetings with the management team. * A control application, where private flight requests from tour operators and corporate customers could be...
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