Crm in Aviation Industry

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  • Published : April 10, 2011
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Group presenters:
Jithandera Hundia
Abhishek Aggarwal
Mayank Trividi

M. Saleem Mir.
Kapil Sharma
Saumitra Silakari
Sudarshan Sarangapani
Jai Singh Rathore
CRM in Aviation industry

A comprehensive customer loyalty
management (or CRM) strategy and
solution manages all customers
interactions in a consistent and value
oriented manner
CRM Defined
Cont…
•The Gartner Group states that “CRM is a business
strategy designed to optimize profitability, revenue and
customer satisfaction”.
•To achieve this the integration of people, processes and
technologies is required in a collective effort to:
–Acquire new customers through effective marketing campaigns and marketing analysis
–Grow existing customer base through expanded service
offerings that target untapped travel opportunities
–Retain most valuable customers by understanding and
proactively addressing individual values and preferences.
CRM focuses on
•Customer acquisition–
–Who are the profitable customers ?
–How do we attract them?
•Customer development–

–How do we deliver what the customer wants?
–How they want it?
–When they want it to optimize profits and revenue?
•Customer retention–
–How do we build and sustain customer loyalty?
Crm in aviation industry by jithendra
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