Proposals To Improve Competitive Capacity Through
Proposals to improve competitive capacity through Customer Relationship Management implementation at Vietnam Airlines
Introduction
Since Vietnam joined the WTO, it has created conditions for the economy to grow at a high speed and brings many advantages as well as challenges for enterprises. The competition is intense in all markets, with features and new aspects. Transport services sector, especially air transport is not out of the general trend to Vietnam to implement its commitments under the roadmap. In this context, improving the competitive capacity of the airlines especially Vietnam Airlines is the important issue that the company must focus on to be able to compete with other rivals in the market not only in Vietnam but also in the world. In fact, the airlines which are exploiting flight to Vietnam today are the major airlines such as Singapore Airlines names, Cathay Pacific, Air France, Lufthansa, and even other Asian airlines like Thai Airways, China Airlines. Those companies are applying for the program customer relationship management as an effective tool supporting for sale, promotion and marketing policy. They not only dominate their familiar markets, usually the local market, but also gradually occupied the tourists at the Vietnam market - one of the key markets of Vietnam Airlines currently as well as in the future. In order to operate efficiently, save costs and easily manage information about customers, particularly in the context of integration, the Customer Relationship Management (CRM) application is necessary. This is a factor to help firms improve their competitive capacity. The deceleration in the application of CRM in business activities can make Vietnam enterprises have difficulty in the process of integration with the global economy, particularly for enterprises participate in service business like Vietnam Airlines. On that background, research object of this project is proposals to improve competitive capacity
Introduction
Since Vietnam joined the WTO, it has created conditions for the economy to grow at a high speed and brings many advantages as well as challenges for enterprises. The competition is intense in all markets, with features and new aspects. Transport services sector, especially air transport is not out of the general trend to Vietnam to implement its commitments under the roadmap. In this context, improving the competitive capacity of the airlines especially Vietnam Airlines is the important issue that the company must focus on to be able to compete with other rivals in the market not only in Vietnam but also in the world. In fact, the airlines which are exploiting flight to Vietnam today are the major airlines such as Singapore Airlines names, Cathay Pacific, Air France, Lufthansa, and even other Asian airlines like Thai Airways, China Airlines. Those companies are applying for the program customer relationship management as an effective tool supporting for sale, promotion and marketing policy. They not only dominate their familiar markets, usually the local market, but also gradually occupied the tourists at the Vietnam market - one of the key markets of Vietnam Airlines currently as well as in the future. In order to operate efficiently, save costs and easily manage information about customers, particularly in the context of integration, the Customer Relationship Management (CRM) application is necessary. This is a factor to help firms improve their competitive capacity. The deceleration in the application of CRM in business activities can make Vietnam enterprises have difficulty in the process of integration with the global economy, particularly for enterprises participate in service business like Vietnam Airlines. On that background, research object of this project is proposals to improve competitive capacity
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