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CRM in Aiport customer services for Aviation
- 2. Customer Relationship Managementin Aviation Industry This presentation explains the concept of CRM and its importance in the aviation industry. It also discusses specific examples of CRM strategies that airlines can use to improve customer satisfaction, retention, and revenue.
- 3. Definition of CRM ●A strategy that focuses on building and maintaining long-term relationships with customers. ● Uses data analysis to improve customer satisfaction and retention. ● In aviation industry, involves managing customer interactions, analyzing behavior, and creating personalized experiences.
- 4. Introduction to CustomerRelationship Management (CRM) This presentation provides an introduction to Customer Relationship Management (CRM) and how it can help businesses manage interactions with customers, analyze behavior, and improve satisfaction and retention.
- 5. ● Customer satisfactionand loyalty are critical to business success. ● CRM is a strategy used by businesses to manage interactions with customers, analyze their behaviors, and improve satisfaction and retention. Importance of CRM
- 6. One of thekey objectives of CRM is to retain customers by developing a long-term relationship with them. The four Ps of marketing - Product, Price, Promotion, and Place - need to be carefully crafted to meet the needs of customers. Customer Retention Through Marketing Businesses can leverage social media and other digital channels to engage with customers and offer personalized services.
- 7. ● CRM isnot just a technology solution. It requires people, processes, and technology to be effective. ● People are the employees who interact with customers, processes are the procedures that guide interactions, and technology is the software and tools used to manage customer data. Components of CRM
- 8. Steps of CRM ●There are four steps involved in implementing a CRM strategy: identify customer needs and behaviors, develop a strategy for meeting those needs and behaviors, implement the strategy through people, processes, and technology, evaluate effectiveness and make improvements as necessary.
- 9. ● The CRMbusiness cycle involves four stages: acquiring new customers, enhancing customer loyalty, improving customer profitability, and retaining profitable customers. CRM Business Cycle
- 10. Airport Excellent CustomerService ● In the airport industry, CRM can be used to provide excellent customer service by focusing on personalization, communication, problem resolution, and feedback.
- 11. Importance of CRMin Aviation Industry ● Helps build brand loyalty by understanding and meeting customer needs. ● Increases revenue by upselling additional personalized services. ● Improves customer satisfaction by addressing complaints and issues.
- 12. Frequent Flyer Programs ●Key component of CRM in aviation industry. ● Tracks customer behavior and preferences to offer personalized rewards and benefits. ● Encourages customer loyalty and repeat business.
- 13. In-Flight Services ● Cantailor food and beverage offerings, entertainment options, and seat configurations to different customer segments. ● Enhances the overall travel experience and builds customer loyalty.
- 14. Customer Service ● Canuse CRM to manage customer complaints and issues more effectively. ● Tracks customer interactions and provides timely responses. ● Improves customer satisfaction and reduces negative reviews and social media posts.
- 15. Case Study: Emirates Airlines ●Uses CRM to personalize the travel experience for each customer. ● Provides pre-flight preferences, such as meal choices and seating arrangements. ● Offers onboard amenities, such as noise-cancelling headphones and in- flight showers.
- 16. Case Study: Southwest Airlines ●Uses CRM to personalize the customer experience through frequent flyer program. ● Offers exclusive perks, such as priority boarding and free checked bags. ● Focuses on customer service and on-time performance to build customer loyalty.
- 17. Potential Challenges of CRM ●Requires significant investment in technology and resources. ● May face regulatory and privacy concerns. ● Needs to balance the benefits of personalized service with the cost to the airline.
- 18. Future of CRMin Aviation Industry ● Will become increasingly important as airlines compete for customers. ● Will leverage emerging technologies, such as artificial intelligence, to personalize the travel experience. ● Will need to adapt to changing customer expectations and behavior.
- 19. CRM is acrucial strategy for airlines to improve customer satisfaction, loyalty, and revenue. Utilizes data analysis to create personalized services and experiences. Conclusion Aims to balance the benefits of customer service with the cost to the airline.
- 20. 1. changes toin-flight services, 2. customer service policies, or 3. marketing strategies
- 21. Thank you foryour time and attention 🙂