Roles of Customer Relationship Management (CRM) in Airline Industry: Its Concepts and Implications 1. Introduction In 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
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1 2 Table of Contents Table of Tables ....................................................................................................................................... 4 Table of Figures ...................................................................................................................................... 5 Abstract ................................................................................................................................................... 6 1. INTRODUCTION
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EXECUTIVE SUMMARY Stagflation in US economy threatens outlook for the airline industry profitability. US airlines forecasting Q108 losses citing high fuel costs and a potential economic slowdown. Other regions of the world will expand such as Asia‚ Middle East and Latin America. Slowdown has already affected some US small-mid cap carriers with the recent onslaught of bankruptcies. US majors are better armed to combating the effects of the sharp increase in jet fuel. Cost reduction
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The basis for Value Creation of a classical hub-organised airline consists of its operating hub and spoke strategy. This system implies that all flights move along spokes connected to a hub placed at the centre. In fact all long-haul flights depart from the hub‚ to which all passengers are flown in the first place. Therefor it is necessary to own a heterogeneous fleet to secure an outstanding efficiency of the long distance flights. To have an attractive and used to capacity hub at one’s disposal
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INTRODUCTION Customers are becoming ever more demanding‚ and in most markets they have more options to choose from than ever before. . A customer is a person who becomes accustomed to buying from you. Without a strong track record of contact and repeat purchase‚ this person is NOT your customer; he is a buyer. A true customer is grown over time. The satisfaction a customer gets from the consumption of an organization’s product or service pre-empts his or her subsequent decisions on the same products
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The Relationship between Customer Loyalty and Satisfaction Introduction In the past decades‚ there was a controversial issue about the relationship between customer loyalty and satisfaction. Actually‚ it is still a heated debate nowadays. Some people said that customer satisfaction bring customer loyalty‚ while some people believed that customer loyalty affect customer satisfaction. Interestingly‚ very few executives and managers understand the critical difference. The purpose of this paper is
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LAPPEENRANTA UNIVERSITY OF TECHNOLOGY SCHOOL OF BUSINESS | INTERNATIONAL MARKETING THE PURSUED BENEFITS OF CUSTOMER LOYALTY PROGRAMS Bachelor´s Thesis Ilona Reinekoski 0329191 December 15th 2009 TABLE OF CONTENTS 1 INTRODUCTION .................................................................................................................... 1 1.1. Objectives..................................................................................................................................
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1. What do you think are the sources of the information Jim and his team collected? How do you think they collected all of that information? Jim collected information by having interviews inside the company with stakeholders. He had also worked with the marketing group to put together some focus groups made up of loyal customers‚ to get some ideas about what they would value in a customer loyalty program. He had also supervised the efforts of his team members. Together‚ they had collected a great
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SUMMARY The Airlines Industry was originally initiated in USA as a fastest and luxury mean of travel in the 30s¡¯. With the tremendous development on technological‚ we have numerous airlines in the world. Yet‚ just like any industry‚ there are always winners and losers in the long run. This paper is use to analyze the factors from an economics perspective that drive the industry prospect and their threats in the recent years. In the report‚ we have analyze‚ based on the data from industries and also
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------------------------------------------------- Name: Steve Thaxton Assignment: #3 Industry Analysis Term: Summer 2013 Course: Strategic Marketing Global Airline Size The 2013 global passenger airline industry is estimated to be a $539 billion industry with an additional $68 billion generated by these same firms through cargo transport9. The key measure of units for the industry is expressed as revenue passenger kilometer or RPK. This is defined as the actual kilometers
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