CRM in Aviation industry

ANKIT JAINCHANDER KANTGAURAV OBEROIJITANDER KUMARSAURABH SINGH

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?

Why CRM• Customer relationships are the key to airline business growth.

• Airlines must take absolute responsibility for a customer's satisfaction throughout the "want-it-buy-it-and-use-it" experience.

• Rising cost.

• Constraints in existing infrastructure.

• This requires learning and tracking customers' needs, behaviors, and lifestyles and using this information to create a specific value proposition.

• This strategy is the path to consumer loyalty.

CRM In Airlines for… Operational purposes-

Automation of basic business processes (marketing, sales, service)

Analytical purposes-Analysis of customer data

and behavior using business intelligence

Collaborative purposes-Communicating with

clients CRM - ideology

CRM in Airlines

Pre-Airport Airport In-Flight Post-Flight

Promotion notification

Travel planning

Reservations and booking

Ticketing

Flight delay notification

Virtual check-in and seat assignment

Transportation to airport and parking

Frequent flyer account management

Airport check-in and seat assignment

Baggage check

Security

Airport shopping or dining

Club room access

Airport waiting areas

Boarding pass and boarding

Gate location

Baggage storage

Entertainment

Meals

Shopping

Connectivity

Gate connections

Baggage claim information

Baggage pick-up

Customer service and complaint management

Transportation from airport and parking

Frequent flyer account management

Benefits to the Airlines :

• Implementing CRM applications may lower the cost of design, implementation, installation, training, ownership and administration.

• Consistent and dynamic processes are built up-front for the customer.

• Real-time access to historical customer information allows support staff to know who your customer etc.

Benefits for the Customers:

• The E-mail was responded to immediately, with personalized, valuable information.

• Web self-service allowed customer to take immediate action to resolve issue.

• The "callback" option was easy to use, enabling the customer to quickly request live support.

• The intelligent interaction routing engine immediately connected the customer to the right CSR etc.

E- CRM• Today, more and more airlines are using the Internet

to implement e-business applications and CRM strategy.

• e-CRM involves far more than automating processes in sales, marketing, and service

E-CRM

• Also increase the efficiency of these processes

• It involves conducting interactions with customers on a more informed basis and individually tailoring them to customers' needs.

E-CRM

• What differentiates airlines in today's hyper-competitive market is their ability to address their customer’s

»Preferences »Priorities

• Establishing and strengthening long-term relationships with airline's customers is the key to success.

• Decreasing cost of serving customers• Moving away from expensive, custom built systems to cheaper pre-packaged apps.• Cost-effectively integrating multiple systems and improving cross-channel Service.

• Customer knowledge• Identifying the most and least valuable customers.

• Differentiating the product• Using service to differentiate their product and, thus, justify a higher price.

• Raising customers’ switching costs• Create a unique offering that competitors cannot easily duplicate.

Airline’s face several key challenges in the context of using CRM to carry out their strategic priorities:

Airline’s CRM Challenges

Bottom-line !!!!

THANK YOU

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