Customer Relationship Management (CRM) become more & more important in the world. As a result, the CRM system produced. The CRM system is a system which captures and combines customer data from all over the organization, so it can be analyzd and results can be distributed to different people, system & touch points.
Especially for the airlines services, the CRM could help the airlines serve the customer more thoughtfully. Started at ticketing stage, through the CRM system, the staff could see all the information which related to the customer. Not only the client's basic informations, but also other special information of the client. For example, VIP class, mileage and payment method, etc. It will recorded the client's special request in the system, to better arrangement for the client. For examples, special food, disability assistance, elderly passengers, with children and pregnant, etc. It could also see the present & previous booking record through the system. Once the schedule confirmed, the airlines will issue the electronic tickets to the client. The client just need to present the e-tickets number in the airport and he/she can get the tickets before boarding.
The CRM system could also show how many miles did the cusomter get, so that the staff could advise the customer how to redeem the mileage. The staff could advise the customer to get more mileage and redeem the larger/better package or upgrade the upper class seat by mileage, this helps the staff can sell something further to the customer. Customer could also save the miles for further use or donate it to the charity.
When the customer arrived to the airport, he/she just need to provide the e-tickets number when check-in. Then the staff will issue the tickets to him/her immediately during the check-in process. The staff could also check the client's preference & arrange the better seat for the cusomter.
The customer could login his/her own membership account in internet and check his/her own information. For examples, the record and status of his/her tickets, the mileage gain and on-line check-in, etc. He/She could also views the updated news, comments, feedback and weight the services of the airlines through the account. Nowadays, some airlines had also provide the mobile CRM, so that the customer can book the tickets , check his/her flight, and also the airlines information via mobile.
The CRM system could also helps to analyse the market segment for the company. The marketing department can decide to target in which group of customers. It could reduced direct-marketing cost. By sorting the information of the customer, the company can find out which route will be the most popular and which route gain the most. Then, the company can invest more in those lines. According to the information in CRM system, the sales department could promote more packages to the customer which he/she really interested. For the customer services, they can serve and reply the customer more efficiently by viewing the CRM system.
The CRM system is useful for every customer services industry, even you are you in a small or global business. Here is a interesting video mention about how's the CRM system helps in a "company".
Especially for the airlines services, the CRM could help the airlines serve the customer more thoughtfully. Started at ticketing stage, through the CRM system, the staff could see all the information which related to the customer. Not only the client's basic informations, but also other special information of the client. For example, VIP class, mileage and payment method, etc. It will recorded the client's special request in the system, to better arrangement for the client. For examples, special food, disability assistance, elderly passengers, with children and pregnant, etc. It could also see the present & previous booking record through the system. Once the schedule confirmed, the airlines will issue the electronic tickets to the client. The client just need to present the e-tickets number in the airport and he/she can get the tickets before boarding.
The CRM system could also show how many miles did the cusomter get, so that the staff could advise the customer how to redeem the mileage. The staff could advise the customer to get more mileage and redeem the larger/better package or upgrade the upper class seat by mileage, this helps the staff can sell something further to the customer. Customer could also save the miles for further use or donate it to the charity.
When the customer arrived to the airport, he/she just need to provide the e-tickets number when check-in. Then the staff will issue the tickets to him/her immediately during the check-in process. The staff could also check the client's preference & arrange the better seat for the cusomter.
The customer could login his/her own membership account in internet and check his/her own information. For examples, the record and status of his/her tickets, the mileage gain and on-line check-in, etc. He/She could also views the updated news, comments, feedback and weight the services of the airlines through the account. Nowadays, some airlines had also provide the mobile CRM, so that the customer can book the tickets , check his/her flight, and also the airlines information via mobile.The CRM system could also helps to analyse the market segment for the company. The marketing department can decide to target in which group of customers. It could reduced direct-marketing cost. By sorting the information of the customer, the company can find out which route will be the most popular and which route gain the most. Then, the company can invest more in those lines. According to the information in CRM system, the sales department could promote more packages to the customer which he/she really interested. For the customer services, they can serve and reply the customer more efficiently by viewing the CRM system.
The CRM system is useful for every customer services industry, even you are you in a small or global business. Here is a interesting video mention about how's the CRM system helps in a "company".
What a cute way to describe CRM (the lemonade video) !
回覆刪除You've provided a very detailed list of data elements that may be generated / collected from customers by airlines. Through the use of an integrated CRM package, the airline customer can also be recognized consistently no matter which employee or department he/she is dealing with. Sales, Marketing and Customer Service are also able to get feedback from each other thru the system (e.g. a sales person can still follow up what happened to the customer even after the sale, the marketing department can find out whether the customer referrals they made to the sales team actually became paying customers, etc.)
Thanks for your comments.
回覆刪除I like that lemonade video very much, although it seems not related to our original question.