Contents
Introduction- Need in the airline industry
- Definition and meaning of CRM and e-CRM
- Why CRM?
- Implementation of e-CRM
- Some issues in the application of e-CRM
- Conclusion on e-CRM strategy for airline industry
- List of e-CRM strategy References
Description
The objective of this paper is to develop and implement e-CRM strategy for airline industry to develop better customer relationship. CRM has been a major issue of concern in the airline industry. It is well understood by the players in this industry that those airlines that can effectively attract, serve and retain the best customers will see significant positive effects on their profitability. The deeper the relationship the airline holds with the customers, the more opportunity there will be to sell additional products and services and thus increase profitability.
