Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

CRM Practices in the Airlines Industry


Published on

Published in: Business, Economy & Finance

CRM Practices in the Airlines Industry

  1. 1. CRM Practices in the Airlines Industry Presented by – Shweta Pulee Mandar Ghanekar Anuradha Nikumbh
  2. 2. Agenda <ul><li>CRM practices in the Airlines Industry </li></ul><ul><li>Bonds associated with each of the above practice </li></ul>
  3. 3. Travel Market Analysis Even though the market is expanding, airlines are still experiencing pressure from all sides.
  4. 4. The CRM for Airlines
  5. 5. Significance of CRM for Airlines <ul><li>Global passengers to rise by 5 billion in 2011 and more than 9 billion by 2025 </li></ul><ul><li>Passenger traffic in Africa forecasted to increase by 7% & Asia –Pac by 6.8% a year, respectively, by 2011 </li></ul><ul><li>83% of travelers say that personalized service and attention to their needs provides value </li></ul><ul><li>40% of satisfied customers switch suppliers without hesitation </li></ul><ul><li>65% to 85% of customers who choose a new airline claim to be more satisfied with their former airline </li></ul><ul><li>Between Feb’09 and Feb ‘10, there was a 49.6% increase in the number of passenger complaints </li></ul>
  6. 6. Travel Customer Management Continuum <ul><li>Web-site </li></ul><ul><li>Call center </li></ul><ul><li>Ticket office </li></ul><ul><li>Customer mailbox </li></ul><ul><li>Sales force </li></ul><ul><li>Check-in/priority </li></ul><ul><li>check-in </li></ul><ul><li>Multi-purpose </li></ul><ul><li>automat </li></ul><ul><li>Lounge </li></ul><ul><li>Gate </li></ul><ul><li>Onboard crew </li></ul><ul><li>Inflight entertain-ment system </li></ul><ul><li>Transfer desk </li></ul><ul><li>Baggage claim </li></ul><ul><li>Baggage service </li></ul><ul><li>Arrival lounge </li></ul><ul><li>Transfer-Partner </li></ul><ul><li>Web-site </li></ul><ul><li>Call Center </li></ul><ul><li>Customer mailbox </li></ul><ul><li>Feedback or Surveys </li></ul><ul><li>CRM in Airlines extends beyond the traditional sales, service, marketing, loyalty & includes all the touch points in the customer’s travel experience. </li></ul>
  7. 7. CRM architecture for a major scheduled airline
  8. 8. Relationship Bonds
  9. 9. CRM Practices
  10. 10. Pre-Flight Services Call Centers/Travel Helpdesks <ul><li>Customer Information ( Accurate and meaningful analytics) - Structural Bond </li></ul><ul><li>Query resolution/Complaint management – Structural Bond </li></ul><ul><li>Two-way Personalized Dialogs – Customization Bond </li></ul>
  11. 11. Pre-Flight Services - Company Website <ul><li>Simplified Online flight bookings – Structural Bond </li></ul><ul><li>Separate accounts for member, agency and corporate - Customization Bond </li></ul><ul><li>Arrival/departure schedule – Structural Bond </li></ul><ul><li>‘ Create your trip’ - Customization Bond </li></ul><ul><li>Online Check-in – Structural Bond </li></ul><ul><li>Travel Extras like Hotels, vacation planner, car rentals etc. Social Bond </li></ul><ul><li>Frequent, conveniently timed flights - Financial Bond </li></ul>
  12. 12. Pre-Flight Services - Offers/Deals/Discounts <ul><li>Mileage Promotions (Frequent Flyer programs) – Financial Bond </li></ul><ul><li>Low Price offers - Financial Bond </li></ul><ul><li>Upgrades – Social Bond </li></ul><ul><li>Lounge vouchers - Social Bond </li></ul><ul><li>Loyalty program, Executive Club - Customization Bond </li></ul>
  13. 13. In-flight Services <ul><li>Well groomed / courteous flight crew – Social Bond </li></ul><ul><li>In-flight shopping – Social Bond </li></ul><ul><li>Food and Beverages are allowed inside the flight – Social Bond </li></ul><ul><li>Skyflyer Solo Service for unaccompanied children – Social Bond </li></ul><ul><li>Emergency Response & Business </li></ul><ul><li>Continuity – Structural Bond </li></ul>
  14. 14. Ancillary Services <ul><li>Comfortable, air conditioned buses for airport transit – Structural Bond </li></ul><ul><li>SMS Notification in case of flight delay/cancellation - Social Bond </li></ul><ul><li>Refund in case of flight delay – Financial Bond </li></ul>
  15. 15. Post – Flight Services <ul><li>Baggage Tracer - Structural Bond </li></ul><ul><li>Lost Baggage/Claims - Structural Bond </li></ul><ul><li>Transfer to Partner - Structural Bond </li></ul>
  16. 16. Social Media <ul><li>Airlines like Virgin, Delta have separate Twitter and Facebook channels - Social Bond </li></ul><ul><ul><li>For Emergencies like the Ash cloud, Snow </li></ul></ul><ul><ul><li>To serve customer complaints and questions promptly </li></ul></ul><ul><ul><li>Facebook booking </li></ul></ul>
  17. 17. Just Plane Smart  Thank You !