A case study on customer acquisiton and retention on the airline service industry wwwiosrjournalsorg 16 | page. Salesforce is a global industry leader whose expertise in client relationship management is peerless our technology and customer management software is specifically designed to bring increased simplicity, integration, efficiency and visibility to your enterprise. Another problem that airasia faces is the customer service support and there is only 2 ways for one to get in touch with an airasia customer service representative 2008) by delaying flight airasia also loses its air borne time 35% of passengers choose airlines based on punctuality (emirates247. The airasia strategic management needs to effectively and efficiently prepare and implement in the airasia company management why airasia need to consider strategic management the first reason is because the airline industry is a unique and complex industry .
Air asia slogan is'now everyone can fly' being the home of air asia, the lcct is the budget terminal in klia, opened on 23 march 2006 lcct said to be carried about 10 million passengers every single year the air asia subsidiaries are the likes of thai air asia, indonesia air asia, viet jet air asia and air asia red tix. Customer relationship management (crm) is a strategy for managing all your company's relationships and interactions with your customers and potential customers it helps you improve your profitability.
Customer relationship management (crm) application will be one of the area of strategic it implementation that airasia can focus to achieve high values to both shareholders and customers exhibit 6 - the strategic forces of value proposition customer relationship management (crm) in long term, customer relationships should be fostered for. Featuredcustomers has 423,179 validated customer references including reviews, case studies, success stories, customer stories, testimonials and customer videos that will help you make purchasing decisions. H2: pre-flight services of air asia have a positive relationship with customer satisfaction customer relationship management: a company has to create customer relationships that deliver value beyond provided by the core product.
Customer relationship management is a concept used by the organization to manage the relationship with customers, including collecting, storing and analyzing customer information crm supports a company to provide service to customers in real time with a relationship with customers. Customer relationship management (crm) application will be one of the area of strategic it implementation that airasia can focus to achieve high values to both shareholders and customers 15 2 maximized it and implementing e-commerce in airasia business. Share: the importance of customer relationship management within a business in a world where competition is becoming ever fiercer, businesses need to implement customer relationship management, or crm, strategies in order to stay ahead of their rivals.
Customer relationship management (air asia berhad, annual report 2009) additionally, airasia provides online booking system such as go holiday and get a. 12 figure 2: air asia competitive advantages 15 historical performance air asia is using customer relationship management (crm) as their performance measurement system this performance measurement system is putting customer at the heart of the business. Therefore, air asia has increased the flight from malaysia to singapore on 2009 in the effort of customer retention, crm helps the company to identify loyal customers and implement loyalty programs to treat them better in addition, crm recognized and analyzed the buying pattern of the customers.
In short, customer satisfaction is a process that air asia should always focus on this can be done by getting feedback from passenger, evaluate and analyse and make improvement in order to raise or sustain customer. 21 crm perspectives and definition over the past decade, the information technology (it) vendor community and practitioner community has been explosion of interest in customer relationship management (crm) the terms relationship marketing and crm are often interchangeable used in academic community (parvatiyar and sheth, 2001.
Airasia opened a second hub at senai airport in johor bahru and launched its first international flight to bangkokcompany profil air asia berhad is an established in 1993 with commenced operations in 1996. Failure analysis: customer relationship management customer relationship management (crm) is an information system that combines methodologies, software, and the internet to help an organization establish stronger customer relations with customers (awad, 2007, p 296, para 1. Airasia balanced scorecard analysis implement customer relationship management (crm) strategic management at air asia cargado por. Many airlines are turning to customer relationship management (crm) as a tool for managing customer relationships unfortunately, in many cases, they have failed to recognize crm as a.