摘要
随着航空公司之间的竞争日趋激烈,客户关系管理策略越来越成为航空公司争夺客户的有效手段。本文主要分析了客户关系管理在航空公司中运用的必要性及航空公司客户关系管理的基本策略,再以深航为例,分析其在客户关系上应用的基本策略以及其不足之处,并提出了解决的策略。
With the competition between airline companies becoming stronger, CRM is considered as a magic weapon for a airline company to have a long time competition with other companies and beat them. The paper mainly analyzes the necessary of the use of CRM and the basic strategies of CRM in airline companies. Then it takes Shenzhen airlines as an example, and analyzes its basic strategies of CRM and the weakness of the basic strategies, and provides some strategies to solve the problems.
出处
《南京财经大学学报》
2007年第4期73-76,共4页
Journal of Nanjing University of Finance and Economics
关键词
航空公司
客户关系管理
策略
Airline Company
Customer Relationship Management
Strategy
