中国民航为什么需要crm(上)（Why does Chinese civil aviation need CRM）.doc

中国民航为什么需要crm(上)（Why does Chinese civil aviation need CRM） CRM profile CRM is the customer relationship management (CustomerRelationManagement) for short, is a relatively new concept of IT industry, marketing industry, its definition is: through training, every employee, dealers and customers of the company more positive bias or preference, and they retain a marketing strategy in order to enhance the performance of the company. CRM mainly includes: customer information management, marketing management, sales management, service management and customer care four parts distributors set marketing, end customer market, marketing survey methods and marketing staff. The benefits of CRM are: increasing sales, increasing profit margins, improving customer satisfaction, reducing enterprise marketing costs, and better achieving customer delivery value goals. CRM ultimately boils down to progress in data resource development, management, and marketing. CRM is a modern enterprise marketing strategy, not a pure software. As a means of marketing, it can bring a unique asset to the enterprise: a marketing network. INTERNET provides a more effective means for the implementation of CRM, the aviation industry due to the characteristics of customer groups: high consumption levels, CRM knowledge and material conditions, is the most suitable for CRM. Chinas civil aviation is in an era of alternating old and new market rules. The sooner the CRM construction will be carried out, the better it will be for enterprises to remain invincible in twenty-first Century. The following detailed analysis of the civil aviation needs CRM?. Customer analysis, classification of customer groups Domestic discount has been caused by the media uproar, but is the discount really so effective? Ticket discounts to attract customers concerned only when trading price, that is to say, your ticket is cheap, he will be in your company consumption, if other companies cheaper ticket, he will immediately go away from yo