航空客户关系管理系统.docVIP

航空业未来的客户关系管理 月12年2008． Contents 研讨会议程 航空业客户关系管理趋势 航空业CRM/常旅客管理策略和客户细分 2 ? Copyright IBM Corporation, 2002 The Future of CRM in the Airline Industry 日星期三3月12年2008． 内容 在当今经济困难的气候下, 航空公司必须决定怎样用有效的成本提供 一致的客户体验 Constant Yield in U.S. Cents (U.S. Carriers, Domestic 12 11.78 and International Service) 11.27 ?航空公司正在通过提升客户体验11 11.25 ??Passenger yields have 10 10.46 9.69 寻找使自己不同的方式steadily declined for two 9.62 9.44 9.68 9.42 9 8.72 9.03 decades: 8.60 8 8.15 8.00 7.89 7.76 7.48 8.20 ,航空公司被迫专注于运?与此同时7.57 Yield management has –7 6.71 been made difficult by –控制运营成本来维营的有效性6 new distribution channels CAGR = -2.9% 5 and discounting programs . 持利润增长4 3 Note: Yields indexed to 1982 dollars. 2 ,航空公司正在努力找到?作为结果 一种更有效的方法来提高客户体 验Load Factor 80% (U.S. Carriers) ??After gaining in the first half of the 1990s, load factors 75% have remained steady around 70% over the past 70.0% 71.0% 70.7% 70% 70.4% 72.4% few years: 69.3% Overcapacity and new –67.0% focused competition have 66.2% CAGR = 1.1% 65% made increasing load 63.6% 63.5% factors difficult 62.6% 62.4% 60% 1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 Source: Air Transport Association, MSDW Feb 01 3 ? Copyright IBM Corporation, 2002 The Future of CRM in the Airline Industry 日星期三3月12年2008．