1. (a) Making a reservation
It includes customers' personal info, such as name / gender / date of birth / contact no. / date of departure and arrival / ticket type (either single trip or round trip) / destination / amount & payment method
(b) Using frequent flyer miles
Needs to confirm / check the accumulated flyer miles points (current and those still valid from the past record) that can be used. And how many flyer miles points the customers can get when they use the frequent flyer miles scheme for their next destination.
(c) Completing a flight
The airline can get the feedback/ opinion from customers after taking the flight by filling in a questionnaire. At the same time, information like email address and contact no. for further follow up or promotion in the future.
Through different contact points, such as by telephone, emails and on-line services, information from CRM provides data and analytical tools for answering questions about customers, e.g. how frequent the customer buys a plane ticket? / who are our most profitable / loyal customers? / in what ways do our customers feel better in our services or products? All these info can help to build close relationship with customers, i.e. to know & meet their needs. Info from CRM is not only good for company to make analysis but also it allows company to do the best to provide good service. That will keep more loyal customers. In a long-run practice, more profit can be generated.
2. It saves time and cost to integrate the sales, marketing and customer support function using a single software package and a centralized database. The data or info will be the latest version and can be shared. It builds efficiency & increases the productivity among the departments as the staff can get the first-hand info. Also, customer service requests can be assigned and managed easily.
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Noted your answer ! Another benefit of integrating sales, marketing and customer support is that staff from these different departments can follow up on the same customer no matter which stage of the customer lifecycle they are in. This also helps them evaluate the effectiveness of their own efforts. For example, a sales rep can find out whether the new customer they acquired last week was satisfied with the service. A marketing executive can find out how many of the prospects referred to the sales team turned out to become actual customers, and so on.
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