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Customer relationship management | assignment

   

Added on  2021-04-24

9 Pages1721 Words132 Views
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Running head: RELATIONSHIP MANAGEMENTRelationship ManagementName of StudentName of UniversityAuthor Note
Customer relationship management | assignment_1
1RELATIONSHIP MANAGEMENTContentsHistory of British Airline and its current identification...................................................................2Description of three quality dimensions of British Airways...........................................................2Evaluation of sales funnels of British Airways...............................................................................4Explain the main differences between low cost customers and the regular airline customers........4Ways of acquiring right customers for BA......................................................................................5Adoption of best CRM practices for BA.........................................................................................6Change Requirements for satisfaction of BA customer..................................................................6
Customer relationship management | assignment_2
2RELATIONSHIP MANAGEMENTHistory of British Airline and its current identificationBritish Airways PLC is the company which is established in 1974 under the BritishOverseas Airways Corporation, BEA and the related organizations. This company is privatizedin the year 1987. They have their major subsidiaries which include the BA City Flyer whichprovides services in the UK and continental Europe and Open Skies which have the service fromParis and New York City. It is all started from the year 1924 where the four companies werecollaborated together to develop Imperial Airways Ltd (Abratt, Russell, and Michela Mingione129-139) which is considered as one of the pioneers of the international travel routes. It is alsoseen that three other airlines has developed in 1936 and it is integrated to develop BA forhandling the domestic and the northern European flights. In the year 1938 the government hasdecided to get collaborated with Imperial Airways and BA. This results in the development ofBOAC and formed in 1939. BA in this current era is trying to focus and provide the services to each and everycorners of the world. Firstly when it was started it has been serving only the premium customersor the regular airline customers. With the fierce completion to be taken place within the airlineindustry and the development of many low cost airline companies operating in UK as well in theglobal market, the company is trying to focus on the mainstream or the low cost customers whoare not the elite customers. So there is a shift from one customer profile to another in this era ofoperations for BA to be taken place.
Customer relationship management | assignment_3

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