航空客户关系管理系统
航空业未来的客户关系管理
2008年12月
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
2008年12月3日星期三 >> The Future of CRM in the Airline Industry Copyright IBM Corporation, 2002
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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 and International Service)
9.69
9.62 9.44
9.68 9.42
9.03
8.72 8.60
8.20 8.15 8.00 7.89 7.76 7.48
7.57 6.71
CAGR = -2.9%
③航空公司正在通过提升客户体验 寻找使自己不同的方式
③与此同时, 航空公司被迫专注于运 营的有效性 –控制运营成本来维 持利润增长.
③作为结果, 航空公司正在努力找到 一种更有效的方法来提高客户体 验
12 11
11.78 11.25
11.27 10.46
③ Passenger yields have steadily declined for two decades:
– Yield management has been made difficult by new distribution channels and discounting programs
10 9 8 7 6 5 4 3 2
Note: Yields indexed to 1982 dollars.
80%
Load Factor
(U.S. Carriers)
③ After gaining in the first half of the 1990s, load factors have remained steady around 70% over the past few years:
– Overcapacity and new focused competition have made increasing load factors difficult
75%
70.0% 71.0%
70.4% 70.7% 72.4%
69.3%
66.2%
63.6% 63.5%
67.0%
CAGR = 1.1%
70%
65%
62.4% 62.6%
60%
Source: Air Transport Association, MSDW Feb 01
2008年12月3日星期三 >> The Future of CRM in the Airline Industry
Copyright IBM Corporation, 2002
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