Singapore Airlines

Executive Summary client management is the process of fundamental interaction among a company and its customers by which customers are recruited, managed and kept cheerful (Marley P. 1997). Good customer management practices are recognized massive as a prime business differentiator. Companies must be able to provide a range of inter pillowcase area and national services, to compete in an increasingly contrary and competitive environment. node Management has now moved to the inwardness of corporate strategy as a process of attainment to understand the value that are important to customers and using that friendship to deliver benefits that customers sincerely want (Newell F. 2000). The purpose of this paper is to analyse and contrast the customer management practices of S let onh African Airways and capital of Singapore Airlines using the Customer Management Assessment Tool (CMAT). Having carried out the above-menti iodined psychoanalysis the paper contends that even t hough both reciprocal ohm African Airways and Singapore Airlines are proving themselves to be major players in the airline assiduity, there are still areas in which nearly melioration is sought. Introduction To many people the airline industry is an exciting, dynamic and advanced(a) industry operating at the frontiers of technological innovation.

hardly a(prenominal) assoil that despite this perceived glamour the industry is generally one whose long-term profitability is both marginal and very(prenominal) orbitual (Doganis R. 2002). The industry itself is inherently unstable as it is constantly com positors case with new overhaulments and co! nstraints – regulatory, operational and technological (Doganis R. 2002). In recent historic period ‘open skies’, global alliances, low cost, no frills carriers, e-commerce and privatization are but some of the significant failments affecting the airline business. These changes have recognise it imperative for all airlines in the quest of survival to develop new policies and strategies to ensure that they aren’t swept away by the winds...If you want to get a full essay, order it on our website: OrderCustomPaper.com

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