AirAsia Customer Relationship Management

channeliseAsia Customer Relationship directionIn todays world economy, discipline technology (IT) has driven fundamental changes in the nature and also the application of technologies in a handicraft. The use of IT in its value chain provides the company a truly strong strategically and tactical tools. If these tool be properly applied and used could set out great advantages in promoting and strengthening the competitory advantages.In pronounce to cause more foodstuff sh argon and sustain its competitive advantages to be very low cost carrier in these days laid-back demanding environment, transmission line Asia tries to develop modernistic ways of make the guests, suppliers loyal. Focus on supplier and alliances and the customer entrust drive positive values to tonal pattern Asia gouge achieve. Customer birth management application will be unmatchable of the areas of strategic carry throughation that company earth-closet focus to achieve blue values to both Shareholders and Customers.Customer Relationship Management (CRM)In order to long term, customer relationship should be fostered for company to maintain competitive advantage and profitability. When planning and implementing CRM application, management is recommended the following approachesCustomer naval division-mileage- based segmentation is inadequate, rather should focused on value-based and needs-based approaches can be guide investment funds decision and drive greater insight into needs of high-value customer.CRM initiative development-to polar from the other competitors approach e.g. installing kiosks for the fast check in. short letter Asia should implement CRM program in favour of investing in initiatives with a high return, which respond to the needs and desires of their own customers.Organizational design and management- activate Asia needs to contribute up the employees empowerment them with a complete view of the customer and clearly placid the employees role in the CRM strategy.Advanced and classy CRM information agreement should imply the key functions that areTravelling PlanningSite personalization for on declension customer to create travel plan, bundled service information, escape cocks notification frames, and gate information displays etc.Reservation and TicketingITA search engines, roving agent check-in, kiosks, internet check-in, and speech sound check in systems etc.Frequently Flyer Programrank based or bespeak based rewarding scheme crack to the applicable customer.Campaign ManagementEmail campaigns and promotion system are used for marketing.Customer CareWeb based self run such as e- tag schedule and reservation, online baggage tracing. RFID baggage tags, internet lounge, and in air internet services.Business intelligenceDynamic update and dimensional reports that helps management to do analytics in various areas, such as customer profile.To justify the investment and implementation scope of the CRM program, form A sia is recommended to look into the ROI and fiscal impact to the shareholder value driven by each of the CRM initiatives.By taking the shouts to implement a truly consumer-centric approach to relationship management, duck soup Asia will be in better position to clear , develop, and hold on to high value of the clientsCompany wants to be the terminal short- induce skyway in every market it goes, that why they are victimization some strategies such as guide cost structure, different ways of promotion, keeping safety, satisfying guests and developing human resource very potently these days. air travel Asia always tries to keep their operations as simple as they can.SWOT AnalysisTo figure out the internal divisors such as Strengths and Weakness, and external Opportunities and Threats to moving in objective, a SWOT analysis of Air Asia can be conductedStrengthsLow cost operationFewer management level, effective, focused and aggressive managementSimple proven business model that systematically distribute that the humiliate rent it offsPenetrate and motivate to the potential marketsAnd multi skilled supply means efficient and incentive workforceSingle type of Air buses minimize the maintenance cost and easy for pilot dispatchstreamline Operation making incontestable that the processes are as simple as possible, that customer can approach and use it with no difficultyLean Distribution System offering a wide and innovative rang of scattering channels to make a booking and take a step toward a travelling easyPoint to point network applying the point to point network keeps operation simple and low cost, that it connect the booking offices with call centresPartnering with the worlds most renowned maintenance provider company and complying with the airline operation in the world.Implementing the regions fastest turnaround at 25 legal proceeding only, assuring lower cost and higher productivityWeaknesses callable to lower costs the services possessions are limited, so someone can reckon that Air Asia cannot serve as well as they advertiseDuring second situations the company could not handle them well with limited number of personals judicature interference and regulation on airport deals and passenger compensationNon telephone exchange location for secondary airportsIts low cost strategy makes the brand precise for market position and development is always a challenge for Air Asias managementOne of the weak point is that the company trust to a great extent on outsourcing, it shows the Air Asia depends on other for some of their tasks and seems not beloved for companys repute in the customers mindNew entrance to provide the impairment sensitive servicesProviding guests with the choice of modify services without compromising on quality and services.OpportunitiesLong haul flights an experiment to get underdeveloped market share, which is better for the companys growth.The Air Asia can differentiate from traditional Low embody Ca rrier model by adding customer services or direct as a full services airline with low fare for the haul flights.Ongoing industry consideration has opened up protrusion for newborn routes and airports deals, by making such kind of deals the company round his businessHigh inflation rate and also fuel expenses will pinch out unprofitable competitorsThreatsKeeping in view the genuine economic situations the full services airline cut their cost to compete. early(a) companies like Virgin etc may think towards Low Cost Carriers (LCCs)In the coming time the high rates of fuel decrease the behave of the company is a big threat for themAccident, terrorist attack and disaster partake customer confidence.For example on 28 July 2010 a plane friction in Pakistan and almost one month later on 24 of august 2010 there is a another plane crash in China, these kind of accident creates a doubt in the mind of customers. Due to their (Air Asia) low cost model the people may think nigh that there is risk involve like services and safe move. I think this is a major threat in these days that Air Asia can face.Aviation regulation and government policy, Air Asias ongoing business in long haul flights have always threat for the changing policies of the those countries and day to day changes in the regulations of the international airport authorities amplify in operation cost in producing value added services, as Air Asia X using value added services by long haul flights so it results in increase their operation and value added cost.As Air Asia policy from the January 2002, company belief online seat reservation and also online flight schedule but a threat is always there that the system disorder can arise big problem for Air Asias online systemEconomical factor of Air AsiaAccording to the profit and loss floor of company it was good in 2009, weather it receive loss in 2008 due to fuel hedging and the crisis situation in Bangkok. The company contain a heavy loss upon their sh ort and long contracts when fuel price shot through to the roof before collapsing around the end of year. On November 2008 the company abolish fuel surcharges. It is the first air line in the world to abolish fuel surcharge. As other air lines are downsize with decreasing in travel, because of global economic circumstances. In 2009 and in 2010 Air Asia expands its operations. The companies stone pit to get around one Million customers in 2008, adding new plans and also introducing new destinations like India etc. At the end of 2009 and give way of 2010 Air Asia targets get 5.1 million in 2009 that is 4.2 million up that was in 2008. The new plans were operate usefully towards new destinations like India, China etc.Current ActivitiesThe Air Asia invited the customer to come and take part in photography competition in a sense of making journey Happy with Them(AIR ASIA), the winner of this competition will be awarded a tatter to Bangkok with accommodation and other offers such like that to get market penetration.From 2009 the company commencement exercises scholarship for students related to pilot courses this is another try to get more market penetration in term of Air Asias gross sales and make the customer interested in their new routes and keep the live and as well as new customers.These Air Asia using companionable security checks for buying ticket on special prices.Red Megastore. They start red megastore for online services for the purpose of make more ease for the new and little educated customers to buy Air Asias offered facilities. As we know the target customer of Air Asia is less educated, Middle class and small business mens, so this plan works very fruitful for the company.Customer felicity of Air AsiaThe customer satisfaction on company depends on four variables that are Safety, dish up Quality, Price and PromotionSafetyThe safety factor is related to the Engine and other parts operate during flight move a good care of the hand caries and make sure that there is better place for them without any disturbanceThe company have much focus on the insurance of passengers while they travelService QualityGood manners of attendance during flightThe flight attendants are very skilled , knowledgeable and charmingThe Attendants must offer their services with keeping in mind of servingPriceEquality of ticket priceOffer the low comparative pricePromotionAir Asia was very care while lunching promotions they should be Interesting, After a reasonable time and also good frequency of lunching promotions