Customer Relationship Management in Etihad Airways - Research Paper Example

The paper “Customer Relationship Management in Etihad Airways” is a bright example of a marketing research paper. The airline industry is one of the most challenging sectors in the business industry. The reason behind this is the vast resources needed in order to deliver quality service and to face the competition. There are many problems that have a great impact on the performance of the industry and also affect the economic viability of the business. Every airline across the globe is struggling to improve its service level and profitability through continuous standardization of operations and technological orientations.

Some parts of their strategies are to focus on retaining customers that can help them be in the competition and also be profitable at the same time. We will be looking into the CRM strategies out here and the company chosen for the research is Etihad Airways.BackgroundThe ongoing changes in the airline industry are enough evidence that management has the ability to react according to the factors that affect their environment. The management changes on the basis of the changes in the environment, the issue of globalization, financial issues, competition with other airlines, and the quality of customer service (Holloway, 1998).

The impacts of the overall monetary droop furthermore the repercussions of the September eleventh attacks have seriously affected airline money-making concerns and feasibility. While the U.S. and certain European markets were most extremely affected, airlines worldwide are striving to both recapture and enhance their profitability. Numerous airlines have concentrated on operational changes to decrease costs, without overlooking the customer. Customer relationships must be cultivated for airlines further bolstering keep up good fortune and benefit in the long haul.

The immediate focus for Airlines should be to reduce the expenditure in heading to more effective operations. This is where CRM comes into play. Notwithstanding, numerous airlines are turning to customer relationship administration (CRM) as an instrument for overseeing customer relationships.