I agree with you in a broad sense. Business spends a lot of time trying to package the various approaches, systems, and software for capturing customers -- there's customer relationships management, customer relationships marketing, and now the one that seems to resonate with the issues you'ved raised: Customer Experience Management. Have a look at the following:
If airline seat miles have now become a commodity business, attention in this area might be the most visible way that the LCC's have distinguished themselves from the majors. The best example that comes immediately to mind is JetBlue with the seat-back TV's and program choices. Neeleman says that that service is over-hyped, but the truth is, his airline has been the beneficiary of a lot of buzz about that.
What do you think? Does this feed into your original observations? Does CEM drive repurchase intent and thus, long-term relationships with customers?
Interesting issue: As an IT masters grad who became a marketeer (!), I would like to think that it is possible to cater for all customers. But yes, the extent of 1-to-1 realtionships is virtually impossible. An airline can never be everything to everyone (true for any organisation with large customer bases).
Hence, this is why I think CRM is evolving to identify the most critical customers, ie the VERY FFs, or the Top 20% who provide 80% of the revenues. It is possible to build more personalised realtionships with these customers. There is an increasing application of science to identify and segment customer bases for this very reason.
The closer the customer is to the top of the "pyramid" the more personalised attention they are likely to receive - or should be anyway!
Hello..
There are many benefits of having the CRM software for the business as it keeps the record of the clients and help in maintaining the good relationship. The business growth usually depends upon the client satisfaction and a good interaction with them.
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Have a look at: crm in the cloud | crm system .
