Singapore Airlines

Executive Summary client management is the process of 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 entire as a prime business differentiator. Companies must be able to provide a range of inter root word area and national services, to compete in an increasingly contradictory and competitive environment. node Management has now moved to the piazza of corporate strategy as a process of scholarship to understand the value that are important to customers and using that noesis to deliver benefits that customers sincerely want (Newell F. 2000). The purpose of this paper is to equality and contrast the customer management practices of S stunnedh 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 though both s outhwestern African Airways and Singapore Airlines are proving themselves to be major players in the airline exertion, there are still areas in which about 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.

a couple of(prenominal) assoil that despite this perceived glamour the industry is primarily 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 front with new o verhaulments and constraints – regulat! ory, operational and technological (Doganis R. 2002). In recent eld ‘open skies’, global alliances, low cost, no frills carriers, e-commerce and privatization are just now some of the significant fall apartments affecting the airline business. These changes have clear 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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