Digital Customer Relationship Management Strategies to Boost Direct Sales

Competitive Advantages Through Digital Customer Relationship Management

• Do it like Amazon
• Airlines’ challenges to become retailers
• Offer customization
• Channel management

Course Introduction

• Course outline
• The holistic approach to customer interactions

Customer Relationship Management for Airlines

• Frequent-flyer programs
• The power of ancillary services
• Customer management and revenue growth

Customer Segments

• The specifics of digital customer relationship management
• Customer lifetime value being part of CRM
• Targeted marketing campaigns
• Bonus interview

Let’s Wrap Up

• Summary of all modules
• Final quiz

The Idea Behind Customer Relationship Management

• What is CRM? Why do companies need it?
• The specifics of digital customer relationship management
• The customer journey – online and offline touchpoints

Truly Customer-Centric

• Personalization at all touchpoints
• Customer profitability through CRM
• Increase revenue through a customer-centric product