The document discusses customer relationship management (CRM) practices in the airline industry. It notes that global passenger traffic is expected to significantly increase in coming years. CRM is important in airlines as customers value personalized service and are more likely to switch airlines if dissatisfied. The document then outlines various customer touchpoints airlines use for CRM, including websites, call centers, check-in, flights, baggage services, and social media. It describes how different CRM practices help build bonds with customers through structures, customization, financial incentives, and social elements.

1. CRM Practices in the Airlines Industry Presented by – Shweta Pulee Mandar Ghanekar Anuradha Nikumbh

3. Travel Market Analysis Even though the market is expanding, airlines are still experiencing pressure from all sides.

4. The CRM for Airlines

7. CRM architecture for a major scheduled airline

8. Relationship Bonds

9. CRM Practices

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