Executive Summary client management is the process of interaction among a company and its customers by which customers are recruited, managed and kept satisfied (Marley P. 1997). Good customer management practices are recognized liberal as a prime business differentiator. Companies must be able to provide a range of inter theater of operations area and national services, to compete in an increasingly unlike and competitive environment. node Management has now moved to the heart and soul of corporate strategy as a process of culture to understand the value that are important to customers and using that association to deliver benefits that customers sincerely want (Newell F. 2000). The purpose of this paper is to equalize and contrast the customer management practices of S come forwardh 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 th at even though both southwesterly African Airways and Singapore Airlines are proving themselves to be major players in the airline industry, there are still areas in which most 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.
some assoil that despite this perceived glamour the industry is chiefly one whose long-term profitability is both marginal and actually orbitual (Doganis R. 2002). The industry itself is inherently unstable as it is constantly introduce with new over haulments and constraints – regulatory! , operational and technological (Doganis R. 2002). In recent old age ‘open skies’, global alliances, low cost, no frills carriers, e-commerce and privatization are scarcely some of the significant stickments affecting the airline business. These changes have ground 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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