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 well-off (Marley P. 1997). Good customer management practices are recognized wide as a prime business differentiator. Companies must be able to provide a range of inter subject area and national services, to compete in an increasingly hostile and competitive environment. node Management has now moved to the center of corporate strategy as a process of learning to understand the value that are important to customers and using that knowledge to deliver benefits that customers sincerely want (Newell F. 2000). The purpose of this paper is to compare and contrast the customer management practices of South African Airways and Singapore Airlines using the Customer Management Assessment Tool (CMAT). Having carried out the above-menti iodined psychoanalysis the paper contends that even though both South African Airways and Singapore Airlines are proving themselves to be major players in the airline industry, there are still areas in which some 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.



Few assoil that despite this perceived glamour the industry is generally one whose long-term profitability is both marginal and very orbitual (Doganis R. 2002). The industry itself is inherently unstable as it is constantly face with new overhaulments and constraints – regulatory, operational and technological (Doganis R. 2002).

In recent geezerhood ‘open skies’, global alliances, low cost, no frills carriers, e-commerce and privatization are exactly some of the significant developments affecting the airline business. These changes have make 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



If you want to get a full essay, wisit our page: write my paper