Digital Customer Relationship Management Strategies to Boost Direct Sales

After many crises over the last decades and a permanent increase in production costs, the air transport industry had to investigate additional sales opportunities to lower distribution costs and increase revenue. Human interaction has changed through social media, including the way we communicate, consume information, receive advertisements, and (knowingly and unknowingly) share data. 

This course will give an introduction to how airlines can manage their relationship with their customers in a digital world, using technology and big data to not only optimize their distribution strategy but to directly and individually communicate with a customer, implement (ancillary) revenue opportunities, and eventually shifting more sales to direct distribution.

In addition, participants will get access to a unique interview with Rabbani Mubarak, founder of Optimas MGMT.

At the end of this course, participants will be able to:

• Describe the different aspects of customer relationship management
• Analyse CRM and distribution technology 
• Explain how airlines can use customer relationship management as a part of their sales strategy
• Identify sales opportunities through one-to-one customer relationship management
• Identify and develop new revenue opportunities; and
• Describe strategic CRM concepts

• Junior managers in aviation, especially in sales, marketing, and distribution
• Managers in adjacent aviation areas such as revenue management, ground operations or IT
• Graduates and career changers who are looking for job opportunities in aviation