Digital Customer Relationship Management Strategies to Boost Direct Sales - Practice
Explore and optimize every stage of the customer journey to strengthen direct sales channels and generate additional revenue opportunities.
@ Aeroclass
Course description
The air transport industry has faced numerous challenges over the decades, from economic crises to rapidly rising operational costs. To remain profitable, airlines and airports have had to evolve - leveraging data, digital tools, and customer relationship management (CRM) strategies to create new revenue streams and strengthen direct sales channels.
This course provides participants with a practical understanding of CRM’s role in driving direct sales and optimizing the customer journey. Through real-world examples, participants will explore how to identify key touchpoints, apply behavioral and technological insights, and design strategies that maximize customer lifetime value and ancillary revenue.
Topics include CRM technology and distribution systems, customer journey mapping, data-driven personalization, and social media as a sales channel.
Participants enrolled in this class will receive access to the Digital Customer Relationship Management Strategies to Boost Direct Sales video course 14 days before the live sessions. It is strongly recommended that they complete it before the class begins.
Live sessions are structured with a one-day gap between them to allow time for assignments and reflection.
Learning outcomes
At the end of this class, participants will be equipped to:
- Map and analyze the end-to-end customer journey for air travel
- Identify online and offline customer touchpoints that influence purchase behavior
- Apply CRM strategies to enhance direct sales performance
- Leverage technology and behavioral insights to create personalized experiences
- Use social media as an effective sales and engagement platform
- Calculate and optimize customer lifetime value (CLV)
Who should attend
- Airline and Airport Commercial Managers
- Digital Marketing and CRM Specialists
- E-commerce and Distribution Managers
- Product Development and Loyalty Program Managers
- Business Analysts and Revenue Growth Strategists
Meet your instructor
Jörg Troester
Jörg Troester has more than 25 years of experience in the aviation industry. As Head of Corporate Strategy Jörg is responsible for Hahn Air’s strategic development and represent the company at various industry associations as well as towards governmental organizations. Jörg also works as a guest lecturer at different universities and international organizations.
Before joining Hahn Air Lines, he worked for over ten years with LTU International Airways in various positions in project management and product development in the areas of distribution, sales & marketing and IT.
Jörg holds a Master’s Degree in linguistics and media science, an MBA in tourism and hospitality and LL.M. in Commercial law.
Develop customer-focused CRM strategies to ensure your airline has a competitive advantage regarding cost and revenue.
Why you should attend?
Digitalization has transformed the way airlines and airports engage with customers. To remain competitive, organizations must harness CRM data, behavioral insights, and technology to optimize customer journeys and drive revenue growth.
This course, led by an expert with extensive experience in global airline sales, PSS systems, and direct channel development, provides a hands-on approach to building effective digital customer relationship strategies. Through practical exercises and discussions, participants will gain the tools and knowledge needed to enhance engagement, identify key touchpoints, and convert interactions into measurable revenue opportunities.
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