The Design And Implementation Of The Key Account Customer Management System Of Hainan Airline

With the competition of aviation industry market intensifies, it is more and more difficult for airlines to create competitive advantage in the competition through the price difference of the transportation product. Customers' dominant position in the market place has been established. For survival and development, airlines have no choice but to win the increasingly scarce customers resources, not only to attention, but also to meet customers personalized and diversification needs.Airlines build and develop customers' relationship, identify of potential customer demand and establish the customer-centric business model by implementing and applying for customer relationship management information systems, managing and analyzing the customers' information and data stored in the system. The development of information technology helps the realization of the customer relationship management system and makes it an important indicator for the airlines' development.Based on the customer relationship management theory, this paper introduces the application of customer relationship management in foreign airlines and analyzes the feasibility and necessity for domestic airlines to carry out customer relationship management. In light of the actual project background, the paper addresses the system demand analysis, design and implementation of the key account customers management system for Hainan Airline, which is an important branch customer management system.The key account customer management system is designed for establishing an unified business operation platform across the management, marketing, sales and service departments, integrating the customer service workflow and providing the seamless and personalized service to promote the customers' loyalty and satisfaction. Meanwhile, by processing and analyzing the customers' information, he system will help Hainan airline to discover the demand from customers, to promote the sensitive to the market and to make the market fitted policies .