presentation for CRM in Emirates Air lines and Qatar Airways

1. by
Mahmoud Mehanna
Abdulrahman mohamed
CRM presentation
Presented To
Dr: Amr Mansour

2. Founded by Qatar gov. on 1993
in QTR
Frist rank world has a fleet of
more than 246 aircraft, and
currently fly to over 140
destinations in more than 80
countries around the world.
operating in 17 countries
24,000 Employees
Revenue 92 $ billion
Net income 9 $ billion
Founded by Emirates Gov. on
1985 in UAE
Second rank world has a fleet
of more than 190 aircraft, and
currently fly to over 150
destinations in more than 80
countries around the world.
operating 80 countries
56,725 Employees
Revenue 35.6 $ billion
Net income 3.2 $ billion

3. Customer Acquisition Activities
Official Partner and airline
sponsor of FIFA. A
B
Fly Emirates’ logo can be seen on many
team jerseys, like Arsenal FC, AC Milan,
Paris Saint-Germain, Hamburger SV and
latest addition Real Madrid.
C
They had spent around $300m for
digital advertising and got a
profit about $1.1bn which is 31.6
% increase.
Qatar Airways & Aspire Academy
– Football Dreams Africa
Qatar air way ’ logo can be seen on many
team jerseys, like FC Barcelona , Al-Ahli
Saudi FC,
Product differentiation is the key
of success because they focused
on quality of service they proved
to make the client satisfied

4. Enhancing Customer
Profitability activities
• Spatial Convenience
The Both companies have a great offers and deals to enhance their profitability of their
costumer as they offer more miles of flight with discount of money ( Cross selling )
and they offer renting cars and book hotels ( up-selling ) .

5. Customer Experience &
Monitoring Satisfaction
The both company had a very strong relationship with their costumer so they are very
near to exist customer or new customer ( can hear and fast reaction ) . They have 24/7
help desk and they are online in social media (YouTube, Facebook twitter,….) and
they had very strong website which can make survey according review or how many
like it this post .

6. Customer Experience &
Monitoring Satisfaction

7. Retention activities &
Loyalty programs
Qatar airways had build a great connection with their customer by offer them a
member ship in privilege club which offer a lot of rewards for their customer and
keep them updated with last offer ( some offer be for members only according their
needs ) .

8. Emirates airlines using very strong Plan to retention their costumer and build loyalty
with them and that’s showing in your account in their website which offer you wards
with every miles you fly with them .
Retention activities &
Loyalty programs

9. Retention activities &
Loyalty programs

10. CRM System Implemented
Qatar Airways had a lot of system to
support this CRM system and marketing
.
Emirates airline has created its own
Windows 8 based CRM application on a
HP ElitePad 900 tablet computers. The
company began rolling out the tablets on
planes early this year.
For several years, the Dubai-based airline
has run a CRM app and it was developed
for laptops, but by making the program
accessible on a tablet, flight crews will
have an easier time concentrating on
customer experience, according to
Patrick Brannelly, an Emirates vice
president of communications.

11. Key Drivers
Product Development
Advertising, Direct Marketing & PR
Website, E-commerce, on-line reservations
Merchandising, onboard amenities, duty-free shopping Literature,
stationery, leaflets, brochures, tickets, schedules
Environments : Signage, livery, exhibitions & trade shows
Sponsorships & co-branding, CRM & loyalty programs
Human interaction, Customer care

12. Segments
Economyclass premiumEconomy ExecutiveClub First&BusinessmanClass
Region
insidemiddleeast
andgolfarbian
GolfArbian
GolfArabianandEurope
andinternationalflights
Selectedinternationalflights
Age
Kids,teenagers,
middle-aged,old-
aged
Teenagers,middle-
aged
Middle-aged,old-aged Middle-aged,old-aged
Gender Male,female Male,female Male,female Male,female
Income Low Middle High High
Occupation Students,salaried Students,salaried BusinessmenProfessionals BusinessmenProfessionals
Education
Highschool
Bachelor‟s
Technical
Bachelor‟s
Master‟s
Businessschools
Master‟s
Businessschools
Socialstatus Low,middle Low,middle High High
Customerexpectations Low Medium High High
Tripdescriptors Regulartrip Recreational Business BusinessHoneymoon
TargetsegmentSegmentationBase