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CRM in Airlines Industry
 Kodrazi, Linda ; Král, Petr (advisor) ; Vokáč, Matěj (referee)
As a subject of this Masters thesis, I have chosed Customer Relationship Managemement in the aerospace industry, thus the aplication of set of tools supporting marketing, sales and customer service. The work is a gradual description of current trands and changes in the aviation industry with aim to follow moments of truth and the processes that take place at customer level Business to Cusotmer (B2C) and at industrial level Business to Business (B2B). While the B2C sector is represented by relatioship of air cariers and passengers, the B2B sector follows the relationship of air carriers and airports. The work is divided into two main parts, theoretical and practical one. The theoretical part consists of a destription of the CRM and aviation industry. It is based on the knowledge that the customer relationship strategy is a long-term and effecite partnership based on understanding of specific customer wishes and needs, which is supported by IT technologies and propper alignment of business processes. The practical part was written in order to apply CRM approaches to right customers (using an appropriate market segmentation) at right place (by creating positive moments of truth) and through right processes.
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