by Mahmoud MehannaAbdulrahman mohamed

Emirates Air lines and

Qatar Airways

CRM presentation

Presented ToDr: Amr Mansour

Introducing

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 countries56,725 Employees

Revenue 35.6 $ billion Net income 3.2 $ billion

Customer Acquisition Activities

Official Partner and airline sponsor of FIFA. A

BFly Emirates’ logo can be seen on many team jerseys, like Arsenal FC, AC Milan, Paris Saint-Germain, Hamburger SV and latest addition Real Madrid.

CThey 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

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 ) .

Customer Experience & Monitoring SatisfactionThe 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 .

Customer Experience & Monitoring Satisfaction

Retention activities &

Loyalty programsQatar 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 ) .

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

Retention activities &

Loyalty programs

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.

Key DriversProduct 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

Segments

Economy class premium Economy ExecutiveClub First & Businessman Class

Region inside middle east and golf arbian Golf Arbian Golf Arabian and Europe

and international flights Selected international flights

AgeKids, teenagers, middle-aged, old-

agedTeenagers, middle-

aged Middle-aged, old-aged Middle-aged, old-aged

Gender Male, female Male, female Male, female Male, femaleIncome Low Middle High High

Occupation Students, salaried Students, salaried Businessmen Professionals Businessmen Professionals

Education High schoolBachelor‟s

TechnicalBachelor‟s

Master‟sBusiness schools

Master‟sBusiness schools

Social status Low, middle Low, middle High HighCustomerexpectations Low Medium High High

Trip descriptors Regular trip Recreational Business BusinessHoneymoon

Target segment Segmentation Base