基于CRM理论的航空门户网站评价分析

Based on CRM theory, through the Alexa Web site rankings for China Aviation sampling, from the customer point of view of analysis of these site surveys, extensive investigation and study of the major domestic airlines CRM website development, customer relationship management from the airlines of the three basic strategies (Frequent Flyer and club management, customer planning and call center systems) point of view were analyzed. Through the analysis of the major sites can be seen that although the development of the domestic civil aviation website has gradually started, there is still no mature than foreign aviation site. Alexa rating through the standard tools to draw, the domestic civil aviation traffic to your site ranked side, the web service system is still relatively backward, services are also provided at the on-line booking. Most aviation companies have a frequent flyer program, but there are still many problems, many companies overlook the importance of large customers, call center function is still far from complete. On this basis this article to make some comments and suggestions.