employee
Moscow State Technical University of Civil Aviation
employee
student
In the modern aviation business management paradigm, an important success factor is the optimization of business processes for interacting with customers, which is determined by increasing competition and increasing service quality requirements. This article analyzes aspects of the interaction of the Sibtrevel air transport company with customers in order to identify potential opportunities for improving this area of activity and form specific proposals. One of the most promising areas for optimizing customer interaction is the introduction of CRM systems. An analysis of the airline's business processes demonstrates that the introduction of a customer relationship management (CRM) system can optimize the procedures for booking and selling air tickets, improve the quality of passenger service both at the airport and on board the aircraft, and increase the effectiveness of customer incentive programs. When selecting a CRM system, it is important to take into account a number of fundamental requirements, such as functionality, expandability, integration with existing enterprise information technologies, and ergonomics of the interface.
problems of business processes of customer interaction, optimization of business processes of customer interaction, CRM system, the concept of customer-oriented marketing
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