Share
Explore BrainMass

Benchmarking information for Classic Airlines

I need to provide a problem/opportunity statement and find companies for three of the course concepts as it relates to Classic Airline. Here is my problem Statement, please help me find companies: Classic Airlines must regain its members and employee's confidence by developing and establishing new concepts and new solutions in order to avoid bankruptcy, retain members, and increase its customer and employee morale while staying within the threshold presented.

A) Identify whether the company has been successful or unsuccessful.
B) Summarize your key findings for the company as they relate to the scenario.
C) Identify at least one alternative solution for Classic Airlines from each company researched.

Then, identify best practices in customer relationship management,
Manage the marketing of services, and Align customer relationship initiatives and organizational goals

Attachments

Solution Preview

Task A: Problem/Opportunity Statement
Instructions for Task A: In the Response row, write out the problem/opportunity statements for the scenario for each of the team members.

Response to Task A:
You provided the answer: "Classic Airlines must regain its members and employee's confidence by developing and establishing new concepts and new solutions in order to avoid bankruptcy, retain members, and increase its customer and employee morale while staying within the threshold presented." This is a fairly good problem statement as it defines the problem (potential bankruptcy, decrease in membership, and low morale), maps out a direction (the need for new concepts and solutions) and describes it (all items are going in the wrong direction - down).

Generic Benchmarking?The purpose of generic benchmarking is to identify potential solutions to the problem statements defined in Task A. You will do this by looking at how companies in other industries have dealt with similar issues.

Topic A: Long-term customer acquisition/retention strategy.
Instructions for Topic A: In the Response row, each team member must identify at least one company that has faced and addressed similar situations (successfully and unsuccessfully).
? In the Response row, identify whether the company has been successful or unsuccessful.
? In the Response row, summarize your key findings for the company as they relate to the scenario.
? In the Response row, identify at least one alternative solution for Classic Airlines from each company researched.

Response to Topic A:
Delta Airlines instituted a very successful rewards program known around the world as the Delta SkyMiles program. This is a prime example of building and maintaining marketing alliances. The SkyMiles program offers several different ways to earn miles when flying any of the Delta flights or those of other Sky Team airlines. This allows customers to earn mileage points by eating, sleeping, driving, or shopping. Delta offers its rewards program on all flights, to include international destinations and has partnered with smaller airlines so customers have the option of over 14,000 flights in addition to the standard Delta routes. This partnership allows passengers to fly to nearly 500 destinations in almost ...

Solution Summary

Looks at some aspects of Delta (long-term customers), Southwest (CRM), and American (goal alignment) airlines and how they can help Classic Airlines improve operations.

$2.19