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About this document
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- 5 pages
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- $5 one-time, yours to keep
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- Subject
- Business, Management, Marketing
This case study examines Continental Airline’s tech strategy and how it improved customer service and profitability. It covers the airline industry’s challenges post-Sept. 11 and Continental’s unique approach to staying competitive.
What's inside
- Airline industry challenges post-Sept. 11
- Continental's approach to customer service
- Tech strategy for profitability
- Comparison with other airlines
- Continental's history and improvements
Who it is for: Students of business strategy, management, and marketing. (Undergraduate)
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Summary
Continental Airlines' use of technology in customer service is explored. Students learn how Continental used tech to improve customer service and stay competitive in the airline industry.
Challenges In Airline Industry
Airline travel changed after 9/11. Airlines faced high fuel costs, low profits and increased competition. Some airlines struggled with customer service and financial difficulties.
Continental's Customer Focus
Continental Airlines aimed to serve its most valuable customers well. It also wanted to attract new customers with good service. This strategy helped it stay ahead of competitors.
Continuental's IT Strategy
Continental's IT team created tools to boost efficiency and business intelligence. It consolidated its customer relationship management systems. This helped the airline improve customer service and stay profitable.
Future Of Airline Technology
Competitors began to focus more on technology. Continental's tech strategy might be copied by other airlines. Nevertheless, Continental's efforts positioned it well for future success.
Key terms
- IT Department
- The team responsible for managing and improving Continental's technology systems.
- Customer Relationship Management
- The practice of managing a company's interactions with current and potential customers.
- Customer Value Management
- The process of understanding and managing the value of customers to a company.
- Legacy Carriers
- Established airlines that have been in operation for many years.
- Customer Service
- The support and assistance provided to customers before, during and after their travel.
Questions this document helps with
- What challenges did airlines face after 9/11?
- How did Continental Airlines use technology to improve customer service?
- What is the importance of customer value management in airline industry?
Summary written with AI from the document's text.
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