Elevating CRM Strategies in the Airline Industry: A Comprehensive Analysis of Key Performance Indicators

SeyyedAbdolHojjat  MoghadasNian,Maryam  Moadab

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Эта статья является препринтом и не была отрецензирована.
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Elevating CRM Strategies in the Airline Industry: A Comprehensive Analysis of Key Performance Indicators

S. MoghadasNian,

M. Moadab

2026-04-29

https://doi.org/10.24108/preprints-3115090

The escalating complexity of customer expectations within the airline industry necessitates a strategic overhaul in how airlines manage their Customer Relationship Management (CRM) strategies. This paper delves into the transformative power of Key Performance Indicators (KPIs) in orchestrating effective CRM in the airline sector. Through a mixed-methods research approach, encompassing both quantitative and qualitative analyses, this study scrutinizes the influence of specific CRM KPIs on enhancing customer engagement, satisfaction, loyalty, and financial outcomes. The findings illuminate the strategic significance of adopting a data-driven, KPI-focused approach to CRM, highlighting the necessity for airlines to integrate advanced analytics and emerging technologies such as AI and IoT to remain competitive. A balanced management of customer-centric and financial KPIs, supported by technological innovation and a culture of agility and continuous improvement, emerges as crucial for achieving operational excellence and sustained competitive advantage. This research contributes to the theoretical and practical discourse on CRM in the airline industry, offering actionable insights and a roadmap for airlines to navigate the complexities of modern customer relationship management. The implications of this study extend beyond academic interest, providing a strategic framework for airlines to enhance their CRM strategies, foster improved customer relationships, and secure a competitive edge in the global market.

Ссылка для цитирования:

MoghadasNian S., Moadab M. 2026. Elevating CRM Strategies in the Airline Industry: A Comprehensive Analysis of Key Performance Indicators. PREPRINTS.RU. https://doi.org/10.24108/preprints-3115090

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