Scribd
Upload
42 views3 pages

Opportunities and Challenges of Vietjet's CRM Operations

ARTICLE

Uploaded by

manhthu ngo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
42 views3 pages

Opportunities and Challenges of Vietjet's CRM Operations

ARTICLE

Uploaded by

manhthu ngo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 3

Opportunities

Enhanced Customer Personalization


Vietjet's CRM system enables customized marketing campaigns and
personalized customer interactions. By analyzing customer data, the airline
can design targeted promotions that appeal to specific customer segments,
resulting in higher customer loyalty and satisfaction.
(Nguồn)

Real-Time Data Utilization


The introduction of the Real-Time Performance Management (RTPM)
platform allows Vietjet to continuously monitor customer feedback and
service quality. This real-time feature enables swift adjustments in service
delivery, improving the overall customer experience.
(Nguồn)

Expansion into New Markets


With a strong CRM system, Vietjet can efficiently analyze market trends and
customer preferences, supporting its expansion into international routes.
These strategic insights enable the airline to customize its services to meet
the needs of various customer groups.
(Nguồn)

Increased Operational Efficiency


By automating data collection and reporting processes, Vietjet can optimize
its operations. This increased efficiency not only lessens the workload on
staff but also enhances response times to customer inquiries and
complaints.
(Nguồn 1), (Nguồn 2)

Challenges

Data Overload
The large volume of collected data can overwhelm employees, making it
hard to extract useful insights. The complexity of manually creating reports
from this data can delay decision-making, which in turn affects the quality of
service.
(Nguồn)
In addition, how to store this huge amount of data while still ensuring
information security will also be a big challenge.

Communication Gaps
Although CRM technology has made significant progress, communication
breakdowns between departments still occur. Problems like delayed flight
notifications have resulted in poor customer experiences, emphasizing the
need for better integration within the CRM system.
(Nguồn 1) (Faking IP to access this source, pls bro), (Nguồn 2)

Competitive Pressure
The airline industry is highly competitive, with many companies competing
for market share. Vietjet needs to constantly improve its CRM strategies to
stay ahead of rivals like Vietnam Airlines and Jetstar Pacific, which may have
more well-established service standards and customer loyalty programs.
(Nguồn 1), (Nguồn 2)
Changing Customer Expectations
As consumer preferences change rapidly, staying relevant through the CRM
system becomes a challenge. Vietjet must swiftly adjust its strategies to
keep up with these shifting demands while ensuring that the quality of its
services remains high.
(Nguồn 1), (Nguồn 2)

You might also like