Mohammad Tarokh - Information Technology Engineering Group, Department of Industrial Engineering, K.N. Toosi University of Technology, Tehran, IranAssistant Professor in Industrial Engineering; Head of IT Engineering Group;
Mahmoud Majidi - Sc. Stud

In this paper we introduce customer relationship management systems and their effects on the airline industry. We show that in which areas CRM systems can support airlines and what kind of technologies or tools can help to improve such systems. At the end of this paper we use the current airlines’ situations and their market demands to show the differences between market needs of major airlines CRM systems and that of low-cost airlines.

Customer Relationship Management (CRM), Airline Industry, Business Intelligence (BI), Competitive Intelligence, Low-Cost Airlines (LCC), Major Airlines