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OPENING DATE: November 26, 2014
DUE DATE: December 02, 2014
The core objective of this activity is to make the students understand that why CRM is important
and how a good CRM program can improve the customer services and provide customer
After attempting this assignment, the following outcomes are expected.
• Students will be able to understand why “Customer Relationship Management” is
important in providing better customer services and customer satisfaction.
• Students will be able to understand how customer services are improved by the CRM
programs in order to make the customer satisfied.THE CASE:
Pakistan International Airline – PIA, established in 1955, currently placed in the top 20 amongst
the best airlines in Asia. The airline is engaged in the provision of air transport service, operating
passengers & cargo services around the world. The airline serves in “Domestic and International
markets”. The Domestic market for the airline remained highly competitive with all other airlines
determined to raise their share. PIA has the capability to become the best air service provider in
Asia, but due to some reasons, its market share is dropping down in the domestic market as well
as in international market.
The Pakistan International Airlines is suffering from a difficult financial crisis nowadays. The
airline is below par due to many factors such as poor management, lack of maintenance, often a
delay and cancellation of flights, shortage of planes, emergency crash landings, and in some
cases a non-serious attitude of the administration and service staff. Such problems create
irritation among the passengers and they got panic while traveling through PIA.
The PIA administration is considering the establishment of a customer service department to
streamline all complaints and problems. Being a student of CRM, what would you suggest them
to improve their services and find solution to their problems?
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Please note that your assignment will not be graded or graded as Zero (0), if:
• It is submitted after the due date.
• The file you uploaded does not open or is corrupt.
• It is in any format other than MS-Word or Open Office; e.g. Excel, PowerPoint, PDF etc.
• It is cheated or copied from other students, internet, books, journals etc.
Note related to load shedding: Please be proactive
Dear students!
As you know that Pre-Midterm semester activities have been started and the load shedding
problem is also prevailing in our country. Keeping in view the fact, you all are advised to post
your activities as early as possible without waiting for the due date. For your convenience;
activity schedule has already been uploaded on VULMS for the current semester, therefore, no
excuse will be entertained after due date of assignments, quizzes or GDBs.

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Replies to This Discussion

Please Discuss here about this assignment.Thanks

Our main purpose here discussion not just Solution

We are here with you hands in hands to facilitate your learning and do not appreciate the idea of copying or replicating solutions.

ma b hn mkt610 ki student...plz koi mjhy b bataye k kya krna ha???

hyeee koi b nahi :'( 

Sana i think except us, koi marketing ka hy hi nai..

1-advice about lowest available fares

2-deliver baggage on time

3-notify customers of known delays,cancellations and diversions.

4-allow reservations to be cancelled for a certain periods of purchase. 

5-ensures responsive s to customer complaints.

6- meet customers essentials needs during tarmac days

just explain these points with little details

koi mjhe b btai k kse kerna hy


have u solution


In my opinion I shall suggest them following things should be implementing on urgent basis:


  • Inform customers for delay & cancellation of flights.
  • Proper check and balance on CR department.
  • Implementation of customer’s feedback.
  • Proper maintenance of flights on every flight.
  • Take feed back on each customer.
  • Focus on cargo service.
  • Make comfortable seats in flights.
  • Provide proper detail to customers.

kindly also provide detail with changes 

Yeah there are not so many students of marketing :(

1-Change in Fare

2-Complaint Management system

3-Fulfil Customer needs

Will any one upload complete solution............


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