Originally Posted by
gsupstate
Thanks - that's pretty cool (Let Me Google That for You)!
But, wouldn't an airline just plain doing its job correctly and thoroughly achieve the same results?
As far as customer satisfaction, probably so. But when you get into a customer base as large as DL has right now, especially when combined with the lack of customer satisfaction, you definitely need some good data mining capabilities.
There are many benefits to a good CRM system when a company actually knows how to use it and the data it can provide. IMHO, the jury's still out on how well DL fares in this category.