Project Report from the year 2007 in the subject Business economics - Customer Relationship Management, CRM, grade: 86%, Macquarie University (Graduate Accounting and Commerce Centre), course: MKTG814, Managing Customer Relations (post-graduate unit), language: English, abstract: Lufthansa is Germany’s aviation flagship company and also one of the major airlines operating on a global scale. Established in 1926, Lufthansa currently is one of the biggest members and also founders of the Star Alliance, the world’s most important airline cooperation. Divided into five strategic business segments (passenger business, logistics, Maintenance Repair Overhaul, catering and IT services), the following report will focus on the passenger business segment and Lufthansa’s activities in terms of customer relationship management (CRM) in this division. Being one of the first airlines to have established a customer loyalty program, Lufthansa successfully runs its frequent flyer concept Miles & More (Lufthansa, 2007). In a competitive environment like the aviation business, relying on a loyal customer base which generates a major part of the company’s revenue is one of the key drivers for success. Due to cost pressure in the late 1990 ́s and the crisis in the aviation business after the terror attacks in 2001, airlines more than ever before recognized and appreciated the value of a relationship to its important profitable customer segments. Thus CRM strategies have become increasingly relevant for Lufthansa and other airlines. Lufthansa’s CRM strategy in the passenger business segment is concentrated within the Miles & More program. Different statuses of memberships are designed to attend to customers throughout the stages of customer’s lifetime and therefore represent the value of the customer for the company. Beneath the Miles & More surface, an accurate value chain is required. The value chain contains Lufthansa ́s Customer Portfolio Analysis, IT and Database Integration, Value Proposition Development and Customer Lifecycle Management. These factors combined enable Lufthansa to create a state of the art CRM system.

Why are some firms successful on global markets whilst others are not? In this collection of papers, a group of distinguished international researchers examine the inter-relationship between national context, firm performance and global competitiveness. In a series of empirical studies covering major industries (such as banking, telecommunications, construction, automobiles, and airlines) in a number of European countries (Great Britain, France, Germany, Holland, Finland, Slovenia), the studies show how distinctive patterns of firm competences and capabilities arise from national contexts. These influence the way in which firms perform in response to changing technologies and competitive pressures. Thus the impact of the globalisation of economic activity may be to reinforce existing national differences in firm performance rather than producing a homogenisation and standardisation. This book will be of interest to researchers in business and management, sociology, economics and political science for its comparative organizational approach to problems of economic performance.

"This superbly researched, powerfully reasoned book shatters one of the most destructive business myths of our time: that a corporation must choose between higher profits and protection of the environment." "Instead, as the authors demonstrate with compelling case histories of ten spectacular corporate success stories of the 1990s, the opposite is actually true: A corporation that makes the environment a major priority not only reaps a huge harvest on the bottom line, but also gains a vital edge in the unrelentingly competitive marketplace of this decade of cost cutting." "The reason for this is almost staggeringly simple. Pollution of all kinds is just another word for industrial waste, and waste is exactly what no corporation in search of total quality in its product and of complete acceptance by the consumer can afford today." "The Total Quality Corporation also provides a fascinating overview of the growing challenges facing the three major economic regions of the world - Europe, Japan, and America. How corporations respond and how fast they do it will determine who wins in the ever more demanding race for global marketshare. And the race has already started, as is evident in this timely, compelling book."--BOOK JACKET.Title Summary field provided by Blackwell North America, Inc. All Rights Reserved

This text combines a discursive treatment of the theory and practice of competition in the European Union with analysis, through case studies, of the real experience and reaction of European business to these issues.

What are the most fundamental differences among the political economies of the developed world? How do national institutional differences condition economic performance, public policy, and social well-being? Will they survive the pressures for convergence generated by globalization and technological change? These have long been central questions in comparative political economy. This book provides a new and coherent set of answers to them. Building on the new economics of organization, the authors develop an important new theory about which differences among national political economies are most significant for economic policy and performance. Drawing on a distinction between 'liberal' and 'coordinated' market economies, they argue that there is more than one path to economic success. Nations need not converge to a single Anglo-American model. They develop a new theory of 'comparative institutionaladvantage' that transforms our understanding of international trade, offers new explanations for the response of firms and nations to the challenges of globalization, and provides a new theory of national interest to explain the conduct of nations in international relations. The analysis brings the firm back into the centre of comparative political economy. It provides new perspectives on economic and social policy-making that illuminate the role of business in the development of the welfare state and the dilemmas facing those who make economic policy in the contemporary world. Emphasizing the 'institutional complementarities' that link labour relations, corporate finance, and national legal systems, the authors bring interdisciplinary perspectives to bear on issues of strategic management, economic performance, and institutional change. This pathbreaking work sets new agendas in the study of comparative political economy. As such, it will be of value to academics and graduate students in economics, business, and political science, as well as to many others with interests in international relations, social policy-making, and the law.

Air Transportation: A Management Perspective by John Wensveen is a proven textbook that offers a comprehensive introduction to the theory and practice of air transportation management. In addition to explaining the fundamentals, the book transports the reader to the leading edge of the discipline, using past and present trends to forecast future challenges and opportunities the industry may face, encouraging the reader to really think about the decisions a manager implements. Written in an easy-to-read, easy-to-understand style, the Eighth Edition modernizes the text focusing on newly emerging management trends, innovative technology, and an increased emphasis on global changes in the industry that will change the future of aviation. New and updated material has been added throughout the text including mini case examples and supplemental presentation materials for each chapter. Air Transportation: A Management Perspective is suitable for almost all aviation programs that feature business and management. Its student-friendly structure and style make it highly suitable for modular courses and distance-learning programs, or for self-directed study and continuing personal professional development.