Customer Relationship Management Workshop

Overview

Nicola Bakowski Customer Account Manager

NATS

What is Customer Relationship Management

• Why implement CRM?

“An effective relationship between ANSPs and their airspace users is a crucial driver for ATM transformation and performance improvement.”

• MEAUSE target :

“Develop and promote customer relationship management tools that contribute to better understanding and performance improvement”

MEAUSE CRM Activities

CRM Philosophy, Tools & Techniques

Overview of some CRM tools & techniques

How does the customer relationship evolve?

Detailed Sessions

• Customer segmentation

• Objectives and benefits of consultation

• How to become a customer oriented organisation

Principles Examples Discussions

How can MEAUSE support?