The Research On CRM Of China Southwest Airlines Based On The E-commerce Environment

This thesis analyzed the development strategy and competitive strategy of China South West Airlines (CSWA), Critical success factors (CSF) of strategy and the information requirement for the CSWA/CRM were discussed in details with the methodology of Information Engineering. The CSWA/CRM strategic plan was given.This thesis points out that Developing E-commerce and building the CRM system is the best way to improve the core competence of CSWA, The technical route of CRM construction was discussed. The Key technologies of CSWA/CRM and the solutions for them are also discussed. Finally, the feasibility of CSWA/ CRM was analyzed.