KLM, the fourth largest airline in Europe, has deployed E.piphany’s Marketing and Interaction Advisor software solutions to support its customer loyalty and targeted communications programs across its global customer base.
The KLM CRM project commenced in January 2003 and has achieved its first deliverable with the deployment of the campaign management software solution. This application will enable KLM to target customers with special campaigns and offers. This will be followed by the roll out of an integrated customer database that is intended to increase KLM's knowledge of its customers, allowing recognition of customers at different contact points and providing information on individual customer value.
"This will give KLM timely and better insight into individual customer needs. Besides increased cross-sell and up-sell opportunities, this will allow us to provide a better service to our customer,” said Paul Gregorowitsch, Executive Vice President of KLM's Commercial Division.
Last year KLM Royal Dutch Airlines carried more than 23.4 million passengers and 489,000 tons of cargo and provided engineering and maintenance services to more than 20 airlines. KLM operates a modern fleet of 219 aircraft.