Customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers. CRM software is used to support these processes; information about customers and customer interactions can be entered, stored and accessed by employees in different company departments
For making a reservation to the customer, it's a relationship with a promise and a trust . When the airline helps the customer to reservation a seat which after they paid. It is like a promise to please the customer and to make them come back next time to that airline company.
Using frequent flyer miles, then it can easily to keep the customers. They give a free ticket to the customers which got enough flyer miles. Who doesn't want it ?
For having a flight, the airline would have some crews to serve and pleased the customers to completing a flight.
that's me
You have summarized the benefits of CRM nicely. More details about information/fields collected by various airline processes can be added. For example, when a customer redeems their miles, they need to provide their account number, the number of miles to be redeeemed, the flight or gift they wish to exchange their points for, the merchant offering the redeemed item, etc.
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