Business
How to Improve Customer Relationship Management in Airline Industry

By Awokunmi Ayodeji Peter

Companies all over the world are taking the issue of Customer Relationship Management (CRM) very seriously. Every successful enterprise across the globe is keenly interested and always ready to meet the needs of its customers. The airline industry is a service organization and every effort must be made to give a seamless customer experience at all times. Digital Transformation and Innovation help industries remain relevant in today’s world where technology is growing rapidly.
The aviation sector is subject to intense scrutiny for maintaining high precision due to the numerous laws in place. Currently, the aviation industry is under considerable strain. The industry is expected to present numerous pieces of information at the same time due to the increased competition, though. A system is necessary so that you can handle your inventory, customer information (such as data and preferences), transactions, refund information, and other things. A deeper comprehension of aviation CRM software is necessary in light of this. Furthermore, it is critical to make sure that all of this information complies with the relevant regulatory agencies.
Source: online (bing.com)
Processes in the aviation business need to be streamlined in an effort to cut costs. Companies can pass on savings from lower operational expenses to customers by offering lower fares. CRM for airlines aids in integrating quality and technological data exchange. Decisions must be taken in the aviation sector swiftly and with complete accuracy. Implementing CRM throughout the process will enable this. By ensuring that the management has effective control over economic and commercial activities, operational effectiveness will be increased.
Advantages of CRM for the Aviation Industry
Data security
It is crucial that the data stay private and secret in the aviation industry. CRM software is made specifically for the aviation sector to give users high reliability. There are solutions that allow selected users to examine data belonging to the company. The ease of maintenance, the use of a single data security method for the entire data environment, and the ability to detect impending threats on the basis of relative changes are further advantages that can be utilized. The airline sector can streamline all of its operations and offer the finest customer service by using CRM.
Improved Control in all Departments
All department’s operations come with a lot of expenses. Typically, these take the shape of labour costs, material costs, and operations management. Before making any decisions, it is crucial to carefully review all the departments. Aviation CRM aids in giving a birds-eye perspective of all operations across many sectors. This makes it easier to find and swiftly fix any flaws. The functionality of CRM is increased by the fact that it works with a variety of portable devices and is a dynamic software that enhances overall visibility.
Improved customers loyalty
CRM helps to improve customer loyalty when customers have the opportunity to give feedback on how they feel about the company. A responsive company must therefore take this feedback to develop a product or service that will better serve the customer. Voice of the customer (VOC) is one of the ways by which organizations get feedback from its customer. This process has helped organizations to develop a personalized service that helps to improve customer experience. Airlines across the globe are taking this approach to increase customer loyalty and Nigerian airlines should not be left behind.
Process automation
Source: elo.ovitas.com
The aviation industry’s overarching objective is to reduce unnecessary steps and boost production. CRM software automates the entire procedure, making it easier to manage crucial corporate operations including cost, operation, and maintenance. It is simple to cope with the continual configuration changes, and no separate system is needed to complete each task. The aviation sector benefits from excellent fleet reliability and inventory level monitoring norms. Users can check the software with total freedom and ease when on the road thanks to its compatibility with mobile devices.
Omnichannel experience
Customers today need a smooth omnichannel experience, round-the-clock customer support, and tailored communication. Businesses that don’t meet these requirements will fall behind. Another company is always only a click away for the customer.
It’s obvious that having an omnichannel approach is advantageous for both organizations and customers, but how can enterprises begin their digital transformation? How can companies develop an omnichannel strategy that stands out at a time of intense competition? CRM platform provides an omnichannel experience for customers.
Finally, it is imperative that airlines in Nigeria improve their CRM approach. The benefits of CRM are inexhaustible to customers, airline companies, as well as stakeholders.
Business
LAFARGE AFRICA ACHIEVES RECORD SALES OF 697BN; OPERATING PROFIT At 192bN, UP BY 89%; PAT UP BY 96% TO CLOSE AT 100BN

( Net Sales: FY 2024 up 72% YoY benefiting from improved volume; Q4 2024 up 86% vs PY
( Operating Profit: FY 2024 up 89% YoY; Q4 2024 up 103% vs PY
( Operating Margin: FY 2024 28%, up from 25% PY; Q4 2024 31%, up from 28% PY
( Profit After Tax: FY 2024 up 96% YoY, driven by Topline growth; Q4 2024 up 263% vs PY
( Continued focus on Increased product range, Sustainability and Health & Safety
Lafarge Africa Plc, a leading innovative and sustainable building solutions company and manufacturers of a range of cement brands has released its audited financial statement, recording a revenue of N696.76Billion for the 2024 financial year. The growth in revenue represents an increase of 72% from N405.50 billion that was recorded in the corresponding period in 2023. A breakdown analysis of the audited result also revealed that operating profit for the company in the financial year ended 2024 grew from N102.02billion in the corresponding period in 2023 to N193.01billion, representing an 89% significant rise.
According to the result released by NGX, the earning per share for the company for the 2024 financial year rose by 96%, moving from 3.17 to 6.22. A statement signed by the Chief Executive Officer, Lafarge Africa, Lolu Alade-Akinyemi noted that despite inflationary pressure on purchasing power which has affected the business, the Nigerian Infrastructure and construction sector has witnessed tremendous growth.
Alade-Akinyemi described the company’s outstanding financial performance as a testament to its strong market positioning, strategic initiatives drive on Volume growth, decarbonizing its environment though emission reduction and converting waste into energy.
We also leveraged on innovation and operational efficiency to deliver strong products and solutions into the building market, drive cost improvement, creating a great environment for our people to thrive and delivering value to our stakeholders.
He explained that despite a challenging business environment, the company remained resilient,
leveraging innovation and green growth in line with its sustainability ambitions, while also delivering value to its stakeholders.
”Lafarge Africa Plc remains committed to strengthening its leadership position in offering environmental friendly building solutions, while driving long-term profitability,” he said.
“We maintain our positive outlook for 2025, with market recovery expected to continue at similar growth with 2024. We will continue to maximize volume opportunities across our markets and actively manage our costs. We remain committed to our sustainability ambitions and strategy of ‘Accelerating Green Growth’ through innovative building solutions and delivery of stakeholder value,” he said.
He expressed appreciation to its esteemed customers, employees and all other stakeholders for their commitment, despite the macroeconomic headwinds being experienced in the industry.
-END-
About Lafarge Africa Plc
Lafarge Africa Plc, a leading Sub-Saharan Africa building solutions company is a member of Holcim Limited, a world leader in building solutions accelerating our world’s green transformation. Listed on the Nigerian Exchange Group, Lafarge Africa is actively participating in the urbanization and economic growth of Nigeria, the largest economy in Africa.
Lafarge Africa has the widest footprint in Nigeria with cement operations in the South West (Ewekoro and Sagamu in Ogun State), North East (Ashaka, in Gombe State), South East (Mfamosing, Cross Rivers State) with Ready-Mix operations in Lagos, Abuja and Port Harcourt. Lafarge Africa has a current installed cement production capacity of 10.5Mtpa.
Lafarge Africa leverages on its innovative expertise to provide value-added products and services solutions in the building and construction industry in Nigeria. Additional information is available on the web site at www.lafarge.com.ng
About Holcim
Holcim is a global leader in innovative and sustainable building solutions with net sales of CHF 27.0 billion in 2023. Our 63,448 employees are driven by our purpose to build progress for people and the planet across our regions to improve living standards for all. We partner with our customers to offer the broadest range of advanced solutions, from sustainable building materials ECOPact and ECOPlanet, to our circular technology ECOCycle®, all the way to Elevate’s advanced roofing and insulation systems.
Business
Maintain status quo on subscription prices – FCCPC tells MultiChoice

The Federal Competition and Consumer Protection Commission, FCCPC, on Thursday directed MultiChoice Nigeria to maintain its current subscription prices pending the outcome of ongoing investigations.
It should be recalled that the Pay-TV operator had announced a 21 per cent increase in subscription fees for its DStv and GOtv packages, effective from 1st March 2025.
However, on Tuesday, FCCPC vowed to investigate the price hike, summoning the company’s leadership to explain the circumstances behind the proposed increase.
MultiChoice Nigeria subsequently requested an extension of the date for its appearance before the commission.
In response, FCCPC, in a statement issued on Thursday by its Director of Corporate Affairs, Ondaje Ijagwu, said that while the request had been granted, “the company is now required to attend the rescheduled investigative hearing on 6th March 2025, along with all relevant officers and a comprehensive response.”
“Pursuant to this, MultiChoice is expressly instructed to maintain the existing price structure as of 27th February 2025, pending the Commission’s review and final determination on the matter.
“Maintaining the status quo on pricing is essential to prevent any potential consumer harm during this period,” the statement added.
Business
Dangote slashes petrol price to N860 per litre in Lagos

Dangote Petroleum Refinery has announced a drop in the ex-depot (gantry) price of Premium Motor Spirit (PMS), often known as petrol, by N65.00, from N890 to N825 per litre, effective February 27th, 2025.
Under the new system, purchasers in Lagos will pay N860 per liter at MRS stations.
The price adjustment, according to Dangote was designed to provide essential relief to Nigerians in anticipation of the upcoming Ramadan season, while also supporting President Bola Ahmed Tinubu’s economic recovery policy by alleviating the financial burden on the Nigerian populace.
This marks the second price reduction of PMS in February 2025, following a previous decrease of N60.00 earlier in the month.
Additionally, in December 2024, during the yuletide period, the refinery reduced the price of PMS by N70.50, from N970 to N899.50 per litre, as part of its commitment to easing the cost of living and providing relief to Nigerians during the holiday season.
With the latest reduction, the management of the refinery said Nigerians will be able to purchase the Dangote petrol at the following prices in all our partners’ retail outlets.
“For MRS Holdings stations, it will sell for N860 per litre in Lagos, N870 per litre in the South-West, N880 per litre in the North, and N890 per litre in the South-South and South-East respectively.”
“The same product will also be available at the following prices in AP (Ardova Petroleum) and Heyden stations: N865 per litre in Lagos, N875 per litre in the South-West, N885 per litre in the North, and N895 per litre in the South-South and South-East.”
The company assured the public of a consistent supply of petroleum products, with sufficient reserves to meet domestic demand, as well as a surplus for export to enhance the country’s foreign exchange earnings.
It called on marketers to support this initiative, ensuring that Nigerians remain the primary beneficiaries of this effort.
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