Airports and crowded track with long queues at security is making a long journey comfortable for flying experience and may be willing to pay higher prices for that experience. Who are these customers? It is here that collects information related customer becomes very vital. Ferreting the intelligence of that information is also crucial. Virgin America needs to start investing in CRM, Data Warehousing and BI tools to identify the right customers. They can get away initially by outsourcing. But as the data grows, depending on an outside company to provide the infrastructure to gather information of intelligence is extremely risky proposition. Never outsource its core competence!
Virgin America is also investing in its homegrown software *. If that is home to specific software Virgin America's business strategy, they are doing everything right. If the customized software is only about cost savings and nothing to do with understanding the customers' life time value "in a few years they will be Southwest look alike.
Tuesday, 3 June 2008
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