Kirksand airlines is well known for providing excellent customer service to its flyers. the staff members enquire and listen carefully to each flyer's wants and needs. if a flyer has any specific requests, the staff members ensure that they are immediately attended to. in this scenario, kirksand airlines has based its customer relationship management on the trend of

a. technology
b. personalization
c. loyalty
d. mass marketing

The correct answer is B. personalization.

Explanation:

At present, consumers no longer like the idea of being seen as simple numbers by brands and companies, this implies that those who seek to reach these individuals should work harder to change the way they relate and direct to this, and one of the most effective methods today is through personalization, which implies a better understanding of consumers to become more relevant to them. Salesforce notes that by 2021, 51 percent of consumers would be waiting for companies to anticipate their needs and make relevant suggestions before a contact is established.

Therefore, we can talk about personalization as an increasing tactic, which is being well perceived by businesses and consumers. Particularly in the case of business, the benefits have been significant, Monetate notes that 79 percent of organizations that exceed their revenue goals have a documented personalization strategy.

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