. Businesses are trying to get closer to the customer by using information and communication technology (ICT) so that they can create long-term relationships and gain more knowledge from and about the customers. The airline industry is no exception to this. It has reached a crossroad. While on one hand fuel and labour costs continue to be key issues, the phenomenal growth in passenger traffic has created new opportunities for growth. With the help of an example from the airlines industry such as Emirates, explain how airlines use customer relationship management (CRM) for improving their customer service?
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