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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 _____.

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In this scenario in which the needs, wants and specific requests from each customer (flyer) are heard and provided, Kirksand airlines has based its customer relationship management on the trend of personalization. The concept of personalization in CRM includes marketing and customer approach focused on individual users' characteristics or preferences.
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Answer: personalization

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. This is a classic example of personalization. They are ensuring that a close contact with the customers remain in order to get a positive publicity,  

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