1. The New Piper Aircraft Presented by: Darren Weiler Real World Case CRM Initiatives At New Piper Aircraft

2. Introduction  Brief History  Competition  Summary of Case  Case Questions and Answers  Conclusion

3. History  Mr. Piper’s felt everyone should fly  First Piper was introduced in 1937.  This aircraft is familiarly known as the Piper Cub. http://www.newpiper.com/heritage/index.asp

4. History  1940’s during WWII the pressure on civilian air manufacturers was so fierce, it pushed the Piper company into modifying the Piper Cub J- 3 for military use.  These Planes were known as the L-4’s. 6,000 were built to train pilots for combat.  Four out of five pilots during WWII earned their wings on these aircrafts.

5. History (Cont.)  1950’s First Piper metal frames introduced in 1954. First Piper metal frames introduced in 1954. Known as the Apache Known as the Apache Also the first twin engine plane and first to be named after American Indians. Also the first twin engine plane and first to be named after American Indians. 1957 piper introduced the PA-25 (spraying). 1957 piper introduced the PA-25 (spraying).  1960’s The PA-28 Cherokee was certified by FAA in October of 1960. The PA-28 Cherokee was certified by FAA in October of 1960. 1965 PA-32 was a stretched version of the PA-28. 1965 PA-32 was a stretched version of the PA-28. 1967 Piper introduce the PA-31 Navajo a twin engine aircraft 1967 Piper introduce the PA-31 Navajo a twin engine aircraft

6. History (Cont.) History (Cont.)  1970’s Introduced in 1979 was the Cheyenne III. Later upgraded to the IIIA. Introduced in 1979 was the Cheyenne III. Later upgraded to the IIIA. Built for business travelers and was used to train Commercial Airline Pilots. Built for business travelers and was used to train Commercial Airline Pilots.  1980’s In 1983, while many airline businesses were calling it quits, Piper introduced the PA-46 Malibu. This was a more comfortable aircraft with the features of a personal jet at a fraction of the price In 1983, while many airline businesses were calling it quits, Piper introduced the PA-46 Malibu. This was a more comfortable aircraft with the features of a personal jet at a fraction of the price

7. History (Cont.)  1990’s The Piper corporation was bought out by the CEO and piper employees. The Piper corporation was bought out by the CEO and piper employees. They became The New Piper in 1992. They became The New Piper in 1992.  2000 The New Piper is in manufacturing the Piper Meridian, and the Piper 6X, and 6XT. The New Piper is in manufacturing the Piper Meridian, and the Piper 6X, and 6XT. Each will be equipped with new glass (ghost) gauges. Each will be equipped with new glass (ghost) gauges.

8. Competition  Cirrus Cirrus  Cessna Cessna  Aviat  Gulfstream  Lear  Beech  Diamond Aircraft

9. Case Summary  With a struggling company, Piper soon turned its focus to Customer Relation Management (CRM). Upon the acquisition of Piper, the new CEO purchased a CRM software from Sieble Systems. These new implementations showed an increase to 243 million dollars in revenue.

10. Question & Answer  Q. Describe the major features of the CRM program.  A. Major features are organization, customer service, dealer access, partner access. These features utilize timeliness, security, navigation These features utilize timeliness, security, navigation Customers will be able to access the site for aircraft info, warranty information, and claims. Customers will be able to access the site for aircraft info, warranty information, and claims. They will also use the site to find dealers for purchasing of aircraft. They will also use the site to find dealers for purchasing of aircraft. Dealers will also be able to access customer service features to better help in selling of aircraft. Dealers will also be able to access customer service features to better help in selling of aircraft.

11. Question 2  Q. Why does a company need such a elaborate CRM program? How would you justify it?  A. To make for timely information in a fast paced industry. FAA regulation changes FAA regulation changes Customer Service needs Customer Service needs Dealer inquiries Dealer inquiries Dealer sites for purchase Dealer sites for purchase Timely responses. Timely responses.

12. Question 3  Q. How can one system serve both individual customers and business customers, including dealers?  A. The program helps by timely answers to problems while keeping information secure. Keeps aircraft info in a database. Keeps aircraft info in a database. Information can be seen within a minute. Information can be seen within a minute. Business customers can view aircrafts and find dealers for orders Business customers can view aircrafts and find dealers for orders Dealers will be able to make service requests and answer questions Dealers will be able to make service requests and answer questions

13. Conclusion  Brief History  Competition  Summary of Case  Case Questions and Answers