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This study examined the Customer Relationship Management (CRM) practices used in selected airlines in the Nigerian Aviation industry. It investigated the factors influencing the effective deployment of Information and Communications Technology (ICT) for CRM and determined the effects of ICT on the performance of the industry. The study was conducted in the Head Offices of the local airlines (Lagos state and the Federal Capital Territory Abuja). A multistage sampling technique was employed to select ten local airlines and ten travel agencies. Two hundred Airline passengers were randomly selected for the study. Primary data were collected using three sets of questionnaire. Data obtained were analysed using appropriate descriptive and inferential statistics. The study revealed that the adoption of ICT in airlines operations significantly reduced operational costs (r = -0.791*, p = 0.011), improved service quality (r = 0.732*, p =0.025) and improved identification of high value customers. The study concluded that the effective deployment of ICT assisted the Airlines in rendering better services to their passengers and facilitated a robust performance of their operations.

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The study investigated the role of openness, networking, and partnership on production and innovation among firms within the Otigba ICT cluster in Nigeria. A questionnaire were administered on 200 purposively selected business owners/leaders of informal tech-based enterprises in the cluster. The results showed that there were simultaneous occurrence of competition and co-operation within the cluster. Modes of openness within the cluster were by exchanging information and sharing experience with other technicians. Firms were majorly (70%) involved in process and marketing innovations (30%). Openness, networking, and partnership played a very significant role on access to information, customers, new domestic market, tools/technology, suppliers of raw materials, and inputs among the enterprises. A majority (95%) of the respondent enterprises which exhibited cluster attributes were involved in one form of innovation or the other. The study concluded that openness, networking, and partnership had engendered scaling-up among the enterprises.

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