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客户是旅行社的价值源泉。为了开发和留住客人,引入客户关系管理是业界主推的“一剂良方”。为了厘清认识误区,本文通过对客户关系管理概念内涵和应用条件的深入分析,深刻认识到目前国内旅行社推行客户关系管理存在的不足及其原因,在此基础提出“按需实施”等建议以期为后续引入实施客户关系管理提供参考。
Customer is the source of value for travel agencies. In order to develop and retain customers, the introduction of customer relationship management is the industry’s main push “a recipe.” In order to clarify the misunderstandings, through deep analysis of the connotation and application conditions of the concept of customer relationship management, this paper profoundly understands the shortcomings and reasons of the current domestic travel agencies in implementing customer relationship management. Based on this, this paper puts forward some suggestions With a view to providing follow-up for the implementation of customer relationship management.