Sekulovska, Mirjana (2018) IMPLEMENTATION OF CRM SOLUTIONS IN TOURSM. HOTELPLAN 2018, BOOK OF PROCEEDINGS, ISB 978-86-60060-09-1 Publisher: The College of Hotel Management, Belgrade, Serbia.

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CRM (Customer Relationship Management) technology solutions are becoming a big challenge for business companies in all areas. In an effort to retain customers and expand business operations, businesses implemented CRM solutions. This is especially true when it comes to meeting individual needs in the service industry, especially in tourism. This is so because today the importance of proper implementation of CRM solutions in attracting and retaining customers can not be denied. CRM have a direct effect on the efficient operation of businesses and on generating of their gains.
CRM as a concept through the application of IT solutions is experiencing growth in e-business in tourism. The main goal is to increase profits and optimize costs by improving customer satisfaction through the interaction of each communication with the client. This can be achieved by better understanding of customers needs and offering a favorable tourist service, based on the system analysis of the tourist needs of clients as such.
Key words: Customer Relationship Management (CRM), tourism, hotel management, customer relationship, ICT solutions.

Item Type: Article
Subjects: Scientific Fields (Frascati) > Natural sciences > Computer and information sciences
Divisions: Faculty of Tourism and Hospitality
Depositing User: Mr Bojan Sekulovski
Date Deposited: 14 Nov 2018 14:48
Last Modified: 13 May 2019 08:48

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