【毕业论文】广东广之旅国际旅行社客户关系管理研究.docVIP

毕业设计（论文） 题目：广东广之旅国际旅行社客户关系管理研究 广东广之旅国际旅行社客户关系管理研究 摘要 随着中国经济的发展以及经济全球化，广州地区的旅游市场竞争越来越激烈，靠违规经营、削价等恶性竞争手段已不能适应旅行社的生存，现在的旅行社正在寻找新的核心竞争力以保持企业的活力，旅行社客户管理理念应运而生，它成为现代旅行社长期发展的动力源泉。本文首先对客户关系管理的相关概念进行了整理和界定，详细的介绍了旅行社客户管理的含义、作用以及影响因素，然后选取广州广之旅国际旅行社作为调查对象，通过实地调研，从客户分类、留住客户策略、与客户沟通情况、客户流失原因和客户关系管理等方面，总结现在旅行社实施客户关系管理存在的问题，最后对广州广之旅国际旅行社客户关系管理提出对策和建议，以达到提高旅行社客户关系管理水平的目的。 关键词：旅行社；客户关系管理；核心竞争力 TRAVEL AGENCY –TAKE TRAVEL AGENCY IN GUANGDONG AS AN EXAMPLE ABSTRACT With the development of China’s economy and economic globalization, the competition in the travel market in Guangzhou is becoming more and more serious，travel agencies can not run anymore by means of unfair competition like irregular operations for illegal benefits and cutting price. Nowadays, travel agencies are looking for their own new core competencies to maintain and enhance its vitality. So was born the conception of customer relationship management and it becomes the power source of modern travel agents’ long-term development.this article firstly defines the relative conception of Customer Relationship Management, detailedly introduces the meaning, the function and the influencing factors of it, secondly, we choose travel agencies in Guangzhou as inspect objects, by means of Questionnaire and spot research, from some aspects like customer categories, keep customers strategies and communication conditions, customer’s run off reasons, etc, ask for help of calculator system to analyze relative data，and finally summarize some questions that nowadays exits in the Customer Relationship Management of the travel agents Finally, this article gives strategies and advices for these existent questions to improve the level of the Customer Relationship Management of the travel agents in Guangzhou. Key Words： travel agency； Customer Relationship Management； core competency 目 录 1 绪论.................................................................1 1.1 选题依据...... ...... ...........................................