酒店应用客户关系管理存在的问题及其解决对策.pdf

2006 年4 月 华 东 经 济 管 理 Apr. , 2006 第20 卷第4 期 East ChinaEconomicManagement Vol.20, No. 4 酒店应用客户关系管理存在的问题及其解决对策 王立新 ( 中国科学技术大学 管理学院, 安徽 合肥 230026) [] 随着我国酒店业的不断发展, 酒店之间的竞争越来越激烈, 在这种情况下, 建立并维持与顾客的良 好关系是酒店成功的基本保证客户关系管理 ( CRM) 为酒店管理带来了生机和活力, 它代表着优质的客 户关系有效的机构组织规范的行业制度以及稳定的经营业绩; 它帮助酒店在竞争中清醒的判断和果断 的行事, 掌握市场的动向 [] 酒店; 顾客关系管理; 问题; 对策 [ ] F407 [ ] A [] 1007 5097 (2006) 04 0081 03 TheProblemsandCountermeasurefor theApplicationof CRMinHotel WANG -i xin ( School of M anagement, US T C, H ef e i 230026, Ch ina) Abstract: Along w ith the unceasing development of hotel industry, the compet ition in thotels is more and more intense. In this situa- tion, the establishment and maintenance of good relationships between the customers and hotel are t he base of the hotels success. As CRM represents high-quality customers relationship, effective organization, canonicaltrade system and steady business performance, it brings the vital force and energy for the hotel management. CRM helps hotel judge soberly, act resolutely and guides the tendency of t he market in the competition. Keywords: hotel; CRM; problems; countermeasure 2004 (CRM) , 2004 , , , 10888 , 1137 , , 117 , , , , , CRM, , 1984 , IvesLear month , (CRLC) , , : CRM20 90 , CRM 25 ~ 85 : 1 , 8 , 1 , ; 1 25 ; 20 90 , 1 15 , , CRM , CRM(CustomerRelationship Management) , , IT , ,