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Customer Relationship Management (CRM) in HOTEL

Customer Relationship Management (CRM) in HOTEL

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Published by Pritam Jena

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Published by: Pritam Jena on May 14, 2011
Copyright:Attribution Non-commercial

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12/30/2013

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CustomerCustomerRelationshipRelationshipManagementManagement(CRM(CRM) IN HOTEL) IN HOTELINDUSTRYINDUSTRY
 
W
hat is Customer Relationship Management(CRM)?
‡
CRM entails all aspects of interaction a company has with its customer,whether it is sales or service related. It even uses technology to streamlineprocesses that impact customer loyalty, service delivery and qualitymanagement.
‡
Customer is the most important person for a business. He is not aninterruption to our work but the purpose of it. He is not an outsider; he is a part of it. We are not doing him a favour; he is doing us a favourby givingus an opportunity to serve him. (By Mahatma Gandhi)
 
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G
enerally speaking, the five needs of customers are:-(a) Service(b) Price(c) Quality(d) Action and(e) Appreciation

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