Customer Service Management for Tourism and Hospitality

Customer Service Management for tourism and
Hospitality
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Table of Contents
Introduction......................................................................................................................................4
Task One..........................................................................................................................................5
Task two.........................................................................................................................................11
Conclusion.....................................................................................................................................16
Bibliography..................................................................................................................................17
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Executive summary
The study will be based on the topic and the understanding of the CRM (Customer relationship
management) in helping the travel and tourism sectors to develop in a strategic way. The
explanation and the usage of the Gartner CRM model will be applied to a specific organisation
and the near about development of the company by the application of the tool. The CRM Model
is used in the customer retention which will be elaborated in the study for better understanding of
the CRM Application.
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Introduction
The business organisation is the one which depends on the customer feedbacks and reviews to
make further development in their operational activities which is promoted by usage of CRM.
The main motive of any business organisation’s operating system is to cater to the demands and
wishes of the customer (Buttle and Maklan, 2015). The customer feedbacks and reviews are later
considered by numerous organisations to further develop their products and services. To relate to
the concepts of the customer satisfaction the Customer Relationship Management (CRM) Model
is being used. Therefore, in this study the customer relationship management model of Gartner
which is a synchronised and systematic process .This is used to analyse the factors to cater to the
customer relationship and their management The CRM Model is used in relation to the operating
of the travel and tourism industries which mainly deals with service to customers. The second
part will be related to the functioning of Hoxton in understanding and maintaining customer
relationship management (CRM).
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