旅行社客户关系管理研究.doc

旅行社客户关系管理研究 摘要 由于全球的经济危机，旅行社必须转变观念，抓住互联网时代的机遇，在保持其传统优势的基础上积极开展旅行社客户关系管理。旅行社客户关系管理不仅可以让旅行社提高效率、降低成本、寻求新的利润增长点，而且可以增强企业竞争力，使企业保持持续高速的增长，从容地应对市场竞争。论文首先介绍课题背景，研究意义和研究内容，然后分析旅行社的客户关系管理的现状，从领导态度、组织状况、信息化水平来具体分析，找出问题和不足，然后研究客户关系管理的实施，制定出实施的策略，具体表现在在管理上、软件功能上的实施步骤和流程的基本要求，设计出适合旅行社的客户关系管理系统，并且制定出一整套的客户关系管理计划。 关键词:旅行社;客户关系管理;策略;信息化 Abstract Due to the crisis of global economic, travel agents must change their minds and seize the opportunities of the age of the Internet, while based on maintaining its own traditional strengths , travel agents also have to carry out customer relationship management actively. Customer relationship management of travel agents not only can improve efficiency, reduce costs, the search for new point of profit growth, but also can improve the competitiveness of enterprises, so that the enterprises can maintain a sustained growth of high-speed, and easy to response to the competition of the market. Firstly, the paper introduced the background of the topic, significance of the research and contents of the research, and then analysis the status quo of Customer Relationship Management of the Spring and Autumn Travel, from the attitude of the leadership, organizational status, have a specific analysis to the level of information ,so can find out problems and shortcomings, and then lay down the strategy of customer relationship management ,to develop a strategy for the implementation ,it is Specifically performanced in management, the implementation of software process steps and the basic requirements. Design a system of customer relationship management which is suitable for the Spring and Autumn travel of Anshan ,and develop a set of customer relationship management plan. Keywords:travel agents; customer relationship management;strategy;information technology 目录 摘要 I Abstract II 目录 III 1 绪论 1 1.1 课题背景 1 1.2 研究意义 1 1.3 研究内容 2 2 客户关系管理的概述 3 2.1 客户关系管理定义 3 2.2 客户关系管理发展现状 3 3旅行社客户关系管理现状分析 6 3.1 旅行社概况介绍 6 3.2 旅行社客户关系管理现状 6 3.2.1 领导的态度 6 3.2.2 组织机构设置情况 7 3.2.3旅