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服务不规范、质量无保证、信息技术低已成为阻碍中国旅行社业发展的主要问题,而客户关系管理(CRM)恰恰是解决这些问题的最有力手段。旅行社企业应该充分认识到实施CRM对企业发展的积极作用,提升企业CRM管理理念与企业文化,构建CRM组织体系与制度标准,明确CRM的具体内容,完善CRM系统设计,加强旅行社员工的培训与激励。
Non-standard services, non-guaranteed quality and low information technology have become major obstacles to the development of China’s travel industry. Customer relationship management (CRM) is precisely the most powerful solution to these problems. Travel agencies should fully realize the active role of CRM in the development of enterprises, enhance their CRM management concepts and corporate culture, build CRM organizational system and system standards, clarify the specific content of CRM, improve the CRM system design and enhance the training and motivation of travel staff .