Scholarly record
IT SYSTEMS IN CRM AND E - CRM USING IN HOTELS INDUSTRY
Abstract
Every business subject strives to achieve the highest possible prosperity and profitability of its business in connection with the fulfillment of its business mission and achievement of the set strategic goals. Successful sales of products and services to customers are a prerequisite for achieving the set goals. Customers are one of the key to future business development, so it is very important for enterprises to pay attention to customer relationship management. Customer Relationship Management is a process of interaction between a business and its customers that aims to meet customers needs and build a long-term partnership. This partnership will bring prosperity and profit to both parties. At the same time, it serves as input for analyzing customer buying behavior. Customer Relationship Management has evolved directly from relationship marketing. Customer Relationship Management has many similarities with it. In contrast to relationship marketing, Customer Relationship Management is confined to customers relationship development and can also be seen as an integrated part of relationship marketing. Effective processing of customer information cannot function properly without well-designed information systems. These are mainly in electronic form at present. In particular, the information system contains various software programs, providing work with information databases in today's understanding. Basic components of modern CRM systems include Data Warehouse, Online Analytical Processing (OLAP), Data Mining and Web Mining. CRM has been used in the hotel industry today. The main aim of the study is to recognize the status of CRM implementation in selected Slovak hotels, to find out about this marketing tool and the extent of using this strategic concept in hotels.
Publication Impact Profile
- Captures
- Mendeley - Readers: 3
Publication details
References13
Chlebovský V., CRM – Řízení vztahů se zákazníky, Brno, Computer Press, p 186, 2005.
Dittrich M., Customer Relationship Management (CRM) – Grundlagen, Systeme und Anwendungsgebiete, Mníchov, GRIN Verlag, p 26, 2005.
Eggert A., eCRM – Electronic Customer Relationship Management: Management der Kundenbeziehungen im Internet Zeitalter, Stuttgart, Schäffer – Poeschel, p 375, 2001.
Gallo P., Matusikova D., Gallo P., Dzurov Vargová Tünde., Tourism development potential in context of modern managerial methods, In Management 2018: management and the world in motion, challenges, opportunities and threat, Prešov, Bookman, pp 509 – 514, 2018.
Gburová J., Fedorko R., Possibilities of using the selected communication mix tools in the field of services [electronic]. In Vision 2020: sustainable economic development and application of innovation management from regional expansion to global growth [electronic], Norristown, International business information management association, 2018, pp 5279-5285;
Gúčik M., Gajdošík T., Lencsésová Z., Kvalita a spokojnosť zákazníka v cestovnom ruchu, Bratislava, Wolters Kluwer, p 208, 2016.
Křížek F., Neufus J., Moderní hotelový management, Praha, Grada Publishing, p 200, 2011.
Lehtinen J., Aktivní CRM – Řízení vztahů se zákazníky, Praha, Grada Publishing, p 160, 2007.
Nietz M., Design for Six Sigma und der Einfluss von CRM auf die Modellierung von Geschäftsprozessen, Mníchov, GRIN Verlag, p 74, 2007.
Šenková A., Application of the Cooperative Management in Slovak Tourism Industry, In Management 2012: Research in Management and Business in the Light of Practical Needs, Prešov, Bookman s.r.o., 2012, pp 440 – 445;
Schmitz T., IT – Systeme für Customer Relationship Management, Mníchov, GRIN Verlag, 2006.
Schnauffer R., Jung H. H., CRM – Entscheidungen richtig treffen – Die unternehmensindividuelle Ausgestaltung der Anbieter – Kunden – Beziehungen. Berlin, Springer Verlag, p 172, 2004.
Sulastini S., Fedorko, I., Bačík, R., Fedorko, R., An analysis of online consumer shopping behaviour [electronic], In Polish Journal of Management Studies [print]. Vol. 18, issue 2, 2018, pp 338-349;
View or Download full articleAccess options
SWS access login
Login as SWS Scientific CommitteeLogin as SWS Scientific PartnerLogin as SWS AuthorAuthors and approved SWS contributors will read and export their own linked papers after identity matching by SWS profile, email and SGEM GlobalID.
For librarian assistance: [email protected]
Purchase Instant Access
- Article can be downloaded after successful payment.
- Article may be used according to SWS library access terms.
- Article cannot be redistributed.
