Customer Relationship Management Strategies by 3 and 5 Star Hotels (In Special Reference to Delhi City)

Abstract

The key to success therefore lay in knowing potential customers better, and in bringing out products and services tailored to specific customer requirements. To achieve this Hotel Industry decided to go in for an enterprise-wide deployment of an e-CRM suite even before it launched Indian operations. With the recent technology boom in India, many companies are finding themselves with wider customer bases and a greater need for high quality service, both internally and externally. Many of those companies are turning to Customer Relationship Management (CRM) in order to gain a competitive edge. This study is conducted to study the adoption of Customer Relationship Management strategies by Three & Five Star Hotel Companies to build customer rapport, long term relationship and ultimately to increase their business.