Prethodno priopćenje

CUSTOMER RELATIONSHIP MANAGEMENT IN HOTEL INDUSTRY

Kristijan Mihajlinović ; ETO d.o.o., Opatija,Hrvatska

Sažetak

The changes, challenges and competition in the world market are bringing us back to traditional fundamentals of business and daily remind us that each business is based on customers. Age of products is behind us. A permanent change in the trend of globalization, many innovations are unstoppable and merciless. Today clients decision on buying is decisions which companies will survive, and which do not. That is why the struggle for each individual client and his loyalty become so important. The only company that observes and fulfills the wishes and needs of each individual client can survive in the market of today and tomorrow. A solution that is imposed is a quality system Customer Relationship Management - CRM. CRM is an old business concept that is becoming topical again today thanks to the technology that it enables and supports. In this sense, customer relationship management, has become one of the fundamental social and individual values that can foster, develop and affirm. It must become a way of thinking and living. Companies of the future must be based on knowledge, competence and personal characteristics and skills of managers that will create a positive business climate within the company and in its environment, and to encourage co-workers and business associates on creativity, innovation and teamwork.

Ključne riječi

upravljanje odnosom s klijentima; klijent; gost; zadovoljstvo; lojalnost; hotelijerstvo; prednosti; upravljanje

Hrčak ID:

149021

URI

https://hrcak.srce.hr/149021

Datum izdavanja:

15.10.2015.

Podaci na drugim jezicima: hrvatski

Posjeta: 6.066 *