Tourism Customer Relationship Management Strategy

Tourism customer relationship management strategy

At present, most tourism companies still have some common problems that must be solved in the process of establishing customer relationship management models, which are mainly reflected in backward ideas and concepts. The level of informatization is not high, the development of tourism resources is insufficient, and the professional quality of tour guides needs to be improved. I have compiled articles on tourism customer relationship management for you below, I hope it will be helpful to you.

1. Problems with the customer relationship management model of tourism enterprises

(1) Outdated ideas

Customer relationships are a set of Advanced management ideas and technical means are the effective integration of human resources, business management and professional technology. Tourism companies should be aware of the importance of customer relationships and understand the detailed information needed by customers. However, most tourism companies do not provide detailed information to customers. The main reason is that tourism companies have relatively backward ideas and do not realize the importance of customer relationships and believe that there is no need to provide customers with detailed information.

(2) The level of informatization is not high

In today’s information age, tourism companies can completely use computer technology to build customer relationship networks and establish professional tourism websites. Promote tourist landscape information online, introduce tourist routes and relevant information on ticket booking, room booking and car rental, and explain in detail the arrangements for the tourism service industry, and develop an online virtual reality tourism model. However, the informatization level of many tourism companies is not high, and tourism websites have little introduction to scenic spots, making it difficult to fully share tourism information resources.

(3) Insufficient development of tourism resources

China has abundant tourism resources, but tourism companies have not fully developed tourism resources when establishing customer relationship management models, which is not conducive to improving tourism. Economic benefits. For example, Changbai Mountain not only has natural tourism resources, but also rich cultural tourism resources. The natural tourism resources of Changbai Mountain are reflected in the four aspects of land surface, water body, biology and climate. Analyzing from the surface, Changbai Mountain is a famous mountain in Guandong with a long history and beautiful environment. There are 16 towering peaks standing in the sky, with various peaks competing in various poses. From the perspective of water bodies, Changbai Mountain has the beautiful Tianchi, cascading waterfalls, dotted hot springs, the elegant Yinhuan Lake and the round pool where fairies descend to earth to bathe. From the perspective of biological species, Changbai Mountain has many precious plant resources and rare birds and animals. From the perspective of natural climate, the landscape of Changbai Mountain changes throughout the year from spring to summer to autumn to winter, and is constantly renovated, each with its own characteristics. Weather phenomena such as fog, rime and sea of ??clouds are special tourism resources. The cultural tourism resources of Changbai Mountain mainly include culture, entertainment and sports, and scenic spots. However, tourism enterprises have not done enough to develop the tourism resources of Changbai Mountain. They have only completed the preliminary development and construction of the scenic area. The level of development is low. Tourist participatory tourism projects are basically blank. High-grade tourism resources have only been developed for sightseeing tourism. products, seriously affecting the taste and quality of Changbai Mountain tourism products.

(4) The professional quality of tour guides needs to be improved

Tourism is a high-quality service industry, and the role of tour guides in customer relationship management of tourism enterprises cannot be ignored. However, many tour guides The professional quality is not high, and the tour guides themselves lack sufficient understanding of the tourism culture and service industry. Some tour guides only regard their work as a means of making money, and their service awareness and attitude are poor, which seriously affects the quality of customer relationships and the image of tourism companies.

2. Thoughts on Customer Relationship Management of Tourism Enterprises

(1) Transforming the Business Model

Tourism enterprises should be aware of the impact of customer relationship management on modern tourism. It is of great significance that it is necessary to change the business management model, organize resources according to the needs of customers, and develop emerging service industries related to tourism.

(2) Improve the level of information technology and understand the information needed by tourists

Tourism enterprises must continuously improve the level of information technology, establish professional tourism websites, and constantly improve their information Structure and comprehensively understand the information resources needed by tourists to achieve maximum sharing of tourism information resources.

(3) Vigorously develop tourism resources

Tourism enterprises should strengthen the development of tourism resources, not only promote the sightseeing value of tourist attractions, but also fully tap the cultural connotation of tourism products , Give full play to the cultural, entertainment and educational functions of tourist attractions.

(4) Improve the professional quality of tour guides

Tourism enterprises must continuously improve the professional quality of tour guides and increase the professional training of tour guides. An excellent tour guide must have humorous explanation skills , team control ability, good psychological quality and unique style.

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