CRM Concepts & Practices in Hotel and Tourism Operations - Pradhan, Bibhuti Bhushan; Mohanty, Sasmita; Mohanty, Ashish
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The hospitality and tourism industries have witnessed unprecedented growth and competition in recent years as customers become increasingly discerning and tech-savvy, hotels, travel companies and tourism boards must adapt to meet their evolving needs and expectations. Customer Relationship Management (CRM) has emerged as a critical strategy for hospitality and tourism businesses to build loyalty, drive revenue, and gain a competitive edge. This book aims to provide a comprehensive understanding of CRM principles and their application in the hospitality and tourism industries. Written for…mehr

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Produktbeschreibung
The hospitality and tourism industries have witnessed unprecedented growth and competition in recent years as customers become increasingly discerning and tech-savvy, hotels, travel companies and tourism boards must adapt to meet their evolving needs and expectations. Customer Relationship Management (CRM) has emerged as a critical strategy for hospitality and tourism businesses to build loyalty, drive revenue, and gain a competitive edge. This book aims to provide a comprehensive understanding of CRM principles and their application in the hospitality and tourism industries. Written for students, practitioners, and managers, this book explores the latest CRM concepts, technologies, and best practices, with a focus on hotel and tourism operations. Through a combination of theoretical foundations, real-world industry examples, this book will equip readers with the knowledge and skills necessary to design, implement, and evaluate effective CRM strategies in hospitality and tourism settings. Whether you are a hospitality or tourism professional, educator, or student, this book will serve as a valuable resource for understanding the role of CRM in driving business success in these dynamic industries.
Autorenporträt
Prof. (Dr.) Bibhuti Bhushan Pradhan is presently the Pro-Vice Chancellor-cum-Registrar, Siksha O Anusandhan University. He has more than forty-two years' experience in research and teaching in Strategic Management, Finance and Accounting. He has served as Dean(R&D), Principal at School of Hotel Management and Institute of Business & Computer Studies, Siksha O Anusandhan. Prior to this, Prof. Pradhan was the Associate Professor and Head of Department of Commerce, Manipur University, Imphal and Lecturer, North-Eastern Hill University, Shillong. He has published five books and more than one hundred referred papers in SCOPUS and WEB of Science listed journals, besides organizing more than fifteen international and national conferences, seminars and workshops and participating more than thereof. He has awarded PhD to seventeen research scholars and is a member of professional bodies like, International Engineering and Technology Institute; Hong Kong, Indian Accounting Association; IAA Research Foundation, Kolkata; Indian Commerce Association; Indian Institute of Public Administration, New Delhi; Indian Association for Educational Technology, New Delhi; Research Development Association, Jaipur, World Researchers Associations, Indore.