The Study On Business Tourism Customer Relationship Management Of Travel Agency

Business tourism has become one of the fastest growing forms of tourism for its highly profitable business at home and abroad in recent years. At the beginning of the new century, international business tourism market continues to grow. In China, business tourism market was showing a trend of rapid development as well. Boost in China's foreign relations and business activities and the Promotion by Beijing Olympic Games and Shanghai World Expo make China increasingly important business tourism market. However, the degradation trend on travel environmental has not been effectively curbed due to product duplication and lowing-price competition in China's travel agency. So explore business tourism will be the effective ways to eliminate its predicament. While various types of customer of business tourism market need higher quality on the tourism products and service efficiency make Chinese travel agencies difficult to get the target under the guidance of the "product-centric" theory. China's travel agency need the support of "customer-centric" theory and technology urgently, Customer Relationship Management is this kind of new type of management philosophy focusing on the customers needs and to provide customers personalized service and the use of information technology. Under this commercial background and the support of the theory of CRM, the paper starts the research on China's travel agency business tourism customer relationship management research.The basis question of Travel Agency Business Tourism Customer Relationship Management is identity business customer using the method of Customer Value Analysis, which is composed of group business tourism analysis and single business tourism analysis. China's travel agencies should focus on develop commercial customer and official customer for the nature of high in population, frequency and cost accord the result of group business tourism analysis. The target of single business tourism analysis is to find the most valuable business tourism customer, that is type I and II in the customer value matrix. The end of travel agency implement business tourism CRM is find the potential customer, build the new customer, develop the regular customer, cultivate customer. Travel agency need to determine to use what kind of model of business tourism service which is composed by agency, outsourcing, project management and co-operation service model according to economical environment and travel agency conditions. With the popular of appliance of information technologies used by enterprise management In new economical times, travel agency business tourism CRM can apply modern technologies to develop their own business CRMS. Travel agencies of Shandong Province should focus on commercial customer and official business customer from South Korea and the City Group in Shandong Peninsula. Furthermore Festival&events business customers of Qingdao 2008 Olympic sailing competition must be emphasized by the travel agencies of Shandong Province.