The Research On Customer Relationship Management Of Changsha Shanhe Travel Service Corporation

Along with the global economic integration, our travel agencies are facing a huge challenge in the new environment. Firstly, the choice of tourists is more than before, which include not only selecting the type of tourism products, payment methods and buying channels, but also conversing the products at lower cost between different tourism enterprises and lower loyalty tourists; Secondly, the homogeneity of the tourism products is so high that travel agents often deal with the fierce market competition through the price war. But the low price is real attractive to trading customers who can bring about the very low profit for the travel agency.Based on the current "low cost, low profit" phenomenon, how to win and keep customers and how to maximize the value of customer resources is one of the issues to be resolved. Customer relationship management will undoubtedly provide an effective way to solute this problemThis paper uses the theoritcal and practical research methods. First, introducing the theory of customer relationship management; then analyzing the current situation of customer relationship management of the Shanhe Trvel Agency, finging its problems and propose corresponding solutions for these problems; Finally, based on the characteristics of, designing the solutions of customer relationship management for the Shanhe Trvel Agency.The results of the study indicate that:Shanhe Travel Agency customer relationship management mainly exist the following problems:the customer relationship management concepts backward, customer relationship management system lacking, the human resources management lags behind, product crisis seriously, customer after-sales service is not sound. And from the market competition, customer requirements, travel service benefit, travel agency’s products quality four aspects this paper analyses the necessity of its customer relationship management for Changsha Shanhe Travel Agency. Thus putting forward the solution measures as follows:changing the concept, accelerating network informationization, strengthening customer information management, strengthening human resources management, enhancing brand competition consciousness, etc. Finally, the paper puts forward the supporting measure of customer relationship management and combines the successful cases to evaluate the effect.Generally speaking, this article studies and the analyzies theoretical basis and practical fundations of the customer relationship managemen from the angle of economic management combining the characteristics of the, discoves the problems which the Changsha Shanhe Travel Agency customer relationship existw in the management and puts forward the corresponding solutions. Meanwhile, designing the suitable customer relationship management plan.