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  At the time of Customer-oriented, the emergence of the Internet has changed the traditional business model of travel agency, long-term and stable customer relationship is even more significant in training and enhancement of the Travel Agency’s core competitive advantage. First of all, this paper sort out, defined and analyzed the concept of customer relationship management, based on the analysis of the impact of customer relationship management and support of travel agencies implement customer relationship management,50 travel agencies selected in Urumqi for the study through a questionnaire survey research, from the aspects of travel agents in the management of current customer relationships, customer retention strategies, communication with clients and the reasons for the loss of room for improvement in customer relationship management, through a questionnaire survey with EXCEL software analysis, then from the website content, website promotion, self-service functions and website development for travel agencies in Urumqi for the construction of the site investigation and analysis of existing problems, based on the above analysis, make summary of challenges our travel agency customer relationship management implementation exist.

  本文首先对客户关系管理的相关概念进行了整理和界定,分析影响客户关系管理实施的因素和旅行社实施客户关系管理的基础支撑,然后选取乌鲁木齐50家旅行社作为调查对象,通过问卷调查实地调研,从管理客户关系、留住客户策略、与客户沟通情况、客户流失原因和客户关系管理改进空间等方面,借助Excel对调查数据进行分析,然后从网站内容、网站推广、服务功能和网站自主开发方面对乌鲁木齐旅行社的网站建设情况进行调查以分析旅游电子商务现状,在以上分析的基础上总结我国旅行社实施客户关系管理存在难题。

  参考来源 - 旅行社客户关系管理分析

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