Customer Relationship Management (CRM) in Hotel Industry – Effectiveness of Critical Success Factors

Abstract

The paper aims to identify the crucial elements that make customer relationship management (CRM) implementation in hotels successful. Several variables that can be applied to sustain client relationships were identified based on recent literature. These crucial success elements can be combined to create the CRM implementation model, which leads to the expansion of the hotel business and better customer connections with hotel management. The author made an effort to make essential variables for the hotel sector while implementing customer relationship management.  The hotel industry has swiftly embraced CRM to improve business and consumer relationships and boost revenue. The impact of customer relationships on business performance is significant in the high-contact services industry. In this study, it was discovered that relationships are positively impacted by customer relationship management.