Customer Relationship Management in Tourism Sector

Abstract

India is one of the most favorable tourist destinations with rich culture and heritage. The contribution of it is 6.63 percent of GDP, providing 8.89 percent of employment. During the economic slowdown also, tourism sector in India remains a high spending destination for foreign travelers. In the country various offerings and strategies were adopted to strengthen this sector. It may be with various hotels and resorts or attractive tour packages at economy prices. For promoting CRM in tourism new policy was launched to serve customers with add-on benefits. This paper examined the tastes and preferences of tourists of different age groups and their perception towards the facilities offered to them. It also studied the successful strategies of the tour operators and how far they are successful in meeting the customer expectations.