南宁市维也纳酒店客户关系管理问题及对策研究分析 酒店管理专业

摘要客户关系管理是酒店服务业提升服务质量和增强竞争能力的重要手段。本文以南宁市维也纳酒店大学东路店为例，在企业客户关系管理理论的基础上，对维也纳酒店客户关系管理现状进行了研究和分析。本文采用数据采集和文献分析的方法，分析该酒店在客户关系管理上存在的问题，提出了适合维也纳酒店客户关系管理的战略建议和实施方案，希望对酒店行业的客户关系管理有所帮助。关键词:维也纳酒店；客户分类；维护管理；价值管理；客户关系管理AbstractCustomer relationship management (CRM) is an important means to improve service quality and enhance competitiveness in hotel service industry. Taking Dongludian of Nanning Vienna University as an example, this paper studies and analyses the current situation of customer relationship management in Vienna Hotels Based on the theory of enterprise customer relationship management. In this paper, data collection and literature analysis are used to analyze the existing problems in customer relationship management of the hotel. Strategic suggestions and implementation schemes suitable for Vienna hotel customer relationship management are put forward, hoping to be helpful to customer relationship management of the hotel industry.Keywords: Vienna hotel; customer classification; maintenance management; value management; customer relationship management目 录摘要..........................................................................................................................II一、引言........................................................................................................................2（一）研究背景.....................................................................................................2（二）研究意义.....................................................................................................2（三）研究方法.....................................................................................................3二、相...