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Title: The Study of Building Customer Evaluation Model in Hotel CRM
Source: International Conference on Engineering and Business Management 2012(Part 3 Engineering and Project Management) (pp 2121-2124)
Author(s): Ling Li, College of Business Administration Liaoning Technical University, Huludao, China, 125105
Shan Tian, College of Business Administration Liaoning Technical University, Huludao, China, 125105
Abstract: Along with the development of information system, hotel Customer Relationship Management has become more and more important. Based on this point, this paper has built a level evaluation model between hotel and customer by using AHP. This model can be used to select the most valuable customer in hotel, which provides the hotel Customer Relationship Management with quantitative data. In the end I select a five- star hotel to validate the model.
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