E-CRM IN THE TOURISM SECTOR

Abstract

E-tourism offers the potential to make information and booking facilities available to large numbers of consumers at relatively low cost. It enables the tourism sector to make large-scale savings on the production and distribution of print and other traditional activities such as call centers and information centers. It also provides a tool for communication and relationship development with the end-consumers as well as tourism suppliers and market intermediaries. E-CRM and ICTs adoption is the key to the e-tourism growth. Considering the fierce market competition it is a competitive advantage and it must be seen as a new business model which enhances a customer centric culture within destination organization. In this paper I will focus on the issues related to e-CRM and ICTs and their adoption and implementation in e-tourism.