AN EFFICIENT METHOD TO IDENTIFY CUSTOMER VALUE IN TOURIST HOTEL MANAGEMENT

Changqiu Li

Abstract

Fierce market competition forces tourist enterprise to put more and more attention on the demands of the customer. Customer relationship management (CRM) becomes increasingly important in tourist industry. Identify valuable customers and cultivate these valuable customers is the two basic tasks of CRM. So it has significant meaning for manager to indentify the value of customers. In this paper, we introduce a more convenient statistical method based on RFM (Recency, Frequency, Monetary value) analysis (Xiaoyu Zhao, 2005) to the customer value identification in tourist hotel. We study how to use this method in the management of a tourist hotel. The convenience and importance of this method are demonstrated through comprehensive analysis.

References

  1. Xiaoyu Zhao, Xiaoyuan Huang, Fuquan Sun, 2005. An Optimization Model for Promotion Mix Strategy Based on RFM Analysis [J]. Chinese Journal of Management Science.
  2. Qingliang Meng, Yuqi Han, Xiaojun Chen, 2005. Study of Customer Value and Its Impacts on CRM Performance. China: Operations Research and Management Science. (in Chinese)
  3. Xuhui Yan, 2009. The Methodology of Identifying and Choosing Customer Values [J]. Management and Service Science.
  4. Xiaoyu Zhao, Xiaoyuan Huang, 2009. Method Based on Data Mining to Forecast Customers' Value [J]. Journal of Northeastern University (Natural Science).
  5. Xin Zan, Dongliang Zhu, 2008. Research on Customer Relation Value based on Fuzzy Comprehensive Evaluation [J]. Shanghai Management Science.
  6. Xiaoyu Zhao, Xiaoyuan Huang,Fuquan Sun, 2005. An Optimization Model for Promotion Mix Strategy Based on RFM Analysis [J]. Chinese Journal of Management Science.
  7. Jinyao Luo, Peiji Shao, Bin Luo, 2009. Research on customer management in EMS Based on RFM[A]. 2009 International Conference on Information Technology and Computer Science.
  8. Philip Kotler, 2002. Marketing Management: Millennium Edition (10th Edition), [M]. Published by Prentice Hall.
  9. Mingliang Chen, 2006. Research on Frame of CRM Basic Theory System [J]. Journal Of Industrial Engineering and Engineering management.
  10. Bult J. R., Wansbeek T J, 1995. Optimal selection for direct mail [J].Marketing Science.
Download


Paper Citation


in Harvard Style

Li C. (2011). AN EFFICIENT METHOD TO IDENTIFY CUSTOMER VALUE IN TOURIST HOTEL MANAGEMENT . In Proceedings of the 13th International Conference on Enterprise Information Systems - Volume 3: ICEIS, ISBN 978-989-8425-55-3, pages 165-169. DOI: 10.5220/0003441301650169


in Bibtex Style

@conference{iceis11,
author={Changqiu Li},
title={AN EFFICIENT METHOD TO IDENTIFY CUSTOMER VALUE IN TOURIST HOTEL MANAGEMENT},
booktitle={Proceedings of the 13th International Conference on Enterprise Information Systems - Volume 3: ICEIS,},
year={2011},
pages={165-169},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0003441301650169},
isbn={978-989-8425-55-3},
}


in EndNote Style

TY - CONF
JO - Proceedings of the 13th International Conference on Enterprise Information Systems - Volume 3: ICEIS,
TI - AN EFFICIENT METHOD TO IDENTIFY CUSTOMER VALUE IN TOURIST HOTEL MANAGEMENT
SN - 978-989-8425-55-3
AU - Li C.
PY - 2011
SP - 165
EP - 169
DO - 10.5220/0003441301650169