Theory: CRM

Resources  

https://www.forbes.com/sites/forbesagencycouncil/2020/01/29/the-value-of-investing-in-loyal-customers/?sh=359a70d421f6 

https://cdn2.hubspot.net/hubfs/352767/Loyalty%20Report%202018%20Files/Bond_TheLoyaltyReport%202018%20US_Exec%20Summary.pdf 

https://smashballoon.com/social-media-marketing-statistics/ 

https://www.yumyumvideos.com/15-foolproof-strategies-to-attract-more-customers-to-your-business/ 

https://blog.hubspot.com/agency/how-online-word-of-mouth-marketing-is-changing 

https://www.insiderintelligence.com/insights/influencer-marketing-report/ 

https://www.nosto.com/blog/report-consumer-marketing-perspectives-on-content-in-the-digital-age/ 

Articles  

https://www.benchmarkone.com/blog/articles-on-crms/ 

https://www.superoffice.com/blog/what-is-crm/ 

Videos 

What is CRM ? 

https://www.youtube.com/watch?v=ndPabqQ4osk 

How CRM was implemented in  a hotel chain  

https://www.youtube.com/watch?v=s6jqxr7LfDE 

(please note that this video promotes a specific  brand , we are in no way affiliated to) 

Case Studies 

Customer Relationship Management- A Case Study of Four Star Hotels in London” Uday Gurung* & Dr. Vipin Nadda 

https://journals.lpu.in/thrr/pdf/Customer%20Relationship%20Management%20%E2%80%9CA%20Case%20Study%20of%20Four%20Star%20Hotels%20in%20London%E2%80%9D.pdf 

 CASE STUDY OF HOTEL TAJ IN THE CONTEXT OF CRM AND CUSTOMER RETENTION 

https://www.arabianjbmr.com/pdfs/KD_VOL_4_7/1.pdf 

Impact of Customer Relationship Management on Tourist Satisfaction, Loyalty, and Retention: Saint Martin’s Island 

https://www.researchgate.net/publication/352006250_Impact_of_Customer_Relationship_Management_on_Tourist_Satisfaction_Loyalty_and_Retention_Saint_Martin's_Island/link/60b52be9299bf106f6ed95d1/download