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Cooperative Customer Relationship Management (CRM) In Alpine Destinations

Dimension Value
  • Type of the Research Result
  • Implementation
    • Software in Service Systems
  • Current Status of Development
  • Not specified
  • Number of Cases
  • Not Specified
  • Functional Area
  • Supporting Processes
    • Information Management
  • Company Size
  • Medium-sized Organizations (Headcount <250)
  • Small-sized Organizations (Headcount <50)
  • Lifecycle Phase
  • Pre-Utilization
  • Types of Customers of Value Bundles
  • Businesses
  • Industry Sector
  • Hotel and Restaurant Industry
  • Standardization
  • Not Specified

Cooperation in CRM between tourism organizations and service providers requires coordination on strategy, processes and systems. In the current model of collaboration in marketing campaigns, the service providers and the destination management organization determine a common understanding about the strategic objectives and their roles in the destination network. From a process perspective, it is defined in the paper how the involved actors are planning, executing and analyzing marketing campaigns. These processes are supported by an inter-organizational CRM infrastructure, consisting of analytical, operational and collaborative system components.

This research result was described by Sanja Tumbas (28. April 2011 - 22:51)
This research result was last edited by Sanja Tumbas (26. November 2011 - 17:57)

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