Journal of Tourism & Hospitality
Open Access
ISSN: 2167-0269
+44 1300 500008
ISSN: 2167-0269
+44 1300 500008
Van Ha Nguyen and Thanh Ly Luu
Customer Relationship Management is known as an effective method which helps administrations solve many problems customers may have. Customer Relationship Management is a global way for businesses to set up, maintain, and extend their customer network. Nowadays, every business which wants to survive and develop needs to improve its customer relationship management department.
Researchers have shown that in every decision-making process the most important factors concerning customers are the following: price, promotions, processing speed and response time, and these are among the key factors which are going to be covered in this article.
In the hospitality sector, especially for hotel business in the old city center of Hanoi, 90% of visitors are foreigners and mainly through online (OTA) sources. About the booking process for foreign visitors when traveling to Hanoi was presented in the study of Dr. Nguyen Van Ha “The power of online marketing for hospitality in Vietnam in globalization context” showed that before booking a room, they were able to find out the hotel by reading reviews of customers who had experienced the hotel through the channels such as tripadvisor, booking.com .... The Old Quarter hotel is primarily concerned with customer reviews, customer service aimed at keeping customers happy and satisfy about the hotel. And these good reviews are the most effective way to help hotels boost sales, boost hotel branding, and promote the image of the hotel.
This research has a scope of surveys which were done in Hanoi, Vietnam. Nevertheless, it serves as the grounds for all travel agencies and hotels doing business in Hanoi to re-examine their online marketing activities and consider the findings of this paper as reference for further research.