客户分类管理在酒店行业中的应用.pdf

摘要:近几年，经济的迅速发展，酒店数量不断增加、客源更加丰富多样化、市场更加广阔多渠道，酒店业面临着日趋激烈的竞争环境和不断攀升的客户期望。要想在竞争中取得优势，除了积极寻求扩大酒店销售、改进服务质量、降低管理成本外还要改善客户关系和提升客户满意度的有效的信息化手段来增加酒店的核心竞争力。

本文详细介绍了关于客户关系管理里面的客户分类、管理的方法，以及在酒店行业中的应用。首先介绍一下关于客户分类的方法，在文中大概提到有两个类型的分类方法，一种是用定性的分类方法进行分类，定性的分类方法是一种宏观的分类方法，在我们没有一个总体的数据情况下，我们就运用到了这一种的分类方法。另外的一种分类方法就是定量的分类方法。这是一种微观的分类方法，是以客户的价值为基础进行分类的，而且会运用到在酒店中获取的数据进行客户分类的分析运用，令大家可以更加具体的了解到这类的分类方法的运用。然后我们具体地说一下在酒店行业中是如何地实施客户的分类管理，从五个行为进行说明。最后我们会具体地在XX酒店中进行一个说明实施。

这篇文章运用到系统化来进行酒店的客户分类管理，而不再只关注到酒店的客户体验。同时我希望通过这一篇文章来为酒店服务行业提供一点小小的意见，可能这样的意见微不足道，但是我也希望能够贡献我小小的力量。

关键词：客户关系管理，客户分类管理，酒店行业

Abstract:In recent years, economic has high development. Hotel populations continue to increase. Customer types are increased. Market has become a large-scale and multi-channel become variable. Hotel industry faces increasingly fierce competition and rising customer expectations. Hotels want to get in the fierce competition advantage. First, the hotel should actively seek to expand the hotel sales. Second, the hotel should improve the quality of service. Third, Hotel shoule reduce management costs. Apart from the above other than those measures also need to improve customer relationships and improve customer satisfaction.

This paper describes the customer relationship management on the inside of customer classification, management, methods and applications in the hotel industry. First of all, tell us about customer segmentation approach. In the article，that talk about the two types of classification. One way is to use qualitative classification method to classify. Qualitative classification method is a macroscopic classification. In the data we do not have a general case, we used to this kind of classification. Another classification is a quantitative classification. This is a micro-classification. This method is based on the value of customers as the basis for classification. And that will be applied to the data obtained in a hotel for the use of customer segmentation analysis. This made it more specific that we can understand the use of such classification. Specifically, in five acts and then we look in the hotel industry is how to implement the customer's classification management. Finally, we will be specifically carried out in a note CJ hotel implemented.

The article would be applied to the systematic management of the hotel's customer classification. The article is no longer a concern to the hotel's customer experience.I hope that through this article to services for the hotel industry a little advice.

Keyword: Customer Relationship Management, Customer classification management,hotel industry