Impact of ICT on the marketing of tourism sector
Customer Relationship Management
The tourism sector is one of the fastest-growing industries in the entire world, and it requires a lot more planning and management. Unlike any other business, the tourism sector is dependent highly on the spread of information that will attract more public. In this regard, the internet can be considered to be the most helpful medium that can be used for the distribution of information. Technology has taken over the entire world and has also become the primary source of all business communication making CRM an active part of ICT. Rahimi et al. (2017), integrating technology with customer relationship management will provide an opportunity to increase revenue and boost the tourism sector as well. The implementation of ICT on Customer relationship management in the tourism sector will help to manage the customers from a single server. Rahimi et al. (2018), mentions E-CRM or CRM software are being widely used by organisations to effectively increase sales and also retain customers. The CRM software will actively cover all aspects of the tourism industry, right from travel operators, agents, hotels along with destination information and services. Where traditional CRM practices focus on just the basic necessities of the tour and travels, CRM software helps to upgrade the entire process. Charoensukmongkol and Sasatanun (2017), states CRM helps to improve customer engagement and management on a whole other level with information technology which helps to facilitate the process of relationship marketing.
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