The need for CRM is paramount in the travel and tourism industry. The book discusses CRM techniques used in the airline and hotel industry and related areas in order to attract and retain customers and drive profitability. The role of IT is examined and the experiences of Walt Disney, Southwest Airlines, JetBlue and Marriott International are showcased.
ABOUT THE AUTHOR V.V. Gopal
V.V. Gopal (b.1962) is a commerce graduate and holds a Post Graduate Diploma in Management from IMT, Ghaziabad, with specialization in Finance and Marketing. His career spans over 15 years in the areas of business development, marketing of financial products and identifying and developing new markets at ITC and Karvy Consultants. He was also associated with GITAM (Visakhapatnam) as a visiting faculty for over two years. His special areas of interest include finance, business strategy and general management. Presently, he is a Faculty Member with ICFAI Books, an affiliate of the ICFAI University Press.
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