在线旅游产品的客户关系管理—以携程网为例摘要
互联网爆炸式的发展使得传统的经济产业大部分的向电子商务这一方向转化，其中也不可避免的波及到了旅游业。随着旅游市场和消费者需求的变化，在线旅游作为一种新兴的旅游形式应运而生。携程网的出现迅速的填补了国内在线旅游市场的缺失，将旅游市场分割为线上和线下界限分明的两部分。随后几年先后有艺龙网，去哪儿网，驴妈妈，酷讯网等经营在线旅游服务的网站加入在线旅游的市场，而携程依然占据了将近50%的线上旅游市场，究其原因，携程网的精细服务起到了很大的作用。
本文，将通过对携程网线上旅游发展模式的分析，剖析携程网的核心竞争力，并重点关注携程的客户关系管理在企业的发展和经营中起到的重要作用，提出在携程客户关系管理系统中尚未解决的一些问题并提出相应的解决方案。
关键词：在线旅游；客户关系管理；消费者满意度
Abstract
The explosive development of Internet makes the traditional economic industry most change towards to the direction of electronic commerce, which inevitably affected the tourism industry. Along with the tourism market and the changing needs of consumers, online tourism as an emerging tourist forms emerge as the times require. The Ctrip quickly fill the lack of domestic online travel market and tourism market segmentation by two distinct boundaries online and offline. Subsequent years ,ELong, Qunar and many other new online travel business operators joined into online travel market, and Ctrip is still accounted for nearly 50 percent of the online travel market.
This article will analyze Ctrip online tourism development success stories, analysis of the core competitiveness of Ctrip, and focus on the important role played by the Ctrip's customer relationship management in business development and operations ,proposed in Ctrip customer relationship unresolved problems in the management system and the corresponding solutions.
Key words: Online travel Customer; Relationship Managemen; Consumer satisfaction
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