• Dr. Gunjan Malik

Hospitality Industry is experiencing a robust and progressive growth with an aggressive and rapidly increasing competition. It alone is a multi billion dollar enterprise and the Indian Hospitality Industry is experiencing the rare growth trends. So, in this competitive scenario maintaining strong and long lasting relationships with the customers is the key to success. Hotels these days are adopting many such customer relationship management strategies to create a bond with the customer. In the present study an attempt has been made to study the existing level of CRM in Five star and five star deluxe properties in NCR and it has been found that CRM strategies are being followed in a very positive and robust way in sampled hotels in NCR.

customer relationship management

"Prevalent Level of Customer Relationship Management in Hospitality Industry: A case study of Five star Hotels in NCR.", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.5, Issue 4, page no.12-40, April-2018, Available :http://www.jetir.org/papers/JETIR1804228.pdf

"Prevalent Level of Customer Relationship Management in Hospitality Industry: A case study of Five star Hotels in NCR.", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 4, page no. pp12-40, April-2018, Available at : http://www.jetir.org/papers/JETIR1804228.pdf