• M.Maheswari
• Dr. S.Sudalaiyandi

CRM is an enterprise-wide mindset, mantra, and set of process and policies that are designed to acquire, retain and service customer. CRM is not a technology, though technology is a CRM enabler. It is also a customer-focused business strategy which aims to increase customer satisfaction and customer loyalty by providing a more responsive and customized service to each customer. Many companies intend to build stronger relationship with their customers called customer relationship management. A customer touch point is any occasion on which a customer encounters the brand and product from actual experience to personal or mass communications to casual observation. Companies then provide excellent real-time customer service by using and managing customers’ individual account information effective. For example, companies can provide customize market offerings, services, programs, messages, and media based on what they know about each valued customer. CRM is important for a company because the aggregate value of the company’s customer base is a major driver of company profitability. In this paper, the main purpose was to study role of CRM in tourism sector in Tirunelveli district.

CRM (Customer Relationship Management), service marketing mix, service quality, customer satisfaction, customer retention and Tourism industry.

"CUSTOMER RELATIONSHIP MANAGEMENT IN TOURISM SECTOR FOR DEVELOPING SERVICES (with reference to Tirunelveli district)", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 6, page no.674-683, June 2019, Available :http://www.jetir.org/papers/JETIR1907Q03.pdf

"CUSTOMER RELATIONSHIP MANAGEMENT IN TOURISM SECTOR FOR DEVELOPING SERVICES (with reference to Tirunelveli district)", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 6, page no. pp674-683, June 2019, Available at : http://www.jetir.org/papers/JETIR1907Q03.pdf