酒店客戶關系管理系統(tǒng)中客戶獲取的研究

客戶獲取是酒店行業(yè)決策支持的一個重要方面，也是客戶關系管理的核心任務之一。本文分析傳統(tǒng)酒店行業(yè)計算機管理系統(tǒng)的弊端，針對其客戶獲取的局限性，提出對現有客戶和潛在客戶同時建模并進行分析的客戶獲取解決方案，研究建立酒店數據倉庫、現有客戶模型、潛在客戶模型等關鍵技術，實現客戶獲取，為酒店行業(yè)提供更為準確的決策支持。
關鍵詞：CRM；酒店；客戶獲??；數據倉庫；客戶細分；反應行為模型

Study about Customer Acquisition in Hotel Customer Relationship Management
Yi Jun1 Cao Dong 2 Nie Du-xian3 （1.Faculty of computer, College of pharmacy and business, Guangdong Pharmaceutical University, Guangdong Guangzhou 510006; 2.Department of mechanic engineering, South China University of Technology, Guangdong;3.College of Sciences, South China Agricultural University, Guangdong Guangzhou 510640;
Guangzhou 510640） Abstract: Customer acquisition is an important aspect in hotel Industry decision support. It is one of key tasks of CRM. The disadvantages of traditional hotel industry management system are analyzed in this paper. Aimed at the limitation of its customer acquisition, a solution that erects model of existing customer and potential customer at the same time is proposed. The crucial technologies that realize customer acquisition are particular discussed, including building hotel data warehouse, existing customer model and potential customer model. It provides correct decision support for hotel industry.
Keyword: CRM; hotel; customer acquisition; data warehouse; customer segmentation; feedback behavior model