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Nguyen Ngoc Tuan - CO1197 - ECRM by Nguyễn Ngọc Tuấn is a document available to read on EtoBox.

This report analyzes the impact of Electronic Customer Relationship Management (E-CRM) on customer loyalty and satisfaction at InterContinental Hotels Group (IHG), highlighting a 25% increase in retention rates due to personalized services. It evaluates the evolution of E-CRM, its implementation at IHG, and offers recommendations for improvement, emphasizing the importance of advanced digital strategies. The study utilizes both secondary data and primary customer surveys to support its findings and conclusi

Author

Nguyễn Ngọc Tuấn

Language

EN