Abstract:We investigated the conditions necessary for CRM success in a Hospitality sector that is failing to retain and attract clients. The main purpose of this study was to establish the potential of CRM in aiding customer retention in Zimbabwe's Hospitality sector that has been marred by economic instability and a decade of political turmoil. Our approach was based on a mixed approach of a quantitative and qualitative dimension. Results indicate that operational and technological conditions in place for CRM in Zimba… Show more
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