Implementing of Customer-driven Approach to Develop A Web-based e-CRM in Rural Tourism

Abstract

This study describes the development of e-CRM system by adopting a customer-driven concept on Rural Tourism provider for better analysis, assessment and implementation of the right program for sustain business. This design is supported by an analysis of business processes, service processes, current tourist visit activity processes so as to provide clear information on their needs and address the problems of rural tourism providers in developing e-CRM systems. Analysis of current business processes and Factor Analysis. Software Development Life Cycle are used to help in development phase. This concept will contribute to rural tourism providers in improving the e-CRM effectiveness of analysis, assessment and development of loyalty programs and services that will strengthen customer relationships.