Customer Relations Management (MİY): Matching and improving CRM and customer loyalty in tourism companies

This thesis study will include that the process of 'matching and improving customer loyalty in tourism companies' by examined Microsoft Dynamics Crm Project of Club Jolly Tourism and Trade Corporation and it aims to reveal the guiding elements in terms of measuring. Providing customer loyalty and managing by measuring is of utmost importance for tourism companies and, it is expected to create an accurate potential marketing opportunity. It should not be forgotten in these processes that both the value and expectations of each customer also differs for companies. Steps taken in order to match and improve CRM and customer loyalty in tourism companies add value to the companies and it is advocated that loyal customers should be listened to their interactions rather than unprofitable customers. In the subject of the research, we will make samples for studies about how passive customers can be active and potential customers from measurement and data trapped in the company's dataset thanks to customers' types and categorization / segmentation.