Current state of scientific knowledge in the field of CRM use in tourism

Abstract

This article focuses on defining and specifying the client in tourism and managing the relationship with the client. Tourism is a specific and expensive service, with its own ways of communicating and accessing the client. In addition to the basic concept, the article also contains an overview of how the Czech legal system defines a client. Furthermore, Customer relationship management and its specifics in the field of tourism are defined in detail. This article provides not only an overview of the customer, but it also shows the summarizes specific rules and communication with the customer. The aim of the thesis is to define and explore the basic concepts of the studied subject and to compare the established foreign experience.