E-Tourism in Europe The E-CRM and ITCs adoption issues: how to retain customers?

• INTRODUCTION:
  
• 1. General context
  
  • 1.1 Economic importance of the sector:
    
  • 1.2 Weight of the SMEs in the sector:
    
  • 1.3 Online travel sales in Europe:
    
  • 1.4 Internet users profile
    
• 2/ The travel industry specific features and the ICTs impact
  
  • 2.1 The travel industry value chain
    
  • 2.2 Providing the overal travel experience
    
  • 2 .3 The impact of the information and communication technologies
    
  • 2. .4 Trends and Challenges of the European e-tourism market
    
• 3/ The Customer relationship management philosophy: how to retain
  
• customers
  
  • 3.1 Customer relationship management definition and the Nykamp consulting group model
    
  • 3.2 Internet features and its e-CRM benefits
    
    • 3.2.1 Interactivity : the proactive e-consumer
      
    • 3.2.3 Flexibility : getting a wide and updated range of information
      
    • 3.2.4 Accessibility : everywhere and at any time improving service quality
      
• 4/ E-marketing : decreasing customer uncertainty
  
  • 4.1 An intangible product
    
  • 4.2 A fragmented product
    
  • 4.3 The e-customised offer
    
  • 4.4 Electronic ticketing and ticketless travel
    
• 5/ E-marketing: providing a reliable and useful customer database
  
  • 5.1 The Marketing research perspective
    
  • 5.2 The Customer databases management practises
    
  • 5.3 The Market Targeting
    
• 6/ CONCLUSION: e-CRM adoption, the challenges to face
  
  • 6.1 Focus on the SMEs: the tricky adoption of ICT and e-business solutions
    
  • 6.2 The perceiWed barriers to the adoption of e-CRM solutions
    
  • 6.3 The step-by-step implementation of e-business methods
    
• BIBLIOGRAPHY
  
• Licences Creative Commons