The Impact of CRM on Tourism Enterprises’ Performance: A Case Study in Ho Chi Minh City, Vietnam

This study was conducted to analyze the factors of CRM affecting tourism enterprises’ performance. By combining qualitative and quantitative research, the authors have surveyed 450 tourism enterprises’ managers in Ho Chi Minh City (HCMC). The result shows that there are 4 groups of CRM’s factors affecting tourism enterprises’ performance including: (i) CRM Technology; (ii) CRM Organization; (iii) CRM Processes; (iv) Customer Orientation. The results provides the dimensions for CRM, enhance performance of tourism enterprises in HCMC. The study also proposes the conceptual framework of relationship between CRM and tourism enterprises’ performance for future research.