Visitor Relationship Management (VRM) - Repeat Visitation Opportunities for Destination Marketing Organisations

Pike, Steven (2006) Visitor Relationship Management (VRM) - Repeat Visitation Opportunities for Destination Marketing Organisations. In Tsartas, P, Christou, E, & Sigala, M (Eds.) Proceedings 24th EuroCHRIE Congress: In Search of Excellence for Tomorrow's Tourism, Travel and Hospitality, 25-28 October 2006, Greece, Thessaloniki.


In competitive tourism markets the consumer-traveller is spoilt by choice of available destinations. Successfully differentiating a destination and getting noticed at decision time is arguably the focus of activities by destination marketing organisations (DMOs). In pursuit of differentiation, three emergent themes in the marketing literature during the past decade have been branding, integrated marketing communications (IMC), and customer relationship management (CRM) a fundamental goal of each being stimulating customer loyalty. However there has been little attention given to destination loyalty in the tourism literature. The purpose of this paper is to report an exploratory investigation of visitor relationship management (VRM) by DMOs. Based on interviews with the management of 11 regional tourism organisations (RTO) in Queensland, Australia, the opportunities for, and immediate challenges of, VRM are discussed. While each RTO recognised the potential for VRM, none had yet been able to develop a formal approach to engage in meaningful dialogue with previous visitors from their largest market.

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ID Code: 23953
Item Type: Conference Paper
Refereed: Yes
Keywords: Destination Loyalty, Repeat Visitation, CRM
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > TOURISM (150600) > Tourism Marketing (150604)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2006 Please consult the authors
Deposited On: 17 Jun 2009 14:17
Last Modified: 06 Sep 2012 15:30

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