(Matteson, L 2013) The components of CRM are:  Information Processes Technology People (Kincaid 2002) Information: Mackinnon's travels collect personal and marketing that are useful for business and in anticipating guests' needs and expectations.  Processes: Designed as customer-centric processes to get closer to customers. Customers are kept in touch via phone, email, social media, etc.  People: Employees are provided with in-depth knowledge of CRM through training. To provide a successful CRM and motivate employees, the level of performance is measured and rewards are given. Technology: Currently the company uses software which is helpful in data analysis and automation.3.2 Managing a relationship responsive to customer managementTourism and hospitality being a service sector has a lot of interactions with customers. Therefore organizations in the industry should maintain the level of customer satisfaction at the maximum because otherwise it will be difficult to survive in the industry with the presence of other strong