Social CRM with Offline Digital Communities and Localization Systems: the Case of Cruises

Abstract

In this work, we explore the use of digital communities as a way of providing data to the customer relationship management system inside a hospitality resource, even when no connectivity with internet is available. The case study will be a cruiser while sailing offshore where only a reduced data interchange can be achieved from satellite-based networks. In these conditions no data service can be provided for the passengers. We shall define services to be implemented over such an offline social network, so as to make it interesting for its on-board use. When mobile devices will be in use they could be, combined with other digital ID systems, used on Real-Time Location Systems so as to obtain an additional source of data for the cruiser CRM