<p><strong>Purpose: </strong>The purpose of this essay is to study how the hotel chain Radisson SAS works with prolonged customer relations with their business clients, with other words the clients that have business agreements with them.</p><p><strong>Methods: </strong>This study will contain an inductive approach and qualitative methods. The qualitative research method is in the shape of a deep interview with the sales manager of Radisson SAS and qualitative interviews of chosen business clients to the hotel.</p><p><strong>Results: </strong>The results of this investigation show that business clients are controlled by what kind of agreements their company has.</p><p>The companies sign agreements with hotels and hotel chains that are able to satisfy big parts of their needs, if not all of them.</p><p>With the help of flexible solutions, a well known brand, and good relations, Radisson SAS has made sure that their business clients have prolonged their agreements.</p><p>They are a global hotel chain near transports, and business clients feel secure with Radisson SAS.</p>

Purpose: The purpose of this essay is to study how the hotel chain Radisson SAS works with prolonged customer relations with their business clients, with other words the clients that have business agreements with them. Methods: This study will contain an inductive approach and qualitative methods. The qualitative research method is in the shape of a deep interview with the sales manager of Radisson SAS and qualitative interviews of chosen business clients to the hotel. Results: The results of this investigation show that business clients are controlled by what kind of agreements their company has. The companies sign agreements with hotels and hotel chains that are able to satisfy big parts of their needs, if not all of them. With the help of flexible solutions, a well known brand, and good relations, Radisson SAS has made sure that their business clients have prolonged their agreements. They are a global hotel chain near transports, and business clients feel secure with Radisson SAS.

The purpose of this research paper is to provide an understanding for organizational factors effect on Customer Relationship Management (CRM) in the hotel business and then investigate CRM activities effect on loyalty among business travelers. An analysis of 163 questionnaires gathered from hotels in Sweden resulted in two main findings. (1) Organizational factors such as: size, strategy, and maturity of information system affect CRM activities where the development of a customer loyalty strategy affects CRM activities the most. (2) CRM activities as: bonus cards, service customization, free-gifts, and convenient check in/check outs affect loyalty where service customization affects loyalty the most. Hence, different organizational preferences and certain CRM activities are preferable as hotels strive to create loyalty among business travelers.