In highly competitive markets, businesses need to adapt in a rapidly-changing world in terms of consumer behavior, business environment, and technologies. In order to respond to the changes, business organizations must bring frameworks or processes to support their business. Frameworks such as Customer Relationship Management and the OMNI– Channel focus on communication in every channel to promote products and services to their customers by employing marketing communication channels and cost reduction management, which increases income, improves the management of business resources effectively, and responds to the customer needs to enhance the interests of both businesses and customers. This article presents a case study about CRM and an OMNI-Channel Framework to support and analyze the business outlook of the leading tourism business, the Thomas Cook Group.