Marketing and CRM tools
The effectiveness of any business depends on the smart use of marketing tools. As a powerful marketing tool, Customer Relationship Management, also know as, CRM has been widely used in the whole world. It enables to increase sales, attract new Customers and keep current Customers, make profitable deals, carry out high-quality service and many other processes.
CRM is widely used in hotel industry. It allows to manage customer relationship in all stages of company lifecycle by identifying Customer needs, preferences and wishes.
In hotel industry CRM is effectively used in the following business processes:
- Collecting guests’ data: personal data, preferences, relations, working data and information on family members
- Customer segmentation and grouping by different criteria, such as gender, age, socio-demographic and many other criteria
- Sales of hotel services for B2B company employees
- Implementing marketing events for target audience
- Sending SMS and Email notifications
- Managing calls through IP PBX, Call center telephone station
- Individual congratulation of happy birthdays and holidays (buyer’s name is written in the message text)
- Reminding about breakfast, lunch and dinner
- Printing thank you letters
- Informing about various promotions
- Implementing loyalty programs
- Implementing family loyalty cards and strategies
- Analyzing Customer acquisition sources
- Implementing strategies for attracting new customers by Customer’s recommendation
