CRM or customer relationship management is a process mainly implemented as a software solution that could be used to manage leads, sales, marketing, and most importantly to manage the interactions with past, existing, and also potential customers. We, the “Qodeify CRM” team identified that the hospitality industry is a sector which could benefit from our product in a big way.
Hospitality, the word itself makes it clear that it an industry which is all about good customer relationships. If a business can understand its customer’s behaviour, mindset, what they prefer and so on, that particular business will become better at matching or even exceeding customer expectations which will assist the customer retention.
How can a CRM system help a hotel to grow?
1. Enhances the customer experience.
Nothing surpasses the importance of customer satisfaction when it comes to the hospitality industry.
One customer with a bad experience can damage the reputation of the whole business, and retaining that customer would be far from impossible.
With CRM systems in place, a hotel can gather data about their customers. What they like, what are the most ordered types of rooms, and so on. This data provides a deep insight into customer’s personalities which is important when a hotel wants to adjust its service according to the customer’s needs. Also with a CRM system, existing customers could be notified about the latest offers a business provides with automation tools like email marketing.
2. Provides a centralized hub.
CRM systems collect customer data like financial, historical, and conversational into one centralized repository. With this centralized database, hotel staff can access any customer account at any time to view records as they need. This can be very helpful for the staff to perform a perfect job.
3. Automate communication.
A CRM system can automate some of the hotel’s communication. Sending reminders about customers’ booking conveys the idea that the hotel is well prepared for their arrival. Also, a CRM system could be used to automate emails to previous guests about the latest offerings, about events they participated in while they were at the hotel, or thank you messages which would showcase the hotel more as a friend than a business.
4. Customer Engagement.
Yes, managing customer information is important. But it is more important to identify the frequency and the most valuable customers. You are capable of identifying them and updating them on your promotions. Let them remember how good you have been to them and make sure they remain with you.
The success of a hotel depends on how effectively it manages to retain their customers. With a CRM system, tools that could be used are endless. This can be used for managing a good customer relationship and providing them with a good experience which pleases them.
We at Qodeify the most reputed software company in Dallas Texas better known for our customer service, will deploy a customized CRM for your hotels which would be immensely beneficial in multiple ways.
Contact us here.