The Need Of CRM in Hotel Industry

The need for CRM for hotel industry, if not more, is as important as the need for CRM in any customer-oriented industry. Customer satisfaction plays an extremely important role in any business. It is the customer's feedback on a product or service that determines its success and translates into profits for the company. This is especially true for service-based industries such as hospitality, tourism or transport industries. All successful businesses in the world today thrive in customer relationships and not just in the quality of their products. It is critical to identify, create and maintain a devoted customer base in today's modest market.

Customer Relationship Management (CRM) not only creates a comprehensive database that contains all the information related to customers, but also contributes to the long-term growth of the company, establishing strong relationships with customers.

The hotel CRM  solution is a commercial approach that can support sales, marketing and service processes in the industry and maximize profits. It works by contacting selected clients and providing them with an unprecedented experience both in terms of quality and how to meet their needs. This customer-oriented approach is of utmost importance in the hotel industry, as it tries to retain customers and build long-term partnerships with them.

Why CRM is important for Hotels ?

Customer relationship management software is a dominant for hotels. It is the fuel for successful hotel marketing, helping hotels achieve profitable operations through more specific marketing and deeper relationships with corporate guests, groups and customers.

Ideally, a CRM hotel is the only real source for guest information. The related systems in the technical stack should benefit from this rich source of information, and CRM should benefit from host information from other systems. For example, if a guest prefers a room next to the elevator, it is recommended to record this information in PMS and CRM. Therefore, guest preferences inform how the hotel interacts with the guest both at the reception and between the rooms.

In 2018, CRM technology spending led him to the largest category of enterprise software spending. This growth emphasizes that the need to develop relationships with customers over time has become a critical issue for all companies.

Before you start investing in a new CRM system for your hotel, let's take a look at what a good CRM is and then define two CRM categories to see how each one fits into your hotel's workflow.

Customer Service in the Hotel Industry

It is important not only basic services for customers, such as prices, quality and delivery; It is also a friendly approach, quick problem solving and flexibility of the options that matter. It is this extended customer service that gives the company an advantage over others, as it increases the customer's perceived value for their services. The CRM is important in the hotel industry because it helps the company exceed the expectations of its customers, increasing the aesthetic value of its services and providing the opportunity to build effective interpersonal relationships.

Advantages of hotel CRM Software:

1. Universal database CRM software

It contains all the relevant data related to its customers, which are constantly updated to reflect any changes. This helps to quickly identify customer data, which helps solve problems faster.

2. Increase sales productivity Thanks to CRM, you can automate repetitive sales tasks, such as sending mass emails and generating reports. CRM mobile access allows sales teams in the hotel business to have free access to their customers' preferences, which helps them create better deals for their customers.

3. Customer retention

While competition and dissatisfaction with products generate only 9% and 14% of customer losses, respectively, 69% of customers move from one company to another due to lack of personal communication with the company .

4. Winning strategies

CRM uses strategies such as cross-selling, which provides customers with services that increase their initial purchase and develop their interest in other products of the company. Offer updates or additional services, such as tour packages, fall into the sales category. CRM strategies also include benefits such as a two-day all-inclusive package with a discount for regular customers. All these schemes increase the company's sales, making the customer experience more meaningful.

5. Configure the CRM software

It allows the hotel industry to adapt the products to its target audience. While value for money is a priority for certain customers, luxury and overall experience are more important for many others.

6. Increase the number of references

Focusing on customer satisfaction, Hotel Management CRM creates a good reference base, since satisfied customers provide positive feedback, which, in turn, strengthens the company's reputation.

7. The best CRM customer service

Create an effective customer service system that is fast and provides customer support by phone, chat, email and even in person. CRM is not effective when used as a strategy or software; This should be taken as a company philosophy to get the best results.

Get A Free Demo And Free Trial