By Daniel E. Craig, Reknown
In my next webinar with ReviewPro, we tackle a big, complex topic for hotels: Customer Relationship Management (CRM).
As more third parties get between your hotel and your guests, CRM provides opportunities to connect directly with guests before, during and after their stay and develop long-lasting, profitable relationships.
Customer Relationship Management can be defined as “Practices, strategies and technologies used by businesses to manage, analyze and improve customer interactions and experiences throughout the customer lifecycle.”
All too often, a frequent guest checks in to a hotel, and the front desk asks, “Have you stayed with us before?” With all the tools and data available to hotel staff today, there is no excuse for this to happen. Staff should have access to rich guest profiles, history and preferences. CRM is about recognizing your guests and catering to their individual needs.
We’re thrilled to have a panel of experts joining us for the webinar: Duane Hepditch, President and CEO of Guestfolio; Tim Sullivan, President of Cendyn/ONE; and Tim Towle, Co-founder and Director of Product Development at ReviewPro.
The webinar will be broadcast on Tuesday, June 14, 2016. To register—or to listen to the recording if you missed it—click here.