Starting to use a CRM system for your hotel, bar, restaurant or venue, could be a decision that completely changes your business. A CRM system when correctly implemented, can help with business transparency, efficiency, organisation, custom retention and importantly, it can help you to close more sales.
In hospitality, success depends heavily on repeat custom. Many marketers forget this and put their focus into gaining new ticket sales or bookings; however when 25-40%  of most business revenue comes from repeat custom, this channel cannot be ignored. Studies by Bain & Company state a 5%  increase in retention can lead to profit increases of 25-95%!
Introducing a Customer Relationship Management (CRM) solution into your hospitality business is a massive decision. If implemented correctly, it can create huge efficiencies within your hotel, restaurant, bar or event venue business. Not only from an employee perspective, but for the entire business. So, why choose Salesforce as your CRM provider?
Customer experience is everything. The way your customers feel, the interactions they have and their entire end-to-end journey with your brand define this experience.
This can refer to physical interactions (such as the cleanliness of your venue) and the non-physical (digital) interactions with your brand. We will be focussing on the latter of the two, looking at the Martech (Marketing Technology), which can support you in improving your customer's experience.
What is CRM?
CRM, Customer Relationship Management.
It’s not a new concept, especially not for the Hospitality Industry. It is exactly what it says on the tin. It is all about building relationships with your customers, from their first interaction with your brand right through to customer service and beyond.