In terms of marketing, it’s much more cost-effective to keep happy customers returning than finding and attracting new guests. Every booking has the potential for repeat bookings, especially if you can find ways to improve your customer loyalty program.
Hotel CRMs can help you understand your customer’s needs throughout their experience and implement strategies to show them you care with custom offers. For example, you can send post-stay surveys to learn about the guest experience and send them a gift card or promotion after completing them.
With so many guests and bookings to manage, it can be difficult to manage all the communications you have in a single day. However, CRM can help you organize, prioritize, and effectively manage all communications by combining phone systems, email, text messages, live chats, and social media into a single, easy-to-use interface to make it easier for you to respond to guests before, during, and after their stays.
Create better marketing campaigns
CRM strategies for hotels typically revolve around marketing and customer interactions. Because CRM can help you effectively communicate and learn about your customers, it can enable better marketing campaigns and marketing automation.
One of the main features of the best CRM software for hotels is segmentation, which allows you to group customers together based on actions they’ve taken on your website, their preferences, or where they are in the marketing funnel.
For example, you can build specific customer segments based on guest data to ensure you send the right messages to guests at the right times to improve your marketing efforts and earn more bookings.
In addition, hotel CRM software allows you to A/B test different elements of your marketing automation strategies to find what works best to attract more guests.
For example, you can test everything from email subject lines to improve open rates to offers to promote clicks. In addition, you can use email marketing to upsell room upgrades or additional services.
Tracking the performance of everything from your customer service to marketing strategies is crucial if you want to attract and retain guests.
Hospitality CRM software allows you to track everything from sales team activities to customer service interactions to improve the guest experience.
For example, you may find that it takes too long for customer service agents to respond to and resolve guest complaints. If that’s the case, you can use the data collected by your CRM to brainstorm new ways to reduce the time it takes to respond to inquiries.
Tips for choosing a hotel and hospitality CRM
There are several types of hotel CRMs available to choose from, and while they’re all similar, they have key differences you should consider.