One hundred? Two hundred? One thousand? There actually are only three:
Increase the number of customers
Increase the average expenditure per customer
Increase the number of times the same customer purchases from your company
Putting your customers first
Your major objectives as a hotelier are to: attract new customers, exceed their expectations offering an exceptional service (for which they will be then willing to spend more) and stimulate them to repeat the same experience they lived while at your hotel.
What is CRM?
CRM, acronym for Customer Relationship Management, is the term used to defined all the activities carried out to foster the development of relationships with customers. Specifically, to establish a relation that will last over time you need to know your customers, communicate with them frequently and pay attention to their needs. Sending email when you remember is no longer sufficient, it is necessary to set automatic procedures. Communications have to be sent in a serial way, using a standard process that allows to have a personal approach with each customer: past, present or future.
Why should you choose the Ericsoft CRM?
Entirely developed to satisfy your needs, the ericsoft CRM, is equipped with numerous functions that automatize and simplify the communication with your guest and the management of his reservation:
Email account integration: this feature allows to manage your emails directly from the PMS system and to track the communication history with each guest.
Comparative quotations: the system allows to automatically send customized comparative quotations in a few clicks.
Email marketing: to send email marketing campaigns, quotations and other commercial communications to different guest categories.
Automatic email management: the CRM module can automatically manage bulk emails, for example, you can schedule follow up processes for quotations about to expire.
Customer care: the software can automatically send emails associated to particular events. From welcome emails, scheduled before a guests’ arrival, to safe trip home wishes following the check-out process and also birthday wishes on the birth day of each guest.
How can you know if your customers are satisfied?
Well-organized guest management activities do not only require the adoption of automatized procedures, but also require constant analyses of the result obtained to understand whether the adopted strategies are efficient. For this reason, the ericsoft CRM module allows to conduct surveys using customizable questionnaires that can be sent to guests x days after their stay to measure Customer Satisfaction levels.
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An ericsoft expert will allow you to find the most suitable solution for your needs