The hospitality industry is all about offering feel-good and exceptional services to customers while catering to their requirements and expectations. The success and failure of a hotel depend heavily on how its customers feel about it and its services. Now comes the big question - how do hotels track whether they are meeting the expectations, requirements, and preferences of customers? This is where Dynamics 365 CRM steps in for the hospitality industry.
Customer Relationship Management (CRM) can be defined as a comprehensive business strategy to identify and manage the most critical and valuable customer relationships. Hotel CRM applications have the potential to enable an effective, relevant, and purposeful customer relationship management system, provided that the hotel has the right culture, leadership, and strategy while being a customer-centric and evolving organisation.
CRM helps hotels gain invaluable insights into customer behavior, preferences, and expectations. This allows hotels to modify their business operations to make sure that every single existing and potential customer is served in the best possible ways.
All in all, CRM helps hotels recognise the value of their customers while capitalising on improved customer relations. It also allows them to profile individuals and groups to market more proactively and efficiently to increase sales, brand awareness, loyalty, and brand acceptance.
Advantages Of Dynamics 365 CRM For The Hospitality Industry
Aligns with organisational objectives: A powerful CRM such as Dynamics 365 CRM can be easily set up and implemented based on the specific requirements of a hotel. However, it is highly important that it is fully aware of what they are trying to achieve with Dynamics 365 CRM and how the CRM system will help them empower, enrich, and enhance customer interactions.
Centralised Management: Dynamics 365 CRM has the ability to centralise different activities and operations of multiple departments into a unified platform. This allows the decision-makers and other team members to get an eagle's eye view of every single activity. It also means that hotels deploying Dynamics 365 CRM can easily control activities occurring across multiple departments, such as room service, housekeeping, repair, catering, and more.
Personalise customer experience: Dynamics 365 CRM can be leveraged to generate more revenue through promotional schemes such as loyalty points, discounts, offers, loyalty cards, etc. It can also be used to offer omnichannel and exceptional customer experiences consistently to gain their trust, loyalty, and appreciation.
Leveraging winning strategies: Strategies such as cross-selling (for example, sightseeing packages) can be implemented through Dynamics 365 CRM to offer customer services that augment with the customer's original purchase. They can also be used to evoke and retain the attention and interest of customers in other products and services offered by the hotel. All these strategies enhance the hotel's sales while making the purchase experience of the customer more meaningful and rewarding.
Have a query on how to enhance sales of your hotel with Dynamics 365 CRM? Call us or drop an email and our team of certified Dynamics 365 experts at C.I.G Consultants will assist you.