I expect 2500 words of hotel management.

The core competitiveness of the hotel industry lies in providing high-quality personalized services to its guests.

Service, on this basis, enables customers to establish loyalty to the hotel, and the fit between them is

The lifeline of the hotel. Therefore, how to attract hotel customers and how to provide them with the most

Characteristic service, how to effectively open up the market and enhance the competitiveness of the hotel itself?

Strength, ahead of competitors in the fierce competition, is something that every hotel will often think about.

problem

With the gradual enrichment of the material base of the hotel industry and the transparency of information, more and more

Many hotels are facing fierce global market competition, and they gradually realize that.

There are not only material flow, capital flow and human resources in hotel management activities.

Flow, there is also information flow. Information has become independent of material data, financial resources,

Customer information is an important resource besides human resources, which is the foundation of hotel's survival and development.

It is the center of information in the exhibition. Therefore, it is better and faster to master the information of hotel customers.

It is indispensable for modern hotels. Customer Relationship Management System (CRM- Customer

RelationManagement) aims to ensure the benign interaction between hotels and customers.

An effective tool based on hotel customers can be realized by implementing hotel customer relationship management.

Perfect combination of loyalty system and hotel personalized service.

First, the connotation of customer relationship management (CRM) and hotel customer relationship management

Customer relationship management (hereinafter referred to as CRM), also known as customer asset management, it

Is the overall strategy of the enterprise, through customer segmentation, to meet customer needs to the maximum extent.

Maximize profits and improve customer satisfaction, thus helping enterprises to be better.

Attract and retain customers, so that customers can establish loyalty to the enterprise. CRM comprehensive integration

Database and data warehouse technology, data mining technology, online analytical processing (OLAP,

Online analysis process) technology, internet technology, object-oriented technology, self-development.

Dynamic sales technology, server system and other related technical achievements, so that enterprises can have both.

There are customer-oriented foreground systems and management-oriented decision-making.

Support ability. CRM concept also embodies a process design concept, a good process.

Engineering design and excellent technical realization can form "1+1>"; 2 "effect. just as

Jay Curry, the founder of CRM methodology, emphasized that CRM is a business strategy.

This is the foundation for the survival and development of every modern enterprise.

The application scope of customer relationship management includes project management, customer service and

Support (CSS) and technical assistance sales (TES). This management system is a database.

Technology and enterprise marketing products by identifying and balancing existing customers.

Needs, business models, opportunities, risks and service costs related to customers and potential customers.

Market share and customer loyalty of high-tech enterprises. An excellent CRM investment can be improved.

In order to better understand customers, broaden customer contact channels and increase the relationship between customers and enterprises,

Realize customer interaction and integrate customer channels and corporate background.

For many hotels, there is no perfect customer relationship management system.

The collection of customer information is incomplete, which may lead to the hotel's service to customers.

Must not be in place, or can not meet the standards required by the guests. Therefore, many guests

In this way, our loyalty will be reduced, and even some guests will completely lose their loyalty to the hotel.

Finally, it leads to the loss of customers. Therefore, a perfect customer relationship management system has been established.

This is very important for every hotel.