CRM: strategies and best practices to improve the guest experience

Improve the guest experience with CRM

Customer Relationship Management (CRM) has become the preferred way for hotels to engage guests, personalize the guest experience, grow loyalty, and drive revenue. Since the COVID-19 global pandemic began, the guest experience has become paramount – from a safety perspective as well as ensuring travel experiences are still relaxing, calm and memorable. Using CRM is the fastest way to manage guest preferences, understand your guests and deliver the right experience for every guest.

CRM requires staff knowledge and skills, technology, and collaboration across departments but it doesn’t have to be hard! We’ve broken this down to highlight the fundamentals of CRM, from key terms and concepts, to the key steps to CRM implementation, to strategies, tips and best practices.