When a customer provides their feedback about any product or service, they are doing a huge favor to organizations by etching out their views for better planning and strategy.
For service-based sectors like Hospitality especially hotels, organizations survive on building a strong bond with the customer by providing them personalized services.
If organizations in the hospitality industry want to provide more personalized service than generic over the counter services, they have to provide a lot of options and battle out several factors.
CRM can be adopted as a global strategy that will enable companies to manage interaction with the customer at all levels.
It also is about maintaining a friendly demeanor while dealing with the customer, making rapid decisions and resolve problems instantly.
Rob Yanker of McKinsey and Company very aptly puts it, “Winning back a lost customer can cost up to 50-100 times as much as keep the current one satisfied” With custom CRM as a high-powered tool, organizations can now rely on its analytics to deliver what the customer wants, in a manner they want and the time when they require it”.5.