The Importance of Costumer’s Relationship Management (CRM) Improvement
Many companies are building stronger ties with their customer that often called customer relationship management. This is a process of managing detailed information about each customer and carefully manages customer touching points in order to maximize customer loyalty. These touching points are every opportunity that can be gained when the customer facing brand and product, starting from actual experiences, mass communication to causal observation.
For a hotel, those touching points are like reservation, check-in and check-out, frequent staying program, room services, business services, sports facilities, laundry service, restaurant and bar. As a hotel that relying on personal touches, such as staff who always greet guests by calling its name, employees should have enough skill to understand the needs of sophisticated business trip, and at least one best facility in that region, such as famous restaurant and spa.
Customer relationship management enables the company to provide superior customer services when asked through the effective use of individual report information. Based on this information, then the company can adjust market bids, services, programs, messages and media. CRM is important because the main encouragement of customer profitability is in the form of values based on the company’s customer database.
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Tags: Customer, management development . This entry was posted on Tuesday, October 26th, 2010 at 10:19 am and is filed under Development Management. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
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