CRM: A Hotelier’s Guide, part 2 — The expert view

CRM is about curation of the entire customer lifecycle — from her first trip to her last. True CRM includes a plan for every interaction with the traveler, whether the […]

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Fragmented CRM Impacting Guest Engagement Efforts

Today’s hotel planning and booking customer journey is becoming increasingly complex in this multi-device, multichannel and multi-touch point digital landscape. According to Google, the average consumer engages in 38,983 digital […]

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Using CRM and data to curate unique experiences for guests

While customer relationship management (CRM) is a term that encompasses both human interaction and software, some references to it might refer exclusively to technology but very few mentions of it […]

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