Theory: CRM

Travel and tourism are a significant part of everyone’s life. The travel and tourism industry is a developing industry that goes hand in hand with the invention of new technologies.  Entities in the tourism sector seek to win the customer during intense competition, and  needs a system to help them organize their dealings with customers, facilitate their access, in addition to strengthening relations between the company and its customers, carrying out all transactions and completing all sales and purchases, in addition to receiving all incoming customer calls, whatever its purpose whether booking tickets, inquiries or complaints, as well as directing calls to customers. 

CRM is a system that collects, analyse and manage all the customer data of travel companies or various bookings, from recording and keeping their personal information, through analysis of customer behaviour and problems, to achieving a better experience for existing customers and gaining more new customers, where CRM provides the owners of these tourism organizations with the latest information about their customers in real-time so that they can easily extract analysis and reports that help all employees in that sector to determine the basic requirements of the tourist or traveller. By organising customer and prospect information properly  one can build stronger relationships with their clients  and grow their tourism business faster. 

CRM systems start by collecting a customer's, email, telephone, social media data, and more, across multiple sources and channels. It may also automatically pull in other information, such store personal details, such as a client's personal preferences on communications. A CRM tool organises this information to give a complete record of individuals and companies overall, so  as a user , you can better understand your relationship over time. It also lets you store customer and prospect contact information, identify sales opportunities, record service issues, and manage marketing campaigns, all in one central location — and make information about every customer interaction available to anyone at your company who might need A CRM system gives everyone — from sales, customer service, business development, recruiting, marketing, or any other line of business — a better way to manage the external interactions and relationships that drive success. it. CRM tools can be used for a multitude of purposes. For example, you can use a digital solution to manage your social media presence and your communications with followers and potential customers. Or you can apply CRM solutions to a specific digital marketing campaign, to measure its performance and the interaction generated.