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2. CRM in the Tourism Sector

2.1. Benefits of CRM in the tourism sector

CRM can help  tourism entities  of all sizes drive business growth, and it can be especially beneficial to a small business, where teams often need to find ways to do more with less. A CRM platform can connect to other business apps that help develop customer relationships. CRM solutions today are more open and can integrate with your favourite business tools, such as document signing, accounting and billing, and surveys. Built-in intelligence automates administrative tasks, like data entry and lead or service case routing, so you can free up time for more valuable activities. Automatically generated insights help you understand your customers better, even predicting how they will feel and act so that you can prepare the right outreach. 

  • CRM helps you communicate effectively and provides tracking the wishes of prospective customers.  

  • CRM provides the possibility to target potential customers 

  • Through CRM, existing customer problems can be identified and resolved. 

  • CRM helps tour companies save and record all tourist or customer data. 

  • The system helps you identify traits and  requirements  

  • Through that system, you can manage your marketing campaigns with ease., study the behaviour of tourists and their reactions to your offers and work to improve the quality of services provided in the future. 

  • The system provides you with detailed reports and statistics performance analysis of the most important places or tourist programs, profits, number of passengers, and bookings per month. 

CRM has as its ultimate mission the optimisation of customer relations as a mechanism to: 

  1. Optimise satisfaction and loyalty levels. 

  1. Optimise the professional offer/activity. 

  1. Detect possible areas for improvement and growth. 

  1. Improve overall company/professional productivity. 

  1. Improve decision-making based on data analysis. 

 

Broadly speaking, we can identify 4 types of CRM: 

  1. Operational CRM - focused on automating customer relationship management tasks and optimising workflow. 

  1. Analytical CRM - to collect, store and analyse your company's databases. Very useful for operational and strategic decision making or, for example, for measuring the performance of digital marketing campaigns. 

  1. Collaborative CRM - more useful for larger companies or teams. In this case, a collaborative CRM is intended to integrate different teams in a company and maintain smooth internal communication. 

  1. Sales CRM - for managing the online/offline sales funnel. 

Although developing an ad hoc CRM tool for your business or professional activity can be a very costly innovation, you can use digital solutions already available online that best suit your needs.


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