Theory: CRM

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Customer Relationship Management (CRM) is a strategy that companies use to manage interactions with customers and potential customers. CRM helps organisations streamline processes, build customer relationships, increase sales, improve customer service, and increase profitability. The goal of a CRM system is simple: Improve business relationships to grow your business. CRM tools help you manage customer relationships across the entire customer lifecycle, at every marketing, sales, e-commerce, and customer service interaction.  Source https://www.salesforce.com/eu/learning-centre/crm/what-is-crm/ 

This bitesize will give you an indicative introduction to CRM – we will cover the following. 

• The importance  and benefits of CRM in the Tourism sector 

• Optimisation of customer relations 

• Guidelines to make CRM work for you 

• The importance of word of mouth and a reflection on how word of mouth is changing due to social media