customer relationship management
SHR and ReviewPro Integration Streamlines Guest Communication
SHR | May 11, 2022
HOUSTON and BARCELONA – May 11, 2022 – Sceptre Hospitality Resources (SHR), which offers a suite of solutions to help hoteliers improve the guest experience and drive revenue at each touchpoint along the guest journey, has integrated its Maverick CRM with the Guest Experience Platform offered by ReviewPro, a Shiji Group brand. Thanks to a new API integration, Maverick clients can now integrate the data collected from the Guest Survey solution within the Guest Experience Platform directly within the CRM. The Maverick system will provide the guest with a dynamic link in their post-stay communication, which now originates from Maverick ...
Rosewood Hotel Group Appoints Jarrod Tuck as Vice President, Customer Relationship Management
Rosewood Hotel Group | June 22, 2021
With the appointment of Jarrod Tuck to the newly created position of vice president, customer relationship management, Rosewood Hotel Group has added strong leadership to the company’s marketing team to support its ambitious expansion and growing presence in the global luxury hospitality arena. Tuck will oversee the CRM direction for ultra-luxury Rosewood Hotels & Resorts®, upper-upscale New World Hotels & Resorts and lifestyle KHOS hotels. In this role, Tuck will provide strategic leadership and daily oversight to the company’s CRM platform, customer profile data hygiene and orchestrated digital communication efforts. He will ...
End on a Positive Note
Roger Wolkoff | January 2, 2020
By Roger Wolkoff Do you have a natural gift to start a conversation? Many of us in the hospitality and customer service world are quite adept at it. Think about this for a moment. How good are you at ending conversations? I'll wager you have a signature opening greeting, but do you have a signature closing? In customer service and hospitality, we devote time to make an excellent first impression. We make eye contact, smile, or lean in if we're next to the person. Then, we move on to the heart of the conversation. Our guest or customer may request service, or they need help to resolve an issue. Perhaps they want a recommendation from us. Fi...
CRM: Fact vs. Fiction
NextGuest Digital | November 14, 2019
By Mikael Fries, Vice President Sales Excellence, NextGuest CRM Some hotels have it, others do not. There is a lot of talk about it, but, unfortunately, there are many variations and definitions of what Customer Relationship Management (CRM) really is. Because today’s customers are overwhelmed with options and information, it’s more important than ever to build strong customer relationships and nurture them before, during, and after those guests stay on your property. Many CRM systems can be used to solve operational issues, as well as gather data on customers and then use that data to bring those customers back time and time again. In...
Global CRM Study Preview: What’s Next for the Future of CRM
Nicki Graham | October 2, 2019
This is the final article in a preview series of H2C’s Global CRM Study, a collaborative report that leverages interviews and a global survey to explore the current state of CRM in the hospitality industry. The importance of a single source of truth as the centerpiece of a profitable customer relationship management strategy is one of the key takeaways from H2C’s Global CRM Study. The vendor-agnostic study combined findings from an online survey of 62 executives of both global and regional hotel chains and interviews with 25 hotel executives and 11 technology providers. In our third (and final) set of takeaways, we focus on ho...
Everything You Need to Know About CRM Software in 2019
Kacey Bradley | September 5, 2019
By Kacey Bradley Customer relationship management (CRM) software helps brands more effectively connect with customers. You may not think it's necessary to use in the hotel and hospitality industry. But, it'll soon become clear that having CRM technology at your disposal can grow your brand and increase consumer satisfaction. What Can CRM Software Do for You? One misconception people often have about CRM software is that it's merely a customer database. CRM software has a component that keeps information on all your customers, but it does much more. For example, it can help you track which promotional materials you send to customers ...
Up Closer and More Personal
Roger Wolkoff | August 21, 2019
By Roger Wolkoff I walk into the newest branch of my credit union, and I am immediately drawn to the design. Lots of open space, thick wood beams surrounded by steel, and lots of light thanks to the plethora of glass. Stunning only begins to describe how it looks. Intimate describes how it feels. As I approach the teller area, it becomes apparent that there is something different about this space. There is no wall separating tellers from customers. Camille stands in front of her station with a welcoming smile. She extends her hand to greet me and guides me to the table that juts out from the side of her station. I stand at a 90-degree a...
Track Hospitality Software Achieves PCI DSS Service Provider Level 1 Certification
TRACK Hospitality Software | January 8, 2019
(Minneapolis, Minn.) January 9, 2019 -- Track Hospitality Software (TRACK), a product of TravelNet Solutions and an industry leading provider of integrated CRM, guest communication management, and property management solutions for hospitality, today announced the company has validated compliance with the Payment Card Industry (PCI) Data Security Standard (DSS) version 3.2 as a Level 1 service provider. The PCI Data Security Standard (PCI DSS) is the most rigorous industry-recognized payment-card security standard available globally. The PCI DSS Security Standard is designed to minimize the exposure of credit card data to risk of fraud o...
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