Customer relationship management
Our advisory services will address the strategy for managing and nurturing a hotel's interactions with guests, customers and prospects. It involves using technology to organise, automate, and synchronise business processes - principally sales activities, but also those for marketing, customer service, and technical support.
The overall goals are to find, attract, and win new clients, nurture and retain those the hotel already has, entice former guests back into the fold, and reduce the costs of marketing and client service. Customer relationship management denotes a company-wide business strategy embracing all guest-facing departments and even beyond. When an implementation is effective, people, processes, and technology work in synergy to increase profitability, and reduce operational costs.
Case Studies
Case Study 1: Enabling strategic growth Read more >
Case Study 2: Changing from chain affiliation to become independent Read more >
Case Study 3: Repositioning the operation of a luxury hotel Read more >
Associated Experts
Doug Fiedler: provides advice in building quality, customer satisfaction and ROI for all aspects of food and beverage operations.
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Peter Fitzgerald: advises on all areas of sales, marketing, distribution, global distribution systems, hotel representation, online channel management, central reservation systems, property management systems and e-commerce.
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Gideon Dean: works mostly in the fields of online and social commerce, media and content strategies and digital business evolution. Equally comfortable at executive or hotel level engagements, hotel and travel distribution and technology continue to be his passion and focus.
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Dorothy Cusack: is an accomplished and practiced business professional with extensive experience in the UK, Irish, EU and US hospitality markets.
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Jane Bethke: is a strategic development executive and seasoned sales professional specializing in long-term customer relationships. Practiced in account management, she has the ability to articulate needs and recommend solutions that match customer objectives with skilled practitioners in a cost efficient manner.
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