7/21/2019 CRM initiatives in the hotel industry
1/28
OYK Nlnwnawnvjs nl Ecwjb Nlgzswy~
Xycf, Kalxyjjw Bcckia
Ozswckjy Yjbawnclsenx Kala`jkjlw
7/21/2019 CRM initiatives in the hotel industry
2/28
Nlwycgzowncl wc OYK
OYK jlwanbs abb asxjows cf nlwjyaowncl a ockxal~ eas pnwenws ozswckjy" pejwejy nw ns sabjs cy sjyvnoj yjbawjg
Nw ns a swyawj`~ weaw oal ejbx wejk wc iznbg bcl`+baswnl`yjbawnclsenxs pnwe wejny ozswckjys
Wjoelcbc`~ eas xycvngjg juxbcsnvj `ycpwe wc OYK
aownvnwnjs
Nloyjasjg yjvjlzj pnwe a en`e )yjwzyl cl yjbawnclsenxs%YCY.
7/21/2019 CRM initiatives in the hotel industry
3/28
Kaeawka @algen
Ozswckjy ns wej kcsw nkxcywalw xjyscl fcy a
izsnljss, Ej ns lcw al nlwjyyzxwncl wc czy pcymizw wej xzyxcsj cf nw, Ej ns lcw al czwsngjy= ej
ns a xayw cf nw, Pj ayj lcw gcnl` enk a favczy=
ej ns gcnl` zs a favczy i~ `nvnl` zs al
cxxcywzlnw~ wc sjyvj enk,
7/21/2019 CRM initiatives in the hotel industry
4/28
Cidjownvjs cf OYK nl Ecwjb Nlgzswy~
Wc yjoc`lntj alg wyjaw jaoe alg jvjy~
ozswckjy as al nlgnvngzab
Wc gnffjyjlwnawj ozswckjy wyjawkjlw aoocygnl`wc al nlgnvngzab xyjfjyjlojs,
7/21/2019 CRM initiatives in the hotel industry
5/28
Cidjownvjs cf OYK nl Ecwjb Nlgzswy~
Zsj xjysclabntjg sjyvnoj alg ozswckntjg
xycgzows penoe kamj sckj ozswckjys fjjb
sxjonab
@jwwnl` obcsjy wc ozswckjys alg jffjownvjb~
yjsxclgnl` wc wejny ljjgs
Iccsw bc~abw~
Jloczya`j gjjxjy izsnljss yjbawnclsenx
7/21/2019 CRM initiatives in the hotel industry
6/28
_wyawj`no Jbjkjlws cf OYK
@zjsw yjoc`lnwncl
Gawa oaxwzyj alg kanlwjlaloj
Oealljb nlwj`yawncl alg oclsnswjlo~ Yalmnl` alg gnsoynknlawncl
Wpc+pa~ xjysclabntjg gnabc`s
7/21/2019 CRM initiatives in the hotel industry
7/28
Fnvj ljjgs cf ozswckjys
_jyvnoj
Xynoj Qzabnw~
Aowncl
Axxyjonawncl
7/21/2019 CRM initiatives in the hotel industry
8/28
Ayoenwjowzyj cf OYK
Wejyj ayj weyjj xayws cf axxbnoawncl ayoenwjowzyj cf
OYK
1, Cxjyawnclab+ azwckawncl wc wej iasno izsnljss
xycojssjs %kaymjwnl`" sabjs" sjyvnoj.
9,Alab~wnoab+ szxxcyw wc alab~tj ozswckjy ijeavncy"
nkxbjkjlws izsnljss nlwjbbn`jloj abnmj wjoelcbc`~?, Oc cxjyawnclab+ jlszyjs wej oclwaow pnwe ozswckjys
%xeclj" jkanb " fau" pji,,,.
7/21/2019 CRM initiatives in the hotel industry
9/28
Fczy Xayakjwjys wc jvabzawj
OYK's ainbnw~ wc nkxaow ocyxcyawj swyawj`~
_zoojssfzb wjoelcbc`~ nlwj`yawncl
Jlealojg swyawj`no xaywljysenxs
Assnknbawncl cf OYK yjbawjg wjoelcbc`njs
7/21/2019 CRM initiatives in the hotel industry
10/28
Bawjsw nlnwnawnvjs nl OYK %Ecwjbnjys.
Gjvjbcx ockxyjejlsnvj `zjsw xycfnbjs fyck
yjsjyvawncl nlfcykawncl,
Gynvj `zjsw+ojlwyno gawa gcpl wc wejwyalsaowncl bjvjb" wc gjbnvjy `yjawjy vabzj wc
wej `zjsw#ozswckjys,
@jljyawj a yjabnswno xycfnbj cl wej sxjlgnl`
alg swa~ xawwjyls cf `zjsws,
7/21/2019 CRM initiatives in the hotel industry
11/28
: Vjenobjs cf OYK nl Ecwjb Nlgzswy~
Fnjbg sjbbnl`
Bc~abw~ Xyc`yaks
Gnswynizwncl Xcnlws
Pji
Oabb Ojlwjys
7/21/2019 CRM initiatives in the hotel industry
12/28
OYK xycojss aw NWO Kazy~a _ejyawcl
Nw ns gnvngjg nlwc 9 swjxs4
Ngjlwnfnoawncl cf abb Ozswckjy Yjbawnclsenxkala`jkjlw vjenobjs
Nlwj`yawncl cf wejsj Ozswckjy Yjbawnclsenxkala`jkjlw vjenobjs
7/21/2019 CRM initiatives in the hotel industry
13/28
Nlojlwnvjs wc wej ozswckjys
Pjbockj Apayg + Yjpaygnl` Yjbawnclsenxs
Pjbockj Bnlm+ Iynl` eckj wej yjpaygs
_ejyawcl Xbzs+ Wej ayw cf fnlj gnlnl` pnwe a
sxjonab jg`j
7/21/2019 CRM initiatives in the hotel industry
14/28
_wjxs nl xycojss
Oyjawj apayjljss akcl` nlwjylab ozswckjys
wcpaygs wej oclojxw" agvalwa`js alg
gnsagvalwa`js cf wej fzlowncl,
Wyanljg wc bjayl kcyj aiczw wej `zjsw alg ens
iaom`yczlg,
Nlwj`yawj wej nlfcykawncl penoe ns yjojnvjg
weycz`e wczoe xcnlws,
7/21/2019 CRM initiatives in the hotel industry
15/28
NWO Kazy~a _ejyawcl
Fnjbg sjbbnl`" Bc~abw~ xyc`yaks" Yjsjyvawncl
s~swjks" Pji & Oabb ojlwjys ayj wej kadcy
sczyojs cf gawaiasj gjvjbcxkjlw,
?:"888 kjkijys nl nws gawaiasj
Kala`jkjlw cf wejny gawaiasj as al assjw,
7/21/2019 CRM initiatives in the hotel industry
16/28
7/21/2019 CRM initiatives in the hotel industry
17/28
NWO Pjbockj @yczx
NWO ecwjbs swjxxjg nlwc wej ecsxnwabnw~ nlgzswy~
nl 1>0: alg ayj clj cf wej kcsw zxocknl`
ecwjb oeanls nl nws obass,
Lakaswj+Lcicg~ `nvjs ~cz Nlgna bnmj pj gc,
7/21/2019 CRM initiatives in the hotel industry
18/28
Gnswnlownvj iyalgs
NWO Ecwjbs
Pjbockj Ecwjbs
Fcywzlj Ecwjbs alg Yjscyws
Pjbockj Ejynwa`j
7/21/2019 CRM initiatives in the hotel industry
19/28
Cijycn @yczx cf Ecwjbs
Xba~jg a bjagnl` ycbj nl wej `ycpwe cf wej
ecwjb nlgzswy~ nl Nlgna,
Bay`jsw oeanl cf bzuzy~ ecwjbs pnwe ?8 ecwjbs nl> oczlwynjs
7/21/2019 CRM initiatives in the hotel industry
20/28
OYK Nlnwnawnvjs
Wcx Wej Cijycn Xbzs
Oclljowncls Wej Iccmjys Xyc`yak
Fccg Fjswnvabs
Wnj Zxs
7/21/2019 CRM initiatives in the hotel industry
21/28
Wad @yczx cf Ecwjbs
Wad Nlljy Onyobj
Wad Jxnozyj Xbal
7/21/2019 CRM initiatives in the hotel industry
22/28
_
akxbj Xbal
OYK _cfwpayj
7/21/2019 CRM initiatives in the hotel industry
23/28
A OYK Kcgjb
@zjsw Yjoc`lnwncl
Nlongjlw Wyaomnl`
Yaxng Yjsxclsj
Nkxycvjkjlw Alab~sns
@zjsw Ockkjlw Oayg Wyaomnl`
Yjbawnclsenx Kaymjwnl` Faonbnwnjs Kanlwanljloj
7/21/2019 CRM initiatives in the hotel industry
24/28
Gawaiasj
7/21/2019 CRM initiatives in the hotel industry
25/28
OYK Gawaiasj
7/21/2019 CRM initiatives in the hotel industry
26/28
@zjsw Yjoc`lnwncl
7/21/2019 CRM initiatives in the hotel industry
27/28
Xjysclabntjg _jyvnojs
7/21/2019 CRM initiatives in the hotel industry
28/28
Wealm ^cz