You had a great year 2016? Your sales went up? Your customers have nothing but great feedbacks about their experience of booking their vacations in your company? Now, the question that arises is: How do I use my Customer Relationship Management Software to improve last year’s numbers? How do I keep growing my business?
No matter the size of your business, you should be capable of answering the following questions using the data collected in your Customer Relationship Management (CRM) or Enterprise Resource Planning (ERP) software:
- Why did you customer used your services?
- How often your clients books similar services?
- Do you know the category of service your consumers commonly reserves?
- What your customers thinks about your company?
- How much your client knows about your company and your services?
Why did you customer used your services?
Was your customer celebrating an occasion? Were they on a business trip? Went they on vacations?
It’s very important to know the context of the reservation. That’s one of the main modules of a Customer Relationship Management (CRM) software. This module is called Leads Management.
Using this module you will be able to know the potential business your company is facing. Also, you could classify your consumers and personalize the service you offer them, but, this is only possible if you capture as much information you can about them.
How often your clients books similar services?
Do you know how engaged are your customer with your company?
If you want to be the first in presenting an attracting offer to your clients, you need to properly identify and anticipate the moment they plan to buy similar services.
Sales management module gives you the historic sales data that allows your business to predict when sales could occurs.
Do you know the category of service your consumers commonly reserves?
Sales Management module also allows you to verify the category of services that your consumers frequently books. It also helps you identify a pattern of services that they usually buy.
CRM’s allows your sales force to sale smarter showing information that otherwise could be hidden. This kind of data will allow you to differentiate between a hot lead and a cold lead.
What your customers thinks about your company?
It is easier for service providers to know how their customers feel about the services rendered because they have a direct impact on their experience. For travel agencies and online tour operators (OTA’s) is a little more difficult considering the impact the business make is less after they have closed the sale.
It is needed a constant communication especially after client has used the service to rate and qualify the supplier, the travel agency or tour operator. But, is even more important to establish a feedback mechanism where all the stakeholders gather the information they need to improve constantly.
How much your client knows about your company and your services?
Now is more difficult than ever to get the attention of your possible clients, so the quality of the communications you sent is vital. Thats why is so important that email content must appeal to your consumers and must reflect the type of services they will usually book. Thus, email or SMS marketing must be customized to reflect the interests of each possible client.
Data is now the key to bring back the attention that businesses normally offered to their customers in person. Customer Relationship Management and Enterprise Resource Planning software are one of the principal tools of gaining the performance that your enterprise needs but at the same time offering your clients a human touch to your online business.