Unique Customer View . Background

Within the new socio-economic situation, tourism companies are looking for anwers to some questions:

• Do I know my customer?
• How can I contact him?
• What is its affinity and its potential?
• What is the company history?
• How do I capture it? How do I have its loyalty?
• What is the LTV?

These issues have posed a challenge to several business units to achieve an integrated view of all customer information, ensuring quality and making decisions easier.
A new strategy shall be developed based on the customer and giving that information to the CRM. What should I consider in my CRM strategy? What are the variables that have an impact?

• Definition of the overall strategy of customer orientation
• Prepare the implementation of each of the initiatives, with priority planning and availability on resources and information.
• Having a centralized and standardized data repository, and a segment-oriented definition of the defined objectives in the global strategy document of customer orientation.
• Establish an action plan based on multi-defined segments and establish a loyalty scheme for high-value segments.
• Change monitoring and management: internal training and communications strategy.
• Provide initiatives with the right tools to be executed: software and hardware

Global Strategic Plan customer-oriented

• Change management Plan and quality control
• Detailed work plan for initiatives
• Customer segments and common features
• Action Plan for each defined segment
• Specific Loyalty Plan to high-value segments
• Communication Plan and awareness manuals
• Specific Training