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CRM как инструмент повышения эффективности маркетинговых мероприятий для отеля.

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CRM как инструмент повышения эффективности маркетинговых мероприятий для отеля. CRM как инструмент повышения эффективности маркетинговых мероприятий для отеля. Сегодня потребителей буквально забрасывают со всех сторон различными предложениями на рынке. Подумайте, как часто в течение недели Вы получаете письма или смс от бренда, на который подписаны или в чьей базе данных зарегистрированы? А сколько из них Вы на самом деле прочтете?

Еще никогда не было так сложно привлекать клиентов посредством маркетинговых кампаний, как сейчас. Существует огромное количество блогов, каждый может прочесть отзывы и рекомендации, все уже пресытились рекламой на рынке. Поэтому реагировать клиент будет только на что-то особенное, что-то такое, чего еще не было. И найти такой особенный инструмент задача не из простых.

По статистическим данным 2015 года, около 73% интернет-пользователей разочаровались в интернет-рекламе, которая привела к переходу на сайт, не имеющий ничего общего с их интересами и с тем, что было представлено в такой рекламе. После первого же захода они готовы покинуть сайт навсегда. С одной стороны, мы привлекли аудиторию и получили переход, с другой же стороны конверсия от таких посещений только ухудшится.

Какой же практический вывод из описанной ситуации должен сделать современный маркетолог отельного бизнеса? Вывод состоит в том, что теперь огромную роль играет УМЕСТНОСТЬ. И говорить нужно о сугубо индивидуальном маркетинговом подходе, который может быть спрогнозирован и качественно отработан за счет сбора данных и правильной технологии их обработки. В этом случае стать особенным маркетологу поможет CRM система.

Давайте посмотрим, как CRM система может помочь в создании самой лучшей маркетинговой кампании в 4-х ключевых направлениях:

1. Сфокусированный таргетинг.

Одна из самых сложных задач для маркетолога, это смотреть через все данные о клиентах и понимать, что подходит именно сейчас каждому из них. К счастью, программное обеспечение CRM помогает очень точно определить потенциально прибыльных клиентов, она содержит информацию о всех предпочтениях, потребностях клиентов. Это позволяет применять те меры воздействия, которые отвечают потребностям и ожиданиям конкретного клиента.

2. Сегментация.

Принято считать, что побеждают не способные среагировать вовремя, а способные предугадать. Для маркетологов это очень актуально, они должны постоянно предугадывать тенденции прежде, чем изменения станут очевидными для рынка.

Маркетологам важно сегментировать клиентов не только по общим параметрам (отрасль, возраст, работа и т.д.). Сегодня они должны быть в курсе таких фактов, как: личные симпатии и антипатии, история покупки тех или иных продуктов, реакция на электронные письма, смс сообщения, звонки и многое другое. Правильная сегментация позволяет не только улучшить маркетинговые метрики, но и повысить эффективность маркетинговой кампании, а значит и Ваш доход.

3. Персонализированный контент.

После того, как Вы выбрали на кого собираетесь направлять маркетинговое воздействие и сегментировали Вашу базу по необходимым группам, настало время персонализировать Ваши маркетинговые сообщения.

Уже более чем очевидно, что нельзя использовать фразы, указывающие на массовый маркетинг, например: «Уважаемый клиент», «Привет, друг», отправка с безликого общего ящика, или же анонимность отправителя.

Современные CRM системы позволяют обращаться в воздействиях ко всем клиентам по имени. Вы можете произвести на них впечатление, зная, с кем Вы общаетесь, что они рассматривают сегодня, и понимая специфику компании… Так Вы формируете мнение, что работаете индивидуально, выделяя именно этого клиента из всех существующих. Так Вы можете сосредоточиться не на продукте, а именно на клиенте.

4. Перезапуск кампании.

С помощью CRM Вы можете проанализировать все проведенные кампании, были ли они успешными, результативными и насколько. Это поможет сосредоточиться на тех кампаниях, у которых были лучшие показатели, и доработать их для следующего воздействия. Это серьезно поможет сократить затраты, к чему стремится любой бизнес.

Используя СRM в отеле, Вы можете взаимодействовать со всеми Вашими клиентами на более личном уровне, удивлять и радовать их, зная их интересы. Теперь у маркетологов и клиентов будет не монолог, а диалог, который поможет заработать лояльность каждого.


Категория:
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маркетинготельcrmbpm
Администратор, 09.12.2016
Источник: http://salesup-it.com/

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