URDANETA CITY

UNIVERSITY
Owned and operated by the City Government of Urdaneta

DIOSAY, CHELZEYA A.

(FINALS) ACTIVITY 1

1. Define customer relationship management.

ANSWER:

Customer relationship management (CRM) is a technology that organizes all of your

business's interactions and relationships with current and potential clients. Improving

business relationships is the simple objective. Companies can improve profitability,

process efficiency, and client retention using a CRM system.

2.  What are the benefits of using CRM in the hospitality management.

ANSWER:

✓ Encourages Customer Loyalty

- CRM helps you analyze your old based system data and gives you a fair idea of what

did not work for you. The software also helps you understand what your customers

actually prefer when they’re being served.

✓ Track Room & Banquet Occupancy

- CRM will give you quick access to your hotel inventories, and room and banquet

occupancies. This helps you provide your customers with instant and better services.

✓ Tracking Sales
- Tracking growth and taking corrective measures based on the results becomes easy.

Since all your business data is recorded on the software.

✓ Customer Service

- CRM software can help you cater better to your customer queries and complaints. Be

it third-party sites or your own website, you can instantly revert back to the requests

and complaints made by your customers. You can also get all the reviews and

feedbacks of your customers in one place and auto assign the tasks to respective

departments to keep your customers happy.

✓ Schedule Follow-ups & Reminders for Employees

- Using CRM you can set reminders for employees regarding meetings and follow-ups.

The system automatically notifies the person assigned for a particular task.

3. Explain customer service in the hotel industry.

ANSWER:

Customer service in hotels refers to the attention given to visitors before, during, and

after their stay. Hotel customer training is a crucial component of a hotel's customer

service plan because hotels largely rely on repeat business and positive word-of-mouth

advertising.

4. What are the advantages of customer relationship management?

ANSWER:
✓ Better customer service

- A CRM manages all of your contacts and gathers important customer information –

like demographics, purchase records and previous messages across all channels – and

makes it easily accessible to anyone in your company who needs it.

✓ Increased sales

- A CRM helps you establish a step-by-step sales process that your employees can rely

on every time and that you can easily tweak as issues arise.

✓ Improved customer retention

- The CRM will provide sentiment analysis, automated ticketing, customer support

automation and user behavior tracking to help you determine problems and quickly

address them with your customers.

✓ Detailed analytics

- Allow you to judge the success of a marketing campaign and optimize accordingly. 

✓ Higher productivity and efficiency

- Ensure that no tasks slip through the cracks.

✓ Centralized database of information

-  This saves your employees the time of digging through old files and records, and it

makes for a better and more productive experience for the customer.

✓ Managed communications with prospective leads

- A CRM automatically manages the process, sending your employees alerts when they

should reach out to the prospect and tracking every interaction, from emails to phone
calls.

✓ Improved customer segmentation

- A CRM will automatically segment your contact lists based on your criteria, making it

easy to find the ones you want to contact at any given time. You can sort contacts by

location, gender, age, buyer stage and more.

✓ Automated sales reports

-   can easily collect and organize data about prospective and current customers using

the CRM software’s dashboard and reporting features. CRM can also help your team

members evaluate their performance, track their quotas and goals, and check their

progress on each of their projects at a glance.

✓ More accurate sales forecasting

- Using the automated sales reports in CRM software, you can identify key trends and

get an idea of what to expect from your future sales cycle performance, while adjusting

your goals and metrics to suit those projections.

✓ Streamlined internal communications

- CRM makes it easy to see how other employees are speaking with a potential

customer, which helps your team maintain a unified brand voice.

5. Explain the two Performance Measures of Supply Chain Management. 

ANSWER:

QUALITATIVE MEASURES - such as customer satisfaction and product quality.

QUANTITATIVE MEASURES - such as order-to-delivery lead time, supply chain response

time, flexibility, resource utilization, delivery performance, etc.