Why CRM Is Essential for the Hospitality Industry: Evolving from Guest Experience to Brand Loyalty
過去許多旅宿業者認為只要服務好、房間乾淨、價格合理，顧客自然會回來。但隨著市場競爭加劇、顧客選擇變多，「單次滿意」已不足以養成「持續忠誠」。真正能讓品牌長久走下去的，不只是服務品質，而是能記住顧客、主動關懷的能力。
The Strategic Integration of PMS and CRM: Enhancing Hotel Operations and Guest Experience
In the ever-evolving hospitality industry, hotels are under constant pressure to deliver exceptional guest experiences while maintaining operational efficiency. Integrating Property Management Systems (PMS) and Customer Relationship Management (CRM) systems is a powerful strategy to achieve these goals. This integration not only streamlines operations but also enables hotels to offer personalized experiences that enhance guest satisfaction and loyalty.