CRM
Everything a web user does on your website is being saved to the CRM database. The CRM module is designed to create a comprehensive record of all relevant user data. Based on this data features and functionalities on your website can be fine-tuned to influence and personalize the communication towards the web user. The focus is stimulation of sales, by guiding the sales process and enhancing the customer experience throughout the whole customer life cycle. This way Customer Relationship Management creates new but also loyal customers. This database is also a valuable data source for the BI data warehouse.
The CRM module let you link visitor contact information to valuable website statistics.
The integration of the reservation system into TourWeb gives you an opportunity to fully automate pipeline and fulfillment communication by email.
Examples of implementations of these automated processes:
- newsletters with individual last minute offerings to reactivate idle prospects or bookers;
- payment confirmation mails when the travel operator receives a payment or even due payment mails;
- up-sell e-mails with additional bookable services for the specific holiday destination;
- emails with departure information and;
- welcome home review or questionnaire email.
An automated pipeline and fulfillment email implementation is a cost effective and easy way to communicate. The need for call center resources and operating costs are reduced significantly while at the same time sales are improving.
CRM profiles
Any marketing manager will tell you that he can never have enough information about your customer. TourWeb's CRM data module is designed to keep a comprehensive record of customers' personal details, click behavior, online transactions and events, account or subscription status and web 2.0 contributions.
User profiles contain all of the classical data like demographics, interests and lifestyle (user's age, gender, income and lifestyle) - supplemented by product interests that can be derived from the user's surfing behavior. A profile can hold also predictive data based on certain characteristics / customer attributes.
Customer profile data enables you to use customers' information individually or grouped as personas groups, based on similar interests and behavior (segmentation). Compelling and individual (email) marketing and website experiences can be created using such data.
The focus in e-CRM is stimulation of sales, by guiding the sales process and enhancing the customer experience.
