CRM LANDSCAPE IN GAMING & LEISURE SURROUNDING HOSPITALITY

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In October 2019 at the Gaming & Leisure Roundtable, the discussion centered around what was key and pertinent going into 2020 during the Roundtable. A lot of the needs centered around customer experience and loyalty. This is very important in order to maximize the guest experience while also keeping an eye on ongoing revenue opportunities for their facilities.

Customer Relationship Management Systems (CRMS) are a critical piece to your technology roadmap. Tracking your customer information, guest services, loyalty and marketing activities all in one place really provides a step up in maximizing your customer experience. Things like…

A property management system is limited to what it captures upon the customer’s arrival, aside from facilities and an ERP, which are more focused on the dollars and cents of things. The upside of that is you can still have those systems, bring in a CRM and gain a full 360 view of your customers. You may say, “Why another system?” or “Why should I invest additional dollars with such lean budgets?”

Here are some things to think of as you evolve your technology roadmap.

READ THE FULL ARTICLE BY Y’VONNE SISCO-ORMOND IN THE SPRING 2020 EDITION OF GAMING & LEISURE MAGAZINE.

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