酒店业CRM和客史数据管理发展现状与未来趋势.pdf
The State of CRM and Guest Data Management CRM * h2c2020 12 2009 CRS CDP CRM CRM CRM CRMCRM h2c CRM 1 CRM 2 3 CRM CRM1. 2. CRM CRM CRM 3. CRM CRM CRM CRM CRM4. CRM PMS 5. CRM 80% 2% CRM CRM01CRM CRM CRM CRM VIPs 1 7 32 45 46 29 3 4 13 1 1 2 VIP 1 * 65 CRM CRM CRMCRM 022 CRM CRM 20 21 25 39 42 CRM CRM CRM CRM 2 * CRM 84 CRM3 * CRM 54 3 14 18 21 24 25 28 34 PMS CRM 2 8 8 8 6 11 13 7 6 5 10 10 7 1 2 4 2 3 2 1 1 1 1 1 1 1 CRM4 * 59 CRM 44 CRM 15 4 CRM 39% 54% 5% 2% CRM CRM 80% 20% CRM CRMETL BI / /KDS CRS MICROS/INF RASYS/HERO XMS SUN AC MC DW DM PICC HRMS SPA SDP KDI (IaaS) Elle Liao | | | 0 1 40 demoCRM 03CRM CRM CRM 5% 10% 15% 20% 25% 30% 40% 45% 50% 60% 65% 70% 75% 80% 90% 95% 100% 20 18 16 14 12 10 8 6 4 2 0 12 24 5 CRM * CRM 42 CRM CRM CRM 12 70% 50% 24 41% 5 CRM CRM CRMCRM 84% 19% 6 6 84% 16% CRM Yes No 19% 81% CRM CRM CRM0452% PMS CRM 37% 35% CRM CRM PMS 12% h2c 12% CRM29% 52% 9% 9% 35% 37% 9% 6% 12% CRM PMS CRS 7 CRM * 45 vs 38 28% 42% PMS CRM Spa 8 * CRM 54 2% 10% 6% 13% 11% 11% 10% 19% 15% 24% 30% 17% 26% 35% 28% 7% 22% 9% 7% 9% 50% 41% 40% 30% 28% SpaBI BI / /CRM 0580% CRM 9 CRM CRM AI 82% 12% 4% 2% 80% CRM 2% CRM 2023 CRM IT CRM 350 * CRM 49 9 CRM CRMCRM 2/3 CRM COO CMO 1/3 2 10 COO 27% 17% h2c CRM CRM * CRM CRM 24% CMO21% CIO11% 10 CRM CRMCRM CRM CRM62 25 11 CRM h2c 85 CRM IT CRM 85 5,000 774,000 68% 44% 40% 6% 43% 48% 22% 13% 12% 11 85 5047 774,194 * 8529 91,000 60% 200,000 600,000 60-70% 10000+ 50000 500Your technology is our guest
