Proposta de implementação de um sistema de gestão de relacionamento com o cliente (CRM) no alojamento do Inhambane Hotel Escola

Abstract

Currently, customers are no longer just looking for a service or product; they want them to be personalized.

In a highly competitive sector like tourism, companies are forced to differentiate themselves from the rest. To do so, companies tend to use Relationship Marketing to create a closer relationship with their customers. Allied to Relationship Marketing is Google Forms as an aid to companies in ensuring service personalization through relationship marketing strategies. Through this system (CRM), companies can determine their best customers, thus enabling them to develop appropriate offers and maintain healthy communication with them. This project was developed at the Inhambane Hotel Escola (IHE), a company in the hotel industry that provides accommodation and catering products and services. Thus, the development of this project involves planning a CRM system to help the organization improve its performance with its customers.This project proposes the implementation of a customer relationship management system at IHE, aiming to optimize internal and external processes for operational excellence. The main objective is to develop a customized customer relationship management (CRM) system for the Inhambane Hotel School, aiming to efficiently optimize internal and external processes, promoting improved communication, customer satisfaction, and operational efficiency, thus contributing to the overall improvement of hotel management and providing a superior experience for customers and employees.(TRADUÇÃO NOSSA)