Retain your customers – Build a relationship & keep them coming back

The best customer is a repeat customer. Studies show that it takes five times more investment to win a new customer than it takes to continue generating revenue from an existing customer. Five times!

How much do you invest in customer retention? How much more revenue could you earn if the majority of your customers regularly returned to your website and your hotel?

Fortunately, with the right system in place,

customer retention

is pretty simple. But what’s the right system? The answer is Electronic Customer Relationship Marketing or e CRM.

What is electronic Customer Relationship Marketing (e CRM)?

Electronic Customer Relationship Marketing (e CRM) is the use of electronic and Internet technologies to manage and enhance your relationship with your customers – to build customer loyalty and increase repeat purchases.

The most common electronic Customer Relationship Marketing (e CRM) technologies (and those that are included in our e CRM package) are:

  • » SMS - For example, SMS your customer the day before they’re due to arrive:
    “Dear Bob, we look forward to welcoming you to ABC hotel tomorrow. If you need any assistance with directions to the hotel please call us toll free on 180000000.”
  • » e-Postcard - For example, send an e-Postcard to your guest three days after check-out: “Dear Bob, Thank you for staying at ABC hotel. We look forward to welcoming you again in the near future. Visit www.ABCHotel.com and add us to your favourites, to make booking your next stay a breeze.”
  • » Monthly e-newsletter - For example, promote your special offers for the coming month: “Dear Bob, Thinking of travelling in September? Check out these great accommodation specials at www.ABCHotel.com.”


Hotel Internet Marketing’s electronic Customer Relationship Marketing (e CRM) package incorporates the tools you need to turn past customers into existing customers. Cost effective tools that will keep them coming back to your website and keep them coming back to your hotel.

To find out how e CRM can dramatically enhance your hotel’s customer retention, contact us now