Luke Rommens, The Netherlands
At the NHTV University of Applied Sciences - Academy of Hotel Management we work with the so called 'CRM-7-18 methodology'. CRM-7-18 focuses on the philosophy that long term loyalty and commitment should determine the managerial agenda again, rather then the short-term satisfaction and financial gain.
The CRM-7-18 model aims to make interactivity with guests more meaningful by individually recognizing, knowing, addressing and serving of guests.
18 refers to the functional steps that organisations take when implementing CRM-7-18 in their operations, 7 to the critical factors also roles - or even roadblocks - (content, relationship, IT, privacy, change, performance, strategy) that need optimisation throughout and after implementation.
For more information you can contact me.