Report on Project Management - Implementation of CRM in Hospitality Industry

Running head: REPORT ON PROJECT MANAGEMENT
REPORT
ON
PROJECT MANAGEMENT
Name of the Student
Name of the University
Author Note:

PROJECT MANAGEMENT1
Project title: Implementation of CRM in Hospitality Industry
The application of CRM into the hospitality industry will help the hospitality industry to
enhance their sales as well as the customer satisfaction. As CRM is such management tool that
effectively retain the customer that improves the profitability and value of their business (Sota,
Shaudhry & Srivastava 2020).
Stakeholder Identification:
The stakeholder present in the hospitality industries are mentioned on the below list-
 Investor – will provide the financial support to this project.
 Manager- will provide detail information about their organization.
 Procurement Agencies- will assist in planning process.
 Project Manager- will help to develop and implement the approached project into the
infrastructure of the organization.
Apart from the above identification all of the stakeholders has their own interest from this
project however, the primary objective is to retain customer satisfaction as well as to increase the
business value of the respected hospitality industry (The BCFA. 2020).
Project Objective:
One of the primary objective of this project is to improve the relationship between the
customers and the service providers. This approach will help to build a strong relationship with
the customers which will promote the growth of their services. According to studies in the
hospitality industry staffs and the customers are the key assets that holds a major impact on the
success of the nominated industry (Law et al., 2018). Thus, it will be very effective to implement
CRM that will help to enhance the customer loyalty as well as business revenue.

PROJECT MANAGEMENT2
Along with the enhancement into marketing strategies has highly effected by the adoption
on Customer Relationship Management (CRM). Thus, adoption of CRM into the hospitality
industry is highly effective.
Targeted Audience:
As the name suggest CRM mostly targets the customer as the primary objective of this
management tool is to manage relationship with the customers with an advance approaches.
While analyzing the working strategy of CRM it is identified that it analyses the preferences and
the dislikes of the customers and followed by which it is then offer most relevant services to its
customers that helps to enhance the customer satisfaction as well. Making allowance to this
concern it is identified that CRM is not only a mediator between the customers and the service
providers but it is also one of the essential part of the advertisement department. Thus, it can be
stated that Customer Relationship Management CRM will surely impress the customers with the
help of its customized services (Mandić, Valiček & Skelin 2016).
Relationship between project and organizational objectives:
Followed by the above discussion it is identified that in the hospitality industry customer
satisfaction is very important that helps to enhance the business value of a hospitality industry.
Considering this objective of hospitality industry it is identified that the adoption of Customer
Relationship Management CRM has also intended to enhance the customer services by
improving the relationship between the customers and hospitality organization. Making
allowance to this concern in can be stated that as the nominated industry has intended to adopt
Customer Relationship Management CRM it will be very effective to address the primary
objective of this industry (Chetioui, Abbar & Benabbou 2017).