1. Mobility & Accessibility from anywhere; CRM marina management software as wearable technology is a must have. Trend is to provide as much functionalities and services as possible through mobile device, not only general services, but also individual, for example that boater can order a bottle of champagne on arrival etc.
2. Self-service CRM: appropriate ratio self-help vs. staff-help; today's boaters are not just ready for self-service but they actually prefer to use it over other forms of support. User-friendly, optimized & digital self-service improves customer experience.
3. Digitalization & Automation of processes and services in marina at the greatest extend possible. Therefore marina staff has more time for added value activities. By the time marina staff makes their first personal touch, the boater is already warmed up.
4. Customer Experience (CX):
- focus on the customer,
- understand customer profile & journey,
- operationalize customer journey,
- empower staff - every individual employee.
5. Reliance on Data; management reports and predictive analytics are taking center stage enabling marina management complete overview of customer data, history & future reservations and customized specific reports & analytics, which allows management to forecast marina situation and customer behavior in certain times of the year.
6. CRM Artificial Intelligence enables marina management team not only to meet the needs of customers but also predict what paint points they have. Marina Management team can get real-time information about customer's preferences, interests, behaviour and much more.
7. One System to rule: ERP & CRM integration is the only way all marina management, marina stafff and boaters can be on the same page and actively cooperate. It is a key to well-coordinated, optimized and efficient work and improved customer-marina relationship.
Marina Master team will share more knowledge & experience at The Docks Expo 2022 conference in Nashville, USA, where Tone and Vesna will have education session on December 7th 2022 on topic Taking the Leap - How CRM improves Customer Experience.