Implementation of CRM System in HoReCa: case of Planeta X

Abstract

Based on the rapid growth of businesses in the HoReCa field and the constant growing competition, small and medium-sized businesses need to regularly evolve to have a constant influx of customers and increase their profits. Since customers are the key component of income for businesses in the HoReCa industry, it is very important to be able to build long-term relationships. In this study, we will look at how implementing this system will whether increase or decrease the level of loyalty, satisfaction, profitability and revenue of the establishment Planeta X. This study includes a financial statement audit and surveys with a total of 40 different customers. The study found that implementing this type of system in a restaurant organization serves as an excellent supplement and helps to improve the above-mentioned metrics.