Using big data from Customer Relationship Management information systems to determine the client profile in the hotel sector

Abstract

Client knowledge remains a key strategic point in hospitality management. However, the role that can be played
\nby large amounts of available information in the Customer Relationship Management (CRM) systems, when
\naddressed by using emerging Big Data techniques for efficient client profiling, is still in its early stages. In this
\nwork, we addressed the client profile of the data in a CRM system of an international hotel chain, by using Big
\nData technology and Bootstrap resampling techniques for Proportion Tests. Strong consistency was found on the
\nmost representative feature of repeaters being traveling without children. Profiles were more similar for British and
\nGerman clients, and their main differences with Spanish clients were in the stay duration and in age. For a
\nvacation chain, these results suggest further analysis on the target orientation towards new market segments. Big
\nData technologies can be extremely useful for analyzing indoor data available in CRM information systems from
\nhospitality industry.