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Omnichannel CRM without channel chaos
Unify ecommerce, group sales, and marketplace demand so reps have one view of every customer.
Channel sprawl makes it hard to know who your best customers are. A clean CRM strategy starts with consolidating signals, not adding more tools.
Map the demand sources
- Direct web bookings with first-party data
- OTA and marketplace traffic with attribution preserved
- Group and corporate accounts with contract terms and blackout periods
Clean up the pipeline
- Normalize lead sources into one lifecycle with clear stages
- Auto-enrich contact and company records with reservation history
- Use playbooks for common scenarios: reactivations, upsell offers, retention saves
Keep support and sales in sync
- Pipe support tickets into CRM timelines so reps see friction before they call
- Share revenue targets by channel to avoid competing discounts
- Run QBRs with cohort views: new vs repeat, channel vs margin
When every channel is visible and searchable, teams stop guessing and start prioritizing the right follow-ups.