🧠 Mastering the CRM
👋 Welcome to Mastering the CRM!
Here you’ll learn how to create targeted campaigns, segment your audience, manage consent, and measure results — everything you need to build meaningful guest relationships with Bookboost’s CRM.
🎯 1. Defining Campaigns: Journey vs Broadcast
🎥 Video: Journey vs Broadcast (~4 min)
👉 Try it yourself:
- Choose a real-life case (e.g. pre-arrival reminder)
- Decide: Journey or Broadcast?
- Create the campaign (and save it as inactive/draft).
⚡ Pro tip: Broadcasts work best for promotions, Guest Journeys for lifecycle communications.
⏰ 2. Timing & Triggers
🎥 Video: When (Triggers & Timing) (~1 min)
👉 Try it yourself:
- Create a trigger for “1 day after check-out”
- Add a delay or offset (e.g. send at 10 AM local time).
💡 Pro tip: Right timing = higher open rates. Ask yourself: “when is the best moment to receive this?”
📝 3. Message Templates (What)
🎥 Video: What (Message Templates) (~9 min)
👉 Try it yourself:
- Build a “Welcome to your stay” email
- Add at least 2 Tokens and an Image
- Preview the message.
⚡ Pro tip: Short + personalized beats long + generic. Pro tip 2: Whatsapp > SMS > Email
👥 4. Audience Segmentation (Who)
🎥 Video: Who (Audience Definition) (~11 min)
👉 Try it yourself:
- Build a segment: “Returning Guests in the last year that stayed >3 nights”
- Exclude “Families”.
💡 Pro tip: Creating Guest Personas can help define the Segments (otherwise start with an easy Direct vs OTA)
🏁 5. Campaigns 101 in less than 30min:
- ▶️ Journey vs Broadcast (~4 min)
- ▶️ When (Triggers & Timing) (~1 min)
- ▶️ What (Message Templates) (~9 min)
- ▶️ Who (Audience Definition) (~11 min)
👉 Try it yourself:
- Identify whether your next campaign should be a Journey or a Broadcast.
- Pick the trigger you could use (e.g. “2 days before arrival”).
- Draft a mini welcome email template using a guest name token.
- Send youself a test Email
💡 Pro tip: Journeys are perfect for automating guest touchpoints.
⚙️ 6. Advanced Options
🎥 Video: Advanced Campaign Options (~3 min)
👉 Try it yourself:
- Add an English + Spanish template
- Set a condition: only send if consented to email.
⚡ Pro tip: Always preview with guest data before going live.
📊 7. Reporting & Analytics
🎥 Video: Tracking Campaign Performance (~4 min)
👉 Try it yourself:
- Check one campaign’s report
- Identify the message with highest and lowest engagement
- Write 1 improvement idea.
💡 Pro tip: Test, measure, iterate.
✅ 8. Consent Management
🎥 Video: Managing Guest Consent (~7 min)
👉 Try it yourself:
- Create a Consent Form
- Try to add it to a test message via the appropriate Token.
⚡ Pro tip: Better to skip a message than break trust.
🎥 9. Deep Dives & Long Format (Optional)
Want to see the bigger picture? Watch these longer formats & Edge cases videos:
- CRM training - Open Session (~53 min)
- Triggering Event and Time of Day (~2 min)
- Multiple templates and Publishing (~1 min)
🧪 10. Practical Test
Scenario: You are setting up a pre-arrival + post-stay campaign for returning guests.
👉 Your tasks:
- Define type: Decide which parts are Journeys vs Broadcasts.
- Set triggers: Pre-arrival (2 days before), post-stay (1 day after check-out).
- Build templates: email + SMS using tokens.
- Segment audience: Create and use the Audience.
- Add condition: Only send if email consent is given.
🔥 Challenge mode: Add multiple languages and Tweak the Audience 🎥 Playlist of all the video material of the course
✨ And that’s it! You’ve now completed the Mastering the CRM course path — short videos, practical exercises, and a real-world scenario to practice end-to-end campaign building.