Case Study: Jumeirah Group achieves improved guest experience and increased profitability with Cendyn eInsight CRM

Jumeirah Group's success with Cendyn's eInsight CRM

Jumeirah Group, the luxury hotel company behind properties such as Burj Al Arab Jumeirah, faced the challenge of managing vast, fragmented customer data to deliver personalized guest experiences, reduce attrition and grow lifetime value. To address data accuracy, meaningful insights and cross-team commercialization, Jumeirah worked with Cendyn using the eInsight CRM platform to centralize customer records and support a data-driven CRM strategy.

Cendyn’s eInsight CRM enabled unified data standards, advanced analytics, segmentation and targeted email and package campaigns that aligned offers to customer behavior. The results included a sustained 45% average email open rate, a 93% increase in average spend per stay and a doubling of average stay nights (from 1.6 to 3.1); one weekend-targeted campaign alone lifted open rates from the mid-20s to the mid-40s and nearly doubled spend per stay.

Jumeirah Group

Abdullatif Awadh

Senior Director of CRM