Ben is responsible for managing the customer satisfaction of Hampton Inn motel guests. Ben is currently analyzing the customer relationship management (CRM) program at Hampton Inn and is contemplating where he should begin making changes. Which of the following would be the beginning of a CRM program, and therefore the area Ben should consider first?
A)communicating with current customers via Facebook.
B)offering new types of hotel rooms for frequent guests.
C)expanding the number and locations of Hampton Inns.
D)providing information to customers through the web, Facebook, or in person.
E)increasing the promotion budget with a new sweepstakes for frequent customers.

Question

Quizplus · Accepted Answer

The beginning of a CRM program would involve providing information to customers through various channels such as the web, Facebook, or in person. This would help to establish a relationship with customers and ensure that they are aware of the services and amenities provided by Hampton Inn. Communicating with customers through Facebook or increasing promotion budgets can come later in the CRM process, after the foundation has been established. Offering new types of hotel rooms or expanding the number and locations of Hampton Inns would not fall under the category of CRM, as these are more operational considerations.

Ben Is Responsible for Managing the Customer Satisfaction of Hampton