Brayden is responsible for managing the customer satisfaction of Hilton. Brayden is currently analyzing the customer relationship management (CRM) program at Hilton 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 Brayden should consider first?

Question

Quizplus · Accepted Answer

Providing information to customers through the web, Facebook, or in person is the beginning of a CRM program. This allows Hilton to communicate with customers, gather information about their preferences and needs, and personalize their experience. This is the foundation for creating a strong relationship with customers and improving their satisfaction. The other options may be important for a CRM program, but they build on the foundation of communication and customer information.

Brayden Is Responsible for Managing the Customer Satisfaction of Hilton