A business traveler joined the Starwood Preferred Guest Program in order to earn points each time he stayed overnight in a Westin or Sheraton hotel.Once he has accumulated enough points,he can trade his points in for a free night's stay.As a member of this program,the traveler receives periodic updates on new hotels and learns of ways to earn additional points.This is an example of:
A)customer relationship management.
B)entropy.
C)the 80/20 principle.
D)customer valuation.

Question

Quizplus · Accepted Answer

This scenario is an example of customer relationship management (CRM), which is the process of managing interactions and relationships with customers to enhance customer satisfaction, loyalty, and profitability. By joining the Starwood Preferred Guest Program and earning points for his stays, the business traveler is building a relationship with the hotel brand and is more likely to return in the future. The periodic updates on new hotels and ways to earn additional points further enhance the relationship and increase the likelihood of future business.

A Business Traveler Joined the Starwood Preferred Guest Program in Order