Ben Is Responsible for Managing the Customer Satisfaction of Hampton

question 82

Multiple Choice

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 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 new sweepstakes for frequent customers

Understand the purpose of mass customization in HR and its impact on employee retention.

Identify internal and external human resource supply sources and their significance.

Recognize the reasons for giving preferential consideration to internal HR supply.

Understand the concepts and costs associated with human capital acquisition and worker replacement.

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Definitions:

Annually

Occurring once every year, often used to describe events or measurements that are taken or occur once per year.

Maturity

In finance, maturity is the time at which the principal amount of a bond, loan, or other debt instrument becomes due and payable.

Annualized Yield

The yearly return on an investment, expressed as a percentage, accounting for compounding interest.