Ben Is Responsible for Managing the Customer Satisfaction of Hampton

question 117

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 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.

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Definitions:

Mikhail Gorbachev

The last leader of the Soviet Union, serving from 1985 until its dissolution in 1991, known for his policies of glasnost (openness) and perestroika (restructuring).

Socio-Economic Problems

Issues that affect individuals and societies, stemming from the interaction of social and economic factors.

Soviet Union

A former federal socialist state in Northern Eurasia that existed from 1922 to 1991, known for its role in global political, military, and economic affairs.

Memory Storage

The process by which information is encoded, stored, and retained in the brain for future use.