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:

Productive

Refers to the ability of an entity, be it an individual or an organization, to produce a significant amount or output from a certain amount of inputs.

Training

The process of enhancing the skills, capabilities, and knowledge of employees for the purpose of improving their job performance.

Managers

Individuals responsible for controlling or administering an organization or group of staff.

Marginal Revenue Product

The extra revenue generated by employing one more unit of a factor, such as labor or capital, holding other factors constant.