The Ritz-Carlton Hotel Chain Is Renowned for Its Service and Individual

question 136

Multiple Choice

The Ritz-Carlton hotel chain is renowned for its service and individual treatment of its customers.All service staff and employees have note pads and are taught to record every little piece of information they learn about a customer.If a business traveler ordered soft pillows,only wanted martinis in his mini bar,and needed access to a fax machine,he would find all of these amenities in his room when he arrived.The Ritz-Carlton is basing its CRM on which of the following trends?

• A) Time Savings
• B) Personalization
• C) Loyalty marketing
• D) Technology
• E) All of these

---

Definitions:

Net Present Value

A method used in capital budgeting to evaluate the profitability of an investment or project by calculating the difference between the present value of cash inflows and outflows.

Cost Recovery

The process of recuperating the expenses incurred on an asset through depreciation deductions or when the asset is sold.

Profitability Index

A financial metric that measures the relative profitability of an investment by dividing the present value of future cash flows by the initial investment cost.

Present Value

Present value is the current worth of a future sum of money or stream of cash flows given a specified rate of return.