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:

Total Revenue

The overall amount of money generated by a firm from its sales activity, reflecting its business performance.

Demand Curves

Graphical representations showing the relationship between the price of a good or service and the quantity demanded by consumers at those prices.

Midpoint Method

The midpoint method is a technique used in economics to calculate the elasticity of a variable with respect to another, using the midpoint between two points on a curve to avoid bias from using either endpoint.

Absolute Value

A numerical value without regard to its sign, symbolized as |x|, representing the distance of a number on the number line from the origin.