Author:
Evaluation:
Published: 13.06.2011.
Language: English
Level: College/University
Literature: 6 units
References: Used
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 1.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 2.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 3.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 4.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 5.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 6.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 7.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 8.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 9.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 10.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 11.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 12.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 13.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 14.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 15.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 16.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 17.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 18.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 19.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 20.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 21.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 22.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 23.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 24.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 25.
  • Research Papers 'Customer Relationship Management: Hilton Hotels', 26.
Table of contents
Nr. Chapter  Page.
  Introduction    4
2.  What is CRM    5
1.1.  CRM Process    5
1.1.1.  Collecting customer data    5
1.1.2.  Analyzing the customer data and identifying target customers    6
1.1.3.  Developing CRM programs    7
1.1.4.  Implementing CRM programs    7
1.2.  Loyalty Programs    7
3.  CRM’s Importance During the Economic Recession    9
4.  CRM in Hotel Business    11
5.  Hilton Hotels    12
1.3.  Hilton HHonors Program    12
1.4.  Customer-Service Technology    13
1.5.  Customer Centricity    14
1.6.  Sustainability    14
1.7.  Employees    15
  Bibliography    16
Extract

What is CRM
Customer Relationship management is an enterprise approach to understanding and influencing customer behavior through meaningful communication in order to improve customer acquisition, customer retention, customer loyalty, and customer profitability. CRM’s goal is to increase the opportunity by improving the process to communicate with the right customer, providing the right offer (product and place), through the right channel, at the right time1.
1.1.CRM Process
Customer relationship management (CRM) is iterative process that turns customer data into customer loyalty through four activities:
1.Collecting customer data;
2.Analyzing the customer data and identifying target customers;
3.Developing CRM programs;
4.Implementing CRM programs2.…

Author's comment
Atlants