Case Study Questions CRM Course (1).docx - Case Study and Groups CRM Case Groups Hilton Hotel Brand differentiation through CRM Rosewood Hotels and

Case Study Questions CRM Course (1).docx - Case Study and...

This preview shows page 1 - 3 out of 10 pages.

Case Study and Groups: CRM Case/ Groups 1 2 3 4 5 6 7 8 9 Hilton Hotel: Brand differentiation through CRM Yes Yes Yes Rosewood Hotels and Resorts: Branding to increase customer profitability and life time value Yes Yes Customer profitability and CRM at RBC Financial Group Yes Yes CRM at Capital One Yes Yes Harrah Entertainment Inc. Yes Yes Starbucks loyalty reigns Yes Yes Siemens AG: Key account management Yes Yes Alpen Bank: Launching the credit card in Romania Yes Yes Citi Bank: Launching credit card in Asia Pacific Yes Yes Case Study 1: Hilton Hotel: Brand Differentiation through CRM Q1. What is relevance of customer relationship management (CRM) in Hotel business? Q2. What is Hilton’s core business? Q3. State your views about the evolution of CRM in hotel industry? Conduct an interview with a person associated with Hotel industry regarding application and use of CRM?
Image of page 1
Q4. What parameters will you use to evaluate the CRM initiatives? Q5. What is implications of various concepts of relationships in the context of Hilton Hotel? Q6. How will you evaluate the efficiency of call center? State your views about the role of call center in customer contact management?
Image of page 2
Image of page 3

You've reached the end of your free preview.

Want to read all 10 pages?

  • Summer '14

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern

Stuck? We have tutors online 24/7 who can help you get unstuck.
A+ icon
Ask Expert Tutors You can ask You can ask You can ask (will expire )
Answers in as fast as 15 minutes
A+ icon
Ask Expert Tutors