on Hilton HHonors PENDAHULUAN Hilton Hotel merupakan gabungan dari Hilton Hotels Corporation ( HHC) yang berpusat di Beverly Hills California dan Hilton International (HIC) yang berpusat di London. Hilton adalah salah satu jaringan terbesar di industri perhotelan dunia dengan faktor utamanya adalah chain brands, yang meliputi pelayanan reservasi, operasi penjualan lapangan, administrasi program loyalti dan manajemen properti hotel. Hilton mempunyai total 492 hotel dengan kapasitas 154
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¿Cuál es el core business de Hilton? El core del negocio de Hilton es claramente el hospedaje de personas pero también su cadena de hoteles que figuran con diferentes nombres que les permite abarcar diferentes localidades de una ciudad o país, permitiéndole manejar diferentes precios y gustos de los clientes, haciéndose una gran compañía de hospitalidad donde su negocio gira en torno a los huéspedes y su comodidad con el lema "Los clientes realmente importan", que a su vez se convierten en clientes
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Marriott Corporation Marriott International is the current leader in the hotel/lodging industry. Founded in 1927, by J Willard Marriott, and his wife Alice, it had its beginning as the first A&W Root Beer franchise. By 1957, Marriott made a historic move into the hotel industry, opening their first hotel in Arlington, Virginia, under the management of their son, Bill Marriott. (Marriott International, 2015). Between 1957 and 1985, the Marriott Corporation had expanded into Mexico, began
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Readings CIDCM Hilton Hotels: Brand Differentiation through Customer Relationship 2002 Hilton launched a CRM (“Customers Really Matter”) strategy, which was focused on improving service delivery consistently across the family of Hilton brands. After rapidly expanding since 1919, starting 1964 Hilton started diversifying their business by expanding into casinos and vacation ownership. 2005 Hilton bought back Hilton International and kept expanding “We need scale and breadth to be
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A company is (morally) allowed within the legal framework to gain unlimited access to consumer’s privacy for the use of customer loyalty programmes. As a consumer, loyalty to a company is largely based on trust. We expect the company to not abuse it. Firms have the responsibility of delivering quality- this refers both to the product that they deliver, and the customer relations – in order to maintain loyalty. In order to achieve this, customers expect their private information to be kept
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Questions for Cases All groups need to prepare the PPTs and groups for presentations will be selected during the sessions 1. Infosys’s Relationship Scorecard 1. How does Infosys’ customer-centric organization compare with that of other companies? What challenges does this organization try to address? What tensions do these challenges create, and how does Infosys deal with them? 2. What is the role of the RSC in a customer relationship? What does an RSC offer that is not already contained
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How IT has enriched User experience! How often would one imagine if his/her car were to be modified to have a comfortable long drive? Or how nice it would be to have the same room reserved for you when you revisit a hotel? More often, customers do care about specific aspects of a product or service in order to have a pleasant user experience. The next obvious question would be simple; how would it be possible to maintain such minute details consistently? Is there a way around? Yes, there is an answer
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a) Define customer relationship management (CRM) systems. Customer relationship management (CRM) entails all aspects of interaction that a company has with its customers, whether it is sales or service-related. While the phrase customer relationship management is most commonly used to describe a business-customer relationship (B2C), CRM systems are also used to manage business to business to business (B2B) relationships. Information tracked in a CRM system includes contacts, clients, contract wins
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Using Information Systems to Achieve Competitive Advantage In almost every industry you examine, you will find that some firms do better than most others. There's almost always a stand-out firm. In the automotive industry, Toyota is considered a superior performer. In pure online retail, Amazon.com is the leader. In off-line retail Wal-Mart, the largest retailer on earth, is the leader. In online music, Apple's iTunes is considered the leader with more than 75 percent of the downloaded music market
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practice of CRM derived from research and applications across businesses. These concepts and applications from real life case studies will help identify opportunities, which can be successfully implemented for long term profitability. Pedagogy – The teaching methodology will include a mix of lectures, discussions of pre-readings, presentations by practitioners, exercises and case analysis. The cases are integrative in nature but will also help develop an appreciation of specific elements of CRM. Group
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