Question

​John is the new manager of customer relations for Holiday Inn Express. A main part of his job is creating a new program to analyze the customer relationship management (CRM) program of the company. Which of the following measures represent the scope of a CRM program, and therefore the area John should consider first?

Group of answer choices

​increasing the promotion budget with a new sweepstakes for frequent customers.

​offering new types of hotel rooms for frequent guests.

​expanding the number and locations of Hampton Inns.

​providing and tracking the usage of information sent to customers through the web, Facebook, or in person.

"likes" on Facebook.

Answer 1

Providing and tracking the usage of information send to customers through the web , Facebook or in person.

( Customer relationship is of paramount importance to a business organisation. Customer relationship management involves putting the needs of the customer first. So a customer relationship program must focus on the wants to the customer. Effective communication should be established with the customer. As a first step to achieve this goal, John should consider providing and tracking the usage of information sent to customers.)