Hilton Case

of 17
All materials on our website are shared by users. If you have any questions about copyright issues, please report us to resolve them. We are always happy to assist you.
Information Report
Category:

Documents

Published:

Views: 143 | Pages: 17

Extension: PDF | Download: 1

Share
Description
Hilton Hotels – Brand Differentiation through Customer Relationship Management 3/18/12 Introduction ã Hilton Hotels Corp. Customers satisfaction - problem is taken care of by hotel staff and the flawless stay. Late 2003, Hilton spent a whooping $50 Million on a customer information system. The customer information system – OnQ. Part of 2 year old customer relationship management strategy. “Reason for being”, “100% percent customer satisfaction” and “Customer really matter” – Hilton Hotels Co
Tags
Transcript
  3/18/12   Hilton Hotels – Brand Differentiationthrough Customer RelationshipManagement  3/18/12   Introduction ã Hilton Hotels Corp. ã Customers satisfaction - problem is takencare of by hotel staff and the flawless stay. ã Late 2003, Hilton spent a whooping $50Million on a customer information system. ã The customer information system – OnQ. ã Part of 2 year old customer relationshipmanagement strategy. ã “Reason for being”, “100% percent customersatisfaction” and “Customer really matter” –Hilton Hotels Corp hospitality.  3/18/12   OnQ ã 70% custom coded system. ã Custom components - Property managementsystem, CRM application and Hotel-ownerreporting module. ã 4 TB of customer profile info managed inIBM’s Informix database. ã Pegasus Solutions central reservationsystem. ã Newmarket International’s Delphi sales forceautomation tool. ã Modified Legacy revenue managementsystem  3/18/12   Advantages of OnQ ã Online room reservation through Hilton’scentral reservation system. ã Extra attention to VIP customers – spendingincreased from 40% to 61%. ã Tracking fraudulent customers – takingadvantage of “100% guest satisfaction”. ã Hhonors frequent guest program – buildingcustomer loyalty. ã Customer get rooms based on theirpreferences, meeting their needs and fasterservice. ã They can update their frequent flier points
We Need Your Support
Thank you for visiting our website and your interest in our free products and services. We are nonprofit website to share and download documents. To the running of this website, we need your help to support us.

Thanks to everyone for your continued support.

No, Thanks