Brayden is responsible for managing the customer satisfaction of Hilton. Brayden is currently analyzing the customer relationship management (CRM) program at Hilton and is contemplating where he should begin making changes. Which of the following would be the beginning of a CRM program, and therefore the area Brayden should consider first?
A. Getting rid of the most unprofitable customers
B. Offering new types of hotel rooms for frequent guests.
C. Expanding the number and locations of Hiltons
D. Providing information to customers through the Web, Facebook, or in person.
E. Increasing the promotion budget with a new sweepstakes for frequent customers.
Answer: D
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