Overview For this assignment, you will take a look at data and electric monitoring. Directions ? Create a new Microsoft Word document with the title “Yourname_Week4Assignment01,” but with your name instead of “Yourname.” ? Complete the following tasks: A. Read the “Hilton CRM” Case Study PDF located in the Resources folder of the course. B. Review the following video: Hilton El Conquistador Resort CRM video http://www.youtube.com/watch?v=kwF3TjIpfRc C. Listen to the following: Listen to the Customer Service Report podcast by Accenture http://www.accenture.com/Global/High_Performance_Business/High_Performance_ Business_Podcast_Series/Customer-Satisfaction-Survey-Podcast.htm D. Using the insight from the survey, describe how Hilton can use process and the CRM system to counter act some of the key trends suggested by the report. a. PowerPoint with your ideas and suggestions for change.
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