1 Marketing: Managing Profitable Customer Relationships GENERAL CONTENT: Multiple-Choice Questions 1. Central to any definition of marketing is _____. a. demand management b. transactions c. customer relationships d. making a sale e. making a profit (Answer: c; p. 5; Easy) 2. All of the following are accurate descriptions of modern marketing today‚ except which one? a. Marketing is creation of value for customers. b. Marketing is customer satisfaction at a profit. c. Selling
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Product Differentiation Definition: Development or incorporation of attributes (such as benefits‚ price‚ quality‚ styling‚ service‚ etc.) that a product’s intended customers perceive to be different and desirable. Advertising and promotion of a product is based on its differentiating characteristics. Source: http://www.businessdictionary.com/definition/product-differentiation.html Today‚ the market is crowded with similar brands‚ clamoring for the attention of customers. In order for their
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MARRIOTT HOTELS AND RESORTS Motivate employees‚ train them‚ care about them‚ and make winners of them. At Marriott‚ we know that if we treat our employees correctly‚ they’ll treat the customers right‚ and if the customers are treated right‚ they’ll come back. Bill Marriot Jr. If a customer leaves a hotel or resort satisfied with the property and the service‚ there is a much better chance that they will return. That is an obvious reality in the industry‚ and in the forefront of the customer
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Leadership Through Professional Learning Communities Professional Learning Communities are collaborative teams whose teachers work interdependently to achieve common goals linked to the purpose of learning. The steps that I would you use to implement‚ manage‚ and support the development of a professional learning community at my school is to first determine and define the objective or goal. Next‚ with the team of teachers‚ identify learning targets for the students and establish standards based
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IT and Internet ’s Impact on Tourism and Hospitality Industry: Implementations of technologies for Hilton Hotels Group. Demonstrate critical and evaluative interpretation and application of theoretical IT/ e-business concepts to a current tourism and hospitality market situation in order to build sustainable competitive advantage. I Introduction Accompanying the technological revolution of the 1990s there are many new opportunities and challenges for the tourism and hospitality industries.
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product or brand. That why we conduct this research to know or investigate what are their (household) perception about SME product based on 4 factor which is brand‚ purchase intention‚ packaging and last but not least price. For instance‚ SME product that we choose is MUNIRAH and on the other hand we compare with well-known fruit juice for example PEEL FRESH juice. Although SME brand is cheaper than well-known brand‚ but we found that consumer is willing to pay at high cost because of the brand. They
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activities of the customers (Ngai‚ 2005; Chen & Popovich‚ 2003; Mendoza‚ et al.‚ 2006 cited in Mosadegh & Behboudi‚ 2011). The processes and the technologies in the traditional CRM is designed to maintain relationships for potential repeat purchases. Customer management is based on the operational responses‚ which is from the sales‚ marketing and customer services sections. Data and information collected from the customers are processed in the CRM system to create better customer ’s strategy (Mosadegh
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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 Corp hospitality. OnQ 70% custom coded system. Custom components - Property management system‚ CRM
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delivery* - Maid service Place and time - 496 hotels in 61 countries - reservation online: - reservation by phone: Call 1-800-HILTONS - Reservation at the desk Promotion and education Hilton HHonors Program: membership is open to anyone who applied‚ at no charge. Members earned points toward their Hilton HHonors account when they stayed at a Hilton hotel. When they accumulated enough points they could redeem them for stays at HHonors hotels‚ or use them to buy other products and services from
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Sundström Västerås‚ 2010-06-04 Customer Relationship in Tourism Industry --- A case study of Swedish travel agency Group 2546: Yanfei Yan Jie Yang Abstract Title: Customer Relationship in Tourism Industry – A case study on a Swedish Seminar date: 4th of June‚ 2010 Level: Bachelor thesis in Business Administration‚ Basic level 300‚ 15 ECTS Authors: Yanfei Yan‚ Jie Yang Supervisor: Angelina Sundtröm marketing mix‚ service quality‚ customer satisfaction‚ customer retention. travel agency‚ Resia
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