Hilton CRMs – Explore the world of social CRM and the impact to business strategy and customer relationship

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View the following media:

  • Hilton El Conquistador Resort CRM video
  • Social CRM: Business Technology Whiteboard

Read the following:

  • Case: Hilton Hotels Corporation: Data-Driven Hospitality
  • Gartner: The 9 Types of Social CRM Apps

Overview:

Explore the world of social CRM and the impact to business strategy and customer relationship.

Create:

A word document word may be used for this assignment.

Hilton has successfully been using their CRM for some time and it has gone social offering many ways for customers to connect. You are the CIO of DuckSuites in a newly acquired Hilton brand. Your organization would like to engage the customer using the new social applications. Pick a type of service (such as social analytics or social media engagement) and discuss how using the service will change your internal operations.

Do not focus on the customer but how the internal organization will use the data from the service and the potential impact to operations.

Create a word document to capture your thoughts and ideas.

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