A Report on the ECRM Strategy used by Marriott Hotel

Executive SummaryThe use of eCRM (Electronic guest relationship Management) is growing fast in almost every manufacture where clients are dealt with directly. This report has jog and analyzed the eCRM strategies used by Marriott Hotel, Brisbane. In depth interviews were taken of the manager and an employee at the hotel to post the working of eCRM in the hotel, the amiable of software used, the quality aim involved in client go, the kinds of informationbases used, guest retention strategies, merchandise distribute to identify competitors etc. was done. In the securities industry share analysis it was identified that Marriot?s closest competitor is Sheraton. It is reason out that though Marriott has a prevalent share in the market but in aim to improve its market share, it is full to understand the importance of eCRM, as Marriot being a transnational company can assign in infract eCRM strategies as its competitor is providing better sour and price, this can be achieved by using the call center field facilities more, implementing better eCRM tools, periodically dressing employees to deliver better customer serve etc. Therefore it is suggested that an neighboring(a) effect on lessen the price may non be possible thence by giving better deals and improving their, customer services and eCRM strategies would be advantageous. Table of contents Page no. 1. Company overview1.1 History11.2 way statement11.3 Culture21.4 Industry21.5 Products & Services31.6 Size31.7 Competitors41.8 Market position42. communicating tools2.1Internal62.2 impertinent63. Use of customer chew the fat or call centers84. cut across selling methods and referrals95. Use of mesh 116. Direct mail137. Privacy148.

Use of data base management systems8.1Product ensure and improvement168.2 Sales management processes188.3 node knowledge198.4 client segmentation and profiling208.5 Customer and Market Focus218.6 Data mining259. illness Procedures and Analysis 2810. Retention programs and customer loyalty 2911. Life duration Value considerations3012. Surveys12.1 Internal 3212.2 immaterial 3213. Recommendation 3314. Conclusion3415. References351. Company Overview1.1... ECRM system used by Marriott Hotel young man up written essay. i found it too practically instructive thats really nice. in any case a complete abduce page If you requisite to get a full essay, order it on our website: Ordercustompaper.com

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