Benefits and drawbacks of the onq system at hilton

Assignment Help Business Management

Reference no: EM13756167

Complete the following tasks:

1. Read the "Hilton CRM" Case Study PDF attached.

2. Review the following video: Hilton El Conquistador Resort CRM video- https://www.youtube.com/watch?v=kwF3TjIpfRc

3. Use the Accenture Service Executive Summary Report by Accenture

https://www.accenture.com/SiteCollectionDocuments/PDF/Accenture_2010_Global_Consumer_Survey_Executive_Summary_v4.pdf

4. 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. Create interactive PowerPoint with your ideas and suggestions for change.

Case Study Questions

1. What are the benefits and drawbacks of the OnQ system at Hilton?

2. What does Hilton have to do to create a competitive advantage through OnQ? Provide some specific examples.

3. Is it possible to have too much information about a customer? Explain.

Reference no: EM13756167

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