1. Hilton Hotels - Business Summary
Since they had a distributed footprint in all their brands, they were able to collect data that was very wide in scope and included customers of every kind. ... Evaluate the performance of the CRM application after 2002 along the following dimensions: a) ROI for the Hilton Brand (use the call-center data for this) Hilton deployed the OnQ in the year 2002, since then, as per the call center data, there has been a significant increase in the volume of calls to Hilton's call center and also the net revenue per call though not completely linearly. Hilton invested a total of $1.65 mil in imple...
- Word Count: 1255
- Approx Pages: 5