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CRM Strategies at ITC Maurya Sheraton by Nilesh Mehta is a document available to read on EtoBox.

What is CRM Strategies at ITC Maurya Sheraton about?

The document discusses customer relationship management (CRM) practices at ITC Maurya Sheraton hotel in New Delhi. It defines CRM as managing customer relations in an organized way by focusing on "moments of truth" or touchpoints with customers. The hotel has identified five key vehicles or touchpoints for data capture in its CRM process: field selling, loyalty programs, distribution points/central reservation system, website, and call centers. Loyalty programs are designed to reward loyal guests, while the

Author

Nilesh Mehta

Language

EN