Describe Hilton’s business model and how they provide value to their franchisees and their guests.
Why is that model viable in their industry? Describe, in detail, the benefits and strengths of Hilton’s CRM and its weaknesses.
How would you measure Hilton's CRM program's success?
What actions should Hilton take in regard to their CRM - invest or maintain the status quo? If you think they should invest, what specifically would you suggest they do with the investment?
What are the key things that Hilton gains from having an operations system like CRM?