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Ritz Carlton Case Study

Ritz-Carlton Case Study

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Title: Ritz-Carlton Case Study

Essay Details:

Subject: Business

Author:

Date: February 6, 2013

Level: University

Grade: C

Length: 4 / 916

Essay text:

According to our text book the primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its customers.” The Ritz-Carlton has a Customer Loyalty Anticipation Satisfaction System (CLASS). “The system stores guest preferences, and alerts the front desk clerks when guest has stayed at another Ritz-Carlton and their likes and dislikes.” The data information for the CLASS system is analytical CRM, but by giving access to all front desk clerks company wide it moves forward to help with operational CRM. By knowing who the customer is when they arrive and knowing what they like and dislike it makes the customer feel important and wanted...

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