What does the content of your marketing communications say about how much your company values its current customers? Interactions with existing customers tend to fall into one of the following categories: a bill, an up-sell offer, a cross-sell attempt, or a renewal offer. There may be some customer value in these actions, but they tend to benefit the company more than the customer.
Marriott International, Inc. is an American diversified hospitality company that manages and franchises a broad portfolio of hotels and related lodging facilities. Founded by J. Willard Marriott, the company is now led by President and Chief Executive Officer Arne Sorenson. Today, Marriott International has more than 3,800 properties in over 74 countries and territories around the world.
Capstone Business School presentation on Hilton International. The group performed extensive research on the Hotels & Lodging industry, presenting their findings and recommendations in front of a various business professionals.
Marriott International, Inc. is an American diversified hospitality company that manages and franchises a broad portfolio of hotels and related lodging facilities. Founded by J. Willard Marriott, the company is now led by President and Chief Executive Officer Arne Sorenson. Today, Marriott International has more than 3,800 properties in over 74 countries and territories around the world.
Capstone Business School presentation on Hilton International. The group performed extensive research on the Hotels & Lodging industry, presenting their findings and recommendations in front of a various business professionals.
(Read the green parts)CHAPTER 12 READINGCHAPTER 13 REA.docxmercysuttle
(Read the green parts)
CHAPTER 12 READING
CHAPTER 13 READING
Global Thinkers Consulting Group:
Analysis of Marriott Hotel in Panama
Week 10 Group Assignment
Running Head: ANALYSIS OF MARRIOTT HOTEL IN PANAMA 1
ANALYSIS OF MARRIOTT HOTEL IN PANAMA 2
09/0209/2014
Team Members:
Jenn O’Neal
Lisa Ross
Theodore Newton
Tommy Choi
Dominic Eze
Table of Contents
Executive Summary 3
Introduction 4
Nature of the MNC’s International Operations 4
Implementation Problems 5
Management Issues 6
Strategy 6
Finance & Accounting 8
Marketing 8
Human Capital 10
Marriott’s Ethics Code 10
Social Responsibility 12
Conclusion 12
References 13
Executive Summary 2
Introduction 3
Nature of the MNC’s International Operations 3
Implementation Problems 5
Strategy 6
Finance & Accounting 7
Marketing 8
Human Capital 10
Marriott’s Ethics Code 11
Social Responsibility 12
Conclusion 13
References 14
Introduction
Global Thinkers Consulting Ggroup recommends that Marriott Hotel expand their hotel chain into Panama. Panama is a strong option since Marriott is known as a hospitality and tourism industry around the world, providing a variety of services and activities that appeal to guests in Panama. Marriott’s strategy to gain the largest market will be to offer a diverse array of services and luxury hotel features, high quality customer service, and their already prominent name as a foothold. Marriott financing will be guided by a combination of global and US accounting practices so they are compliant in their home country and new sites. Marriott will be able to market to their audience by push-pull promotional practices, attractive pricing, using the Marriott’s current JW brand. Marriott will be successful in Panama because of their strong human capital structure, code of ethics, and social responsibility.Nature of the MNC’s International Operations
Marriott International is a hospitality and tourism industry involved in providing world class lodging, foodservice, recreational, gaming, and travel services across different operational bases globally. The company is a US based hospitality industry with its corporate headquarters in Bethesda, Maryland; the company has expanded its operations into over 80 countries with 4000 brands established to provide services for different consumer segments. In realisingrealizing its corporate mission, the company engages in “operations and franchising of hotel services, the development and operation of holiday ownership resorts, the operation of Marriott Executive Apartments, the provision of furnished corporate housing through its Marriott Executive Stay division, and the operation of conference centrescenters” (Euromonitor International, 2009, p. 5). The provision of these different operational categories help Marriott intensify its effort in ensuring wide coverage in hospitality and tourism in order to maintain competitive advantage, customer satisfaction, and loyalty.
In keeping with innovation ...
Digital Marketing and Personalization of CX: 2016 Horizonwatch Trend BriefBill Chamberlin
The slides provide a quick overview of the Digital Marketing / Personalization of Customer Experience trend. The slides provide summary information, a list of trends to watch and links to additional resources.
Enterprise System ImplementationMemoWalt Disney World Reso.docxYASHU40
Enterprise System Implementation
Memo
Walt Disney World Resorts
To: CIO
From:
CC: CMO, CFO, COO
Date:
Subject: Success Criteria for Enterprise System Implementation
The organization in this technology-oriented market without Enterprise Resource Planning is running by some software, which does not even allow customization while integration is a bigger target. To incorporate in this challenging and competitive world the companies are moving toward best ERP solutions to get the benefits i.e. SAP, Oracle, Microsoft. In case of Walt Disney World Resorts case I suggest implementation of Customer Relationship Management for certain benefits and to eliminate issues that the company are currently facing. In the gravity of this implementation here are certain success criteria in the back of my suggestion.
Criterion 1: Application Strategy
The application integration architecture is the most complete and integration solution in ERP for orchestrating agile, user friendly and user oriented business processes across all the enterprise business application. This will help the organization in:
1. Gain business and IT efficiencies
2. Increase agility which is a basic requirement in case of Walt Disney
3. Lower total cost of overall ownership
Criterion2: Product Integration Strategy
For Tier I level organization like Walt Disney SAP provides best ERP solutions (Schickel, 1968). The product integration strategy of a solution allows a company to focus either on:
· Focusing on one product line and investing totally in that particular product line or
· Companies can focus on supporting multiple application with or without overlapping in functionality but allows the customer to chose best of if its product application
These aspects help the Walt Disney to encounter the issues in different business segments and facilitate the customer by providing friendly user application on mobiles and in booking area for receiving tickets and food items without queuing in long lines.
Criterion 3: Comprehensive CRM capabilities
A CRM is a comprehensive package in business support and facilitation from its customer data maintenance to report generation. This provides role based customer intelligence and pre-built integration. Company can develop a complete database of its valued customers and provide facilities even online to avoid the hassles. Following are certain capabilities of CRM:
· CRM with a proper training becomes a friendly intelligent system of employees that save time cost, Psychological cost, and monetary cost.
· This System also help is maintains the record of millions of customers and retrieval on just one click by unique account numbers (Moore, 1980).
Criterion 4: Web Based Application Strategy
Web based application strategy helps organization transform to gain more and valued by lowering the cost and risk. This creates integration among the business processes and application to widen the approach and access of authorized users. But the risks of cyber ...
advertising industry talent on average leaves every two years or less, giving the industry a notorious reputation for high turnover. Art directors, copywriters and account managers either move to other agencies as clients take their business to rival firms or find the prospect of gaining prestige at another agency too tempting to stay. This can be especially problematic for smaller agencies. The HR department has the task of finding ways to increase employee job satisfaction so fewer look for the exit door. Long, irregular hours needed to meet client deadlines point to a need for HR to introduce initiatives that enhance work-life balance. The 2011 24 Seven/Ad Age Salary and Job Satisfaction Study also found that HR departments in advertising agencies can reduce turnover by developing a talent development program that evolves around well-defined career paths.
Hrm of digital advertisement agency.n advertising agency's reputation rides on its account management and creative capabilities. That puts its people at the center of its success. Like their counterparts in other industries, ad agency HR departments handle benefits administration, compensation and staffing. However, the retention and recruitment challenges they face have a more direct impact on profitability. In an industry transforming from traditional print and television formats to digitally driven, technology-based platforms, ad agency management increasingly needs an HR department that can help its business respond to this new environment.
Advertising agency human resources professionals focus on filling positions with individuals who fit the agency's personality, share its client philosophy and bring a proven ability to deliver ideas and designs that translate into brand-building, sales-generating advertising. HR develops job specifications for the recruitment firms they employ based on input the hiring manager provides. The HR department not only must fill open positions to ensure consistent client service levels, it also must plan future needs and recruit accordingly.
Abstract
The present paper has two objectives. First, general issues for developing and testing cross-cultural multi-level models such as variable identification, measurement, sampling and data analysis are discussed. A second aim is to illustrate some of these issues by developing a multi-level framework incorporating variables at an individual, organizational and national level. The goal is to explain cross-cultural differences in extra-role behavior. Based on a review of previous multi-level research and cross-cultural research it is proposed that the effect of national culture on work attitudes and behavior is mediated by organizational practices. The framework is formulated using recent recommendations for the development of multi-level models.
These examples of beautiful soap branding demonstrate that even the simplest household product can be a source of artistic inspiration. With delicate designs and unorthodox packaging, some of these soaps are almost too pretty to use.
For women who are looking for a way to add a touch of elegance to their everyday beauty routine, there are a number of soaps featuring delicate feminine details. For example, there are dainty floral soaps packaged in tiny honeycomb boxes. There are also several soaps with lovely labels, featuring everything from fun tropical prints to luxurious floral designs.
Of course men can also appreciate charming soap branding as well. For ultra-masculine men, there are several examples of soap branding designed for customers looking for something strong and rugged. Other soap brands opt for minimalist packaging for men who prefer a no-frills approach to cleansing.
The United Kingdom is the fifth-largest national economy in the world measured by nominal gross domestic product (GDP), ninth-largest in the world measured by purchasing power parity (PPP), and nineteenth-largest in the world measured by GDP per capita, comprising 4% of world GDP. It is the second-largest economy in the European Union by both metrics. In 2016, the UK was 19/28 for GDP growth in Europe, with the third lowest unemployment rate.
Principle of management Sumaira fatima Goals , traditional objective setting...Sumaira Muzaffar Ali
(a) In MBO, there are multiple objectives covering a range of organisational activities(b) In traditional objective setting the objectives, once formulated, provide direction for management decisions(c) In traditional objective setting the objectives, once established, form the criteria against which actual accomplishments can be measured(d) In MBO, organisation members may actually pursue objectives other than the formal organisational objectives(e) Traditional objective setting is ‘top down’ only, while MBO is both a ‘top down’ and ‘bottom up’ process.
The term psychological disorder is sometimes used to refer to what are more frequently known as mental disorders or psychiatric disorders. Mental disorders are patterns of behavioral or psychological symptoms that impact multiple areas of life. These disorders create distress for the person experiencing these symptoms.
fashion of 1960s The 1960s featured a number of diverse trends. It was a decade that broke many fashion traditions, mirroring social movements during the time. In the middle of the decade, culottes, go-go boots, box-shaped PVC dresses and other PVC clothes were popular.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
AI-Powered Personalization: Principles, Use Cases, and Its Impact on CROVWO
In today’s era of AI, personalization is more than just a trend—it’s a fundamental strategy that unlocks numerous opportunities.
When done effectively, personalization builds trust, loyalty, and satisfaction among your users—key factors for business success. However, relying solely on AI capabilities isn’t enough. You need to anchor your approach in solid principles, understand your users’ context, and master the art of persuasion.
Join us as Sarjak Patel and Naitry Saggu from 3rd Eye Consulting unveil a transformative framework. This approach seamlessly integrates your unique context, consumer insights, and conversion goals, paving the way for unparalleled success in personalization.
Unleash the power of UK SEO with Brand Highlighters! Our guide delves into the unique search landscape of Britain, equipping you with targeted strategies to dominate UK search engine results. Discover local SEO tactics, keyword magic for UK audiences, and mobile optimization secrets. Get your website seen by the right people and propel your brand to the top of UK searches.
To learn more: https://brandhighlighters.co.uk/blog/top-seo-agencies-uk/
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
Digital Commerce Lecture for Advanced Digital & Social Media Strategy at UCLA...Valters Lauzums
E-commerce in 2024 is characterized by a dynamic blend of opportunities and significant challenges. Supply chain disruptions and inventory shortages are critical issues, leading to increased shipping delays and rising costs, which impact timely delivery and squeeze profit margins. Efficient logistics management is essential, yet it is often hampered by these external factors. Payment processing, while needing to ensure security and user convenience, grapples with preventing fraud and integrating diverse payment methods, adding another layer of complexity. Furthermore, fulfillment operations require a streamlined approach to handle volume spikes and maintain accuracy in order picking, packing, and shipping, all while meeting customers' heightened expectations for faster delivery times.
Amid these operational challenges, customer data has emerged as an important strategy. By focusing on personalization and enhancing customer experience from historical behavior, businesses can deliver improved website and brand experienced, better product recommendations, optimal promotions, and content to meet individual preferences. Better data analytics can also help in effectively creating marketing campaigns, improving customer retention, and driving product development and inventory management.
Innovative formats such as social commerce and live shopping are beginning to impact the digital commerce landscape, offering new ways to engage with customers and drive sales, and may provide opportunity for brands that have been priced out or seen a downturn with post-pandemic shopping behavior. Social commerce integrates shopping experiences directly into social media platforms, tapping into the massive user bases of these networks to increase reach and engagement. Live shopping, on the other hand, combines entertainment and real-time interaction, providing a dynamic platform for showcasing products and encouraging immediate purchases. These innovations not only enhance customer engagement but also provide valuable data for businesses to refine their strategies and deliver superior shopping experiences.
The e-commerce sector is evolving rapidly, and businesses that effectively manage operational challenges and implement innovative strategies are best positioned for long-term success.
5 big bets to drive growth in 2024 without one additional marketing dollar AND how to adapt to the biggest shifting eCommerce trend- AI.
1) Romance Your Customers - Retention
2) ‘Alternative’ Lead Gen - Advocacy
3) The Beautiful Basics - Conversion Rate Optimization
4) Land that Bottom Line - Profitability
5) Roll the Dice - New Business Models
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
SEO as the Backbone of Digital MarketingFelipe Bazon
In this talk Felipe Bazon will share how him and his team at Hedgehog Digital share our journey of making C-Levels alike, specially CMOS realize that SEO is the backbone of digital marketing by showing how SEO can contribute to brand awareness, reputation and authority and above all how to use SEO to create more robust global marketing strategies.
Digital Money Maker Club – von Gunnar Kessler digital.focsh890
Title One is a comprehensive examination of the impact of digital technologies on
modern society. In a world where technology continues to advance rapidly, this article delves into the nuances and complexities of the digital age, exploring Its implications across various sectors and aspects of life.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
10 Video Ideas Any Business Can Make RIGHT NOW!
You'll never draw a blank again on what kind of video to make for your business. Go beyond the basic categories and truly reimagine a brand new advanced way to brainstorm video content creation. During this masterclass you'll be challenged to think creatively and outside of the box and view your videos through lenses you may have never thought of previously. It's guaranteed that you'll leave with more than 10 video ideas, but I like to under-promise and over-deliver. Don't miss this session.
Key Takeaways:
How to use the Video Matrix
How to use additional "Lenses"
Where to source original video ideas
SMM Cheap - No. 1 SMM panel in the worldsmmpanel567
Boost your social media marketing with our SMM Panel services offering SMM Cheap services! Get cost-effective services for your business and increase followers, likes, and engagement across all social media platforms. Get affordable services perfect for businesses and influencers looking to increase their social proof. See how cheap SMM strategies can help improve your social media presence and be a pro at the social media game.
Core Web Vitals SEO Workshop - improve your performance [pdf]Peter Mead
Core Web Vitals to improve your website performance for better SEO results with CWV.
CWV Topics include:
- Understanding the latest Core Web Vitals including the significance of LCP, INP and CLS + their impact on SEO
- Optimisation techniques from our experts on how to improve your CWV on platforms like WordPress and WP Engine
- The impact of user experience and SEO
2. Introduction
Marriott International, Inc. is an American multinational
diversified hospitality company that manages and franchises
a broad portfolio of hotels and related lodging facilities.
Founded by J. Willard Marriott, the company is now led by
his son, Executive Chairman Bill Marriott and President and
Chief Executive Officer Arne Sorenson.
Marriott International, headquartered in Bethesda, Maryland
in the Washington, DC metropolitan area.
Has more than 5700 properties in over 110 countries and
territories around the world, over 1.2 million rooms (as of
September 23 2016), and additional 195,000 rooms in the
development pipeline.
4. Recipe to Marriott’s Success
Key Ingredients to
Marriott’s Success:
(Acquisitions)
Excellent Customer
Service
Innovation
Some Key Innovations
First motor hotel, pioneering a
culture of roadside lodging
First hotel company to offer
reservation confirmations via mail.
First hotel company to offer a
portfolio of many brands
5. DATAANALYSIS OF CUSTOMERS
Market segmentation: The Marriott International has
identified the BUSINESS class are the primary segment.
From this business class they have identified Leisure
demanded business class as NICHE market.
The future prospective is to target the most identified level
of segmentation and that is INDIVIDUAL MARKET.
When taking about the geographical segmentation the
identified and targeted segments are ASIA and GULF. From
the ASIA segment the NICHE is INDIA and CHINA.
Marriott use Oracle(software) for data mining .
6. Demographic segmentation : Is one of the most popular bases for segmenting
customer groups. Businesspeople or business travelers are one of the customers that
Marriott focus the most. People who work in business industry can't avoid travelling
around the world for business purposes.
Psychographic Segmentation :Marriott have few luxury hotels brand such as JW
Marriott, Bulgari Hotels & Resorts, The Ritz-Carlton and The Ritz-Carlton
Destination Club. This few brands are mostly for luxury travelers. JW Marriott
provides the luxury that customer deserve.
Behavioral segmentation :Behavioral segmentation divides consumers into groups
based on their knowledge, uses and responses to a product or service. For example,
consumers can be grouped accordingly to occasions or life events such as graduations.
7. How does Marriott's utilize customer database ?
Demographic Data: Data such as income, occupation and origins are important data that Marriott must have in
their customer database so that they can analyze majority of their customers are from upper class, middle class or
lower class society and are their customer normally local or tourists.
Values Data: By knowing what its customers prefer, Marriott can target different types of segments using their
different types of hotel services which are available in their chain of hotels.
Behavioral Data: Besides that, what customers purchased when they stay at Marriott's hotels are data for
behavioral segmentation purposes. This segmentation allocates consumers into groups based on their uses or
responses to a product or service.
Needs Data :How long do customers stay when they come to Marriott, how long before their next visit and how
often they come back to Marriott are also data which are needed in its customer database.
Psychographic Data: When Marriott knows their customers personalities and lifestyles, product or service
development can be improved. At the same time, Marriott can also determine which specific advertising media
to use when targeting different segments of the market.
8. How does Data Mining help Marriott ?
(1) From stores of information, data-mining technology extracts meaningful patterns
and builds predictive customer-behavior models that aid in decision making.
(2) Data mining is a largely automated process that uses statistical analyses to sift
through massive data sets to detect useful, non-obvious, and previously unknown
patterns or data trends.
(3) Without data mining, valuable marketing insights about customers'
characteristics and purchase patterns may remain largely untapped.
(4) Under such a technology framework, datamining is a valuable competitive tool
being adopted by Marriott in an effort to create customer value. However,
(5) The purpose of this paper is to educate Marriott managers about the benefits and
application of data mining on the properties they oversee.
10. Siebel System (CRM Application)
for Business solution
Siebel
system
DB
Room
inventory
Guests
Profile
Create
Access
Booking
- Across multiple
Marriott properties
“Personal
Planning Service”
- Cross-selling
Collect & Consolidate
info.
- Corporate accounts & manage
contacts
11. Main business benefits of Siebel
Improves customer satisfaction
Improve Profitability
Strengths brand loyalty
Increases sales to corporate accounts
Increases cross-chain sales
12. XML service used by E-CRM
The Travel Web Hotel XML is an industry leading web
service and hotel affiliate program. It was acquired by
price line in 2003 and was originally founded by brands
which included Hilton, Hyatt, IHG, Marriott, Starwood,
Pegasus Systems, and more.
Features include:
• Complete control over the look and feel of your web site, access to all major
chains.
• Intercontinental, LaQuinta, Marriott, Starwood and many more. 60,000 total
properties, 25,000 merchant properties, 12,000 cities worldwide.
•Handles 30 properties per request with an excellent response time and robust
features
13.
14. • Emails about Special Offers
and Promotions
• E-folio - receive hotel bills
by email
15. In 1999 Marriott earned a
revenue of $150 mn from the
online booking through its
website.
Estimates for 2000 indicated
that every month the website
received 3 mn hits making it
one of the largest viewed
websites in the US hospitality
industry.
By 2002 the website earned
Marriott sales of $ 1 bn.
Main business benefits of website
16. Strategy
The E-CRM strategy emphasized on increasing revenues earned per customer.
1.Serving Customers Proactively
Personalized Service Offerings-
Enhancing Brand Loyalty
Cross-Selling
18. Framework for CRM
Marriott needed a campaign management platform that could scale across
brands, programs and marketing organizations; integrate guest
communication preferences; and efficiently serve offers to millions of
customers.
To accomplish this goal, Marriott built a data warehouse that provides
sales and marketing employees with a "working memory" of the customer.
Marriott knew its customers visited multiple brands; for the first time, it
had a way to tailor its offers to how guests use its different services.
A cross-functional approach facilitated the creation of an end-to-end
business process supported by technology that provides balanced
marketing with relevant offers.
19. New System, Old Employee Issues
Data Silos
Branches Separate
from one another
Slow transportation
of data from one
branch to another
Old
Business
Strategy Consolidated data
into one common
database
Much faster
exchange of data
between different
areas
Employees must
be able to work
together to make
new software
efficient
New
CRM and
e-Business
Strategy
20. Marriott Puts Security on the Forefront
. Chris Zoladz sets out
to enhance company
e-security
• Marriott Executives give his team
an unprecedented 90 minute
window to present their ideas
Marriott creates 4-
pronged
Information
Protection
Advisory
Committee (IPAC)
• Different branches given
separate tasks to focus on in
their respective fields
Marriott makes
security a key point in
their business model
• Marriott invests
4-5% of budget
in e-security,
while moving
swiftly to enact a
policy.
http://www.trexglobal.com/property-management/wp-content/uploa
ds/2010/08/Property-Managers-Make-Data-Security-Priority.jpg
21. What are their competitors doing?
• Most Decided to Change their
CRM to keep up with Marriott's
growth which includes their
websites.
• Most took up the per-room-
capita(P.R.C) over per-customer-
capita(P.C.C)
• Some Hotel Chains decided to
expand to meet consumer demand
in different regions of the world.
22. What is the Marriott doing in the future?
N.F.C (Near field communications)
in mobile phones to open your
room and to check-in.
Mobile applications for reservation
and Point of sales transactions.
Social Networking. I.E (Facebook ,
Tweeter, Google+)
Will Valentin