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crm, and identify some CRM activities not cited in this case that QVC may consider to further increase customer loyalty. Is any of the activities cited in this chapter applicable? Your restaurant vocabulary is increasing. You’ve learned that a “cover” is a guest, the cover count is something that Jeremy keeps a very close watch on, and the per-person amount is critical to TWC’s success. Running a diner is more than cooking and serving hamburgers, and you’ve been able to identify activities and transactions at TWC that fit most of the categories discussed in this chapter. In fact, it seems to you that there are a lot more activities at the back of the house (kitchen and office) than at the front of the house (dining room).