Topic 2 Tim Harvey, EVP of Shared Services and CIO, pointed out that given the difficulties in calculating the ROI of large-scale CRM initiatives, Hilton also focused on delivering efficiencies and cost savings through its focus on collecting and consolidating guest information. One such point of efficiency was the call centers. Using the data available in Exhibits 2 and 7, propose a ROI measure of OnQ CRM investment based on call center efficiency. Provide relevant calculations and graphics. State your assumptions and limitations. Discuss additional data that might help better identify your ROI measure