Understanding the customer is becoming increasingly important to hoteliers, and so-called CRM systems can help capture guest data and automate interactions to improve guest conversion and retention.

Applegate, Lynda M., Gabriele Piccoli, and Chekitan Dev. "Hilton Hotels: Brand Differentiation through Customer Relationship Management (TN)." Harvard Business School Teaching Note 809-030, July 2008.

Integrated hospitality technology provider Cendyn has enhanced its business intelligence offerings by incorporating AI into ...

Photo Credit: Shown here is the lobby of the Crowne Plaza Hefei Shi in Anhui Sheng, China. Parent company InterContinental Hotels has been changing its tech platform to offer more creative booking ...

Abstract: Customer Relationship Management (CRM) systems have come a long way in their evolutionary life cycle. From being used as a mere Rolodex of customer information, they have transformed into ...

On the outset, supply chain management (SCM) and customer relationship management (CRM) seem like two very different departments, but they actually rely on each other for success. Customer ...

If your organization isn’t tapping into the benefits of customer relationship management, it could fall behind the competition. Many business owners are already aware of Customer Relationship ...