Wouldn't it be great if every time you stayed at the same hotel chain, no matter where in the world you were, the front desk remembered you—even if you had never enrolled in the chain's frequent-traveler program? That's the premise behind Hilton Hotel's CRM Strategies, headed by Hilton Vice President Jim VonDerheide. In this edition of Inside Scoop With Bob Thompson, Thompson talks with VonDerheide about the challenges of managing customer relationships in a hospitality corporation with multiple brands and franchises. The transcript of the interview, which was recorded July 14, 2006, was edited for clarity.
Bob Thompson
In this edition of Inside Scoop, I am pleased to welcome
Jim VonDerheide
. He is the vice president of CRM Strategies at Hilton Hotel. And he's going to be speaking with us today about Hilton's CRM strategy, the journey they've gone through and some of the challenges they've overcome. Jim,...
