A midsize hospitality organization with headquarters in the Northeast and high-end luxury hotels around the world is facing challenges from nimble competitors and difficult macroeconomic conditions. The company recently designed new sales and marketing strategies focused on customer loyalty and customer value to improve competitiveness and increase revenue.

Executives want to share information about customer activities with the proper customer touch-points (such as sales and customer service) in real time to improve their customers' experience. They want to identify individual customers and deliver personalized offers over their web site to increase revenue. Simply put, they want to be proactive and serve their most valuable customers better. They need more customer intelligence—faster and sooner. The economics are attractive. Conservative improvements in adoption and retention could generate multimillion-dollar benefits in a just a couple of years.