CRM in the Tourism Industry – The case of Four Seasons Hotels

Customer Relationship Management, or “CRM”, is one of the most important topics in the world of business. Its effects and dimensions simply cannot be denied. Without proper customer relationship management, there is no way to attract and retain customers to the business and therefore to be profitable.

Today, especially in the Hotel industry, CRM is crucial. The hotel industry is facing an increasingly competitive market that pushes the hotels to have a greater need to differentiate for their customers. Hotels need to have a deep knowledge of their customers’ needs, behavior, and preferences to be aware of the ways in which their hospitality services will be delivered. The purpose is to create value and therefore, stimulate customer retention and loyalty. In other words, they need create an exceptional experience adjusted to their customers’ needs to maintain the company’s long-term success; and that is exactly what Four Season Hotels and Resorts do. Continue reading

PlayBook: RIM’s first tablet feels rushed to market.

Photo by thegameway

The BlackBerry “PlayBook” tablet computer was created by Research In Motion (RIM), a Canadian company that produces consumer electronics, and is best known for the BlackBerry smartphone. RIM co-CEO Mike Lazaridis and Adobe Systems Chief Technology Officer, Kevin Lynch, made the first public demonstration of the PlayBook on October 25th, 2010. Lazaridis described the tablet’s purpose as followed: “We’re not trying to dumb down the internet for a mobile device. What we’ve done is bring up mobile devices to the level of desktop computers”. Continue reading