Archive: CRM and customer experience


Skewed social scoring for hotels

A recent Medallia report that rates hotel brands opens up a Pandora's box of questions about the methods used to assess brands and the value they bring back to the real buyer.

Angry teacher pointing out

CRM rethought part 5 - now what?

We're on the home straight with this final part about rethinking CRM in the context of the emergent social elements. In this part we get down to the definitional piece - the piece that ties together everything we've discussed in the last week.