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Hospitality 2000 — The Technology: Building customer relationships

Hospitality Consulting Services and New York, roger.s.cline{at}w.arthurandersen.com

The strategic use of technology in marketing is one of the most significant challenges facing the hospitality industry. This paper reports on findings of a survey of global executives and addresses strategy, organisation, sales and marketing, customer information and operations as they relate to technology and its future role in the industry. It then focuses on the management of customer relationships using technology.

Key Words: technology • hospitality industry • customer relationship • Hospitality 2000 — The Technology

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