The Hilton case : designing a global loyalty program, supported by a CRM system / Luis Matosas-López.

Format:

Book

Author/Creator:

Matosas-López, Luis, author.

Series:

SAGE business cases.

SAGE business cases

Language:

English

Subjects (All):

Hilton Hotels Corporation--Case studies.

Hilton Hotels Corporation.

Customer loyalty programs--Case studies.

Customer loyalty programs.

Physical Description:

1 online resource : illustrations.

Other Title:

Designing a global loyalty program, supported by a Customer Relationship Management system

Place of Publication:

London : SAGE Publications: SAGE Business Cases Originals, 2026.

Summary:

In the aftermath of the COVID-19 pandemic, Hilton Hotels & Resorts sought to improve the guest experience and customer value by unifying its loyalty programs across 19 different brands worldwide under the Hilton Honors initiative. This ambitious project leverages a global Customer Relationship Management (CRM) system to integrate customer data, enable advanced up-sell and cross-sell actions, and deliver a personalized guest experience. The case highlights the tactical and operational decisions involved in selecting a CRM system, defining its key modules, and identifying critical data fields for effective customer segmentation and value maximization. By studying this case, students will gain insight into CRM strategy development, system implementation, and the operational complexities of building customer loyalty in a highly competitive and dynamic global hospitality industry.

Notes:

Description based on XML content.

ISBN:

1-0719-1930-X

9781071919309

OCLC:

1569209034

Publisher Number:

T298102