This case analyzes the Hilton Hotels Corporation CRM strategy at a crucial point in its history, immediately after the company was taken private by Blackstone. The case provides students with a comprehensive history of the development and IT enabler of Hilton CRM initiative as well as its proprietary OnQ enterprise system. The case thus provides a rare opportunity to engage in a longitudinal evaluation of the company CRM initiative, and the students will be able to beat the future development of … Read more »

This case analyzes the Hilton Hotels Corporation CRM strategy at a crucial point in its history, immediately after the company was taken private by Blackstone. The case provides students with a comprehensive history of the development and IT enabler of Hilton CRM initiative as well as its proprietary OnQ enterprise system. The case thus provides a rare opportunity to engage in a longitudinal evaluation of the company CRM initiative, and to enable students to the future development of the initiative on their analysis before.
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from
Lynda M. Applegate
Gabriele Piccoli,
Chekitan S. Dev
Source: HBS Premier Case Collection
18 pages.
Release Date: 23 July 2008. Prod #: 809029-PDF-ENG
Hilton Hotels: Brand differentiation through customer relationship management solution HBR case