It's been about a decade since the term "customer relationship management" first made its way into business travel industry lexicon, and sadly, the fantasy world it envisioned remains in the future. Still, customer service matters and deserves attention. Earlier this month, consultant Norm Rose wrote, "new technology is required to target specific customer segments. This concept is not new. CRM is not only about loyalty, but also personalization and customization." Adding his firm's take on thes
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