Going Online for Global CRM

Hotel chain taps customer relationship management solution to identify, focus on key clients

San Francisco  November 11, 2002  Hotel chain Millennium & Copthorne has implemented a customer relationship management solution from salesforce.com to help its sales staff manage customer information across the various countries in which the company operates.

Millennium & Copthorne operates 91 hotels in 17 countries, including 20 in the United States. The company has implemented salesforce.com's Professional Edition for its 135 person sales team around the world. The hotel chain completed the implementation in just 90 days.

"As a fast-growing, dynamic, international hotel company, we needed a solution to the problem of sharing and managing customer information across all our territories," said Brian McCabe, senior vice president of sales and marketing for Millennium and Copthorne.

McCabe said the solution has allowed the company's sales team to identify and focus on key global customers. "Thanks to salesforce.com we now have a centralized resource that helps us to improve customer service and maximize sales opportunities across the regions," he said.

salesforce.com delivers its CRM solution through the Internet as an online information utility via a Web services infrastructure. The provider offers the solution as a pay-as-you-go service for a monthly fee per user.