Wouldn't it be great if every time you stayed at the same hotel chain, no matter where in the world you were, the front desk remembered you—even if you had never enrolled in the chain's frequent-traveler program?

That's the premise behind Hilton Hotel's CRM Strategies, headed by Hilton Vice President Jim VonDerheide.

CRMGuru talks with VonDerheide about the challenges of managing customer relationships in a hospitality corporation with multiple brands and franchises.

Get the full story at CRMGuru