I travel a lot, so I have become something of an aficionado of airlines and airline services. As we all know, I’m something of an opinionated commentator on the subject of CRM solutions, too. What amazes me is what utter failures so many airlines can be when it comes to fostering strong customer relationships. It would be easy to pose the rhetorical question and ask whether or not they have (or use) CRM solutions—but I know for a fact that they both have CRM solutions and use....