Kate Rice, an executive editor at TravelPulse.com, explains how Kimpton Hotels & Restaurants has found success using a viral marketing campaign. Rice says the system Kimpton has set up can be emulated by travel agents. "[Customer relationship marketing] is paying off on Kimpton's bottom line," Rice writes. "And it can do the same for you if you are willing to make CRM as much a part of your business flow as filing an invoice."

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