Everyone seems to be attributing the loss of immediate MQM posting to the changeover to the NWA CRM system and the improvement in the customer experience that the NWA CRM system has brought.

I've been a Delta Medallion, Royal Medallion, Silver Medallion, Gold Medallion, Platinum Medallion and Million Miler for a long time (in other words, I've been a Delta customer going back to the 1980s). While I've seen a gradual evolution in the way Delta has dealt with me as a customer (migration from snail mail to e-mail, more web-based interaction versus telephone agent-based interaction, loss of CTOs, and so on), over the past couple of years since the merger with NWA, I haven't noticed any significant difference in interaction. Certainly no difference great enough to make up for the loss of functionality that this system changeover has brought about.

Could someone please explain to me, in "bunny rabbit english" exactly what benefits I as a long-time, and fairly consistently valuable Delta customer, am supposed to have gained from Delta's deployment of this CRM system?