The analogy you describe seems at first glance entirely plausable. Looking deeper I the cruise ship experience wants you to come back for more, and more. Is this the CRM experience. I think the CM is much more of involvement from the participants and maybe this is the reason why so many CRM projects fail because of the lack of participation, as they are just along for the ride hoping this time it will be the experiences they have been promised.

This theory then postulates that as technicians develop new CRM applications they will always find willing riders with promises of newfound business growth.

What I think may be required is to demonstrate to participants how to best maximise their involvement not just go along for the ride.