Sunday, March 06, 2005

Implementing CRM in Travel

Over the last 3-5 years a great deal has been written about CRM and related technology. In fact to some extent the term CRM has simply become another buzz word that lacks a consistent definition. Are opt-in email campaigns that target specific pre-defined preferences an example of CRM? How about the concept of "my trip" folders for online travel reservations. Both of these are customer facing activities, but in reality, CRM is much more than database marketing or personalized Web capabilities. Successful CRM means delivering differentiated service to a company's best customers. The recent flap about AA removing pillows from their flights has been used by some pundits as a poor example of CRM practice. In reality it is not about general amenities such as pillows, but specific services given to recognize the value of good customers. This concept does raise some interesting social issues. Do suppliers ever want to show preferential treatment to one class of travelers vs another? I believe the answer is yes, but not to the detriment of the other consumer. In fact this has already been happening for some time as better customers get the upgrades, and first selection of meal selections (at least in FC) on most airlines. The overriding goal of CRM initiatives must be treating good customers consistently at every touch point. As airlines embrace new low cost, next generation distribution platforms, an opportunity arises in using new technology to better target a suppliers' best customers. Travelers need to be rewarded not only for their patronage, but the overall value (including how they booked their reservation) they bring the supplier. Rewarding travelers with tangible amenities for direct bookings is one important way to apply CRM techniques to drive lower distribution costs.

19 comments:

Anonymous said...

housing senior
[url=http://vimeo.com/user4498961]cheap hotel price
[/url]trade class vs saving
accomodation business
matter birth flights
[url=http://www.earthday.org/users/48490]hotel champs elysees
[/url]inexpensively flights to la
greatest diet deals
guest-house booking sites
[url=http://www.fairview.org/cty/members/klemot/default.aspx]hotel book
[/url]breakfast deals
swiss similar to saving group
plane booking sites
[url=http://www.youthcabinet.org/profile/Josh]hotel price bidding
[/url]base house to bod
via breakfast
booking fellowship
[url=http://www.beautyresearch.com/blogs/alexa/archive/2010/08/15/hotels-and-accomodations.aspx]find hotel suite
[/url]b&b booking
hostelry ca
budget-priced printing
[url=http://www.mazdacommunity.com/profiles/blogs/special-hotel-offers-or]cheap dubai hotels
[/url]deals give one's opinion of
five morning star motel deals
tourism guest-house sale-priced

Anonymous said...

casino slot machines online
internet gambling and
pre-eminent casino motor hotel biloxi
how stop gambling starts
casino online expect echeck
free pick three tennessee drawing software
euro vegas online casino
bingo online casino poker onlinepoker
casino grand bay
online casino guide credit card
allintitle jackies strip poker party casino gambling slots
nationalist raffle results
free online gambling slots
gambling online-player online-gambling slotsonline
unfetter pool software
online sports gambling
reno gambling packages
virginia lotto south results
best gambling rules
online casino usa accepted
free online texas holdem game
Neteller online casino deposit bonus
online casinos accepting echeck
texas lotto results report
Online casino free bonus
gambling sites japanese
les strategies de poker en ligne
recensioni dei migliori casino online
free online slot casino
free blackjack game online
offshore gambling boat casino
secure gambling
royal oasis casino bahamas

About Health Blog said...

As airlines embrace new low cost, next generation distribution platforms, an opportunity arises in using new technology to better target a suppliers' best customers.

Anonymous said...

Hi there, just became alert to your blog through Google, and found that it's truly informative. I'm gonna watch out for brussels.

I'll be grateful if you continue this in future. A lot of people will be benefited from your writing. Cheers!

Also visit my web page :: ProEnhance review

Anonymous said...

Magnificent site. Plenty of helpful info here.
I'm sending it to a few buddies ans also sharing in delicious. And obviously, thank you to your effort!

Here is my weblog :: buy virility ex

Anonymous said...

I seriously love your site.. Very nice colors
& theme. Did you create this website yourself?
Please reply back as I'm wanting to create my own personal website and would like to learn where you got this from or just what the theme is named. Appreciate it!

Look at my site www.fangyutl.com

Anonymous said...

You can definitely see your expertise within the article you write.
The sector hopes for even more passionate writers like you who
aren't afraid to mention how they believe. At all times go after your heart.

My homepage: hoodia balance

Anonymous said...

I always emailed this weblog post page to all my friends, because if
like to read it after that my links will too.

my homepage labrada pro v60

Anonymous said...

Hello very nice website!! Guy .. Excellent ..
Wonderful .. I will bookmark your web site
and take the feeds also? I am glad to find a lot of useful info right
here in the put up, we want develop extra strategies in this regard,
thanks for sharing. . . . . .

Also visit my site ... Herbalcurenow.Com

Anonymous said...

Good article. I'm facing many of these issues as well..

my web site :: buy provillus

Anonymous said...

Have you ever considered creating an e-book or guest authoring on other websites?
I have a blog based on the same subjects you discuss and would love to have you share some stories/information.
I know my readers would enjoy your work. If you are even remotely interested, feel free to shoot me an e mail.



Visit my homepage: hgh Energizer

Anonymous said...

I was wondering if you ever thought of changing the structure of your
site? Its very well written; I love what youve got to say.
But maybe you could a little more in the way of content so people could connect with it better.
Youve got an awful lot of text for only having 1 or two images.
Maybe you could space it out better?

my web site; Buy smoke Deter

Anonymous said...

I have been surfing online more than three hours
today, yet I never found any interesting article like yours.
It is pretty worth enough for me. In my opinion, if all website owners and
bloggers made good content as you did, the net will be a lot more useful
than ever before.

Have a look at my blog post :: http://breastactives.orbs.com

Anonymous said...

Epimedium, or Horny Goat Weed, is a Chinese herb meant
to boost sexual libido and sensation. In addition, you will get
a permanent enlargement in a few months of use.
The best advisable thing is to consult your doctor before deploying any male enhancement pill as he will suggest you
the best quality pill suiting your body type.

Also visit my web-site: Vigrx plus

Anonymous said...

What's up, after reading this awesome paragraph i am also happy to share my familiarity here with mates.

Also visit my web page ... venapro reviews and feedback

Anonymous said...

What a information of un-ambiguity and preserveness of valuable knowledge about unexpected feelings.



Look into my web-site; capsiplex

Anonymous said...

how to get pregnant fast
Another source of estrogen is myco-estrogens which comes from the colon through the activity of candida. It is understandably tough for cancer victims to believe forward to the time of their lives when they will be close to succumbing to their situation.

Anonymous said...

When I originally commented I clicked the "Notify me when new comments are added" checkbox and now
each time a comment is added I get four e-mails
with the same comment. Is there any way you can remove me
from that service? Thanks a lot!

my website - male impotence ()

Anonymous said...

Very Helpful Post. Keep sharing such informative articles.
Visit us Our website and enjoy casino games online.