| Journal: TWUK | Section: |
| Title: | Issue Date: 08/10/01 |
| Author: | Page Number: 2 |
| Copyright: Other |
• World Travel Market weekly update •
WTM, Earl’s Court, London
November 12-15 2001
Meridian Days: November 12 and 13
International Travel Trade Open Days: November 14 and 15
WORLD Travel Market is to turn the spotlight on the latest buzzwords for the industry – effective customer relationship management.
In partnership with KPMG, one of the world’s leading professional services companies, WTM will lead the industry one step beyond e-travel with a high profile debate entitled ‘Who Cares?’ The debate will be held at the central feature area on Tuesday November 13 at noon. It will bring together three senior industry figures and a consumer representative to address the problems and identify opportunities.
WTM group exhibition director Fiona Jeffery said: “The next big challenge facing the travel and leisure industry is how to manage information technology effectively, while at the same time maintaining and improving customer relationships.”
The debate will be chaired by Oliver Tant, partner in the travel practice of KPMG.
“The sector is experiencing a period of intense change,” he said. “Travel businesses are facing increasing customer demands, and loyalty is becoming an endangered commodity.”
KPMG will present key findings from a top-level international survey on customer relationship management practices within the travel industry, commissioned for WTM.
The survey will provide a ‘snapshot’ of the current level of customer relationship management activity by: understanding the investment in customer relationship management; identifying the principal customer relationship management ‘tools’ and procedures being used by companies; seeking to quantify the benefits of customer relationship management; evaluating the perception of customer relationship management and how it will be used in the future. “E-travel has meant that the industry has had to rethink, reinvest and restructure, but that does not mean the revolution is abating,” said Jeffery.
The customer relationship management debate will be the core theme throughout WTM’s popular seminar programme, taking place on all four days. Seats for the ‘Who Cares?’ debate and seminars can be booked in advance by calling 01727 738857; fax 01727 738867; e-mail: seminars.wtm@dataco-systems.com.