Hotel Online  Special Report

Battleground CRM:  How Are Leading Travel Companies Using
CRM to Unlock the Full Revenue Potential of their Customers?

On 23-24 January 2007 EyeforTravel will in holding their inaugural CRM in Travel conference in San Francisco.  This event see speakers from highly-successful travel companies gather to debate the latest trends in CRM, Loyalty and Customer Service. Companies represented include:  Southwest, Starwood, JetBlue, Fairmont Hotels, Best Western, British Airways, Delta, American Airlines, Hotwire, Alaska Airlines, The Venetian, Walt Disney, Travelocity, Expedia, AIR MILES and TripAdvisor. (For a full list of speakers scroll down to the bottom of this article) 

To see a full agenda and a list of speakers visit:

(Book before 1st December to qualify for the early-bird rate)

The US travel industry may be going from strength to strength, but the market is maturing, making it more important than ever for businesses to differentiate themselves.  Small wonder then, that customer retention, effective loyalty programs, an optimized website and improved personalization have become such hot issues – issues which all appear on the CRM in Travel 2007 agenda.  Increasingly, it is these factors that separate the leaders in travel from the rest of the pack. 

For more information on this event

To request a brochure visit:

The first day opens with industry heavyweights Henry Harteveldt and the VP Inflight Experience of JetBlue discussing how CRM is evolving and giving their predictions for the future.  Then the conference will look at one of the fundamental principles of CRM - delivering the brand promise.  CRM Directors from Fairmont, Best Western, British Airways and Kimpton Hotels will come together to discuss how delivering the brand promise has improved their retention levels. 

Everyone knows they need to be offering their customers personalized content and customized communication, but this it is easier said than done.  The MD of Interactive Marketing from American Airlines and the Director of CRM from Alaska Airlines will be giving case-studies on how the airline industry is engaging it’s customers through personalized approach.  Following this the MD of will be delivering a keynote presentation on website optimization.  Finally, highly-acclaimed speakers from Walt Disney Parks and The Venetian will reveal how they have integrated CRM with Revenue Management and Pricing to appeal to price sensitive customers. 

On the second day the focus shifts to boosting customer retention and building loyalty.  The first session will examine how the Online Travel Agencies have created loyal customer and enviable retention rates.  Speakers include the Director of Retention and Loyalty from Expedia.  The remainder of the second day will be looking at best practices for managing loyalty programs.  The travel industry might have pioneered the loyalty program, but for most companies, today’s schemes no longer live up to their full potential.  Delegates can hear from well-known brands Sol Melia Hotels, AIRMILES and Southwest Airlines and benchmark their own loyalty strategy.  The conference ends with an in-depth analysis of the loyalty trends for 2007. 

EyeforTravel is a global online publisher and conference company focusing on distribution, marketing and technology developments in the travel and tourism industries.  Their conferences are renowned as key meeting places for senior-level executives, from across the industry, to meet, network and discuss strategy.  To find out more visit:

Delegates can also qualify for the early-bird discount they book before 1st December.  For information on reserving your place visit:

Helen Raff 
+1 773 929 4032

List of speakers:

Vicky Stennes, VP Inflight Experience, JetBlue 
Rachel Ryerson, Field Director Marketing and CRM, Starwood Hotels and Resorts Worldwide 
Henry Harteveldt , Vice President & Principal Analyst, Travel Research, Forrester Research (tbc) 
Jon Mamela, Director of Relationship Marketing, Fairmont Hotels 
Gary Sain, Chief Marketing Officer/Partner, Yesawich, Pepperdine, Brown & Russell 
Thomas Brandt, General Manager, & Self-Service – International 
Rob Friedman Managing Director - Interactive Marketing, American Airlines 
Jens Thraenhart, Executive Director of Marketing Strategy & Customer Relationship Management, Canada Tourism Commission
Theresa Fox, VP Operations and Product Management, Groople 
Barbara McCollister, Senior Director of Sales & Business Development, Travel Ticker by Hotwire
Marston Gould, Director Customer Relations Management, Alaska Airlines
Rom Hendler, VP Strategic Marketing, The Venetian Resort Hotel Casino
Dave Pelter, VP Pricing, Farecast 
Cameron Davies, Consumer-Centric Revenue Optimization, Walt Disney Hotels and Resorts 
Ruth Hutson, Director of Retention & Loyalty, Expedia
Sotiris Damianos, Sales and Marketing Director, Hotelopia
Adriana Toledo, Director Loyalty Programs, Americas Division, Sol Melia Hotels and Resorts
Caroline Papadatos, Chief Knowledge Officer, AIR MILES Reward Program
Sarah Welch, Director of Customer Marketing, TripAdvisor
Rick Ferguson, Editorial Director, COLLOQUY 
Rich Johnson, Director of Customer Care, Best Western International
Peter Schinasi, Director of Relationship Marketing, British Airways
Renee Will George, Director of CRM & Strategic Marketing, Kimpton Hotels
Debra Benton, Director Loyalty Marketing, Southwest Airlines 




Also See: Revenue Management & Pricing in Travel 2006 is Less than One Month Away; EyeforTravel's Revenue Management and Pricing in Travel 2006 event is being held October 4-5 at the Holiday Inn Mart Plaza, Chicago / September 2006
One Month Left to Register for the Travel Distribution Summit USA 2006.  Senior Executives Representing the Leading Travel Companies Convene to Debate the Latest Industry Trends / August 2006
Top Executives from Marriott, Hilton, Carlson, Starwood and Cendant Comment on the Latest Marketing and Distribution Trends / August 2006
Fresh Approaches to a Fully Integrated Revenue Management Strategy to be Debated by Ritz Carlton, Dollar Thrifty, Hyatt International, Omni Hotels, JetBlue, Delta, Resort Quest Hawaii, Harrah's, WestJet and Many More / August 2006
Senior Executives from America’s Leading Travel Companies Meet to Debate the Most Profitable Distribution Strategies / July 2006
Senior Executives from America’s Most Profitable Travel Companies Discuss How to Thrive in Today’s Highly Competitive Marketplace / June 2006
Intercontinental, Club Med, Hilton, Starwood and More Debate the Latest Sales and Marketing Strategies / February 2006
Senior Strategists to Debate Which Travel Distribution Business Model Will Dominate / September 2005
Intercontinental, Expedia, Starwood, Cendant, Yahoo! and More Assess the Future of Online Travel Distribution / August 2005
What Impact Are Search Engines Having on Hotel Distribution Online? / April 2005
Stelios, Intercontinental, Expedia, Google, Cendant, Yahoo!, Kuoni,, Opodo, Ryanair, Sol Melia and Many More Debate Future of European Travel Distribution / April 2005
Senior Hotel Executives Meet to Discuss Latest Revenue Management and Pricing Strategies; Hear from Companies Such as, Club Med, Intercontinental, Starwood, Cendant, Vail Resorts / March 2005
Leading Hotel Executives Debate Crucial Sales and Marketing Strategies / March 2005
Top Hotel Revenue Management Professionals from Club Med, Intercontinental, Starwood, Cendant, Vail Resorts and Fairmont, Meet to Discuss How to Increase Profits through Pricing Strategies and RM Techniques / February 2005
Hilton, Intercontinental, Starwood, Leading Hotels of the World, Aston Hotels and the Sol Group Corporation and Many More to Debate US Sales and Marketing Strategies / January 2005
Leading Hotel Chains and Intermediaries to Debate Sales, Marketing and Pricing Strategies / July 2004
Leading Hotel Chains and Online Intermediaries to Debate Revenue Management and Pricing Strategies / June 2004
Hilton, Kimpton, Sol Melia, Best Western, Hotwire, Priceline and WorldRes to Discuss Revenue Optimization Strategies in the Hospitality Sector / May 2004
Hospitality Heavyweights Debate Groundbreaking Sales and Marketing Strategies / January 2004
Best Western, Intercontinental, Cendant, Outrigger, Carlson Hospitality, Travelweb, Travelocity, Hotwire, Orbitz and WorldRes to debate Hospitality Distribution on the Web / July 2003

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