Business Services Industry
Most travel companies see CRM as key to success. (CRM).(customer relationship management)(Brief Article)
Customer Interface, January, 2002 by Fraser, Sarah
More than 80 percent of travel companies view customer relationship management (CRM) as a crucial component of their future business success, according to research from KPMG. The KPMG survey, which polled a range of travel and leisure companies in the United States, Europe and the United Kingdom, found that travel companies believe, in the current economic environment, that the need for improved customer retention and more strategically focused customer acquisition is crucial.
Nick Pattie, director of hospitality at KPMG, said: "As a whole, the travel industry has recognized that CRM works best when it is integrated as part of a company's overall business strategy, rather than bolted on to existing technologies and processes. The travel companies...
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