TM Insider 162
The TravelMole Insider – Issue 162
ISSN 1474-2292
29 November 2001
https://www.travelmole.com
THIS NEWSWIRE CONTAINS AN ADVERTISEMENT FROM:
Farebase
NEW PRESSZONE MEMBER: RWA:
RWA’s New Offices Opened By Dr Kim Howells MP
https://www.travelmole.com/news/press/rwa_pz.html
THIS WEEK’S REGULAR FEATURES:
Site of the Week: Rooster.co.uk
People in the Trade: David Morton, marketing manager, Sabre
Poll: Was the government right to give Heathrow’s T5 the go-ahead?
LATEST INDUSTRY NEWS:
1. Virgin Atlantic appoints new sales chief
2. Industry partnership for .travel launched
3. NBTA claims corporates cannot get cheap Orbitz fares
4. New ABTA Cairo Conference dates confirmed
5. ABTA/MORI survey finds most people intend to travel
6. Teletext and Brochurebank sign deals with Beeb.com
7. Festive Holidays ceases trading
8. Square Canary sings a travelling song
CRM FEATURE:
9. Delivering value from CRM
10. CRM – Evolution not Revolution
11. Most travel companies see CRM as key to success
12. CRM begins at home for call centres
13. CRM for small travel businesses
14. Amadeus: ‘CRM is key issue for agents’
15. Worldspan: CRM is mixture of low and high tech solutions
16. Detica puts Eurostar on the high-speed line to CRM Success
17. UK sets up CRM think tank to give a lead in e-business
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TravelMole is a community of over 14,000 travel and tourism
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Editor’s Note
Dear TravelMole Member
The vertically integrated operators have long been criticised
for not making the links between their companies clear to
consumers. Airtours, which published its annual results this
week (see: https://www.travelmole.com/item/64690), has made the
bold decision to rebrand not just the group, but also its
website, airline, hotels and agency outlets under the MyTravel
banner. The move is a brave attempt to increase customer
retention rates and “kick travel retailing into the 21st
century”, giving it one of the strongest brands in travel.
This week, TravelMole is featuring Customer Relationship
Management. While recent research by KPMG suggests that “most
travel companies see CRM as key to success”, Amdeus research
found that 71 percent of travel agents polled didn’t know what
CRM stood for. Atuksha Poonwassie, Director of Focus2020, has
produced an explanation for TravelMole users on the background
to CRM, explaining that it is “evolution not revolution”.
Please do submit any comments on these issues, either using
the ‘add a comment’ facility on the article itself, or
mailto:[email protected]
Best wishes
Richard Hammond
mailto:[email protected]
LATEST INDUSTRY NEWS
1. Virgin Atlantic appoints new sales chief
An ex-RAC boss has been named the new sales and distribution
director at Virgin Atlantic, TravelMole can reveal.
https://www.travelmole.com/item/64729
2. Industry partnership for .travel launched
Senior industry representatives have met in Montreal to take
the “.travel” internet Top Level Domain initiative forward.
https://www.travelmole.com/item/64808
3. NBTA claims corporates cannot get cheap Orbitz fares
The National Business Travel Association (NBTA) in America
claims that 96 percent of corporate travel managers have been
unable to find fares offered by Orbitz through a CRS.
https://www.travelmole.com/item/64720
4. New ABTA Cairo Conference dates confirmed
Following on from the success of this year’s Lisbon conference,
ABTA has confirmed that new dates have been agreed for the Cairo
Convention in 2002.
https://www.travelmole.com/item/64874
5. ABTA/MORI survey finds most people intend to travel
MORI has carried out a survey on ABTA’s behalf investigating the
likely behaviour of holiday makers in the light of the current
war on terrorism.
https://www.travelmole.com/item/64866
6. Teletext and Brochurebank sign deals with Beeb.com
Teletext and Brochurebank have signed deals with online shopping
portal beeb.com.
https://www.travelmole.com/item/64809
7. Festive Holidays ceases trading
ABTA has released a statement saying that Festive Holidays Ltd
has ceased trading.
https://www.travelmole.com/item/64740
8. Square Canary sings a travelling song
Anyone working in London will find the daily travel alert from
Square Canary, updated every six minutes, much chirpier than the
London Transport multi-page tome.
https://www.travelmole.com/item/64862
CRM FEATURE:
9. Delivering value from CRM
The editor of CRM-forum detects a growing disillusionment on the
client-side as to the benefits achievable from CRM and describes
how disillusionment is understandable but misplaced.
https://www.travelmole.com/item/64669
10. Customer Relationship Management – Evolution not Revolution
Atuksha Poonwassie, Director of consultants Focus2020, provides
TravelMole users with some advice on CRM.
https://www.travelmole.com/item/64890
11. Most travel companies see CRM as key to success
Over 80 percent of travel companies see CRM as key to the future
success of their business, according to a report, ‘CRM and the
Global Travel Industry’, commissioned by KPMG.
https://www.travelmole.com/item/63229
12. CRM begins at home for call centres
Management of the country’s call centre industry have been told
that CRM must begin before calls are put through to agents, if
investments are to be maximised.
https://www.travelmole.com/item/64680
13. CRM for small travel businesses
At World Travel Market this year, Paul Richer, Genesys
Consulting, urged small travel businesses to embrace Customer
Relationship Management.
https://www.travelmole.com/item/64873
14. Amadeus: ‘CRM is key issue for agents’
Amadeus unveiled research at this year’s ABTA convention that
identifies how travel agents should deliver on CRM.
https://www.travelmole.com/item/62481
15. Worldspan: CRM is mixture of low and high tech solutions
At World Travel Market this year, Tim Wright, staff vice-
president e-commerce, Europe, Middle East and Africa, Worldspan,
spoke of the importance of Customer Relationship Management.
https://www.travelmole.com/item/64947
16. Detica puts Eurostar on the high-speed line to CRM Success
Leading UK consultancy develops customer-centric strategy for
international train service.
https://www.travelmole.com/item/64861
17. UK sets up CRM think tank to give a lead in e-business
A new website has now been announced to demonstrate best
practice marketing and CRM on the web, aimed at CEOs and senior
marketing directors of businesses of all sizes, from SMEs to
large corporates and covers a wide range of sectors including
travel, retail, banking, automotive and chemical industries.
https://www.travelmole.com/item/64859
REGULAR FEATURES:
People in the Trade: David Morton
David has worked with Flightbookers, Carlson Wagonlit Travel
and Deckchair.com (Bob Geldof’s Internet travel venture).
He is now the UK and Ireland Marketing Manager for Sabre.
Read his entry in TravelMole’s Who’s Who in Travel and
Tourism: https://www.travelmole.com/cgi-site/whoswho.cgi
Site of the Week: Rooster.co.uk
Rooster are one of the UK’s biggest integrated communications
companies, and list some of the biggest names in online travel
amongst their clients. TravelMole’s reviewer, Adrian Mann,
says: “A very nice looking site…[but]…You’ll need Flash to
view their site – no Flash, no site. It would be nice if an
alternative HTML version was provided….” Read his full review:
https://www.travelmole.com/featured_sites.html
Poll
====
Was the government right to give Heathrow’s T5 the go-ahead?
Vote now on the TravelMole home page: https://www.travelmole.com
Results so far: Yes: 60%; No: 40%
Any Answers
Letter from a ‘Whinger from Down Under’
We Aussies know that Great Britain has a moat around it but why
have the English now put up a ‘Tourists Not Welcome’ sign?
https://www.travelmole.com/item/64713
CareerZONE
This week on TravelMole there are 111 travel-related job
vacancies, all listed at:
https://www.travelmole.com/cgi-site/tmjobs.cgi
If you want to be the first to know about a new vacancy that
matches your own interests, just set up a Job Vacancy Alert and
we’ll send you an email as soon as the job is posted.
https://www.travelmole.com/cgi-site/tmjprofile.cgi?action=insert
PressZONE Members – the latest press releases from the trade
NEW MEMBER: RWA
RWA’s New Offices Opened By Dr Kim Howells MP
https://www.travelmole.com/news/press/rwa_pz.html
Active Hotels: Active Hotels secures expansion funding
https://www.travelmole.com/news/press/activehotels_pz.html
Aerotech: Acquisition of TISS business
https://www.travelmole.com/news/press/aerotech_pz.html
British Airways: New oneworld advertising campaign focuses on
creature comforts
https://www.travelmole.com/news/press/ba_pz.html
Call-link: Dynamic new provider offers first true total
technology solution
https://www.travelmole.com/news/press/call-link_pz.html
Farebase Ltd: Telme launches Farebase.co.uk, an online booking
and information portal for agents
https://www.travelmole.com/news/press/farebase_pz.html
Flightpath NCP: NCP online airport parking
https://www.travelmole.com/news/press/ncp_pz.html
FSS Group: FSS drives ahead with new business success
https://www.travelmole.com/news/press/fssgroup_pz.html
Intrepid Travel: Intrepid wins global recognition for Responsible
Tourism
http://www.tra
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