Meet, network and do business with the leading CRM professionals in travel
Early Bird
D is
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If you regis
400
Part of EyeforTravel’s Sales and Marketing Series ter before
November
30th, 200
7
CRM in Travel 2008
29-30 January 2008, Sheraton New Orleans Hotel, New Orleans
Harness the true power of CRM:
Build Loyalty & Maximize Profits
Everything you need to know to energize your Hear from these leading
CRM strategy and release maximum value travel companies:
from your customer relationships
Discover how to define, implement and grow a winning CRM
strategy
Identify where CRM responsibility and management fits in your
organization to achieve the best results
Find out which loyalty-marketing trends can stimulate
customer retention – and which are simply ‘hype’
See for yourself how eCRM initiatives can drive loyalty online
Stand out from the rest! Key strategies for differentiating your
loyalty program
Learn how to bring your brand promise to life
Understand the key to successfully designing and
implementing a truly personalized approach
Achieve the maximum return from your CRM investment
If it doesn’t apply to Researched and Organized by:
you please pass it to a
colleague who is involved
in customer loyalty
The sooner you book the MORE YOU SAVE

Everything you need to know to energize your CRM strategy a
Day 1 - Tuesday January 29, 2008 - 9am to 5:30pm
SESSION 1 - PRESENTATIONS & PANEL • How can crM differentiate your business? SESSION 4 - WORKSHOP
Implementing a CRM Strategy Find out how to successfully manage How can you drill into CRM
customer experiences for different
customer profiles.
opportunities throughout your
• What criteria should you use? select
appropriate goals for you strategy and
travel company?
• What are the practical challenges when
learn from our experts what is needed to designing and implementing a more • Where does really crM fit in your
run crM in your business more easily. personalized approach? organization and who is responsible for
• What is the most expedient and effective managing whole crM process? Who
• How do you measure the impact of should be?
sequence of the steps to effective crM? providing an “experience” compared to
• Identify the department most responsible simply providing a service? How effectively • What organizational structure and mindset
for implementing crM. are companies measuring the customer do you need to enable an effective crM
experience? Hear about best practices. strategy? Who is involved, what skill-sets
• Find out advantages and disadvantages of and competencies are required at an
using crM systems. • What is the secret of developing true executive level and beyond?
one-to-one relationships and customer
• Do you know what is working and what is • How can you buy-in for your crM
experiences across a varied customer
wasting your marketing budget? are your strategy? address the needs of
base?
crM initiatives meeting their goals? stakeholders from the bottom to the
Diane DeWindt, Director of Customer Insight, very top.
• learn how to develop roI methodology for Starwood Hotels and Resorts Worldwide
your crM investment. • learn why it so important to build a cross
liliana Daminato, Director of Customer
functional team and who needs to be
• When only active members count, how Management, British Columbia automobile
involved for maximum results.
do you measure the effectiveness of your association
loyalty program? • Why it is so important to implement service
Natasa christodoulidou, Ph.D, Assistant
culture training at all levels of the company.
Professor of Marketing, California State
• learn from our experts what role metrics How to create the right environment to
University, Dominguez Hills
play in ensuring your crM success. deliver brand promise.
Identify and apply the right metrics for your
SESSION 3 - PRESENTATIONS & PANEL • learn how to empower front -desk
organization.
Retain customers by consistently employees to make good company
• once the relationship is established how decisions that also benefit customers.
do you nurture it? Identify the steps for
delivering your brand promise
• What are the most common pitfalls? What
creating loyal customers. • Define what is meant by a “brand promise”? do you need to do differently to ensure your
Jill Noblett, VP Loyalty and Direct Marketing, company crM initiatives work
• How do you know if you are delivering the
Wyndham Hotels Worldwide
brand promise? How can you measure it? toby Niger, Director of Loyalty Marketing,
David Norton, VP, loyalty marketing (tbc) Omni Hotels
• consistency is vital. are you consistently
More speakers for this session to be Bob Gilbert, EVP, intrasight
delivering “on brand” across all customers
announced shortly
touch points, regardless of channel? More speakers for this session to be
announced shortly
SESSION 2 - PRESENTATIONS & PANEL • How do you train your employees to
How well do you know your provide a distinct service, in keeping with
customer? The benefits of a your brand promise?
complete customer view and • crM is not simply about tracking and
smart segmentation revealed technology. Understand why creating a
memorable experience and differentiating
• Integrating data across the organization your brand is important.
for most companies is very challenging.
• one brand does not fit all. Big
Find out why it is so crucial to have a 360-
organizations can find it especially
degree view of your customer and how to
difficult to connect with customers and for
successfully achieve it.
franchisees it is hard to compete. Find out
• Does your website address different how to overcome these hurdles.
customer groups? learn how other adriana toledo, Loyalty Programs Director,
companies successfully segment online. Sol melia Hotels & Resorts
• Hear expert tips on keeping customer Kimpton Hotels -
profiles updated easily. How can you speaker to be announced shortly
provide your customers with easy-to More speakers for this session to be
access ways to update and maintain announced shortly - please check
their own preferences? www.eyefortravel.com/crm for updates
Book now at: www.eyefortravel.com/crm

and release maximum value from your customer relationships
Day 2 - Wednesday January 30, 2008 - 9am to 4pm
SESSION 1 - PRESENTATIONS & PANEL SESSION 2 - PRESENTATIONS & PANEL SESSION 3 - PRESENTATIONS & PANEL
How do loyalty programs continue Discover how to manage your Identify the top loyalty-
to add value and how do they fit eCRM initiatives in the world of marketing trends & innovations
into your CRM strategy? internet-based loyalty that are fuelling increased
• When customers experience problems
customer retention
• What defines a good loyalty program? How
can opportunities for truly interactive and with your website you run the risk of • the customer centric world is evolving
mutually beneficial relationships be created losing them. How can you make sure that all the time. are such concepts as
cost effectively? What are the best ways of your website is always current, informative customer experience Management
building distinctive customer relationships? and user friendly? (ceM) and customer Managed
• You loyalty program is potentially a highly • learn how to make branding interaction a relationships (cMr) reflected in
effective direct marketing tool- find out how positive experience for every online user. your approach to the customer?
to use it. • Find out why you should address Where are we heading now?
• Does your loyalty program look the same as customer segmentation issues and • Hear what impact Web 2.0 can
your competitors’? Find out the secrets of personalize the customer website have on your crM process. should
differentiation in a crowded marketplace. experience. loyalty marketers able to build virtual
• How important is it to personalize all communities that interact via a branded
• some experts argue that loyalty programs
electronic customer communications? platform? Hear the latest thinking
do not create genuine customer loyalty. Find
out what successful loyalty programs can • Is your website capturing customer data to on how to build loyal communities
and do deliver. feed your crM initiatives? If not, why not? through enabling social networks.
• Many believe that frequent-flyer miles have • keeping customers on your website. • Will user generated content (UGc)
been devalued and airline programs are a Discover how to “own” the customer eventually impact customer loyalty
victim of their own success. What are the throughout the travel planning and and retention? should monitoring sites
lessons to be learned? decision- making cycle. with reviews be included in crM?
• airline programs have become “frequent • How should your website operate? Find • New opportunities to create loyalty
buyer” rather then frequent flyer” programs out which cutting edge features are are emerging via mobile marketing.
as their partners allow members to earn available to create an excellent online Get up to speed on the growing
and redeem miles without taking a flight. travel planning and booking experience? trends including mobile mapping
What are the consequences of this policy? • Find out how to get the most from your capabilities, mobile search engines
online marketing via personalized, and mobile advertising.
• Hotels with umbrella corporate programs
targeted e-mail campaigns.
and credit card partnerships are offering ken leeder, Founder & CEO,
more and more ways to earn point and randy cuff, Director of CRM Development, RealTravel
enjoying growing program membership. intrawest
Josh Herst, Founder & CEO,
Will this growth continue? Jeff rosenzweig, Senior Manager of CRM TriphHub
and E-mail Marketing, Travelocity
• learn how to successfully manage loyalty Zachary McGeary, Associate Analyst,
programs for different customer segments. Destination Hotels & Resorts -
Jupiter Research
speaker to be announced shortly
• Is a global loyalty program with worldwide
members really possible? What is the future
of loyalty programs in emerging markets? Ample NetworkiNg opportuNities
• redemption of points is the “moment of
truth” for your loyalty program. Find out End your information-packed first day at the people you missed. By limiting the
how to manage what happens next to our NEtwORkING cOcktaIL paRty. number of emails we’ll ensure that you
your advantage. All attendees, speakers and exhibitors only hear from potential partners and
Gregory Brown, VP Choice Privileges, are invited to attend. avoid spam.
Choice Hotels It is the ideal place to catch up with old
ken Bott, Director of Global Consumer friends, make valuable new contacts and
Marketing, interContinental Hotels Group chat with the experts.
kevin Walsh, Corporate Senior Director of In addition, our ONLINE cONtact
CRM, Ritz-Carlton Hotel Company cENtRE will allow you to organize
steve Mathwig, Director of Loyalty Marketing, meetings in advance and get a base
midwest airlines with those crucial contacts. This online
system will be up and running before the
Namrata patel, Director of Marketing event so you can make initial contact
Programs, Red lion Hotels and after the event to catch-up with
Register online: www.eyefortravel.com/crm

For more information visit www.eyefortravel.com/crm2007
For more information visit www.eyefortravel.com/crm
“Perfect mix of travel industry trends,
technology and customer insight!!”
Andrew Chang, AirTran Airways
Take parT in The evenT ThaT’s forward. The range of loyalty program quicker, more informed decisions on everything
options, the best eCRM initiatives, the reality from selling to target marketing strategies.
guaranTeed To energize your of delivering a brand promise, utilizing user Our experts explain how integrated data can
Thinking on Travel’s Top-of- generated content and mobile technology: be used to ensure that every customer gets
The-agenda concern: crM and these and many other burning topics are exactly the right message. Recognition is also
cusToMer service sTraTegies covered in depth. At CRM in Travel 2008, a key way of personalizing your service and
you will find everything you need to know to creating exciting online marketing campaigns
for 2007 – and beyond address these challenges. and unique guest experiences. Find out how
the cRM event of the year for marketers Savvy organizations invest in the strategic to unlock the true potential of your data and
serious about building winning cRM capabilities needed to improve their achieve true 1:1 marketing.
strategies! competitiveness and profitability for today and
in the future. We’ll show you how world-class
geT up To speed on The laTesT loyalTy
If you are interested in how CRM can boost
organizations utilize CRM effectively to further MarkeTing Trends
sales, build long term customer loyalty and
deliver fantastic bottom line results for your develop their customer relationships. The customer centric world is evolving at
organization, then this is the one event you If you want to keep ahead of the pack on these such a pace it is easy miss out on some of the
really can’t afford to miss. vital topics – book now! most exciting new concepts. Are you up to
speed on all the high growth areas, including
This year we look at CRM from a marketing
mobile technology? Some experts also believe
viewpoint: protecting your existing database
that user generated content will soon impact
through improved customer satisfaction, loyalty “It was very valuable to customer loyalty and retention… And how
and retention initiatives as well as boosting
be at a conference that focused much do you really understand about building
revenue by identifying and maximizing cross
solely on CRM in Travel.” loyalty communities through social media?
sell and up sell opportunities.
Rapidly evolving technology changes customer
Kristen Lee,
Over the course of two information packed behavior – which has a knock on effect on
Senior CRM Manager, Expedia
days, you will experience a wide range of traditional CRM techniques. Come and learn
thought provoking and challenging sessions about the opportunities created by niches.
designed to stimulate and inform. Created Our CRM experts reveal where to focus your
by senior travel industry specialists and CRM attention so you don’t get left behind.
thought leaders – and supported by the latest a highly researched agenda
in-depth research findings – CRM in Travel focused on The key issues creaTing MeMorable, effecTive, resulTs
2008 gives you a real insight into the secrets of facing you Today orienTed loyalTy prograMs
successful CRM. A successful loyalty program is one that
sTep by sTep sTraTegy iMpleMenTaTion
The comprehensive agenda includes all the stands apart from those offered by your key
A planned and integrated approach is vital to
current top priority issues – as well providing competitors – but achieving differentiation
CRM success because single, stand-alone
the latest information and guidance from and real interaction is harder than it looks.
initiatives simply cannot achieve the same level
those companies who are already successfully What are the main components of a good
of success, or deliver the maximum rewards.
tackling them. Each session includes the loyalty program? Some organizations find it
Our experts help you to understand all the key
opportunity for you to ask questions of industry hard to create mutually beneficial relationships
steps in the CRM process as well as how to
leaders – the professionals in the ‘hot seat’ are – discover how it really is possible to create
measure the effectiveness of your initiatives.
all actively involved in creating and managing win: win loyalty programs. Hear real solution to
Having implemented a CRM strategy you will
successful CRM strategies. these critical questions!
also need to develop ROI methodology so you
can see you are not wasting your marketing
dollars. Learn how to check whether or not At CRM for Travel 2008 we guarantee you the
“Great conference. your CRM efforts achieve their goals. And last chance to network with leading CRM experts,
Topical, current and insightful.” but not least: once the relationship with your share cutting edge strategies and experiences
customer is established, how do you nurture it? and come away with the tools you need to
Namrata Patel,
By the end of this session you will be familiar succeed in CRM. This event sold out last time
Director of Marketing Programs,
with the entire CRM process leading to the so secure your place now!
Red Lion hotels
creation of loyal customers. We look forward to welcoming you to New
Orleans, 29-30 January
really geT To know your cusToMer Don’t wait! this is the cRM event you really
cusToMer-cenTric organizaTions via sMarT segMenTaTion and can’t afford to miss…
achieve success by acTively a 360° cusToMer view
building lifeTiMe loyalTy True CRM brings together information from all
This event will give you the detailed insight your company data sources giving one holistic
needed to build robust and workable loyalty view of each customer in real time. This allows
marketing programs – and all the ideas and customer facing employees in areas such as
information needed to drive your strategy sales, customer support and marketing to make
Register now by calling Sinead on: +44 207 375 7228

2 days packed-full with expert analysis, case-studies and networking
Early Bird
D is
SAVE US$ count
If you regis
400
Part of EyeforTravel’s Sales and Marketing Series te r before
November
30th, 200
7
CRM in Travel 2008
29-30 January 2008, Sheraton New Orleans Hotel, New Orleans
Reasons to confirm your attendance today… Just imagine what you could
learn from these industry
1 UNIqUE NEtwORkING OppORtUNIty experts:
You’ll have ample opportunity to establish, cement and renew relationships
with your industry peers. With networking a key element of this event, you’ll Jill Noblett, VP Loyalty and Marketing,
be able to meet with speakers and delegates who are all facing the same Wyndham Hotels Worldwide
complex challenges as you. Greg Brown, VP Choice Privileges, Choice Hotels
2
David Norton, VP Loyalty Marketing,
FOcUSED ON thE LatESt BUSINESS cRItIcaL ISSUES Harrah’s Entertainment
The conference agenda is put together by the travel industry for the travel
Diane DeWindt, Director of Customer Insight,
industry. We’ve asked hundreds of senior travel executives which topics are
Starwood Hotels and Resorts Worldwide
top of their agenda, and developed the program only after extensive research.
We are confident that this agenda will provide you with what you need to Kevin Walsh, Senior Corporate Director CRM,
know to optimize your CRM strategy. The Ritz Carlton Hotel Company
Ken Bott, Director of Global Consumer Marketing,
3 hIGh-qUaLIty SpEakERS InterContinental Hotels Group
This event brings together more than 20 speakers, eager to share their Michael Bryant, Marketing Director,
knowledge, experience and predictions. Real life case studies from the SunSwept Resorts
biggest and most profitable companies will allow you to learn from their Toby Niger, Director of Loyalty Marketing,
successes – and mistakes. Omni Hotels
4
Zachary McGeary, Associate Analyst,
INtERactIVE paRtIcIpatION Jupiter Research
This conference has been structured to encourage active participation, giving
Josh Herst, Founder & CEO, TripHub
you the opportunity to exchange ideas with speakers and fellow delegates
and get your questions answered. After each session an array of panellists will Namrata Patel, Director of Marketing Programs,
Red Lion Hotels
be available to answer your queries and talk over the issues at hand.
Randy Cuff, Director of CRM Development, Intrawest
Steve Mathwig, Director of Loyalty Marketing,
5 Easy Ways To Register Midwest Airlines
Ken Leeder, Founder & CEO, RealTravel
• Email: patrycja Bobek at patb@eyefortravel.com Liliana Daminato, Director of Customer Management,
We will need your full contact details to process your registration. British Columbia Automobile Association
Jeff Rosenzweig, Senior Manager of CRM and E-mail
• Fax: Back this form to: +44 207 375 7576
Marketing, Travelocity
• Call: +44 207 375 7216 Adriana Toledo, Loyalty Programs Director, The
• OnlinE: Go to www.eyefortravel.com/crm & submit your details for instant Americas, Sol Melia Hotels and Resorts
confirmation. You can pay directly on the secure site or request an invoice. Natasa Christodoulidou, Assistant Professor of
Marketing, California State University,
• mail: this form to: registrations, eyefortravel, 7-9 Fashion street, london Dominguez Hills
e1 6pX, United kingdom
…and more
The sooner you book, the more you save! So reserve your place today! Book now at www.eyefortravel.com/crm

To book online visit www.eyefortravel.com/crm
Early Bird
D is
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CRM in Travel 2008 If you regis
November
te
400
r before
30th, 200
7
January 29-30, 2008 Sheraton New Orleans Hotel, New Orleans
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a conference that focused solely January 2008
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Venue: Sheraton New Orleans Hotel,
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Kristen Lee, Senior CRM Manager, Expedia
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Your CRM strategy needs to be Block letters please
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