Everything you need to know to energize your CRM strategy and release maximum value from your customer relationships. http://events.eyefortravel.com/crm/?t=slideshare

1. Hear from these leading
travel companies:
Everything you need to know to energize your
CRM strategy and release maximum value
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
Harness the true power of CRM:
Build Loyalty & Maximize Profits
CRM in Travel 2008
The sooner you book the MORE YOU SAVE
Researched and Organized by:
Early Bird DiscountSAVE US$400If you register beforeNovember 30th, 2007
If it doesn’t apply to
you please pass it to a
colleague who is involved
in customer loyalty
Meet, network and do business with the leading CRM professionals in travel
Part of EyeforTravel’s Sales and Marketing Series
29-30 January 2008, Sheraton New Orleans Hotel, New Orleans

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

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

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

5. Part of EyeforTravel’s Sales and Marketing Series
CRM in Travel 2008
Early Bird DiscountSAVE US$400If you register beforeNovember 30th, 2007
Reasons to confirm your attendance today…
• Email: Patrycja Bobek at patb@eyefortravel.com
We will need your full contact details to process your registration.
• Fax: Back this form to: +44 207 375 7576
• Call: +44 207 375 7216
• Online: Go to www.eyefortravel.com/crm & submit your details for instant
confirmation.You can pay directly on the secure site or request an invoice.
• Mail: This form to: Registrations, EyeforTravel, 7-9 Fashion Street, London
E1 6PX, United Kingdom
5 Easy Ways To Register
1
2
3
4
Unique networking opportunity
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
be able to meet with speakers and delegates who are all facing the same
complex challenges as you.
Focused on the latest business critical issues
The conference agenda is put together by the travel industry for the travel
industry. We’ve asked hundreds of senior travel executives which topics are
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
know to optimize your CRM strategy.
High-quality speakers
This event brings together more than 20 speakers, eager to share their
knowledge, experience and predictions. Real life case studies from the
biggest and most profitable companies will allow you to learn from their
successes – and mistakes.
Interactive Participation
This conference has been structured to encourage active participation, giving
you the opportunity to exchange ideas with speakers and fellow delegates
and get your questions answered. After each session an array of panellists will
be available to answer your queries and talk over the issues at hand.
The sooner you book, the more you save! So reserve your place today! Book now at www.eyefortravel.com/crm
Jill Noblett, VP Loyalty and Marketing,
Wyndham Hotels Worldwide
Greg Brown, VP Choice Privileges, Choice Hotels
David Norton, VP Loyalty Marketing,
Harrah’s Entertainment
Diane DeWindt, Director of Customer Insight,
Starwood Hotels and Resorts Worldwide
Kevin Walsh, Senior Corporate Director CRM,
The Ritz Carlton Hotel Company
Ken Bott, Director of Global Consumer Marketing,
InterContinental Hotels Group
Michael Bryant, Marketing Director,
SunSwept Resorts
Toby Niger, Director of Loyalty Marketing,
Omni Hotels
Zachary McGeary, Associate Analyst,
Jupiter Research
Josh Herst, Founder & CEO, TripHub
Namrata Patel, Director of Marketing Programs,
Red Lion Hotels
Randy Cuff, Director of CRM Development, Intrawest
Steve Mathwig, Director of Loyalty Marketing,
Midwest Airlines
Ken Leeder, Founder & CEO, RealTravel
Liliana Daminato, Director of Customer Management,
British Columbia Automobile Association
Jeff Rosenzweig, Senior Manager of CRM and E-mail
Marketing, Travelocity
Adriana Toledo, Loyalty Programs Director, The
Americas, Sol Melia Hotels and Resorts
Natasa Christodoulidou, Assistant Professor of
Marketing, California State University,
Dominguez Hills
…and more
2 days packed-full with expert analysis, case-studies and networking
Just imagine what you could
learn from these industry
experts:
29-30 January 2008, Sheraton New Orleans Hotel, New Orleans

6. CRM in Travel 2008
How to Pay:
Credit Card: Complete and return this form with
your credit card details
Invoice: Complete and return this form and
you will receive an invoice
Check/Draft: Payable to First Conferences Ltd.
Dates and Venue:
Conference: Tuesday 29th and Wednesday 30th
January 2008
Venue: Sheraton New Orleans Hotel,
New Orleans
Discounts:
Early Bird offers could save you $400!
For group discounts please contact Paul Lane on
+44 (0) 207 375 7597 or paul@eyefortravel.com
Accommodation:
We have arranged a special discounted room rate
at the Sheraton New Orleans Hotel, New Orleans.
Reservation details will be sent to you when you
register. Please note that there is a limited
availability so it is recommended that you book
early to take advantage of this offer.
Cancellations:
All conference places are fully transferable without any charge.
There will be no penalty for cancellations received by 5pm 4th
January 2008 (Credit card registrations are subject to a 10%
cancellation fee) If written confirmation of a cancellation is not
received before 4th January 2008 we will be obliged to charge the
full conference fee. Please note, you must inform the conference
desk in writing of any cancellations: please email
customerservices@firstconf.com. The organizers reserve the right
to make changes to the program without notice.
Yes!! Please register me for CRM in Travel 2008
Mr / Mrs / Ms / Dr: First name: Last name:
Company: Position/Title:
Telephone: Fax:
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© Copyright 2006 First Conferences Ltd. EyeforTravel reserves the right to make changes to the programme prior to the event. All rights reserved.
www.firstconf.com/firstconf/legal_notice.html This document contains original material which is protected by copyright. No unauthorised use of the material
herein may be made without the prior consent of First Conferences Ltd. EyeforTravel is a proprietary creation and trademark of First Conferences Ltd.
Your CRM strategy needs to be
implemented and maintained across
all departments of your organization
for optimum effect. If you are a travel
industry executive with responsibility
in any of the following areas then you
can benefit from this event:
• Customer Relationship
Management
• Database Management
• Marketing
• Online Marketing
• Branding
• Customer Service
• Revenue Management
Will this conference
benefit me?
Block Letters please
EyeforTravel events are key
meeting places for high-level
executives to meet, network
and discuss strategy. Don’t just
take our word for it – see what
your industry peers said about
previous event:
REGISTER NOW!
• Email: Patrycja Bobek: patb@eyefortravel.com. We will need
your full contact details to process your registration.
• Fax: This form to: +44 (0)207 375 7576
• Call: Patrycja Bobek: +44 (0) 207 375 7216
• Online: Go to www.eyefortravel.com/crm and submit your details
for instant confirmation. You can pay directly on the
secure site or request an invoice.
• Mail: This form to: Registrations, EyeforTravel,
7-9 Fashion Street, London E1 6PX, United Kingdom
5 Ways TO REgister
“It was very valuable to be at
a conference that focused solely
on CRM in Travel.”
Kristen Lee, Senior CRM Manager, Expedia
Call +44 207 375 7228 to reserve your place today
$1895
Before
30 Nov ‘07
$2195 $2295
Before
28 Dec ‘07
After
28 Dec ‘07
$1395 $1695 $1795
$1195 $1495 $1595
GOLD
• 2 day Conference Pass
• EyeforTravel’s Online Marketing
Report (the report is made up of
smaller reports including CRM,
search marketing, Social Media,
Technology for marketing etc.)
• CD-Rom of the conference
(audio and presentations)
SILVER
• 2 day Conference Pass
• CD-Rom of the conference
(audio and presentations)
BRONZE
• 2 day Conference Pass
Early Bird DiscountSAVE US$400If you register beforeNovember 30th, 2007
To book online visit www.eyefortravel.com/crm
“Great conference. Topical,
current and insightful.”
Namrata Patel, Director of Marketing
Programs, Red Lion Hotels
“All topics and panelists covered
relevant points of view...
very insightful!”
Kevin Hickey, Member Communications
Manager, Intercontinental Hotels
January 29-30, 2008 Sheraton New Orleans Hotel, New Orleans