Realign Your CRM Strategy to Rise to the Challenge of Economic Downturn - and Achieve an Even Greater ROI. http://events.eyefortravel.com/crm/?t=slideshare

1. North America’s premier Meeting place for CRM and Loyalty Marketers
Register b
e
21st Janua fore
Part of EyeforTravel’s Sales and Marketing Series ry and
SAVE $100
CRM and Loyalty
Strategies for Travel 2009
March 4-5, Sheraton, Atlanta
Realign your CRM Strategy to Rise to
the Challenge of Economic Downturn -
and Achieve an Even Greater ROI
Empower your organization to anticipate, address Hear from these leading
and deliver consistent, efficient customer care travel companies:
How can you profitably adjust your CRM strategy in
such a tough economic climate?
How easily can you deploy your website as a retention
tool – without putting new business at risk?
CRM technology for travel: Does the present system still
meet your technical needs – and are you really managing
your data effectively?
Loyalty trends 2009: How can you maintain –
and improve – customer loyalty in a disloyal world?
What are the secrets of using data-driven CRM strategies
to increase transactions and boost loyalty?
How can customized communications improve customer
experiences – and grow incremental revenue?
Special pre-conference
Conference sponsored by
WORKSHOP FOR
CRM BEGINNERS
on 3rd March
The sooner you book the MORE yOU SAVE

2. For more information visit www.eyefortravel.com/crm2007
For more information visit www.eyefortravel.com/crm
“Good presenters, interesting
insights, relevant questions”
Greg Brown, Choice Hotels
1 3
Topics ThaT are Your website as a retention tool: Marketing inTeracTive parTicipaTion –
budgets are being reduced – so now it’s even
relevanT To your own, more important that you know the do’s and don’ts come and make your
progessional concerns of driving free traffic to your website. And are voice heard
your sites sufficiently well optimized to reach the
This event’s comprehensive agenda includes every right customers at the right times? Find out how At every stage, you will hear stimulating, thought-
current top priority CRM issue, as well as providing to synchronize your websites with your CRM provoking presentations. The emphasis is firmly
you with inside information and guidance from strategies and how to present a different website on real solutions, delivered by people with real,
those companies that are already successfully experience to different customer segments. first-hand experience.
tackling the topics that matter most. No jargon. No theory. No dull presentations that
Increasingly, the market leaders see CRM as an invite you to fall asleep.
essential tool not just in helping them win new This is also your chance to get all your questions
customers – and keeping them satisfied once answered. In fact, we encourage it, and leave
they’re on board – but also to ensure they continue plenty of time for delegates to raise the issues that
to deliver on business goals when times are tough. are of interest – or concern – to them.
Even during boom times, CRM should be at the So please come ready to speak up, and make your
heart of an organisation’s business development own voice heard.
4
and growth strategy. While in an uncertain
economy, it is absolutely vital.
ample neTworking
The Conference will begin with expert keynotes on opporTuniTies –
how to create a CRM strategy that enables you to
fight back against recession. We will take a closer CRM Technology for Travel: The right use of who will you meeT?
look at the tools hotels and airlines can use to data and communication technology will keep
retain customers and boost conversion rates –and customers loyal. So what technology are you using As soon as you’re registered, take advantage of
how far you can go with increasing prices. Our to collect, manage, segment and integrate your our online contact center.
keynote speakers will show you how to address customer information? Is it time for change? Or It enables you to organize meetings in advance,
common CRM issues: For example, how to reduce for working smarter with what you’ve already got? and touch base with potentially crucial contacts,
the cost of implementing and running an effective This session will give you a practical overview of even before the event is underway.
loyalty program. the technology and analytic tools that are available
for you to measure the success of your CRM And it will continue to run afterwards, to ensure
You’ll also focus on loyalty trends in 2009: What strategy, as well as tips on how to avoid wasting you catch up with people you’ve missed.
signals should you be looking out for – and money on the wrong technology.
what do you do the moment they arrive? Hear We’ve also put special measures in place, to
too about key CRM predictions that will lead to ensure you hear only from potential partners.
new opportunities. We’ll also discuss how CRM No spam!
is maturing and give you a range of innovative
“I found all of the
ideas to help you energize and refresh your CRM
strategy in these difficult times. presentations very insightful
and valuable. Having insights “I think the conference
Customized Communications: In this phase of
the event, you’ll focus on genuine one-to-one
from other travel industry was great in bringing many
relationships and customers’ experiences across players with many years in the diverse experiences under one
varied customer databases. loyalty business was great.” roof in an attempt to share
You’ll learn how to prioritize what you want to Judy Richards, WestJet best practices”
deliver – and to whom – and understand why
being consistent is so central to improving the Shailja Gulati, American Express
customer experience. How do you measure
2
customer experience? What criteria do you have to
measure the success of your initiatives? And how high qualiTy speakers,
much can you personalize customer experience
without infringing on someone´s privacy? Expert sharing a wealTh
answers to these and other questions. of experience
This event brings together more than 20 speakers,
all of them eager to share their knowledge,
“It was great to learn from experience and predictions.
and interact with the best CRM
marketers in travel” Profit from real life case studies from the biggest
and most profitable companies.
Jeff Rosenzweig, Travelocity
Come learn from their successes –
and their mistakes.
Call the Booking Line on: 0044 207 375 7551 (UK)

3. Everything you need to know to energize your CRM strategy
Day 1 - Wednesday 4th March 9:00-17:30
3rd march: SESSION 2 SESSION 4
PRE-COnFEREnCE
Transform Your Website into How To Use Data-Driven
WORKSHOP 18:00-19:00
a Customer Retention Tool CRM Strategies To Drive
CRM For Beginners: Your • How can you out-think reduced marketing budgets
Transactions and Loyalty
step-by-step Guide to Creating by driving free traffic to your website?
• Get tips on using customer data to deliver a
a Profitable CRM Strategy • What’s the best way too optimize your website
personalized service to your loyal customers
so it appeals to the right customers & potential
• Where do you start? customers? • What factors should you look for in identifying
• What are the key steps of implementing a your most valuable customers?
• How do you synchronize your website with your
CRM strategy that fits your organization – CRM strategies and capabilities? • See how to present a different website
and leads to the systematic creation of • What are the secrets of presenting a different experience to different customer segments
loyal customers? website experience to different customer • How can you use CRM data to leverage
• Which departments are most responsible segments? marketing strategies?
for implementing CRM – and how can you • Web 2.0 as a CRM tool: Why exactly are your • What tools do you need to analyze and segment
ensure they work successfully together? customers so keen to share their travel experiences your customers data effectively?
• Once the customer relationship is – and how do you create a website tailored to Michelle Bozoki, Director of Marketing
established, how do you nurture it? their needs? Communications, marriott & Renaissance
• What common obstacles are most likely to • Is measuring frequency in website visits a good Caribbean and mexico Resorts
prevent you from successfully developing way to measure loyalty – or are there better criteria? Paul Briggs, Director of Customer Loyalty and
and implementing a powerful CRM strategy? Natasa Christodoulidou, Assistant Professor of Marketing, Travelocity
• Which pitfalls must you avoid at all costs? Marketing, California State University -
Dominguez Hills NETWoRkINg DRINkS RECEpTIoN
• Why do programs sometimes fail?
Dan Miller, Director of Newsletters, Cheapflights
Max Starkov, Chief eBusiness Strategist,
SESSION 1 Hospitality eBusiness Strategies
NETWoRkINg LUNCH BREAk
Creating a CRM
Strategy That Enables SESSION 3
You to Fight Back CRM Technology for Travel:
Against Recession How to Analyze Your
• How can you successfully deploy CRM
initiatives in a tough economic climate? Technical Needs and Manage Last year attenDees
• Does value create loyalty – even in times Your Data Effectively Full list on
of crisis? • Is CRM fundamentally a business philosophy or a www.eyefortravel.com/crm
• What can you do to reduce the cost of technology system? Regional Director, AAA Western US General Manager, Cayman
implementing –and operating – your • Is your CRM program over-reliant on technology? & Central New York Islands Department of
loyalty program? • What are the challenges – and limitations – of Manager, Customer & Web Tourism
• In the face of an impending recession, implementing new CRM technology? Analytics Alaska Airlines Website Administrator, Cayman
what tools do you have to retain customers • How do you avoid wasting budget on misguided Team Leader, Functional Islands Department of
and boost conversion rates? Analyst, Amadeus Tourism
technological investments?
• Given the credit crunch, how far can you Marketing Database Manager, Director, Newsletters
• Do you already have the optimum communications Amadeus North America Cheapflights
go with increasing prices? technology and data to keep customers loyal?
Managing Director, Stategy Newsletter Director,
• Airlines: How should your CRM strategy • What technology do you use to collect, manage, American Automobile Cheapflights.com
reflect the airlines crisis? And if customers segment and integrate your customer information – Association VP Choice Privilages, Choice
are reluctant to spend money on long and is it all working together as well as it should? Snr Manager, Interactive Hotels
distance flights, should you switch your • What are the key performance indicators for CRM? Marketing, Consumer Travel
VP, CRM solution, Comarch Inc
focus to regional markets? American Express
• What technology and analytic tools are available for Manager, eBusiness Data
• Hotels: In the face of an impending Marketing Manager, AmericInn
you to measure the success of your CRM strategy? Management,
recession, what tools do hotels have to International LLC
• Web 2.0 as a social marketing tool: How can Disney Destinations, LLC
retain customers and boost conversion National Director, Marketing
you best engage this technology to grow your Aramark Harrison Lodging VP Travel, Leisure &
rates? business? Entertainment,
Marketing, Aruba Bucuti
Kristen Manion, Director of Direct Marketing Echelon Marketing
Sumeet Bahl, Director of Sales Technology, Beach Resort
and CRM, Delta airlines american airlines Diector & General Manager, B2B
CRM Director, Expedia
Vicky Stennes, VP- Inflight Experience, Commerce Director, ThankYou Program on
Sandeep Govil, Director of Revenue Management
JetBlue airways Director, Hotel Marketing, Expedia, Expedia
and Science Analytics, Wyndham Hotel Group
Bellagio CRM Specialist, Expedia
Brian Goehring, Associate Partner of IBM Gregory Hopkins, Co-Founder & CEO,
Assistant Professor, Marketing, Canada
Global Services, iBm libra OnDemand
California State University - Business Development
NETWoRkINg CoffEE BREAk NETWoRkINg CoffEE BREAk Dominguez Hills Manager, Experian
Book now at: www.eyefortravel.com/crm

4. and release maximum value from your customer relationships
Day 2 - Thurdsay 5th March 9:00-16:00
SESSION 1 SESSION 2 Roxanne Ong, Director Brand Marketing and
CRM, Luxury Brands Group, Starwood Hotels
and Resorts
Loyalty trends 2009: Customise your
Ken Bott, Director of Consumer Marketing and
Build Customer Loyalty in Communications To CRM, intercontinental Hotels Group
a Disloyal World Improve Your Customer Kulin Strimbu, President, TripTelevision
• What are the key CRM predictions for 2009 – and
what kind of new opportunities do they present?
Experiences Beatrice Robbins, Corporate Director of CRM,
morgans Hotel Group
• How do you develop true one-to-one
• What upcoming trends should loyalty marketers relationships and customer experiences across NETWoRkINg LUNCH BREAk
be on the alert for? a varied customer base?
• What can we learn from CRM best practises • How do you prioritize what you want to deliver
in other industries – and how do we apply the and to whom – and why is it so vital to be
SESSION 3:
lessons to travel? consistent in order to improve the
• How is CRM maturing? customer experience? Ready, Set, Action: Learn
• What new channels are emerging for • To what extent can you personalize customer What Your Customers
loyalty marketers? experience without infringing on an individual’s
personal privacy? Really Think and then Put
• How easily can you create loyalty via
mobile marketing? • Do you allow guests to customise their it to Work for You
experiences with your brand?
• Does web 2.0 really work as a CRM tool – and • Learn how to tap into user generated content and
how easily can you integrate it with your other • Are the voices of your customer being other social media to put your finger on the pulse
CRM initiatives? clearly heard? of customer thoughts
• What’s the best way to use the e-mail channel • What works best when it comes to increasing • You’ve heard what they’re saying... Now hear how
from a CRM perspective? loyalty by building an emotional connection with to take the next step and join the conversation
your customers?
Lincoln Barrett, VP of Marketing & CRM, • Gather your weapons: tools and technologies to
• Do you provide members of your loyalty scheme enable you to create a whole legion of raving fans
intercontinental Hotels Group
with a unique alternative for redemption?
Alison Cripps, Consultant, loyaltyone Consulting Nathan Clapton, Senior Director of Brand
• How can you successfully target the right
Contributing Editor, Colloquy Distribution, Tripadvisor
customers with ancillary products that are
Bill Hayden, Associate Vice President, Marketing destined to boost revenue?
Planning & Strategy, • How do you measure customer experience? SESSION 4
Royal Caribbean international
• What criteria do you have to measure the
NETWoRkINg CoffEE BREAk success of your initiatives? Choreograph Your Digital
Director, Marketing, SVP, Helmsbriscoe Director of E Marketing, President, Tripit
Customer Communications
ExpressJet Airlines International New York palace Director Mileage Plus, • How can you leverage ‘intelligent’ triggered
Director, Marketing Systems, Regional VP of Revenue & Business System Analyst, United Airlines communications that engage, motivate and
ExpressJet Airlines Distribution, Highgate Hotels Norwegian Cruise Line sustain customer interaction?
Managing Director/Customer
Marketing Manager - Fairmont CEO, Hotel Concepts Director, Business Intelligence Experience, United Airlines • How easy is it to deliver automated,
President’s Club, fairmont Principal, Infosys Systems, Norwegian customized CRM campaigns that positively
VP Customer Service,
Hotels & Resorts Technologies Limited Cruise Line
United Airlines impact your bottom line?
Sales & Business Development, Account exec, Ingenio Manager, Business Intelligence
Systems, Norwegian VP Mileage Plus, • To what extent can you ‘choreograph’ the
google Business Development,
Cruise Line United Airlines dance of customer communication in an
Corporate Director of Revenue, Integrative Logic Marketing
Dir of Loyalty Marketing, Associate Dean of Research, efficient and effective way?
great Wolf Resorts group
omni Hotels University of Houston • How important are elements such as timing,
Brand Analyst, great Wolf Director of Global Consumer
Resorts, Inc. Marketing, Intercontinental Director of Revenue, eCommerce Business Analyst, sequence, frequency, and pacing?
Hotels group prism Hotels Vantage Hospitality group • What kind of results can programs like
COO, great Wolf Resorts,
Inc. Revenue Analyst, Interval Intl. Marketing Manager, Database Analyst, these deliver?
Dir of CRM Development, Red Lion Hotels Walt Disney World
Corp Dir of Marketing, great Janet Baratz, Account Director, ClickSquared
Wolf Resorts, Inc. Intrawest Director of Marketing Account Executive,
Assistant Vice President Programs, West Interactive GrupoPosadas, speaker to be announced shortly
VP of Brand, great Wolf
Marketing Strategy, Red Lion Hotels Corporation Director, Sales, SuperClubs, speaker to be announced shortly
Resorts, Inc.
JAL Hotels Co Ltd CFO, Robinson Rancheria West Interactive
VP of Sales & Marketing, Resort
Associate Analyst, Customer Director of Marketing
great Wolf Resorts, Inc.
Service & Support, Marketing Manager, Programs, WestCoast
Director of Quality Assurance, Jupiter Research Robinson Rancheria Resort
grupo posadas Hospitality Corp.
Manager, LUo Corp Director of Marketing
I.T Director, grupo posadas Director Product Development,
Guest Relations Manager, RockResorts, Vail Resorts
Manager of Quality Assurance, WestJet
Meyer Real Estate Hospitality
grupo posadas Director, World Wide
SVP Customer Marketing Loyalty Programs Director,
Marketing Director, grupo The Americas Division, Sol Country Tours
& Revenue Management,
posadas Morgans Hotel group Melia Hotels & Resorts SVP Loyalty & Direct Marketing,
VP Marketing, Harrah’s Marketing Manager, Morrissey Director of Customer Insight, Wyndham
Entertainment Hospitality Companies Starwood Hotels & Resorts ...and more
Register online: www.eyefortravel.com/crm

5. To book online visit www.eyefortravel.com/crm
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CRM and Loyalty Strategies for Travel
March 4-5, Sheraton, Atlanta
3 EASy STEpS TO REGISTER NOW!
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6. North America’s premier meeting place for CRM and Loyalty Marketers
Register b
e
21st Janua fore
Part of EyeforTravel’s Sales and Marketing Series ry and
SAVE $100
CRM and Loyalty
Strategies for Travel 2009
March 4-5, Sheraton, Atlanta
See who attended it last time! Learn from CRM
leaders in travel
CRM and Loyalty Strategies for Travel is the only travel-specific conference to give
detailed insight into all top priority CRM issues. With networking as a key element of To see the full speaker list go to our
this event, you will have ample time to meet your industry peers who are facing the website: www.eyefortravel.com/crm
same complex challenges as you. Just have a look at breakdown of our past attendees:
Lincoln Barrett, VP of Marketing & CRM,
35% Director intercontinental Hotels Group
26% Manager
Previous Attendees by Job Title 35% Director President
22% Vice Roxanne Ong, Director Brand Marketing
26% Manager
13% CEO/MD/President
22% Vice President
4% SVP/EVP and CRM, Luxury Brands Group,
13% CEO/MD/President Starwood Hotels and Resorts
35% Director
4% SVP/EVP
26% Manager Paul Briggs, Director of Customer Loyalty and
22% Vice President
13% CEO/MD/President Marketing, Travelocity
4% SVP/EVP
Previous Attendees by Job Title Michelle Bozoki, Director of Marketing
Communications, marriott and Renaissance
Previous Attendees by Job Title
Caribbean and mexico Resorts
Sandeep Govil, Director of Revenue Management
Previous Attendees by Job Title and Science Analytics, Wyndham Hotel Group
Previous Attendees by Sector
Alison Cripps, Consultant, LoyaltyOne Consulting
Contributing Editor, Colloquy
35% Hotels/Resorts/Accommodation Providers
35% Hotels/Resorts/Accommodation Providers Kristen Manion, Director of Direct Marketing and
22% Technology/Marketing Solution Providers
22% Technology/Marketing Solution Providers
17% Other Suppliers (Airlines, Car, Car, Cruises)
17% Other Suppliers (Airlines, Cruises) CRM, Delta airlines
14% Press/Academics?Consultants
14% Press/Academics?Consultants
12% Online Travel Agencies
Janet Baratz, Account Director, ClickSquared
12% Online Travel Agencies
35% Hotels/Resorts/Accommodation Providers Ken Bott, Director of Consumer Marketing and CRM,
22% Technology/Marketing Solution Providers intercontinental Hotels Group
17% Other Suppliers (Airlines, Car, Cruises)
14% Press/Academics?Consultants Bill Hayden, Associate Vice President, Marketing
12% Online Travel Agencies
Previous Attendee by Sector
Previous Attendeessby Sector Planning & Strategy, Royal Caribbean international
5 EASy WAyS TO REGISTER Vicky Stennes, VP- Inflight Experience,
JetBlue airways
Natasa Christodoulidou, Assistant Professor of
Previous Attendees by Sector Marketing, California State University -
Email Patrycja Bobek at patb@eyefortravel.com - We will need Dominguez Hills
your full contact details to process your registration Dan Miller, Director of Newsletters, Cheapflights
Sumeet Bahl, Director of Sales Technology,
Fax Back this form to 0044 207 375 7200 american airlines
Kulin Strimbu, President, TripTelevision
Call The booking line: 0044 207 375 7216 Nathan Clapton, Senior Director of Brand
Distribution, Tripadvisor
OnlinE Go to www.eyefortravel.com/crm and submit your details Brian Goehring, Associate Partner of IBM Global
for instant for instant confirmation. You can pay directly Services, iBm
on the secure website or request an invoice. Greg Hopkins, Co-Founder & CEO, libra
OnDemand
mail This form to: Registrations, EyeforTravel, 7-9 Fashion Beatrice Robbins, Corporate Director of CRM,
Street, London E1 6PX, United Kingdom morgans Group Hotel
Call the Booking Line on: 0044 207 375 7551 (UK)