E-commerce challenges and opportunities
Customer Relationship Management
- Direct link to individual customers
- “There is an important need for travel companies to have a customer relationship strategy in a world of increased competition and greater buyer sophistication”
- “The need to have a customer focused strategy to retain loyalty and win repeat business”
- 15% of Travelocity customers also visits Preview Travel, 23% visits expedia, 10% visits lowestfare
(Nielsen/Netratings May 99)