Did you know: When The Travel Group started in 1987, we were using a telex machine to make hotel reservations! The fax machine was considered exciting new technology.

CRM: Why We Don't Do It!

Our industry is probably like most other retail sectors: everyone tells us we MUST have a CRM system.  Even if you are lucky enough not to know what CRM means ("Customer Relationship Management/Marketing") you've undoubtedly experienced it.  You know - the birthday cards from people you've bought something from, the incessant "newsletters", and those emails informing you of this or that great deal, which just happens to somehow relate to something you bought from that person or that company two years ago.

You've heard of Murphy's Law, well here's Elmy's Law:  the aggressiveness of the CRM is indirectly related to the actual relationship between you and the company sending you the junk mail.  In other words, the less a real relationship the company has with you the more likely you are to be a victim of their CRM program.  That is why The Travel Group does not use CRM software.  We don't classify you and segment you into targets for CRM marketing.  If you get an email or card from us, it's because your agent, who you deal with all the time, was actually thinking about you and decided to touch base with you.  At The Travel Group, the "Customer Relationship" is not marketed and is not managed.

 

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