WTM forum to investigate the impact of CRM

World Travel Market has unveiled an initiative for the Incentive, Conference & Business Travel Day at this year’s exhibition. A debate on Customer Relationship Management (CRM) and the way it is affecting the industry will take place on Tuesday 13 November. The forum, under the banner "Who Cares?", will present the findings from a report on CRM practices commissioned by professional services firm KPMG. The report was compiled with input from companies from the US, continental Europe and the UK. It includes data from incentive agencies and firms dealing with the groups market.

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