CRM Strategies of Carlson Wagonlit

CRM Strategies of

IntroductionCarlson Wagonlit Travel(CWT) is a privately held travel management company owned by Carlson Companies that handles both business and leisure clients.

It operates in 157 countries and territories, with 22,000 employees. According to Business Travel News Online.com, in 2007, CWT surpassed American Express Business Travel and became the world's largest business travel management company.

The company has$27.8 billion in annual sales (including joint ventures) in 2008, from 55 million transactions.

CRM strategies1.Vision2.Strategy3.Customer requirement4.Organizational collaboration5.CRM Process6.Information7.Technology

CWT Vision THE EVOLUTION OF THE TRAVELER JOURNEY

Helping you keep pace with the changing needs of today's business travelers

Today's travelers want a seamless, connected travel experience. This extends beyond traditional travel (ie, booking air, car and hotel reservations) and includes the entire trip from planning and booking to on-the-go support to managing expenses back at the office.

Carlson Wagonlit Travel will deliver value to your managed program in 2015, focusing in particular on pre-trip, on-trip and post-trip support.

CWT StrategiesIt looks at long-term customer needs and make sure we have the right product and services available through innovation and product evolution

They ensures CWTs stakeholders understand the value ,organization brings via its people, product and services

To maintain a leading edge in the business travel industry, CWTs Enterprise Strategy team ensures that we understand industry trends and the competitor landscape.

The Innovation team is responsible for encouraging and nurturing a culture of continuous innovation around our business, and identifying the right opportunities for CWT to invest in.

By understanding industry trends, competitive intelligence, and long-term customer needs, it includes some strategies:

1.Developing product strategies that deliver revenue targets

2.Setting out a robust business case for potential products

3.Assessing opportunities and priorities in the product line and creating roadmaps

4.Developing and lauching products

Customer RequirementCustomer-centric approach which allows the brand to better understand and provide for its customers diverse needs and wants and deliver consistently.

By maintain transparency, trust and accountability, they are able to meet the customer requirement.

They must maintain focus on customers both internal and external, by giving them priority.They continuously strive to exceed their expectations in terms of the value and quality delivered.

They are continuously tried to understand the demand of their customer and also give them more services than they think.Organizational collaborationCWT in Collaboration with Osmotion Offers FIFO Travel Solution

SYDNEY, December 4, 2014 Carlson Wagonlit Travel has collaborated with Osmotion to offer aone-stop, fully-integrated booking solution for fly-in fly-out (FIFO) workersthat allows companies tomanage the complexity of remote site travel management.

Information They can get information of various customers trough various modes such as

1.Online(Through their web sites)

2.Offline(Through Offices, promotion on newspapers, magazines, radio etc)

3. Walk-in(Customer themselves walk-in to the office)

4.Referrals (Get reference from the person whom you know)

5.Call-back(Facilities available on their web sitesTechnologyCWT Account your gateway to business travel CWT Accountprovides you with access to travel reservations, travel-related services and other features to make business travel smoother.CWT To Go A android app CWT To Go app helps u to manage the past and upcoming trip