CRM Strategies of

Introduction
Carlson

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 strategies
1.Vision
2.Strategy
3.Customer requirement
4.Organizational
collaboration
5.CRM Process
6.Information
7.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 Strategies
It

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 longterm 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 Requirement
Customer-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 collaboration
CWT

in Collaboration with Osmotion

Offers FIFO Travel Solution
SYDNEY, December 4, 2014 Carlson
Wagonlit Travel has collaborated with
Osmotion to offer aone-stop, fullyintegrated 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 sites

Technology
CWT

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