Customer Relationship Management Then and Now

By David F. Carr  |  Posted 2006-10-02 Print this article Print

The struggling airline business sees the merger of US Airways and America West—fueled by enhanced customer-service technology—as a strategy for revenue growth.

Then and Now

Travel: Customer Relationshipment Management
5 Years Ago Today 5 Years From Now
Airlines working with online travel agencies, starting to generate own Web site sales. Direct sales over the Web an increasingly important differentiator for airlines. Airline bookings done via cell phones and other mobile devices.
Check-in kiosk deployment beginning. Check-in kiosks pervasive; wireless check-in devices starting to be used to bust lines. Carriers start wider deployment of kiosks that can process check-in requests for multiple airlines; more wireless options available.

David F. Carr David F. Carr is the Technology Editor for Baseline Magazine, a Ziff Davis publication focused on information technology and its management, with an emphasis on measurable, bottom-line results. He wrote two of Baseline's cover stories focused on the role of technology in disaster recovery, one focused on the response to the tsunami in Indonesia and another on the City of New Orleans after Hurricane Katrina.David has been the author or co-author of many Baseline Case Dissections on corporate technology successes and failures (such as the role of Kmart's inept supply chain implementation in its decline versus Wal-Mart or the successful use of technology to create new market opportunities for office furniture maker Herman Miller). He has also written about the FAA's halting attempts to modernize air traffic control, and in 2003 he traveled to Sierra Leone and Liberia to report on the role of technology in United Nations peacekeeping.David joined Baseline prior to the launch of the magazine in 2001 and helped define popular elements of the magazine such as Gotcha!, which offers cautionary tales about technology pitfalls and how to avoid them.

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