Marketing in the online travel space is focused on utilising better business and customer insight - even to the one-to-one customer level.

To get an insight into this and other issues involving how online travel agencies are leveraging CRM to drive customer loyalty,’s Ritesh Gupta got in touch with Ruth Hutson, director – retention and loyalty, Expedia and Paul Briggs, director - customer marketing and loyalty, during the CRM in Travel USA 2007 conference in San Francisco.

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