| Article ID: | iaor200917440 |
| Country: | United Kingdom |
| Volume: | 2 |
| Issue: | 2 |
| Start Page Number: | 166 |
| End Page Number: | 171 |
| Publication Date: | Jul 2003 |
| Journal: | Journal of Revenue and Pricing Management |
| Authors: | Esse Ted |
| Keywords: | yield management |
Recent trends in the travel industry are driving an evolution of customer relationship management into customer value management. This paper examines some of the implications of this evolution to marketing processes and provides a cautionary tale on adapting to changing market conditions caused by the emergence of low–cost carriers. It then suggests how and why customer value management might be integrated into revenue management systems and processes.