Some people predict that the ongoing increase in information and computing power will ultimately result in application of revenue management at the level of individual customers, and that CRM and RM will melt into one single discipline. We are not convinced yet, but we do think CRM and RM decisions can and should be co-ordinated.

This article was published (in Italian translation) in Guida Viaggi. And a presentation on the same theme - presented at Eye for Travel in Amsterdam - can be downloaded here.