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Suppliers must remember the beyond-contract value of partnership: op-ed: Thomson multimedia corporate travel buyer Cindy Heston.

Publication: Business Travel News
Publication Date: 17-JUL-06
Format: Online
Delivery: Immediate Online Access

Article Excerpt
What happened to partnership in a time of automation, commoditization and outsourcing?

I have seen a broad evolution in the corporate travel industry, and today the pendulum is swinging hard and fast. It seems that from a corporate standpoint, there isn't enough that can be done in order to improve services, increase efficiencies and of course continue making the cost reductions that are never-ending. Through all the data analysis, technology and third-party consultants, it is hard to remember the beyond-contract value of partnerships and relationships and ultimately the customer.

The cornerstone of this industry is service and people. Ultimately, the contracts are really just redlined pieces of paper...

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