Thomas Blum

About Thomas

Thomas Blum is Head of Customer Success at Tourwriter, based in New Zealand. He has spent years working directly with tour operators and DMCs across the globe, guiding them through implementation, onboarding, and their first seasons using the platform. Few people at Tourwriter know the software, and the businesses that use it, as well as Thomas does.

His work centres on a simple idea. The best customer success makes ongoing support unnecessary. He builds onboarding processes, runs training webinars, and works alongside the product team to make sure customers have what they need to become self-sufficient. He runs regular sessions on how operators can use Tourwriter's tools more effectively, from task management to itinerary building, and works closely with major customers including Southern Crossings to ensure they are getting real value from the platform. He also co-presents with integration partners on how Tourwriter connects with tools like Vamoos and the Tourwriter Learning Centre.

Thomas writes about customer retention, from how operators look after travellers once the booking is made to spotting the early signs that a relationship is cooling and turning good service into repeat business. His perspective comes from having sat alongside hundreds of operators as they build their first itinerary, set their first rates, and run their first full season on Tourwriter.

Connect with Thomas

Follow Thomas on LinkedIn, where he writes about customer success, retention, and how tour operators get real value from better technology.

Thomas's articles

Read everything Thomas has written for the Tourwriter blog, from customer retention to practical advice on keeping clients coming back.