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Maximising Customer Loyalty & Profitability
 

Maximising Customer Loyalty & Profitability

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At Telecoms IQ’s 2nd Maximising Customer Loyalty & Profitability conference, you will learn how to develop effective loyalty programmes and demonstrate their impact on retention and revenue in order ...

At Telecoms IQ’s 2nd Maximising Customer Loyalty & Profitability conference, you will learn how to develop effective loyalty programmes and demonstrate their impact on retention and revenue in order to secure senior management buy-in

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    Maximising Customer Loyalty & Profitability Maximising Customer Loyalty & Profitability Presentation Transcript

    • Hear innovative case at 75 studies addressing your te op anMaximising Customer nd key challenges: er ce at in or 2 % Determine how to stimulate service usage and increase the ARPU of your customers despite 01Loyalty & Profitability declining customer spend 1! Understand how to effectively engage with your customers and stimulate brand loyalty Learn how to develop targeted and profitable loyalty programmesLearn how to develop profitable customer loyalty programmes for your customers whether you are a fixed or mobile operatorand establish strategies to increase the value of your customers Establish how to manage awhilst significantly reducing churn SAVE UP TO customer experience21st-24th May 2012, Radisson Blu Hotel, Berlin, Germany €800! BOOK AND transformation programme and use it to drive customer loyalty 24TH FE PAY BY BRUARY Benefit from the only event in the 2012! Innovative case studies from CMOs, VPs and Directors: market dedicated to helping you improve both customer loyalty Tim Alexander Darren Ball Robert Sambierski and profitability Vice President of Brand Management Head of PAYG Retention & Loyalty Director of Loyalty & Retention Telefónica O2 Germany Virgin Mobile Telekomunikacja Polska “Putting the customer at Hugo Suidman Paolo Menghini Cristina Zanchi the centre of the company Marketing Director Head of Retention Chief Customer Loyalty Officer risks becoming just a good KPN Mobile Telecom Italia Mobistar (awaiting final confirmation) slogan. This event will offer real and effective examples of companies Ellie Kirk Patrick Bodinoli Jelena Stojanovic Head of Loyalty & Retention Head of Retention Marketing & Sales Director who have increased customer Orange Group UPC Cablecom Telekom Srbija loyalty by becoming a customer centric organisation” Samo Ošina Alain Glickman Anthony O’Neill Paolo Menghini, Head of Retention, Chief Marketing Officer Director of Customer Insights Director of Insight & Analytics Telecom Italia Telekom Slovenije Orange Group Eircom A great panel of speakers and an outstandingPre-conference workshop – Monday 21st May 2012 Post-conference workshop – Thursday 24th May 2012 networking event. TheEstablishing how to develop highly personalised and Discovering practical strategies and frameworks for conference had the right level ofprofitable loyalty programmes for your customer base radically improving your customer loyalty and retention speakers and the agenda was well thought out.” Olivier Mourrieras, Head of CustomerSponsors Media Partners Insight & Advocacy, Orange Business Services (at Maximising Customer Loyalty & Profitability 2011) Register now @ www.loyaltyandprofitability.com
    • At a time of declining revenue and increasing competition, TOP 5 REASONS TO ATTEND MAxIMISINGcustomer loyalty and profitability have become critical to CUSTOMER LOyALTy & PROfITABILITy:the survival of all operators. Learn from a world-class panel of CMOs, VPs and DirectorsDo you need to learn how to maximise the profitability of your customer loyalty initiatives presenting leading case studies on how to drive customer loyaltyat a time when senior management are scrutinising the impact of your investments? and revenueDo you want to discover how to increase ARPU without risking churn at a time when customers Benefit from over 10 hours of interactive learning and networkingare less willing to spend and more willing than ever to change service providers? opportunities with senior-level experts – more than any other eventTelecoms IQ’s 2nd Maximising Customer Loyalty & Profitability conference is the only event on this topic!in the market that addresses these key questions: how do I drive customer loyalty and ARPUand – crucially – how do I do this profitably? Take advantage of the only event to combine loyalty andWith access to operator-led case studies led by CMOs, VPs and Directors, you will find profitability enabling you to maximise the impact of your customerthe inspiration you need to drive tangible results from your customer loyalty and value loyalty investmentsmanagement strategies. Discover how to develop personalised and profitable loyaltyPlus, take advantage of over 10 hours of interactive learning and networking opportunities programmes – both fixed and mobile – and demonstrate their– more than any other event on this topic! This is a unique opportunity to challenge your thinkingand brainstorm solutions with leading experts in the field. impact to senior managementcome and network with a world-class panel of experts, including: Establish how to increase the value of your customers throughTim Alexander, Vice President of Brand Management, Telefónica O2 Germany attractive offers and propositions, whilst ensuring profitabilityAlain Glickman, Director of Customer Insight, Orange Group SAVE UP TO and minimising churn €800!Paolo Menghini, Head of Retention, Telecom ItaliaSamo Ošina, Chief Marketing Officer, Telekom SlovenijeDarren Ball, Head of PAYG Retention & Loyalty, Virgin Mobile BOOK ANDHugo Suidman, Marketing Director, KPN Mobile P 24TH FEBRUAY BYAnthony ONeill, Director of Insight & Analytics, EircomPatrick Bodinoli, Head of Retention, UPC Cablecom 2012! ARY CASE STUDIES NOT TO BE MISSED:You will gain insight from detailed case studies addressing your key questions: Discover how Telefónica O2 have made the journey to becomingHow do I develop personalised and profitable customer loyalty programmes? a number 1 brand beloved by customersHow do I manage the cultural transition to becoming customer-centric in order Understand how Telecom Italia have successfully managed theto increase customer loyalty?How do I attract and reward high-value customers? cultural change to becoming customer-centric in order to transformHow do I effectively engage with my customers and stimulate brand loyalty? customer loyaltyHow do I leverage my customer data to increase arpU and reduce churn? Determine how KPN Mobile are effectively managing the challenge ofSecure your place today and you will bring back to your organisation solutions that investing in the customer relationship whilst retaining customer valuewill make a lasting impact on your customer revenue and retention rates! Establish how Orange Group are simplifying how to calculate andto book, simply:Email: telecoms@iqpc.co.uk maximise the impact of their customers’ expected lifetime valueBook online: www.loyaltyandprofitability.com Learn how Eircom are proactively retaining their customers andTelephone: +44 (0) 20 7368 9737 reducing the cost of churn interventionI look forward to seeing you in May!Best regards, P.S. Visit the ev en free videos and t download centre for your podc customer loyalty asts on maximising “The conference was nice and interactive! It was very w w w.loyaltyand and profitability! insightful and had a well-structured and good agenda”Julie Coates profitability.com Vincent Battem, Senior Market Manager, UPC NetherlandsConference Producer (at Maximising Customer Loyalty & Profitability 2011)Maximising Customer Loyalty & Profitability Register now @ www.loyaltyandprofitability.com
    • CONfERENCE DAy ONE – TUESDAy 22ND MAy 2012 08:30 Registration and coffee 08:55 welcome address Julie Coates, Conference Producer, Telecoms IQPRE-CONfERENCE wORKSHOP 09:00 Opening remarks from the Chair followed by a speedMONDAy 21ST MAy 2012 networking sessionregistration and coffee will begin at 09:30. 09:20 PANEL DISCUSSION:the workshop will take place between 10:00 and 16:00 with appropriate INTERATIVE what is customer loyalty?breaks for lunch and refreshments. SESSION Customer loyalty is the Holy Grail for all operators but few can agree on how to define it. This panel discussion offers an opportunity to benchmark with yourEstablishing how to develop highly personalised and peers and exchange ideas on what loyalty means, how to identify it and, crucially,profitable loyalty programmes for your customer base how to stimulate it within your customer base.How do you develop attractive loyalty programmes driven by an understanding Questions for debate will include:of what your customers really want? How do you deliver those programmes How do you define customer loyalty?cost-effectively and demonstrate an ROI to your senior management? What makes a customer loyal?Whether you are a fixed or mobile operator, attending this hands-on session How can you identify a loyal customer?will enable you to take away practical ideas and methods to maximise the How can you stimulate customer loyalty?performance of your loyalty programmes. What is the relationship between loyalty and profitability and how can it be strengthened?The interactive workshop will uncover: Panellists include: How to secure investment and commitment from your senior management Hugo Suidman, Marketing Director, KPN Mobile for your loyalty programme Anthony O’Neill, Director of Insight & Analytics, Eircom How to engage your customers and leverage your data to develop a personalised Darren Ball, Head of PAYG Retention & Loyalty, Virgin Mobile loyalty programme based on customer preferences How to establish and manage strategic partnerships to deliver rewards for 10:10 Examining how to develop and deliver effective customer your loyalty programme and ensure a “win-win” for all parties retention and loyalty strategies: UPC Cablecom’s perspective How to communicate your loyalty programmes to your customers to drive CASE Scrutinising the key elements of retention and loyalty in highly STUDY take-up commoditised markets How to keep costs down when delivering your loyalty programme and how Examining how to select and leverage the most effective set of retention to measure and maximise your ROI and loyalty toolsFor updates on the workshop leader, please visit: Technology versus staff motivation: Understanding how to managewww.loyaltyandprofitability.com these key aspects when delivering your loyalty and retention strategies Exploring UPC Cablecom’s outlook for the future Patrick Bodinoli, Head of Retention, UPC Cablecom Register now @ www.loyaltyandprofitability.com
    • CONfERENCE DAy ONE – TUESDAy 22ND MAy 2012 10:50 Morning refreshments 13:15 Lunch 11:20 DEBATE: 14:15 Understanding how to utilise mobile media and customer insight Are customer loyalty programmes worthwhile? to improve loyalty and profitabilityINTERATIVESESSION CASE Determining how to establish a true opt-in base in order to have a With operators making costly investments in customer loyalty programmes but STUDY many reporting varying degrees of success, this debate will offer an opportunity dialogue with your customers to analyse both sides of the argument. The motion for this debate will be Establishing the elements of a successful mobile media strategy “Are customer loyalty programmes worthwhile?”. One speaker will argue for Understanding which analysis and visualisation methods there are available the motion and one speaker will argue against, after which there will be an to draw conclusions and insight out of customer data opportunity for discussion before taking a vote to determine your verdict. Learning how to utilise your customer insight to develop the Arguing for the motion: customer experience Ellie Kirk, Head of Loyalty and Retention, Orange Group Determining how to maximize the impact of your mobile media strategy Arguing against the motion: Juha Meronen, Head of Analytics and Insight, Blyk Hugo Suidman, Marketing Director, KPN Mobile 14:55Determining how to adopt a multi-channel approach to enhance 12:10 Examining how to develop and deliver a differentiated loyalty CASE the effectiveness of your customer retention Establishing how to manage the retention process for competing point programme for your customers STUDY Determining how to create a compelling business case for your loyalty of sale and telesales channels programme in order to secure buy-in and investment from senior management Turning competition into co-operation: Learning from the save desk Understanding how to determine what your customers want in order to and point of sale case study select the most appropriate rewards for your loyalty programme: Understanding how to leverage multiple channels to improve your - Focus groups customer contact rates - Customer surveys Robert Sambierski, Director of Loyalty & Retention, Telekomunikacja Polska - Customer interviews Determining how to leverage micro-segmentation to ensure you are 15:35 Determining how to invest in the customer relationship whilst retaining customer value targeting the right people for your loyalty programme CASE Scrutinising how to manage the challenge of attracting and rewarding Examining key strategies to lower the cost of delivering your loyalty STUDY programme in order to maximise your ROI: high-value customers in a market suffering from declining value - Effectively managing the time and resource required Determining how to develop profitable incentives that will increase Examining how to establish whether the customers who take up your service usage loyalty programme would have been loyal regardless of the programme Understanding how to maintain the value of your customers at a time for speaker updates, please visit: www.loyaltyandprofitability.com of disruptive and changing consumer behaviour Determining how to develop cross-sell and up-sell campaigns that will 12:40 ExTENDED QUESTION & ANSwER SESSION: lock your customers into your network How can you measure and increase the impact of your loyalty programme? Hugo Suidman, Marketing Director, KPN MobileINTERATIVESESSION Take advantage of this session to probe the question most critical to the success of your loyalty programme: how can you measure loyalty? The presenter will spend 15 minutes sharing their case study before opening up a brainstorming session to identify and evaluate the key loyalty metrics. Ellie Kirk, Head of Loyalty and Retention, Orange Group Secure your place now, call: +44 (0) 20 7368 9737
    • CONfERENCE DAy ONE – TUESDAy 22ND MAy 2012 CONfERENCE DAy TwO – WEDNESDAy 23RD MAy 2012 16:15 Afternoon refreshments 08:30 Registration and coffee Establishing how to calculate and maximise the impact of 16:45 09:00 Opening remarks by the ChairCASE your customers’ expected lifetime value Evaluating the pros and cons of using different methodologies for Determining how to use customer segmentation to more STUDY 09:10 calculating the expected lifetime value of your customers effectively target your customers with personalised retention Establishing how to calculate expected lifetime in a simple but coherent way CASE and cross-sell campaigns STUDY Determining how to use the expected lifetime value metric and Determining how to establish clear objectives for your campaign in method to support both the operational and strategic marketing teams order to define the most relevant segmentation criteria to use Discussing a range of advanced thinking around evolving models Establishing how to collect the data for your campaign and ensure it and applications of expected lifetime value  is the most appropriate data to meet your objectives Alain Glickman, Director of Customer Insights, Orange Group Understanding how to use your segmentation results to develop highly relevant retention and cross-sell campaigns in order to maximise your ROI 17:25 PANEL DISCUSSION: Determining how to leverage automated trigger-based marketing campaigns toINTERATIVE How can I leverage my customer data to increase ARPU and target your customers with personalised offers at key points in their lifecycleSESSION reduce churn? Jelena Stojanovic, Marketing & Sales Director, Telekom Srbija What is the most relevant data to use when looking at customer loyalty and profitability? 09:50Establishing how Virgin Media are using segmentation and How can I use my customer data to gain a deeper understanding of profitability profiling to develop loyalty strategies for their their behaviour and preferences? CASE PAyG customers STUDY How can I manage the volume of customer data required to ensure Establishing how Virgin Mobile are developing an investment matrix to assess the success of any campaigns? the distribution and impact of current PAYG retention and loyalty budgets How can I leverage my customer insight to develop highly relevant Determining how to use segmentation to develop short term and long and personalised retention and cross-sell campaigns? term propositions to improve customer loyalty How can I ensure my data is up-to-date in order to deliver timely campaigns? Scrutinising the key focus areas and initiatives for managing Panellists include: PAYG profitability Alain Glickman, Director of Customer Insights, Orange Group Darren Ball, Head of PAYG Retention & Loyalty, Virgin Mobile for panellist updates, please visit: www.loyaltyandprofitability.com 10:30 ROUNDTABLE DISCUSSION SESSION: 18:10 Closing remarks from the Chair INTERATIVE How do you accurately establish and maximise the value and SESSION profitability of your customers? 18:20 End of conference day one Delegates will have the opportunity to participate in two out of three discussion sessions. At the end of each session, the facilitator for each group will summarise the key findings before opening up the discussion to the floor. Topic 1: How do you define and measure the value of your customers? DON’T fORGET TO SIGN UP fOR THE Topic 2: How do you identify unprofitable customers and how do you wORKSHOPS wHEN REGISTERING make them profitable? Topic 3: How do you reduce the cost to serve your customers in order fOR THE CONfERENCE to maximise profitability? Secure your place now, call: +44 (0) 20 7368 9737
    • CONfERENCE DAy TwO – WEDNESDAy 23RD MAy 201211:10 Morning refreshments 13:50 Understanding how to manage the culture change to becoming a customer-centric organisation in order to improve customer loyalty11:40 Examining how to develop and leverage a churn prediction CASE Determining how to involve the whole organisation in a culture STUDY model in order to proactively prevent churn transformation programme and ensure that your employees understand Establishing how to identify the behaviour that indicates that a their role in improving customer satisfaction and loyalty: customer is likely to churn: - Organisation-wide training - Dropped calls - Internal communications campaigns - Declining service usage Establishing how to overcome resistance to change - Low NPS Understanding how to improve communication between teams when - Calls to a competitor or visits to their website launching new products in order to minimise the impact on churn and Establishing how to analyse your churn prediction data in order to product cannibalisation understand when a customer is likely to churn Paolo Menghini, Head of Retention, Telecom Italia Determining how to act on the results of your churn prediction analysis in time to reduce churn: Establishing how customer experience transformation increases 14:30 - Examining how to develop attractive “win-back” offers for customers CASE customer loyalty: from detractors to promoters with a high propensity to churn STUDY Cristina Zanchi, Chief Customer Loyalty Officer, Mobistar Understanding how to establish when it is more profitable to let a for more information about this session, please visit: customer churn www.loyaltyandprofitability.com for speaker updates, please visit: www.loyaltyandprofitability.com 15:10 ROUNDTABLE DISCUSSION:12:10 Establishing the journey to becoming a number 1 beloved brand: INTERATIVE How can you deliver an optimal customer experience and “O2 can do” SESSION use it to drive customer loyalty?CASE Examining why the future of brands is a fight for your customers’ love Delegates will have the opportunity to participate in two out ofSTUDY beyond reasons three discussion sessions. At the end of each session, the facilitator Establishing the path to becoming a beloved brand by first and foremost for each group will summarise the key findings before opening up the standing for something in the market that people really care about discussion to the floor. Exploring what people really care about in their customer experiences: Topic 1: How can you organise a CEM programme and engage your - Emotions employees to deliver a good customer experience? - Feelings Topic 2: How can you manage your customers’ expectations in order - Stories to ensure a good customer experience? Tim Alexander, Vice President of Brand Management, Telefónica Topic 3: How can you drive the relationship between the customer O2 Germany experience and customer loyalty?12:50 Lunch 16:10 Afternoon refreshments To book your place, email: telecoms@iqpc.co.uk
    • CONfERENCE DAy TwO – WEDNESDAy 23RD MAy 201216:40Establishing how to practice proactive customer retention andCASE reduce the cost of your churn intervention Determining how to achieve the shift from reactive retention toSTUDY proactive retention POST-CONfERENCE wORKSHOP Establishing how to reduce the cost of “false positives” before identifying a real churner when using propensity modelling THURSDAy 24TH MAy 2012 Scrutinising the methods of further qualifying a person at high risk of churn: registration and coffee will begin at 09:30. - Using unstructured data the workshop will take place between 10:00 and 16:00 with appropriate - Asking customers directly and using NPS and other predictors of churn breaks for lunch and refreshments. – can these be industrialised? - Generalising from intermediate variables Discovering practical strategies and frameworks for radically - Examining other high hit triggers such as transactional journey analytics improving your customer loyalty and retention and billing enquiry In this practical workshop, you will learn about the principles of customer retention - Looking at community risk from best practice operator case studies, and discover a proven framework to Anthony O’Neill, Director of Insight & Analytics, Eircom prevent and manage churn, and achieve long-term profitable customer loyalty.17:20 Understanding how to effectively engage with your customers This hands-on, interactive masterclass will cover: and stimulate brand loyalty Scrutinising the retention cycle: Starting before acquisition and ending after churn.CASE Determining which channel your customers want you to use to engage - It never ends: Examining closed-loop retention managementSTUDY with them: The OEN framework: Establishing the mechanisms of operational, emotional and - SMS network-based customer engagement as a tool for consistent management of the - Facebook retention cycle - Email - Post Loyalty programmes: Do they work? Understanding what to expect and how to get - Twitter the most out of them Establishing how to utilise social media to manage your brand reputation Understanding the social dimension: Social CRM, social communication and and stimulate customer advocacy service channels, and social business models from a retention and loyalty Learning how to adapt the language and tone of your communications to perspective increase your engagement with different customer groups: Led by: Vladimir Dimitroff, Senior Executive & Management Consultant, - Youth segment Prism Consulting - Business and high value segment Samo Ošina, Chief Marketing Officer, Telekom Slovenije Internationally recognised as a leading expert in customer strategy and customer management, Vladimir Dimitroff has worked with over 20 operators in Europe,18:00 Closing remarks from the Chair CIS and the Middle East. Many of these operators have become market leaders and won prestigious awards. Vladimir is a co-founding member of the CRM Institute and18:10 End of conference the Russian CRM Association, and a member of the ‘Mobile Future’ expert panel at Oxford University. COPYRIGHT Telecoms IQ 2012, Due to unforeseen circumstance the programme may change and IQPC reserves the right to alter the venue and/or speakers To book your place, email: telecoms@iqpc.co.uk
    • reasons you should sponsor Maximising customer Loyalty & profitability to improve your business: Generate new qualified leads - Access motivated, authorised buyers at the point where they are making purchasing decisions to further their strategies Demonstrate thought leadership - Take centre stage in front of a captive and targeted audience and demonstrate your expertise and market knowledge Network with key decision makers and influencers - Gain face to face meetings with existing and potential clients Position your company brand front of mind - Be the name that all operators think of when selecting vendors Stand out from vendor delegates - Stand out on an elevated platform with a heightened presence. Be seen as front of mind. Be the go to first company through maximum recognition at the event. Gain competitive advantage - Have direct influence on selection criteria "Weve had some great discussion with operators that we haven’t spoken to before about some great initiatives as well as making some great introductions on the global operator base that you’ve had here." MDS, Chief Marketing Officer For more information on sponsorship opportunities “It’s been a great event, it’s always a good size event for us which  please contact: Mark Lee, project Manager, telecoms iQ is a good chance for you to network, to meet a lot of people.” t: +44 (0) 20 7368 9434 e: sponsor@iqpc.co.uk Alcatel-Lucent, Director Solutions Marketing Sponsors Media PartnersyOU wILL MEET AND NETwORK wITH: SHARE yOUR IDEASCXOs, VPs, Directors, Departmental Heads, Managers and Experts of: Follow us on Twitter @Telecomsforum Loyalty Western europe 30% Retention eastern europe 50% Marketing Scandinavia 5% Join our Linkedin group “Telecoms Networking forum” Customer Base Management Customer Value Management Middle east 15% For more information on the conference programme Customer Insights & Advocacy and speaking opportunities, contact: Churn Management Customer Experience Julie Coates, Conference Producer, Telecoms IQ Brand +44 (0) 20 7368 9769 Email: julie.coates@iqpc.co.uk Customer Service Register now @ www.loyaltyandprofitability.com
    • Maximising Customer Loyalty & Profitability 5 wAyS TO REGISTER PRE-CONfERENCE wORKSHOP – 21ST MAy 2012 Establishing how to develop highly personalised and profitable loyalty programmes for your customer base TELEPHONE: fAx: POST: EMAIL: CONfERENCE PROGRAMME – 22ND - 23RD MAy 2012 +44(0) 20 7368 9737 +44 (0)20 7368 9301 yOUR BOOKiNG FORM TO TELECOMS@iQPC.CO.UK POST-CONfERENCE wORKSHOP – 24TH MAy 2012 iQPC, 129 WiLTON ROAD, Discovering practical strategies and frameworks for radically improving your customer loyalty and retention wEB: ViCTORiA, LONDON, WWW.LOyALTyANDPROFiTABiLiTy.COM SW1V 1JZ To speed registration, please provide the priority code located on the mailing label or in the box below. My registration code PDFW Please contact our database manager on +44(0) 20 7368 9300 or database@iqpc.co.uk quoting the DELEGATE DETAILS - SiMPly coMPleTe ThiS forM and click SubMiT TEAM DISCoUNTS* Please photocopy for each additional delegate IQPC recognises the value of learning in teams. Groups registration code above to inform us of any changes or to remove your details. of 3 or more booking at the same time from the same Book and pay Book and pay Book and pay Mr Mrs Miss Ms Dr Other company receive a 10% discount, 5 or more receive DISCoUNTED before 24th before 30th before 11th Standard oPERAToR PRICES Price First Name a 15% discount, 7 receive a 20% discount. Only one February 2012* March 2012* May 2012* discount available per person. Full Access Pass Two-Day Conference 1 Save €400 Save €350 Save €150 €1,799 Family Name Job Title FREE oNLINE RESoURCES Pre-Conference Focus Day €1,399 + VaT €1,449 + VaT €1,649 + VaT + VaT Post-Conference Focus Day To claim a variety of articles, podcasts and other free Three Day Pass Tel No. resources please visit www.loyaltyandprofitability.com Two-Day Conference And 1 Save €300 Save €250 Save €100 €1,399 Pre-Conference Focus Day OR €1,099 + VaT €1,149 + VaT €1,299 + VaT + VaT Post-Conference Focus Day Email DIGITAL CoNFERENCE oN CD-RoM Two Day Conference Save €175 Save €125 Save €75 €949 Two Day Conference ONLY 1 €774 + VaT €824 + VaT €874 + VaT + VaT A digital version of the conference proceedings, including all Yes I would like to receive information about products and services via email presentations, is available to buy. Book and pay Book and pay Book and pay Standard IQPC Point of contact Recent digital conferences available £599+VAT each STANDARD PRICES before 24th before 30th before 11th Price Maximising Customer Loyalty and Profitability 2011 February 2012* March 2012* May 2012* Full Access Pass Customer Segmentation and Churn 2011 Organisation Two-Day Conference 1 Save €800 Save €700 Save €300 €3,599 I have filled out credit card details below Pre-Conference Focus Day €2,799 + VaT €2,899 + VaT €3,299 + VaT + VaT Post-Conference Focus Day Nature of business For further information Please call: 0207 368 9300 Three Day Pass or email: knowledgebank@iqpc.co.uk Two-Day Conference And Save €600 Save €500 Save €200 €2,799 To search IQPC’s archived conference documentation visit: Pre-Conference Focus Day OR 1 €2,199 + VaT €2,299 + VaT €2,599 + VaT + VaT Address www.iqpcknowledgebank.com Post-Conference Focus Day Two Day Conference 1 Save €350 Save €250 Save €150 €1,899 Postcode Country Two Day Conference ONLY €1,549 + VaT €1,649 + VaT €1,749 + VaT + VaT All prices are exclusive of German VAT at 19% VAT Registration no. DE 261 1019 14 Please note: • All Early Bird discounts require payment at time of registration and before the cut-off date in order toreceive any discount. Telephone TERMS AND CoNDITIoNS • Any discounts offered (including team discounts) must also require payment at the time of registration. Please read the information listed below as each booking is subject to IQPC Ltd standard • All discount offers cannot be combined with any other offer. terms and conditions. Return of this email will indicate that you accept these terms. Fax Payment Terms Upon completion and return of the registration form full payment is required no later than 5 business days from the date of invoice. Payment of invoices by PAyMENT METHoD means other than by credit card, or purchase order (UK Plc and UK government bodies only) will be subject to a €65 (Plus VAT) processing fee per delegate processing fee. Approving Manager Payment must be received prior to the conference date. We reserve the right to refuse Total price for your Organisation: (Add total of all individuals attending): admission to the conference if payment has not been received. IQPC Cancellation, Postponement and Substitution Policy You may substitute delegates at any time by Card Number: VISA M/C AMEX Name of person completing form if different from delegate providing reasonable advance notice to IQPC. For any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another IQPC conference which must occur within one year from the date of I agree to IQPC’s cancellation, substitution and payment terms issuance of such credit. An administration fee of 10% of the contract fee will be retained by IQPC for all permitted cancellations. No credit will be issued for any cancellations Special dietary requirements: Vegetarian Non-dairy Other (please specify) occurring within seven (7) days (inclusive) of the conference. In the event that IQPC Exp. Date: Sec: cancels an event for any reason, you will receive a credit for 100% of the contract fee Please indicate if you have already registered by: Phone Fax Email Web paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of cancellation. In the event that IQPC Please note: if you have not received an acknowledgement before the conference, please call us postpones an event for any reason and the delegate is unable or unwilling to attend in on Name On Card: the rescheduled date, you will receive a credit for 100% of the contract fee paid. You may to confirm your booking. use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of postponement. Except as specified above, no credits Billing Address (if different from above): VENUE & ACCoMMoDATIoN will be issued for cancellations. There are no refunds given under any circumstances. IQPC is not responsible for any loss or damage as a result of a substitution, alteration or cancellation/postponement of an event. IQPC shall assume no liability whatsoever in the City/County/Postcode Cheque enclosed for: € Venue: Radisson Blu Hotel, Karl-Liebknecht-Strasse 3 - D-10178 Berlin - Germany event this conference is cancelled, rescheduled or postponed due to a fortuitous event, (Made payable to IQPC Ltd.) Act of God, unforeseen occurrence or any other event that renders performance of this Phone: +49(0) 30 238 280 E-mail: info.berlin@radissonblu.com conference impracticable, illegal or impossible. For purposes of this clause, a fortuitous (Please quote 19776.002 with remittance advice) Bank account details (EUR): event shall include, but not be limited to: war, fire, labour strike, extreme weather or19776.002 Accommodation: Travel and accommodation is not included in the registration fee. However other emergency. Please note that while speakers and topics were confirmed at the Account name: IQPC Ltd Bank: HSBC Account number: 59090618 Sort code: 400515 a number of discounted bedrooms have been reserved at the Radisson Blu. Please call the hotel time of publishing, circumstances beyond the control of the organizers may necessitate substitutions, alterations or cancellations of the speakers and/or topics. As such, IQPC IBAN: GB98MIDL40051559090618 SWIFT: MIDLGB22 directly on Tel: +49(0) 30 238 280 and quote booking reference IQPC to receive your discounted reserves the right to alter or modify the advertised speakers and/or topics if necessary rate, prices start from €215 including taxes and breakfast. There is limited availability so we do without any liability to you whatsoever. Any substitutions or alterations will be updated on our web page as soon as possible. Discounts All ‘Early Bird’ Discounts require payment encourage attendees to book early to avoid disappointment. at time of registration and before the cut-off date in order to receive any discount. Any CLICK HERE To SUBMIT FoRM NoW VIA EMAIL discounts offered whether by IQPC (including team discounts) must also require payment at the time of registration. All discount offers cannot be combined with any other offer. © IQPC Ltd. VAT Registration #: GB 799 2259 67