Czym zab!ysn" gdy przyjdzie konkurencja, i jak trzyma#       wydatki na obs!ug" Klientów w ryzach?                        ...
6*70+*#8%7)9:;<=>    !"#$%&$() *+,&-&.$/(0(.$1*23456//(0(7.$*-568/()91                                                    ...
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6%(.10+.)789:3               ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
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678*09.+:#;5               ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
678*09.+:#;<    ! =>?@ ?()A;:BC    ! D(A*C07E+(F81AB82    ! =>?@ )*2*1C/+)*2*1G9HB81+E#I+*#.#H8)*+      ):#.;<    ! &#)B(+...
678*09.+:#;    ! <(*=#>+(2*1?8.#=8#+@A81=B9.    ! CD81#>+8=$(0#2>; *.(B=E (F+@A81=B9.    ! CD81#>+8=$(0#2>; (+):12G$821+  ...
6789#+:#)1%;    ! <*1271= >(+?(@)>#.A/+9#=@A+>(+.71;                               ;2*A=BAC8                              ...
6789:+;*<9%#=>9                  ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
6*#7890:+2*#);     ! <#71+.19=2>(.1         ! !"#$%&()* +),$-./012-013           ,$-4562%4"78),6.7-%/)6/5%54078)9:;0      ...
6789#:*71)7;<+9879=7>? @AB=71CD            D(9710+6871=<#11                          ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
67810+9:81;<#12                   ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
67810+9#:#2*#+; 2(+.*8<= >#+.#)*?#?@     ! A*B978+*C?+(7#+8+.B9D+7#>#%C+       7(0C>87#2E8F13                             ...
678/+9#8:14               ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
678/+9#8:15               ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
67810+9:81;<#=16                    ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
67810+9:81;<#17                   ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
6*#789+2*#)+:+*(*80+;<:17=#18                        ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
6*#7890:+2*#);!"#$%&($&)*+,$-./0+,*%,10/+"20/319                                      ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
6(*70+89:1;<#     ! =#>+?#);1?+:;$(0#2?:+(+@(9:<A21+(B)%7C:+       D 2:1@9:.(EF :+(2*1>:.#;:#+89:1;<#+       .A*;#2*A+)<#;...
67(.+01+871 0(91:;     ! 6<=81<       ! !"#$%&%()*%+,-. /"&0,1"2302*(%+#+         $45+,%545+$05%*-0666       ! !",7/-#%2-0...
6*#789+6.:9+2*#)+;+<(*7#9+=>;17?#22                          ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
6#07+)(871+91: ;9;<=7#0>23                               ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
6#07+)(871+91: ;9;<=7#0>     ! ?#=;#@=1+)(9(.#=71     ! A#B+%#9.1C+)9#9>)9>B7+*D%()*1E <@#+       *<1$7=7(.#=>2F+B#91D(77+...
6*17(+(2*189:1+;<=1>?+=+@.A:+B(?$1<C25                            ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
6*17(+(2*189:1+;<=1>?+=+@.A:+B(?$1<C     ! D89?12*>(E2=F     ! -)8#G>=8+H>21IJ(>1KL=)? @=01       "1)(<9?=(>       ! !"#"$...
6*17(+(2*189:1+;<=1>?+=+@.A:+B(?$1<C     ! 5444+)B#.+*7%#)*#>D2E+F=#+1G0#=< H+0G2     ! I1J>=+2*#)+(K)%97=+=>?1#82:=+L M+0...
6789 ):;<12*=>     ! ?#@8#+A=<1#:2B#+<(+A=.1)<>2B#+.+2*#)+       C.DB+A+?EA1=<#     ! F#0AG<#B+(+A=$(0#2BA+*.(<=1B       !...
-67*606)61     !   -17%89+#:#;6*+<=>+*+344?+.@A7+B?C+         D*17)E#.6261;6+F#:GA.+18(D1H)G62I+         EJ;G(+3KL+E#$:61+...
6+.78*707)7#29 )%:.+;#<=30                               ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
6+.78*707)7#29 )%:.+;#<=31                               ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
6+.78*707)7#29 )%:.+;#<=32                               ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
6+.78*707)7#29 )%:.+;#<=33                               ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
6*#7890:+2*#)+; <:0+#*10+1=8>#0?7(.:     ! @A(B <(+.)<CD+E(+D*:=(<(.#F E(+       (*=*1.G?+.+<:0+<10#2?1H                  ...
6782*(.1+9:;#<=1>     ! ?@#2#+)=A 2*#)+(B+=<<(.#2C=+B(+       =0=;#2C=>            >9#0=A;#C+DB*=1+*#2*EF G8B(.#F        9...
6*789:;8 <#=*(+*#+<1*)1>>(?@A+     BCD#>7#E     B7**#E                          "#$#% &#()*                        #$#FG;#...
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Czym zabłysnę gdy przyjdzie konkurencja, i jak trzymać wydatki na obsługę Klientów w ryzach?

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Czym zabłysnę gdy przyjdzie konkurencja, i jak trzymać wydatki na obsługę Klientów w ryzach?

  1. 1. Czym zab!ysn" gdy przyjdzie konkurencja, i jak trzyma# wydatki na obs!ug" Klientów w ryzach? Rafa! Jarosz Proceo Aula Polska #63, 31 marca 2011 rok, Warszawa
  2. 2. 6*70+*#8%7)9:;<=> !"#$%&$() *+,&-&.$/(0(.$1*23456//(0(7.$*-568/()91 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  3. 3. 67189# ! :%(.10+.);<=> ! ?>@*0A.+=#< ! B@);(@#+C@DC>9*@1)@<2@>+ED@C8@<F ! G(*>0+ED@18;# ! :*#8>H+2*#)+).AH+@+=@18@I9*1+ED@18;#+ (#*+J@21+J1)# ! K+.@9*@0@)@#2L/+1*>D;#;#2L+@+)198@1+ )=#.M2 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  4. 4. 6%(.10+.)789:3 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  5. 5. 67898:)+;912<(=2) > 5??@ ! A(+2*1B(+.1C%DB+$80E+272F G1G+H981=28+ " !"#$%&"$%&()$%&#*"#+,-"# ! I(+$80#+0EJ98+K1+0#+C(+*#($1(.#=8#+ " !"#$%&"$%&()$%&#*"#+,-"# ! I(+$80#+$#H<E2*=81+($1DG1+ " !"#$%&"$%&()$%&#*"#+,-"# ! I(+H981=<(0+)8L .EC#G1+/+*1+($1DG1+ " !"#$%&"$%&()$%&#*"#+,-"# ! I*1B(+H981=28+*12*E.8J281+272F4 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  6. 6. 678*09.+:#;5 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  7. 7. 678*09.+:#;< ! =>?@ ?()A;:BC ! D(A*C07E+(F81AB82 ! =>?@ )*2*1C/+)*2*1G9HB81+E#I+*#.#H8)*+ ):#.;< ! &#)B(+8+.C#@B81+(I1JH#E+*#)#?C+ I(07B8I#2E86 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  8. 8. 678*09.+:#; ! <(*=#>+(2*1?8.#=8#+@A81=B9. ! CD81#>+8=$(0#2>; *.(B=E (F+@A81=B9. ! CD81#>+8=$(0#2>; (+):12G$821+ 8=B1#?2>8+H 8+7F()B;:=8#>+>E .):9%:#2(.=8?(0I ! I8BFJ/+8BFJJJ+K)G=F(0+L(01#M7 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  9. 9. 6789#+:#)1%; ! <*1271= >(+?(@)>#.A/+9#=@A+>(+.71; ;2*A=BAC8 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  10. 10. 6789:+;*<9%#=>9 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  11. 11. 6*#7890:+2*#); ! <#71+.19=2>(.1 ! !"#$%&()* +),$-./012-013 ,$-4562%4"78),6.7-%/)6/5%54078)9:;0 ! <6=)>$"5$0:().6#6$:)? (56.6;6@0%) ABCDDEFGH ! I-)$=/5$%7=0 ?@A+B(+)>C 7#.>7C%(+D>1.)*1+D(E+F8)(10 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  12. 12. 6789#:*71)7;<+9879=7>? @AB=71CD D(9710+6871=<#11 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  13. 13. 67810+9:81;<#12 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  14. 14. 67810+9#:#2*#+; 2(+.*8<= >#+.#)*?#?@ ! A*B978+*C?+(7#+8+.B9D+7#>#%C+ 7(0C>87#2E8F13 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  15. 15. 678/+9#8:14 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  16. 16. 678/+9#8:15 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  17. 17. 67810+9:81;<#=16 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  18. 18. 67810+9:81;<#17 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  19. 19. 6*#789+2*#)+:+*(*80+;<:17=#18 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  20. 20. 6*#7890:+2*#);!"#$%&($&)*+,$-./0+,*%,10/+"20/319 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  21. 21. 6(*70+89:1;<# ! =#>+?#);1?+:;$(0#2?:+(+@(9:<A21+(B)%7C:+ D 2:1@9:.(EF :+(2*1>:.#;:#+89:1;<#+ .A*;#2*A+)<#;G#GAH H#+#2*1?+<A91+)<#;G#GI.+:97+?1)<+ 89:1;<I.J20 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  22. 22. 67(.+01+871 0(91:; ! 6<=81< ! !"#$%&%()*%+,-. /"&0,1"2302*(%+#+ $45+,%545+$05%*-0666 ! !",7/-#%2-0+3"$%&*-%+-2245+/%2%805+ /"572-/%*(-9 !921 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  23. 23. 6*#789+6.:9+2*#)+;+<(*7#9+=>;17?#22 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  24. 24. 6#07+)(871+91: ;9;<=7#0>23 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  25. 25. 6#07+)(871+91: ;9;<=7#0> ! ?#=;#@=1+)(9(.#=71 ! A#B+%#9.1C+)9#9>)9>B7+*D%()*1E <@#+ *<1$7=7(.#=>2F+B#91D(77+G.71<*#+(+ (2*1B7.#=7#2F+H@71=9I.J ! K(+91=+H@71=9+0#+9#B+=#L#.<M .L7)#N .+9(+(B71=B(+(+=#*.71+OP>9;% Q+ P10#9RST ! !"#$%&#()*"+ ,-%."/)01 23$#,-456$"#5# )/754&"8901 : (4;%<"./0=#>?@24 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  26. 26. 6*17(+(2*189:1+;<=1>?+=+@.A:+B(?$1<C25 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  27. 27. 6*17(+(2*189:1+;<=1>?+=+@.A:+B(?$1<C ! D89?12*>(E2=F ! -)8#G>=8+H>21IJ(>1KL=)? @=01 "1)(<9?=(> ! !"#"$"% #&()*")(+,-*./*"0"1234"(+*0" 5(06(7,7")(089#"(5,+*.&/:&.; ! <&7=0*"5+*.> :*?"5+(.,,7@" )(75,8,:./*76"6":*+0>?06*7626 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  28. 28. 6*17(+(2*189:1+;<=1>?+=+@.A:+B(?$1<C ! 5444+)B#.+*7%#)*#>D2E+F=#+1G0#=< H+0G2 ! I1J>=+2*#)+(K)%97=+=>?1#82:=+L M+0=>9?D27 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  29. 29. 6789 ):;<12*=> ! ?#@8#+A=<1#:2B#+<(+A=.1)<>2B#+.+2*#)+ C.DB+A+?EA1=<# ! F#0AG<#B+(+A=$(0#2BA+*.(<=1B ! !"#$%&%()*+,-%*#$",).%/%0*"12 ! 3.45/.)2-%6,76,76, "%8,9$*-%/%5"()9": ! ;&.%8#*-&8",(8%#*-($2),48#",-(8,% 98/"<8*#",%= >&8",1%(": 8%$1,?*0"@28 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  30. 30. -67*606)61 ! -17%89+#:#;6*+<=>+*+344?+.@A7+B?C+ D*17)E#.6261;6+F#:GA.+18(D1H)G62I+ EJ;G(+3KL+E#$:61+.JEJD(.#%(+ :#H.#M:61H)*1+(2*1G6.#:6#+).(62I+ N;61:EA.O ! !"#$%&()*#+,$-$./&0#$1#2"3450 6*#74/6/3$83$&5,0/#*#9$:5/50$ &3(;<#48/$=%#+* $>?@$+5$A@929 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  31. 31. 6+.78*707)7#29 )%:.+;#<=30 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  32. 32. 6+.78*707)7#29 )%:.+;#<=31 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  33. 33. 6+.78*707)7#29 )%:.+;#<=32 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  34. 34. 6+.78*707)7#29 )%:.+;#<=33 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  35. 35. 6*#7890:+2*#)+; <:0+#*10+1=8>#0?7(.: ! @A(B <(+.)<CD+E(+D*:=(<(.#F E(+ (*=*1.G?+.+<:0+<10#2?1H 2*#)+98I G(F2*:BH34 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  36. 36. 6782*(.1+9:;#<=1> ! ?@#2#+)=A 2*#)+(B+=<<(.#2C=+B(+ =0=;#2C=> >9#0=A;#C+DB*=1+*#2*EF G8B(.#F 9*1.#DA/+DB:+9*:CB*=1+@(<@81<2C#H35 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455
  37. 37. 6*789:;8 <#=*(+*#+<1*)1>>(?@A+ BCD#>7#E B7**#E "#$#% &#()* #$#FG;#()*H9F7>79#2#FF21>D1GIF #$#FG;#()*HI(21(G1:36 ! "#$#% &#()*++,+++-#)*#.#/+0#*12+3455

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