Speaker at: Harnessing CRM for Positive Customer Experience & Maximum ROI (Pacific Conferences Singapore) 17 - 18 Jul 2006, Meritus Mandarin Hotel, Singapore

1. conf-crm8
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Harnessing CRM for
Positive Customer Experience &
Maximum ROI
Conference & Workshops
Best Practices in Delivering The Total Customer Experience to
Boost Customer Loyalty & Retention
17 - 18 Jul 2006, Meritus Mandarin Hotel, Singapore
CONFERENCE OVERVIEW
Overview
Registration
Translating Customer Intelligence
into Delivering Customer Experience
Request for Customer Relationship Management has evolved greatly in response to today's
Brochure ‘Empowered Customer'. It is insufficient to have just a software programme or up-to-date
technological expertise. The knowledge on how to translate customer intelligence into
strategic actions to proactively acquire and retain customers as well as to achieve service
Email Us excellence at every touch point are the keys to capturing the customers' heart and
mindshare.
Spoilt for choice, consumers today demand not only quality products and services but
Endorser seek out that unique ‘customer experience'. With constant change of needs, wants and
various segments to cater to, it is vital for businesses to know how and when to respond
to shifting customer desires. Furthermore, knowing the opportune time to offer the most
relevant products or services to customers can secure their satisfaction and loyalty which
would ultimately result in higher ROI.
Is your CRM programme creating real value for your customers and your
10 % discount to members business? Or is it causing so much inconvenience resulting in an alarming rate
of DMAS of customer dissatisfaction? Spending too much resources in the hope of
creating that ‘Total Customer Experience'? Finding it difficult to produce
tangible ROI to substantiate your CRM investments?
Official Business
Magazine
This timely 2-day conference will answer all your questions on how to efficiently draw on
customer expectations, marketing opportunities and frontline employees to revolutionise
your customer experience and differentiate yourself from your competitors. Leading
organisations including AIA, Pacific Internet, TIME dotCom, Toshiba, HP, Oracle,
etc. will share their winning formulae in best servicing customers, reducing churn and
enhancing customer loyalty to bolster revenues. Don't miss our power-packed workshops
Association Partner
where you can learn the best practices to adeptly manage customer satisfaction and
loyalty programmes as well as to create real business market value from your CRM
investments. Grab the opportunity to exchange and bounce ideas with our distinguished
panel of experts as well as delegates from various industries in our special Roundtable
Exchange.
10 % discount to the
members of AARM
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AARM is an association, Panel of Speakers
organization and network
of business executives
Lisa Watson
specializing in advancing
MD, Ibis Intelligence Services
the state-of-the-art in CRM
Chairman, DMAS
and related subject areas.
It provides a worldwide Bruce Pyke
forum for the develop- Customer Operations Director
ment understanding and Pacific Internet (Australia) Pty Ltd
communication of the
principles and disciplines of
CRM to senior repre-
sentatives from organiz- David Pierce
ations in a wide array of Vice President, Marketing Operations
industries. American International Assurance Co. Ltd
Graeme Carey
Regional Director
KrisTEL Customer Interaction Sdn Bhd
Kashif Siddiqui
Senior CRM Sales Consultant, ASEAN
Oracle Corporation
Lawrence Cheah
GM of Customer Support & Services
TIME dotCom Bhd
Mike Overly
Director Worldwide CRM
Hewlett-Packard Company
Raymond Teo
Director of Research & Analytics
Blue-dge Analytics & Consulting
Sharon Fong
Director of Research
Blue-dge Analytics Consulting
Supriyo Sircar
Senior Vice President & Regional Head, Asia
Polaris Software Lab Ltd
Capture Proven Tips and Practical Strategies from Case Studies
of:
q AIA
q Pacific Internet
(CSIA Australian Service Excellence Award Winner)
q TIME dotcom
q Toshiba
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Take Away New Insights on Critical Issues:
• Failure of CRM programmes
• Today's ‘Empowered Customer'
• Personalisation & Customisation of Customer Service
• Delivering Quality Service
• Generating Value for Customers & Shareholders
• Predicting Changing Needs of the Market
• Reducing Churn and Lifting Average Revenue per User
• Organisation Alignment to Customer Centricity
Increase the Returns of your CRM Investments via 2 Practical
Workshops:
• The Modus Operandi of Customer Satisfaction and Loyalty
Programmes
• Creating Maximum ROI with CRM Strategies
Benefits of Attending:
• Be updated on recent Customer Experience Management developments and key CRM
competencies to deploy in today's service economy
• Explore key tools and techniques in leveraging data from customer intelligence to
gauge performance, gaps and opportunities
• Learn how Award Winner Pacific Internet used its Customer Charter to set customer
expectations and improve performance
• Identify goals and components of performance optimisation to manage customer
satisfaction and loyalty programmes with the right systems and
processes
• Discover marketing and revenue opportunities in CRM analytics that provide insights to
strategies that maximise ROI
• Grasp methods and approaches adopted by AIA in understanding customer needs and
how it differentiated itself from competitors
• Ascertain how to harness promotions and campaigns to target at the right customers
and how to leverage on positive rewards to further enhance
customer satisfaction and loyalty
• Explore proven methods TIME dotCom utilised in data mining to increase its customer
intelligence
• Benefit from Toshiba 's experience in managing customer costs with operational and
cost efficiencies using customer contribution margin analysis
• Grab this chance to network and exchange ideas with industry peers and experts
Who Should Attend:
CEOs, Directors, Vice Presidents and Senior Managers of :
CRM , Marketing, Relationship Marketing, Customer Relations, Customer Service,
Customer Loyalty, Customer Care, Call Centre, Sales and Branding
Conference Fees :
. Early Bird Regular
(Payment Before 12 Jun 06) (Payment After 12 Jun 06)
Singapore $ 1,695 $1,995
Malaysia RM 2,995 RM 3,395
† Additional 10 % discount for groups of 2 or more !
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