CRM Senior Executive Forum

CRM Senior Executive forum HONG KONG June 25-26 2008 Theme: Customer Driven Service Standard: CSQS & Best-in-Class Service Management       Topic: Building the Foundation for a Service Brand Company: Learning from the Winners Speaker: Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge   Asia Pacific Customer Service Consortium (APCSC) is founded with the belief of “Customer Relationship Excellence is the only way to Sharpen your Competitive Edge!” The goal of the Consortium is to promote service quality and customer relationship excellence in international cities across Asia Pacific Region and to recognize and reward companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve. APCSC jointly offers the most recognized global certifications for CRM, Customer Service, Contact Center, Support Services with global education partners and international membership organizations to set Standards World-Wide.   Topic: Ask your Customer How to Improve your Service Centre Speaker: Mr. Tatsumi Yamashita, CEO HDI-Japan (Help Desk Institute Japan)   HDI is the world's largest membership association for the service and support industry. Founded in 1989, HDI's mission is to lead and promote the customer service and technical support industry by empowering its members through access to timely and valuable industry information, including reports and publications; encouraging member collaboration through events and forums; and establishing internationally recognized, standards-based industry certification and training programs. Panel Discussion moderated by Mr. Jason Chu, Chairman Asia Pacific Customer Service Consortium

CRM Senior Executive forum Breakfast HONG KONG 1st November 2007 Customer Relationship Excellence: From A to A plus (Bilingual) Join us for breakfast and to hear our industry leaders sharing their experiences with you! Winner of the 2006 CRE Awards: Best Use of Technology of the Year Topic: Mission Critical Service Management: from A to A plus Speaker: Mr. Geoffrey L. Chan, Chief Construction & Maintenance Engineer, Transmission & Distribution Division The Hongkong Electric Co., Ltd   With increasing customer demand and expectation, mission critical service has become one of the key attribute for customer loyalty and satisfaction. Hong Kong Electric is the CRE Awards winner of Mission Critical Service of the Year 2005 and also Best Application of Technology of the Year 2006. Mr. Chan is the head of Construction & Maintenance Department of HK Electric, responsible for all construction and maintenance work in the electricity supply network of HK Electric to ensure the highest level of supply reliability and the customer services are delivered to HK Electric's over half a million customers. Winner of the 2006 CRE Awards: Best Use of Technology of the Year (Hospitality); Consumer Relationship Marketing Service of the Year (Hospitality); Corporate Service Team of the Year; Customer Loyalty Program of the Year; People Development Program of the Year (Hospitality) Topic: Strategic Market Development under Changing Policy and Regulations Speaker: Mr. Anthony Lock, Managing Director California Red Ltd.   The non-smoking policy has created a strong impact to the food and beverage sector. California Red has developed many strategic market development program and undertaken many innovative initiatives to counter the changing policy and regulations. Mr. Anthony Lock, Managing Director of California Read Ltd. will share his personal insight on how to re-invent his business. Mr. Lock is also the CRE Awards individual winner of CEO of the Year 2006. Topic: Customer Relationship Excellence - The Way Forward! Speaker: Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge   There are more industries market leaders participating in the CRE Awards in a growing economy this year. This is clear evidence that customer relationship excellence and robust customer service quality standard are the same business value shared among world class companies and industry leaders. During good economy, the ability to maintain and deliver excellence service is even more important to stay ahead of the industry benchmark and profit earnings. Mr. Jason Chu will introduce the key success factors to be achieving customer relationship excellence and introduce the judging criteria of the CRE Awards. Panel Discussion moderated by Mr. Jason Chu, Chairman Asia Pacific Customer Service Consortium Venue & Time Details: Date: 1st November 2007 Time: 8:30am - 10:30am (registration begin at 8:00am) Venue: The Dynasty Club, Hong Kong Fee: HK$380 (Member), HK$480 (Non Member)

Past CRM Senior Executive Forum held by APCSC/HKCSC

26 June 2008, Hong Kong
Topic: Ask your Customer How to Improve your Service Centre

Speaker: Mr. Tatsumi Yamashita, CEO, HDI-Japan (Help Desk Institute Japan)

25 June 2008, Hong Kong

Topic: Building the Foundation for a Service Brand Company: Learning from the Winners
Speaker: Mr. Jason Chu, Chairman of Asia Pacific Customer Service Consortium, CRE Awards Panel of Judge

6 July 2007, Hong Kong

Topic: Service Excellence through Customer Centricity

Speaker: Ms. Sandra Marlene De Zoysa, Head of Customer Service and Contact Management

Topic: CSQS Business Case Study - Best Practice Sharing

Speaker: Dr. George Q. Huang, Associate Professor Department of Industrial and Manufacturing Systems Engineering

5 July 2007, Hong Kong

Topic: Internal Customer Engagement Comes First

Speaker: Mr. Thomas Mok, Director, Customer Relations Department, Hong Kong Broadband Network Ltd

Topic: Application of psychological assessment for the management of customer service

Speaker: Dr. C. Harry Hui, Senior Lecturer, Department of Psychology, The University of Hong Kong 

12 July 2006, Hong Kong

Topic: From Service Excellence to Business Excellence

Speaker: Mr. Raymond Choi, Senior Customer Service Engineer The Hongkong Electric Co., Ltd.

              Professor Sam Ho, Founder Chair HK 5-S Association & APBEST Academy

11 July 2006, Hong Kong

Topic: Managing Performance and Customer Experience

Speaker: Mr. William Yeung, Chief Operating Officer, Hong Kong Broadband Network Ltd

              Mr. David Rossiter, Head of Human Resources, Hospital Authority

10 March 2006, Hong Kong

Topic: Customer and Corporate Strategy

Speaker: Mr. Joseph Yeung, Managing Director, Pacific Satellite International Ltd

              Mr. Richard Wong, Managing Director, Expense Reduction Analyst

              Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium

25 February 2005, Hong Kong

Topic: Managing Customer Experience with Service, Process, and Technology!!

Speaker: Mr. Amit Bhagat, Director of TCEQ and BPM,Technology Solutions Group, Hewlett Packard Asia Pacific Pte. Ltd

              Mr. HP Suen, Chairmen, itSMF Hong Kong Chapter

20 January 2005, Hong Kong

Topic: Customer Loyalty Award Forum

23 September 2004,Hong Kong

Topic: “Best-in-Class” Recognition for CRM and Call Centers

Speaker: Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium

25 March 2004, Hong Kong

Topic: Building Superior Branding and Loyalty

Speaker: Mr. John Chisholm, Chairman & CEO, CustomerSat Inc.
               Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium

09 March 2004,Hong Kong

Topic: Developing New Competitive Advantages

Speaker: Mr. Harry Wong , General Manager, Dao Heng Insurance Company Limited

              Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium
 

21 November 2003, Taiwan

Topic: Asia Pacific Customer Service Quality Standard (CSQS) and CRM Benchmarking Report

Speaker: Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium

Topic: CRM Technology and Integration for Customer Value Creation in Business Operation

Speaker: Mr. Larry Huang, Manager of eTrade & Customer Service Center Department, President Securities Corporation;
 

08 August 2003, Hong Kong

Topic: Maximize Value through Knowledge and Relationship Management

Speaker: Mr. Jason Chu, Chairman, APCSC

              Mr. Richard C H Wong, Senior Partner, Expense Reduction Analysts

18 February 2003, Taiwan

Topic: 亞 太 顧 客 服 務 協 會 ---- 卓 越 客 戶 關 係 研 討 會

Speaker: 邱登崧先生, 台灣客服科技股份有限公司總經理

              朱剛岑先生, 亞太顧客服務協會主席

15 January 2003, Hong Kong

Topic: Customer Loyalty : Propositions and Execution at Contact Center(Case Study)

Speaker: Speakers: Mr. William Yeung, Director of Customers Division, SmarTone Mobile Communications Ltd

Topic: How to Excel in Customer Relationship Excellence

Speakers: Mr. Jason Chu, Chairman, Hong Kong Customer Service Consortium

06 November 2002, Taiwan

Topic: 經濟快速變遷下電話中心經理人角色的轉換

Speaker: 陳婉芬女士, 台灣花旗銀行 副總裁

Topic: 優質客服中心經營策略 (Case Study)

Speaker: 簡志誠博士, 臺灣客服中心發展協會主席

Topic: 知識中心資訊與資源的管理與策略(Knowledge Center Management)

Speaker: 朱剛岑先生, 亞太顧客服務協會主席

08 October 2002, Hong Kong

Topic: Total Customer Experience (Case Study)

Speaker: Mr. Jeffrey Cheung, Division Manager, So-net HK Ltd

Topic: Total Contact Ownership at a Knowledge Center
Speaker: Mr. Jason Chu, Chairman, Hong Kong Customer Service Consortium

Topic: Single Point of Contact Center Solution for your Most Valuable Customers (Case Study)

Speaker: Mr. David Kim, Marketing Director PowerPhone Network Ltd

25 July 2002, Hong Kong

Topic: CRM Strategy
Speaker: Mr. Paul Yu, Customer Service Director, Hutchison Telecommunications (HK) Ltd

Topic: Knowledge Center Management
Speaker: Mr. Jason Chu, Chairman, Hong Kong Customer Service Consortium

Topic: The Strategy to Implement the Multinational, and Multisite Call Center
Speaker: Mr. Ne Yaung Hpone, General Manager, Greater China Genesys Telecommunications Laboratories, Inc.

25 April 2002, Hong Kong

Case Study: CRM - The Human Factor

Speaker: Mr. Ron Mathison, General Manager and Director, Cathay Pacific Loyalty Programmes Ltd

Case Study: What Drives A Successful Loyalty Marketing Program?
Speaker: Mr. John Mims, VP, Sales & Marketing in Asia-Pacific Division, Starwood Hotels & Resorts Worldwide, INC.

Press Release: Results of eSurvey on Customer Satisfaction and Loyalty Research for Online Travel
Speaker: Mr. Jason Chu, Chairman, Hong Kong Customer Service Consortium
 

17 January 2002, Hong Kong

Topic: Partnership Relationship Management (PRM)Case Study: "Measuring Sales and Call Center Productivity at 3COM"
Speaker: Mr. Carlos M. Aquino, Vice President of CRM, 3COM Business Networks Co.-International

Topic: World Class Call Center
Speaker: Mr. Jason Chu, Chairman, Hong Kong Customer Service Consortium

Topic: Customer Experience Management: The Fast and Simple Key to Better Customer Relationship!

Speaker: Mr. Shaun Warren, Customer Solutions Manager, Eyretel Asia Ltd
 

Events before 2002