CRM Senior Executive Forum
 

To differentiate yourself in the marketplace, your challenge as an organization is to manage customer relationships, regardless of the communication channel selected, by exceeding their expectations.

How to implement Customer Relationship Management (CRM) with Customer Satisfaction Measurement (CSM) and Customer Loyalty to gain the market share and profit? Come to join this highly educational forum. You will learn from the experts from MarketProbe Inc, Standard Chartered Bank,HKCSC and share with other experienced professionals.

09:15-09:30
 REGISTRATION
09:30-10:10

Mr. Jason Chu, Chairman
Hong Kong Customer Service Consortium

EFFECTIVE LOYALTY MARKETING
Maximizing results of loyalty marketing program requires strong "analysis in action" strategy. A winning solution creates balancing of creativity and discipline to turn strategy into highly cost effective result. Learn how to:

  • Develop partnership with customers
  • Allocate marketing resources to those customers with the greatest potential
  • Establish a competitive advantage which allows you to differentiate without price discount
10:10-10:50

Mr. Steven Parker, Head of Customer Sales & Service of Consumer Bank
Standard Chartered Bank

BUILDING & IMPLEMENTING A CRM MASTERPLAN TO REAP POSITIVE ROI (Case Study)
To conduct a successful CRM initiative, you must have a clear and decisive strategic plan to address the complex process, people and technology issues. You will learn how to:

  • Realize your business objectives
  • Ensure long term success
  • Maximize your return on investment (ROI)
10:50-11:05
 BREAK
11:05-11:45

Mr. Philip Atrill, Senior Vice President
Market Probe Inc, U.S.A.

CUSTOMER SATISFACTION MEASUREMENT (CSM) - A CRM READINESS TOOL (Case Study)
World class CSM provides an organization with a "road-map". It also provides direction regarding the strategies and tactics essential to retaining and building customer loyalty. You will learn how to:

  • Measure customer satisfaction
  • Improve product or service performance through accurate and meaningful customer feedback
  • Go beyond customer satisfaction to customer loyalt
11:45-13:00

FORUM DISCUSSIONS

  1. The differences between Customer Satisfaction and Customer Loyalty. Which drives you more money?
  2. How to develop customer loyalty program?
  3. How to maximize your CRM project's return on investment?
  4. How to exceed customer satisfaction?
  5. How to measure your customer's behavior?
13:00-14:00
 LUNCHEON
Date: 27 November 2001 (Tuesday)
Time: 9:30am to 2:00pm
Venue: Dynasty Club
SouthWest Tower, Convention Plaza, 1 Harbor Road, Wanchai, HK
Fee: HK$480
   
Organized by:
Hong Kong Customer Service Consortium
Supported by:      
Compaq Computer Ltd
eCRM Service Ltd
Help Desk 2000
Market Probe, Inc., U.S.A.