Past Events

 

  

 

CRM SENIOR EXECUTIVE FORUM
- Developing New Competitive Advantages -

Dear CRM Community,

We would like to invite you to take part in Asia Pacific Customer Service Consortium CRM Senior Executive Luncheon Forum on 9 March 2004 (Tuesday).

Mr. Harry Wong , General Manager
Dao Heng Insurance Company Limited
Topic: CRM Business Transformation in Dao Heng Insurance (Case Study)

Harry will share with us the success story at Dao Heng Insurance through the utilisation of CRM within the organisation. Learn about some of the challenges that were faced during the implementation stages and how they were overcome.

Mr. Jason Chu, Chairman
 Asia Pacific Customer Service Consortium
Topic: From Customer Complaint to Satisfaction and Innovation (Case Study)

Customer complaints can be a valuable resource for improving business processes and industry service standard. Jason will share cases, lessons learned and best practices for complaint management strategy.
Date:  9th March, 2004 (Tuesday)
Venue:  Sheraton Hotel, TST
Time:  08:30 - 11:30 (includes breakfast)
Fee:  HK$350 (non-members) HK$300 (members)

DISCUSSION QUESTIONS
  1. What is the impact of CRM on the insurance industry?
  2. What is the future direction of CRM in the insurance industry?
  3. How do we change staff attitude towards complaints?
  4. What are some of the innovations in satisfaction and complaint management?