"crm business revolution", 23-24 august 2010, grand copthorne waterfront hotel, singapore

CONFERENCE DATE

23-24 AUGUST 2010....................................................>

POST-CONFERENCE WORKSHOPS

25 AUGUST 2010....................................................>

VENUE

GRAND COPTHORNE WATERFRONTHOTEL, SINGAPORE

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For enquiries and registration: Call (65) 6536 8676 or (65) 6536 8437 or visit us at www.abf-asia.com

BUSINESS REVOLUTIONBRINGING CUSTOMER EXPERIENCE TO THE NEXT LEVEL OF EXCELLENCE

CRM: A HOLISTIC VIEW AND CUSTOMER EXPERIENCE

ENHANCEMENT

A CRM THROUGH DIGITAL MARKETING AND SEARCH ENGINE

MARKETING

CONTACT CENTRE BEST PRACTICES WORKSHOP (UNLOCKING THE FULL

POTENTIAL OF YOUR CONTACT CENTRE)

LEVERAGING ON PREDICTIVE ANALYTICS TO POWER UP YOUR

CUSTOMER RETENTION AND RELATIONSHIP MANAGEMENT

KEY INDUSTRY PLAYERS FROM PHARMACEUTICAL, SHIPPING, RETAIL, MEDIA, FINANCIAL, UNIVERSITY, REMITTANCE, TELECOMMUNICATIONS, MARKETING ASSOCIATIONS, GOVERNMENT, CALL CENTRES AND HOTELS

IT TOOLS AND TECHNOLOGY FOR CRM STRATEGIES

CRM IN SALES FORCE AND MARKETING INITIATIVES

CRM IN CUSTOMER SERVICE AND CALL

CENTER

TRACK A TRACK B TRACK C

ORGANISED BY: OFFICIAL MEDIA PARTNERS:SUPPORTING ORGANISATIONS:

SPECIAL DISCOUNT TO MEMBERS

AG

EN

DA

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T A

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AN

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Social media and CRM Collaborative CRM in a developing

country Flexible and Scalable CRM system

Company websites CRM database management

IT TOOLS & TECHNOLOGY FOR CRM STRATEGIES

TRACK A

CRM IN SALES FORCE & MARKETING INITIATIVES

TRACK B

CRM IN CUSTOMER SERVICE AND CALL CENTER

TRACK C

Customer acquisition initiatives Romancing the customer

Avoiding churns Customer satisfaction

Branding Market segmentation

Integrated customer experience Service standards

Good customer service Contact centre leadership

Next generation voice related outsourcing


23 AUGUST 2010 DAY 1 CONFERENCE

OPENING PLENARY SESSION

Why invest on CRM? CRM architectures, technology platforms & applications, new initiatives

eCRM2 strategy CRM market updates

Strategic innovations CRM technologies and applications New CRM solution and approaches

IT TOOLS & TECHNOLOGY FOR CRM STRATEGIES

TRACK A TRACK B


TRACK C

Customer needs Customer loyalty and rewards

programmes Predictive analytics

Revenues KPI

Business process Customer retention

CRM IN SALES FORCE & MARKETING INITIATIVES

24 AUGUST 2010 DAY 2 CONFERENCE

CLOSING PLENARY SESSION

Drivers and barriers in implementing CRM Social CRM Social, technological and economic trends

WORKSHOP B A CRM THROUGH DIGITAL MARKETING

AND SEARCH ENGINE MARKETING

WORKSHOP ACRM: A HOLISTIC VIEW AND CUSTOMER EXPERIENCE

ENHANCEMENT

25 AUGUST 2010 POST-CONFERENCE WORKSHOPSMORNING WORKSHOPS (9:00AM - 12:30PM)

AFTERNOON WORKSHOPS (1:30PM - 5:00PM)

WORKSHOP DCONTACT CENTRE BEST PRACTICES WORKSHOP

Unlocking the full potential of your contact centre

WORKSHOP C LEVERAGING ON PREDICTIVE ANALYTICS TO POWER UP YOUR

CUSTOMER RETENTION AND RELATIONSHIP MANAGEMENT

BREAKUPROOM

BREAKUPROOM

MAIN CONFERENCE

ROOM

ORIOLE

NIGHTINGALE

SHARMA

EXHIBITIONBOOTHS

FLOORPLAN FOR EXHIBITORS

This high profile event provides your company with the unique opportunity to capture the interest and influence the decisions of a highly targeted audience. Capitalise on this ideal platform to market your services and form strategic relationships through networking. Sponsorship and Exhibition options include:

RESERVEDBOOTHS

SPO

NSO

RSH

IP &

EX

HIB

ITIO

N

For enquiries, call Rejoy Penacerrada

Tel: (65) 6536 8676 (Ext: 127) or Email: [email protected]

l Luncheon l Cocktail Reception l Documentation

l Table-Top Display l Promotional Materials


BRINGING CUSTOMER EXPERIENCE TO THE NEXT LEVEL OF EXCELLENCE

TRACK A (DAY 1) TRACK B (DAY 1) TRACK C (DAY 1)

IT TOOLS AND TECHNOLOGYFOR CRM STRATEGIES



Investing in a solution to meet business requirements

Guru Vishwanath, Servion Global Solutions Rob Delnoij, SAP Asia Pacific & Japan Leah Camilla R. Besa-Jimenez, Proximity

Philippines Paul Leow, AARM Asia Pacific

10:30 MORNING REFRESHMENT AND BUSINESS NETWORKING OPPORTUNITY

11:00 TOPIC TO BE ADVISED Adrian Hoon Vice President, Asia Epsilon International

11:45 DETERMINING MARKET FOR CRM, AND HOW WILL IT IMPACT VENDORS AND BUYERS

CRM market size and forecast What would be the future trends? Azhar Azib, Marketing Communications Director Microsoft Asia Pacific

12:30 NETWORKING LUNCH

23 AUGUST 2010

DAY ONE MONDAY

2:00 CHAIRPERSON OPENING REMARKS Rik van Tol Managing Partner CPR Vision Management

2:15 IDENTIFYING AND EXPLAINING ESSENTIAL, EMERGING CRM TECHNOLOGIES & APPLICATIONS

• Making use of social networking platforms to make CRM a more social event

• Making the customers move away from a confrontational approach to getting information and customer service

• Using faster and nimble development platforms to build mobile applications for portability & quick deployment across popular mobile OS in the market

• Integrating to voice applications for a single CRM launch point for customers

Guru Vishwanath, Regional Service Delivery Manager -APAC, Servion Global Solutions

3:00 DELIVERING GROWTH IN A MATURED ORG/INDUSTRY THROUGH STRATEGIC INNOVATION IN CRM

• Going beyond traditional competences • Tools to develop CRM • Choosing the best technologies • Adapting the technologies to enterprise Ranjan Deshmukh, Director Strategy & Business

Planning, Asia Pacific, Salesforce.com

3:45 AFTERNOON REFRESHMENT

4:00 HAVING AN AFFECTIVE CRM Create CRM systems that can feel and sense

the emotional needs of the interacting parties, particularly the customer. This involves both the human interface and the creation of artificial affective

systems able to emulate human-like emotional process from machines and computer systems. This is a area still fraught with concepts and possibilities. Many new generation products are already loaded with intelligence, and some have begun to exploit the realm of emotional intelligence.

Alex Har, Master Coach, Ed Whistler International

4:45 FIND A CRM SOLUTION THAT FITS! • Foundation for success (Business requirements) • Finding the right partner (Vendor selection/vetting) • CRM mission readiness (Implementation) Rik van Tol, Managing Partner CPR Vision Management

5:30 END OF DAY ONE CONFERENCE

NEW CRM SOLUTION & APPROACHES

KNOWING THE CUSTOMER NEEDS INVESTING ON A GOOD CALL CENTRE

2:00 CHAIRPERSON OPENING REMARKS Lisa Watson, Chairman, Direct Marketing

Association of Singapore and Managing Director, Ibis Intelligence Services

2:15 NEW RULES OF CRM: BUILDING MEANINGFUL AND PROFITABLE RELATIONSHIPS NOW THAT THE CUSTOMER IS IN CONTROL

• Understanding the new marketing landscape and its impact on CRM

• Asian consumer behaviour & the new rules of ROI • How digital & interactive channels changed CRM

& what this means for your business • Challenges, considerations and pitfalls in

engaging customers across multiple channels • Recent & supporting case studies from Asia Lisa Watson, Chairman, Direct Marketing


3:00 KNOWING AND UNDERSTANDING YOUR REGULAR CUSTOMERS AND THEIR NEEDS

• Decide how to clearly identify them • The importance of simple differentiation process

to get it going • Changing “people” mind-set • Understanding key success factors • Inter-departmental integration Paul Leow, Co-Founder, AARM Asia Pacific and

General Manager, Tan Chong Group Malaysia


4:00 MEMBERSHIP REWARDS POINTS PROGRAMME AS

LOYALTY TOOL • Reliability, rewards and recognition for enhanced

customer experience • Enhancing & continuing customers’ benefits

• Identifying activities and other potential profitable

segments through customers’ spend behaviour • Strategy project management & acquisition Wendy Tan, Assistant Vice President, Citibank

4:45 USING PREDICTIVE ANALYTICS TO ENHANCE CUSTOMER EXPERIENCE & LOYALTY PROGRAMMES

• Using customer behaviour to perform predictive analytics

• Using predictive analytics to differentiate loyalty programmes

• Enhancing customer experience to increase revenue Irene Boey, Consulting Director, Integral Solutions (Asia)


CUSTOMER LOYALTY & REWARDS PROGRAMMES

2:00 CHAIRPERSON OPENING REMARKS Sidney Yuen Chairman HBC & HKCCA Call Centre Awards

2:15 EVERY CONTACT CENTRE CAN BE A REVENUE GENERATOR

• Review your mission of your contact centre • How is your contact centre performing in

alignment of your strategy? • Journey to transform your contact centre • Training your agents, reengineering your

processes and revamping your KPIs • Pitfalls to avoid Sidney Yuen, Chairman HBC & HKCCA’s call centre awards

3:00 COMMUNICATION ENABLED BUSINESS PROCESSES: BREAK THE BOUNDARIES BY INTEGRATING COMMUNICATIONS INTO BUSINESS PROCESSES

This presentation will look at the future of contact centers & how the integration of communications into business processes will have an impact on efficiency

& quality of customer centric strategy of a company. Rob Delnoij, Director BCM Field Enablement SAP Asia Pacific & Japan


4:00 CUSTOMER RETENTION AT THE CALL CENTRE • Dealing with different customers in different ways • Call centre as a relationship centre • Identifying the discernible customer churn points • Deploy technology Bernard Lokasasmita, Head of Service Quality,

Operational Excellence and Business Intelligence Permata Bank

4:45 IMPROVING CALL CENTRE OPERATIONS • Managing all cross functional areas hiring/

recruitment, training, operations and support group,process improvement

• Project implementation and growth • Subcontract management • Building and maintaining client relationships • Developing and implementing action plans for

clients, vendors, and operations Rey Lopez, Director, Vendor Relations Advance Focus


8:00 REGISTRATION AND MORNING COFFEE

9:00 CHAIRPERSON’S WELCOME REMARKS Lisa Watson, Chairman, Direct Marketing


9:15 KEYNOTE ADDRESS 9:45 PANEL DISCUSSION: WHY INVEST ON CRM? CRM ARCHITECTURES,

TECHNOLOGY PLATFORMS AND APPLICATIONS, NEW INITIATIVES

Increasing positive customer experience and customer loyalty

Providing outstanding customer support to retain customers

Affordably and effectively deploying a web based CRM application

PLENARY SESSION

STRATEGIC INNOVATIONS

CALL CENTRE AS A RELATIONSHIP CENTRE

24 AUGUST 2010

DAY TWO TUESDAY

TRACK A (DAY 2) TRACK B (DAY 2) TRACK C (DAY 2)




8:30 MORNING COFFEE

8:50 OPENING REMARKS Arlette Capistrano PR & Marcom Head SuperFerry Philippines

9:00 MARKET SEGMENTATION IN INDUSTRY EXAMPLE • Definition

• Advantages and disadvantages of market segmentation

• Real industry example and sharing (Beverages, power tools)

Eka J. Budhiman, Marketing Support Manager PT Sinar Sosro Indonesia

9:30 CRM SOFTWARE SOLUTIONS THAT ENHANCE SERVICES AND CUSTOMER SATISFACTION

• Delivering a more cost-effective lead generation opportunity

• Yielding valuable customer contact information • Boosting customer retention and loyalty Paul Hourihane, Managing Partner/Owner Go Direct!

10:00 COLLABORATIVE CRM IN A DEVELOPING COUNTRY Philippines is a developing country and there are still a great

number of areas that is unreachable by the internet, we make sure that we exhaust all means to build relationships with our customers all over the Philippines and worldwide through traditional ways and technologies that are most available to them. We use a combination of communication efforts beginning with traditional media, mobile technology, internet and a good number of below the line activities for our brand to stick and start a relationship with existing and targeted customers.

Arlette Capistrano PR & Marcom Head SuperFerry Philippines

10:30 MORNING REFRESHMENT

11:00 CRM AND SOCIAL MEDIA • Technology trends for CRM and social media • Social media applications and tools for CRM • Measuring and monitoring effectiveness • Social media for CRM use cases Roland Hor, Executive Consultant Catalyst Connector

11:45 LEVERAGING ON THE ONLINE PLATFORM FOR YOUR MARKETING AND SALES STRATEGIES

• Understand the concept of online marketing and its significance to business growth

• Explore recent online marketing trends across Asia and its influence on businesses

• Discover search marketing tools: Search Engine Marketing (SEM) and Search Engine Optimisation (SEO)

• Leverage on complementary online tools like online display, web analytics, mobile marketing and email marketing

• Case studies Stanley Tay, Managing Director PurpleClick


2:00 CUSTOMER ENGAGEMENT AND RETENTION STRATEGIES

Thore Vestergaard, Head of Sales Citi Prepaid

ADVANCES & DEVELOPMENTS ON EXISTING CRM

8:30 MORNING COFFEE

8:50 OPENING REMARKS Leah Camilla R. Besa-Jimenez General Manager Proximity Philippines

9:00 360 MARKETING-CLOSING THE CUSTOMER LOOP, STRATEGIC AND INTEGRATED BRAND COMMUNICATION

• Consumer and customer opportunity • Customer ands egment value assessment + role

of the brand/portfolio • Customer/segment profiling and insight roadmap

- to exploit customer value and maximise brand value

• Integrated brand communication development - big idea and key executions/channels

• Measuring customer feedback via brand metrics Paul Loiz, Global Brand Manager, Unilever

9:30 ROMANCING THE CUSTOMER • Setting the stage – Where and how to start! • Understanding your customers & what they want • Knowledge is power – Data mining to engage

and retain the right customers • Customer segmentation and intelligence to make

better decisions to cross and up sell! • Going GREEN and drive retention – How being

green can bring the green! • Customer engagement – Understand it, achieve

it, measure it! • The email marketing ‘Playbook’ for engagement Cameron Richards, Managing Partner CPR Vision Management

10:00 CRM SALES TOOLS FOR MANAGING INBOUND AND OUTBOUND LEAD

Kittima Thongket VP - Customer Experience Management Bank of Ayudhya


11:00 CUSTOMER ENGAGEMENT IN THE DIGITAL AGE • Why ENGAGEMENT is key in building

relationship • Understanding how to ENGAGE digitally • A new model of marketing with ENGAGEMENT

at it’s core • How ENGAGEMENT delivers bottom-line results Leah Camilla R. Besa-Jimenez, General Manager Proximity Philippines

11:30 STRATEGICALLY BRAND AND POSITION YOUR COMPANY TO INCREASE MARKET PRESENCE THROUGH CRM

• Overview of successful Brand strategy implementation in CRM

• How to integrate CRM with social media • Best practices and case studies • Become the top of mind of your consumer Peter Pek, Head Brand Mercatus Malaysia

12:00 INTEGRATION OF VALUES, IDENTITY & BRANDING WITH NEW SOCIAL MEDIA

• Adoption, understanding, and implementation of social media in different business ecosystems

• Understanding the market behaviour and interaction within their marketplaces

BRANDING WITH SOCIAL MEDIA

8:30 MORNING COFFEE

8:50 OPENING REMARKS Nathan Williams Managing Director Customer Return

9:00 DELIVERING AN INTEGRATED CUSTOMER EXPERIENCE

• The engaged customer • Delivering integrated and pragmatic customer

experiences • Aligning touchpoints - The 3C model • The role of customer values • Establishing a customer oriented architecture Andrew Kiel, Managing Director The Kaiten Group

9:30 MAINTAINING SERVICE STANDARDS AND GOOD CUSTOMER SERVICE

• Know why customers buy, stay and leave, and the importance of positive customer relationships

• Learn how to proactively manage the customer lifecycle for maximum benefit

• Discover practical strategies to help generate ‘raving fans’ for your business

• Get tips on customer advocacy and customer engagement

Nathan Williams, Managing Director Customer Return

10:00 YOU WANTED TO KNOW ABOUT SOCIAL BUSINESS WEB3.0?

• Social business - Engaging the new generation consumer with SNS

• 5 keys to eBranding- Embedding your corporate values into marketing campaigns

• Open innovation relationships - Power comes from your customers and partners

• Understanding returns - Time-to-market, ROI, KPIs, and profiles of the new media

• Loyalty has a boss - Earning your creds from customer needs

Felix Lee Project Director Catalyst Connector


11:00 THE TRUE VALUE OF CRM: TRANSFORMATION OF CALL CENTRES

• The way traditional call centres operated • The reasons why CRM is a must for every

business • Customer service verses relationship

management • The benefits and future

William Rikh Director Operations – APAC CSC & TSC, Asia

Regional Operations Centre Western Union Services Philippines

11:45 CUSTOMER SERVICE, COMPLAINTS AND REMEDIES Bernie Utchenik General Manager Great Big Food


IMPROVING CALL CENTRE OPERATIONS

For enquiries and registration: Call (65) 6536 8676 or (65) 6536 8437 or visit us at www.abf-asia.comFor enquiries and registration: Call (65) 6536 8676 or (65) 6536 8437 or visit us at www.abf-asia.com

SOCIAL MEDIA AND CRM CUSTOMER ACQUISITION INITIATIVES VALUING THE CUSTOMER

2:30 YOUR CRM STRATEGY: DIRECT RESPONSE OR

DIGITAL FACILITATOR? Email is still predominantly used as a direct response

medium, but the truth is that email is a conversation, building relationships and impacting on your brand perception with every communication. How does your strategy address this?

Robert Stanley, Managing Director KatalystM

3:00 PANEL DISCUSSION: HIGH TECHNOLOGY CRM: PROBLEMS FACED AND

HOW TO RESOLVE • Enormous costs • Inadequate focus on objectives • Insufficient resources

• Failure to choose the right method of measurement and implement

• Letting the technology drive their CRM functionality

• inability to provide quick returns on investment Eka J. Budhiman, Marketing Support Manager PT Sinar Sosro Indonesia

Stanley Tay, Managing Director Purpleclick

Thore Vestergaard, Head of Sales Citi Prepaid


• Creating presence • Humanising the brand & defining the experience

Pamela Wildheart Pilapil Managing Consultant, Media and Marketing Wildheart Inc. (A division of Finecol Pte Ltd)


2:00 ENHANCING CUSTOMER ENGAGEMENT WITH CONTENT RELEVANCE

• eMarketing content relevance and process • Using data to manage relevant and effective

dialogue • Using personalisation to improve conversion • Effective dialogue marketing techniques Tim Webb, Managing Director, Sequebb

2:30 TRANSFORMING VOICE OF CUSTOMER INTO REVENUE

• How important is the Voice of Customer • How to identify VOC? • How to transform VOC into revenue for your

organisation? • How to utilise existing resources to become cash

inflow

• Are we ready to become SBU? Dino Purwana, VP CRM, Bakrie Telecom Indonesia

3:00 PANEL DISCUSSION: IS CUSTOMER ALWAYS RIGHT? • How to satisfy your customer • Limitations of customer service • How to avoid churns • Keeping your customers loyal Peter Pek, Head, Brand Mercatus Malaysia

Wendy Tan, Assistant Vice President, Citibank Tim Webb, Managing Director, Sequebb

Dino Purwana, VP CRM, Bakrie Telecom Indonesia


2:00 BREAKTHROUGH RESULTS AND TURNAROUND BUSINESS ENVIRONMENTS IN CALL CENTRES

Peter Froitzheim Managing Client Partner Verizon Business

2:30 PROMOTING CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN CONTACT CENTRES

• Target for achievement • Empower agents and focus on business

outcomes • Extract greater value from your customer calls • Re-examine the key performance metrics • Make better use of external experts Julie McConnell Manager - National Parks Call Centre NSW National Parks and Wildlife Australia

3:00 PANEL DISCUSSION: DELIVERING A GREAT CUSTOMER EXPERIENCE

AND BUSINESS EFFICIENCY WITHIN THE CONTACT CENTRE

• Delivering the “wow” service • Exceptional service without exception • Delivering memorable service • Measurement of service quality and feedback Nathan Williams, Managing Director Customer Return

William Rikh Director Operations – APAC CSC & TSC, Asia

Regional Operations Centre Western Union Services Philippines

Peter Froitzheim, Managing Client Partner Verizon Business

Rey Lopez, Director, Vendor Relations Advance Focus

Yew Choon Ngok Contact Center Training & Competence Manager Sony Ericsson Mobile Communications


TRACK A (DAY 2 - CONTINUED) TRACK B (DAY 2 - CONTINUED) TRACK C (DAY 2 - CONTINUED)





PLENARY SESSION

4:00 DRIVERS AND BARRIERS IN IMPLEMENTING CRM • Need for change management approach • The training/versioning approach • Monitoring and driving CRM utilisation Allan Marx Ancheta Director of Sales Operations, Business Intelligence & Development, Integration Lead Merck Sharp & Dohme Philippines

4:30 CRM IN INTEGRATED MARKETING EFFORTS - HEADS OR TAILS? Sharn Bedi DDB Health Singapore & SEA Managing Director

5:00 PANEL DISCUSSION: WHAT IS NEXT GENERATION OF CRM? • Architectures, technologies and applications that undergo major changes • Emerging approaches (Web services, composite applications, business process

management and master data management) • Advanced analytics • Social, technological and economic trends William Rikh, Director Operations – APAC CSC & TSC, Asia Regional Operations

Centre, Western Union Services Philippines

Felix Lee, Project Director, Catalyst Connector

Andrew Kiel, Managing Director, The Kaiten Group

Allan Marx Ancheta, Director of Sales Operations, Business Intelligence & Development, Integration Lead, Merck Sharp & Dohme Philippines

5:30 END OF CONFERENCE

CALL CENTRE TECHNOLOGY UPDATES

UNRIVALLED NETWORKING OPPORTUNITIES YOU CANNOT MISS!

For enquiries and registration: Call (65) 6536 8676 or (65) 6536 8437 or visit us at www.abf-asia.comFor enquiries and registration: Call (65) 6536 8676 or (65) 6536 8437 or visit us at www.abf-asia.com

SEPARATELY BOOKABLE! POST-CONFERENCE WORKSHOPS

MORNING WORKSHOPS (9:00AM - 12:30PM) AFTERNOON WORKSHOPS (1:30PM - 5:00PM )

WORKSHOP A WORKSHOP B WORKSHOP C WORKSHOP D“CRM: A HOLISTIC

VIEW AND CUSTOMER EXPERIENCE

ENHANCEMENT”By Dr. Sharon Fong, Director

Blue-dge

“LEARN HOW TO INCREASE SALES WITH SEARCH MARKETING”

By Stanley Tay, Managing DirectorPurpleClick

“LEVERAGING ON PREDICTIVE ANALYTICS

TO POWER UP YOUR CUSTOMER RETENTION

AND RELATIONSHIP MANAGEMENT”

By Irene Boey, Consulting DirectorIntegral Solutions (Asia)

“CONTACT CENTRE BEST PRACTICES WORKSHOP

Unlocking the full potential of your contact centre”

By Peter Gossler, Executive DirectorContact Centre Association Singapore

Review your contact center operations and develop a customised customer relationship programme that delivers maximum value. This session will provide contact centre professionals with the essential skills and knowledge necessary in dealing with changes in the contact centre environment.

• Generate higher levels of customer satisfaction and loyalty

• Focus on KPI, setting performance objectives

• Increasing performance accuracy

• Developing staffing plans to improve employee efficiency

Successful customer relationship management implementation is crucial to a firm’s competitive advantage.

Yet, studies have revealed that most CRM implementations fail. This is because these companies do not implement CRM holistically. Successful CRM implementations will bring about enhanced levels of customer experience, with improved customer loyalty and higher retention rates as a consequence. This workshop addresses some key issues pertaining to holistic CRM implementation.

Workshop topics:

• Measures of effective CRM implementation

• Retention rates not always the best measures

• Key components of holistic CRM implementation

• The make-up of great customer experience

• A practical customer experience implementation framework

• Customer insights: A crucial part of the framework

This session aims to provide a unique and accessible platform to all businesses through the use of Search Marketing - a customised and performance-driven online advertising tool.

• What is Search Marketing?

• Understanding the differences between Search Engine Marketing (SEM) and Search Engine Optimisation (SEO)

• Leverage on SEM and SEO as part of an integrated marketing campaign

• Track and measure marketing ROI for SEM

• Reference case studies

This session will discuss how to:

• Differentiate and understand customers

• Develop targeted offers

• Execute campaigns in real-time

• Match a specific offer to a specific individual

• Monitor campaign results

WORKSHOP OUTLINES AND OBJECTIVES




ABOUT YOUR WORKSHOP LEADER:




Having acquired several years of management experience from various industries, Irene Boey

joined Integral Solutions (Asia) Pte Ltd in 1994. She has more than 15 years of business and marketing experience in consumer, electronics and IT industries. As the Consulting Director of Integral Solutions, Irene is responsible for leading Integral’s data mining, data analytics and CRM business Asia wide. Her responsibilities include solving customer’s business problem by simplifying advanced technology to address business users’ needs. Due to her decade of practical experience in managing businesses, she is able to understand the real needs of business users. As a result, she has led and implemented the most number of successful data mining and CRM projects in many different industries like banking and finance, Telco, retail and wholesale, government and manufacturing. Irene was able to help businesses discover precious knowledge from the data collected.

Dr. Sharon Fong is an author, thought-leader, and a practitioner of marketing-oriented customer

insights. Dr. Fong had co-authored the book ‘Maximising Profits: The Customer Centric Approach’ published by Prentice Hall in 2005. Her experiences and expertise spans the fields of customer research, advanced analytical techniques and methodologies, marketing, measurement of customer satisfaction and customer experience for customer loyalty building and sustainable growth. Dr. Fong obtained her Ph.D. (in field of customer satisfaction and value delivery) from the University of Western Australia, a Master of Management Research degree from the University of Western Australia, a Master of Business Administration degree from the University of Strathclyde, a Bachelor of Science degree from the National University of Singapore, and a Graduate Diploma in Marketing from the Marketing Institute of Singapore. She had also taught in bachelor programmes of prestigious universities including the University of London and Royal Melbourne Institute of Technology.

Peter Gossler is a seasoned contact centre Manager with 10 years experience in running

inbound technical support and customer service contact centres. He has been recognised by many of his former colleagues for his ability to build an engaged workforce using coaching for performance, and he is known for his creative ideas as well as analytical skills which result in maximising customer satisfaction and ROI. In 2005 the contact centre he managed was the first in the Southern Hemisphere to achieve COPC certification. Before he joined the Contact Centre Association of Singapore in the capacity of Executive Director he managed outsourced contact centres of up to 440 seats in Australia and Malaysia. The outsourced support centres he managed on behalf of Microsoft were rewarded by a price for outstanding Customer Service performance and value from Microsoft in Redmond.Peter‘s background is in hard- and software development, and he graduated in Germany from the University of Wiesbaden with a double degree in IT Design and Communications Electronic.

A certified Public Accountant and honours graduate from Nanyang Technological University ‘s school

of Accountancy, Stanley Tay was previously engaged with PricewaterhouseCoopers and Credit Suisse before he joined PurpleClick in 2007. He was promoted Business Manager to Head of Strategy and Business Development in 2008; General Manager in 2009 , and now a Managing Director of PurpleClick in 2010. He has previously worked with clients such as Citibank, CPF and Fundsupermart.

25 AUGUST 2010, WEDNESDAY

CRM 2010 BUSINESS REVOLUTION is 3-day CRM conference that will help you bring customer experience to the next

level of excellence. This is the largest and most influential gathering of CRM experts in the Asia Pacific. Featuring best

practices, case studies and speaking sessions from the nation’s top practitioners, you will emerge from this event with

applicable strategies and solutions to take back to your organisation and implement immediately.

CRM BUSINESS REVOLUTION EMPOWER CUSTOMER EXPERIENCE, ACHIEVE BUSINESS SUCCESS

CONFIRM YOUR SEATS NOW! REGISTER EARLY TO ENJOY SUPER EARLY BIRD SAVINGS

& GROUP DISCOUNTS. SIGN UP TODAY FOR THIS EVENT OF THE YEAR!

CALL (65) 6536 8676 OR (65) 65368437 OR FAX (65) 6536 4356 OR EMAIL: [email protected]

WHY ATTEND CRM 2010 BUSINESS REVOLUTION CONFERENCE?


FMCG TELECOMS IT FINANCIAL SERVICES HOSPITALITY

TRAVEL & TOURISM B2B RETAIL SPORTS/GAMING E-COMMERCE AIRLINES AUTOMOBILES

WHO SHOULD ATTEND?

HEAD, SENIOR & MIDDLE MANAGEMENT/

EXECUTIVES OF:

CRM CUSTOMER ACQUISITION & RETENTION LOYALTY

PROGRAMME SERVICE QUALITY ASSURANCE CUSTOMER

EXPERIENCE PROMOTION BUSINESS DEVELOPMENT

SALES & MARKETING MARKETING COMMUNICATIONS

FROM:

ACROSS ALL INDUSTRIES INCLUDING:

International Gurus:Coming from the Australia, Malaysia, Philippines, Hong

Kong, Singapore, and Indonesia, you will be able to learn from the best CRM speakers, to

share their leading edge CRM insights and successful cases in

international markets.

CRM Practices:Industry sectors of shipping, retailing, pharmaceuticals,

service, banking, telecommunications, etc. will present their award winning

cases to all attendants - a great chance to network with business

colleagues.

CRM Technology:Technology and solution vendors will be joining the Forum to give on updates on the next wave of CRM tool that is perfect for your

business.

CRM Solutions:There are 3 tracks to choose from to satisfy your business

needs: Get CRM leaders, CRM process, CRM technology mix

right!

CRM Processes:With 40+ business focused-sessions and four different

workshops to choose from, you will be able to get exclusive tips and advices in innovating and

strengthening your CRM system.

REGISTRATION FORM

g Yes! Please register the following delegate(s) for this Event (Please photocopy for more delegates)

Please tick (4) your choice session(s)

n 2-Day Conference Only

n 2-Day Conference + 1-Day Post-Conference Workshops Tick your choice of 2 Workshop Sessions

g A g B g C g D

n 1-Day Workshop Only Tick your choice of 2 Workshop Sessions

g A g B g C g D

g I am unable to attend but please put me on your mailing list

g I am interested in Sponsorship/Exhibition Opportunities

I wish to claim special discount as a member of

g IPMA or g MIS or g ICCA or g CCIA or g HKDMA

Membership no._________________________________(please fax us your membership card)

Name:(Dr/Mr/Mrs/Ms):__________________________________________

Job Title:___________________________Department:_________________

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Approving Manager:_____________________________________________


Email:_________________________________________________________

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Booking Contact:________________________________________________

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CONFERENCE VENUE AND ACCOMMODATION INFORMATIONGrand Copthorne Waterfront Hotel, Singapore392 Havelock Road, SingaporeTel: (65) 6733 0880 Fax: (65) 6737 8880Website: www.grandcopthorne.com.sg

Attn: Room Reservation Department

For reservations, please make your bookings directly with the hotel. To enjoy the special room rates, please quote Asia Business Forum’s “CRM BUSINESS REVOLUTION”. Hotel bills are to be settled by delegates directly with the hotel. Hotel reservations and travel arrangements are the responsibilities of the registrant. Please note that hotel rooms are available on a first-come-first-served basis.

INCORRECT MAILING INFORMATIONIt is possible that you may receive multiple mailings of this event or incorrect company details on the labels, for which we apologise. If this happens, please let us know so that we can update our database immediately. If you do not wish to have your name on our mailing list, please let us know and we will remove it from our listing.

CRM BUSINESS REVOLUTION CONFERENCE (23-24 AUGUST 2010) & 1-DAY POST-CONFERENCE WORKSHOPS (25 AUGUST 2010)

Grand Copthorne Waterfront Hotel, Singapore

FOR OFFICIAL USE

Copyright @ May 2010

FEE RECEIVED ADMISSION FORM SENT 2026S/RP/SZ/SL

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Telephone: (65) 6536 8676 or (65) 6536 8437

Fax: complete and send this registration form to: (65) 6536 4356

Mail: this completed form together with payment to: Asia Business Forum (Singapore) Pte Ltd 3 Raffles Place #08-01 Singapore 048617

Email: [email protected]

WEB: http://www.abf-asia.com

Your investment for attending this Conference is:

Note: *GST is only applicable to Delegates from Singapore.The fee includes lunch, refreshments and conference documentation.

Group Discount: Enjoy a group discount of 10% for 3 or more delegates registered

at the same time from the same organisation and of the same billing source.

METHODS OF PAYMENT

g Please cross cheque or bank draft made payable to ASIA BUSINESS

FORUM (Singapore) PTE LTD and mail your payment together with this

registration to 3 Raffles Place, #08-01, Singapore 048617. Enclosed is

our cheque/draft for S$________________________________________

g Overseas delegates may pay by telegraphic transfer into the account

of Asia Business Forum (Singapore) Pte Ltd which is: Account No.

147-070312-001, The Hongkong and Shanghai Banking Corporation

Limited, 21 Collyer Quay, #01-01 HSBC Building, Singapore 049320.

Please quote our reference no. 2026S and your Company’s name in your

payment instructions.

g Payment by credit card: To make payment by credit card, please call our

customer service hotline at (65) 6536 4356

Important Notice: Payments are required with registration and must be received prior to the

Conference to guarantee your place. Walk-in delegates will only be admitted on the basis of

space availability at the Conference and with immediate full payment.

CANCELLATIONS AND TRANSFERS

If you are unable to attend, a substitute delegate is welcomed at no extra charge. Please provide the name and the title of the substitute delegate at least 2 working days prior to the Conference. A refund less S$300 administration charge will be made for cancellation received in writing on or before 3 August 2010. Regrettably, no refund can be made for cancellation received after this date. A complete set of documentation will however be sent to you.

The organiser reserves the right to make any amendments and/or changes to the programme, venue, speaker replacements and/or topics if warranted by circumstances beyond its control.

Regular FeeEarly Bird Fee

(If Payment & registration are received by 23 July 2010)

2-Day Conference Only

2-Day Conference + 1-Day Workshop

1-Day Workshop Only

S$2,395 + 7% GST* S$2,595 + 7% GST* S$2,795 + 7% GST*

S$3,590 + 7% GST* S$3,890 + 7% GST* S$4,090 + 7% GST*

S$1,395 + 7% GST* S$1,495 + 7% GST* S$1,495 + 7% GST*

Super Early Bird Fee(If Payment & registration

are received by 23 June 2010)

5 EASY WAYS TO REGISTER

"crm business revolution", 23-24 august 2010, grand copthorne waterfront hotel, singapore

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