Coffee & Registration

Welcome and Introduction by PMP

Session 1:

The Customer's View of the Relationship

Dr Moira Clark, Director of CRM Research Forum, Cranfield School of Management

Dr Clark will examine the only source of competitive advantage that ultimately cannot be copied - the quality and history of your customer relationships. She asks, "On whose terms is your CRM strategy based?"

Session 2:

CRM Business Scenario: Cosmetic Surgery or Heart Bypass

Edmund Thompson, VP, Research Director, GartnerGroup

The majority of enterprises claim to be 'doing' CRM today. In reality most CRM strategies are a series of unrelated projects which focus only on benefits for the supplier. The result is that there is little or no benefit to the customer. Edmund will examine the components of a successful CRM strategy.

Session 3:

The Top Ten Do's and Don'ts of a CRM Implementation

Nick Davey, CRM Practice Manager, Morse

CRM is implemented with high expectations yet results are often surprisingly disappointing. Why is this? With experience from a user, consultant and academic perspective, Nick will advise on the key aspects to help ensure your CRM implementation is a successful one.

Session 4:

Case Study

Vanessa O'Brien, Sales and Marketing Director, Response Handling

Vanessa will use case studies, including AON Insurance, the Daily Record and Sunday Mail to illustrate the real life business benefits achieved through an effective and successful CRM strategy provided via Response Handling's CRM and web-enabled outsource contact centre.

The sessions will be followed by light refreshments with the opportunity to see Coranta's Profile™ CRM solution demonstrated.