Agenda

9:30

Coffee & Registration

10:00

Welcome and introduction by PMP.

Session 1:

CRM STRATEGY - creating a superior customer experience

John Head, CRM Services Director, Cornwell Affiliates plc

John will take a high level look at CRM strategy and creating a superior customer experience. He will illustrate the key dimensions of customer management including customer interaction, relationship strategy and value innovation introducing the roadmap to CRM success.

Session 2:

CRM ROI

Phill Robinson, VP, International Marketing Siebel Systems Inc

With the widely held view that the software is often the smallest cost in most CRM projects, implementation and integration taking four to six times that amount, Phill explains why the recent launch of Siebel 7.0 strongly focuses on application integration and examines the case for ROI in CRM.

Session 3:

CRM AND INTEGRATION

Ron Grevink, Product Manager, EMEA and Asia Pacific WRQ

Ron is a leading proponent of integration technology, especially around the CRM market. He'll look in business terms at the integration landscape introducing terminology and an understanding of the broad CRM integration components and capabilities available today and in the near future.

LEARNING THE LESSONS - making integration work

Anand Singh, Logical Strategy

Anand will chart the experiences and lessons learned in implementing a comprehensive dealer and customer focused communication solution for a major UK industrial equipment manufacturer. He will also highlight the benefits accrued and discuss the key issues to be faced to ensure success!

12:30

Refreshments

13:30

Roundtable discussion groups will commence with the keynote speakers.