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From CRM to Customer Performance Management

11 May 2011

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To truly embrace the vision of customer focus is a major undertaking. Putting customer applications at the heart of your IT environment will provide a catalyst towards true enterprise customer management and help in achieving the focus all organisations need to strive for.

How your employees interact with customers through the use of CRM systems is also becoming more important as customers’ expectations of what you know about them grows.

So what is the latest expert thinking in today’s environment of legacy systems and rapid change?

This event will explore:

  • The latest market research from the NCC
  • Placing CRM in the core of your IT environment
  • The Customer Experience Framework
  • Systems to achieve Customer Advocacy
  • Understanding NPS
  • The "surround approach" vs the "layer over the top"
  • The enterprise Customer Management platform

This interactive networking forum is suitable for anyone looking to improve their organisation’s customer experience and advocacy.

Venue: Swissôtel The Howard, London

Temple Place, London, WC2R 2PR


9.30am Registration and Coffee
10.00am Welcome and Introduction
  Stephen Fox
Director, National Computing Centre
  The Latest CRM Market Research
  Cliff Mills
Research Analyst, National Computing Centre
  Cliff shares the findings from peer research conducted immediately prior to this event and uncovers current thinking and future plans.
  Customer Performance management - the way forward
  Andrew Broome
Director, Axactia
  Andrew is an independent specialist in the area of customer advocacy and a frequent writer for Conspectus and the Evaluation Centre. The session draws on over 10 years of experience advising organisations in this field.
12.30pm Close - Networking Lunch with your peers and our experts.

Places for this event are limited so book your place straight away.

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