From CRM to Customer Performance Management
11 May 2011
Download the presentations:
- The Latest CRM Market Research
Cliff Mills, Research Analyst, National Computing Centre
- Customer Performance management - the way forward
Andrew Broome, Director, Axactia
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 |
|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.