|
8:30
|
Registration |
8:40 |
Chairperson's opening remarks |
| Opening
Keynote Address: |
|
CRM
Success Beyond Software
Findings
on Best CRM Practice In China 2003 at 17
industries
-
Strategy
-
People
-
Process
-
Technology
-
Customer
Sampson Lee
Founder
GreaterChinaCRM, China |
| A
European Perspective: |
|
CRM Enabling Concepts
Five
practical ways to improve your ROI. Each one
illustrated with a case
- Customer Interviews
- Model Projects
- Middle Management Support
- Benign Neglect of low potentials
- Customer
Teams
Jay Curry
Chairman
Customer Marketing Institute, The
Netherlands |
|
Morning coffee |
| An
American Perspective: |
|
Optimising CRM Business
Models In China - The Management & Technology
Imperatives
As
interest in CRM in China continues to gain
momentum, Carlos Chou will draw on Siebel
Systems' 4,000 customers worldwide to detail
how today's market leaders are increasing
revenue, improving customer satisfaction
and reducing operating costs - and the best
practices that are appropriate for Chinese
enterprises.
- The
China market dynamics driving 'customer
intimacy' as a strategic and necessary competitive
differentiator
- How
to build an effective CRM strategy in China
- management considerations necessary to
advance a customer-focused enterprise
- How
to align business strategy with technology
requirements
- The
metrics that matter - how to maximise return
on investment and achieve CRM Best Practice
Carlos Chou
President, Asia Pacific Sales
Siebel Systems, Inc. United States
|
| A
Chinese Perspective: |
|
|
The
Strategic Planning and Practices of CRM
David Wang
General Manager
HP Services, China |
|
Networking Luncheon |
|
| An
American Perspective: |
|
|
CRM
Best Practices: Collaborative Relationships
Drive ROI
- How
global competitive strategies are driving
CRM investments
- The
new "4 P's" that shape customer
relationships
- The
main reasons why CRM projects succeed and
fail
- Four
key drivers of CRM return on investment
- How
industry leaders are using collaborative "demand
chains"
Bob Thompson
Founder
CRMGuru.com, United States |
| An
American Perspective: |
|
CRM
Best Practices: Collaborative Relationships
Drive ROI
Hear
how over 8,400 customers and 120,000 users
worldwide have achieved CRM success using
the salesforce.com solution. Salesforce.com's
low risk, low investment, and high return
model is an ideal approach for the rapidly
growing China CRM market. By allowing companies
to better manage their businesses and not
burdensome technology, salesforce.com absorbs
the complexity and shares the risk of deploying
a world-class CRM application for a fraction
of the cost of conventional systems.
Tien Tzuo
Chief Marketing Officer
Salesforce.com,
United States
|
|
Afternoon coffee |
|
|
Building Relationships
in Asia with Wireless Applications
- Creating
loyalty using RFID: Singapore's National Library
- Saves
customers 10 million hours
- Changing
relationships wirelessly
- Part
of the local culture
- 3 Billion
Mobile Calls Greet the Year of the Monkey
- Harnessing
social networks
- The
lifecycle as a path to profitability
- Future
Wireless Relationships in Asia
Mei Lin Fung
CEO
MLF Associates Inc,United States |
| An
American Perspective: |
|
CRM from Data to Process,
from Horizontal to Vertical: CRM Strategy
in the 21st Century
Learn
how to develop a process driven CRM strategy
including:
-The
integration of the demand and supply chains
into a single value chain
-The need
for managed culture change as part of a customer-focused
business
-Why CRM
is a program and not a project
-The
practical steps to develop a "whole-brained"
approach to CRM
Paul Greenberg
Author
CRM at The Light of Speed,United States |
| 17:00 |
Cocktail Reception-Best
CRM Practice in China 2003 |
17:30 |
Award Presentation-Best CRM
Practice in China 2003 |
18:45 |
the first day ended
|
|
The
Organizer reserves the right to amend the
agenda, as deemed necessary, without prior
notice! |
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