Morning |
8:50 |
Registration |
9:00 |
Chairman's opening remarks |
| Opening
Keynote Address |
|
CRM: launch a brand-new business
trip ¡ª¡ªCRM practice of China
Southern Airlines (CSN)
-
CRM: perceived by the civil aviation industry & practised
in CSN
-
Analysis of CSN's strategies
-
The future of CRM in the civil aviation industry
Guohui Qin
Vice President of Passenger
China Southern Airlines, China |
| A
European Perspective: CRM Methodology |
|
Understanding your customers
90% of revenues next year will come from last
year¡¯s customers. Some customers can be enticed to do
even more business with you next year if you increase
your ¡°share of the customer¡±. However, this will happen
only if you really understand them.
-
How to segment your customers
-
How to know your customers, increase satisfaction, and
make more sales
-
How to increase customer focus inside your company, from
boardroom to mailroom
Case
study of an IT company
Jay Curry
Chairman
Customer Marketing Institute, The Netherlands |
|
Morning coffee |
| An
American Perspective: ASP |
|
Success. Not Software: Immediate
ROI with CRM as a Web Service
Learn how Customer Relationship Management (CRM) can
successfully redefine your business processes to be
more customer-centric. This presentation will explain
how you can experience rapid Return on Investment in
salesforce automation, customer service and support,
and marketing automation for your business. The world's
fastest growing CRM company will explain how over thousands
of companies worldwide are successfully leveraging CRM
as a web service to increase profitability and reduce
costs. Data security, language localization issues and
customer examples will also be discussed.
Case
study of a manufacturing company
Tien Tzuo
VP of Product Management
Salesforce.com, United States |
| A
Chinese Perspective: CRM in the IT Industry |
|
Adapting CRM & IT applications
to China enterprises
-
Technology-based management change
-
The 3-tier CRM System
-
The future of innovative management & CRM
-
Rules of the CRM industry in China
-
The application of CRM in the IT industry
Jeffrey Wang
IT Specialist
Headquarter Of Industrial and Commercial Bank
of China, China |
|
Networking Luncheon |
Afternoon |
| A
Chinese Perspective: Call Center |
|
Standardization of the management
of the Chinese CRM Call Center & the future development
of the third party service market
-
Current status and problems
-
Standardization of management
-
The future development of the third party service market
Case
study of a telecommunications company
James Zhao
Vice-Chairman
The Committee of
Call Center Occupation, Ministry of Information Industry,
China |
| An
American Perspective: PRM |
|
Collaborative relationships:
The future is now
CRM isn't something to do to your customers; it's what
you should do with your customers. Loyal and profitable
relationships are built on delivering higher customer
value, not better ¡°management.¡±
-
The four key drivers of successful CRM projects CRM
-
The evolution of CRM technology to include partners
(PRM)
-
Examples of effective internal and external collaboration
-
The role of advanced "collaborative e-business"
systems
-
Why Web Services is the most important technology trend
Case
study of a telecommunications company
Bob Thompson
Founder
CRMGuru.com, United States
|
|
Afternoon coffee |
A
Chinese Perspective: CEO the Priority
|
|
Planning for the CRM transformation
in Chinese enterprises
-
The challenge of changing from a product-driven to a customer
driven enterprise
-
Recognizing available opportunities and prioritizing actionable
steps
-
Develop a CRM roadmap
Case
study of a manufacturing company
David Yuan
Management Consulting Director
China Hewlett-Packard, China |
| Case
Study: CRM Implementation in an Internet Corporation |
|
The CRM journey of Sina.com
-
Rationale behind the CRM implementation CRM
-
CRM strategies CRM
-
Obstacles & lessons learned
-
Keys to success
Yan Zhong
Director, Customer Service
Sina.com, China |
| Panel
Discussion: East Meets West |
4:20 |
| Keys to CRM success: on the IT / telecommunications
industries |
|
Moderator:
Sampson
Lee
Founder
GreaterChinaCRM,
China
Panelists :
Jay
Curry
Chairman
Customer
Marketing Institute, The Netherlands
Bob
Thompson
Founder
CRMGuru.com,
United States
Guo
Chendong
Executive
Director
CTIForum.com,
China
Joshua
Zhang
Group
Leader, Technology
Ion
Global, China
Dennis
Xu
Director
& CEO
TurboCRM,
China |
|
5:00 |
Chairman¡¯s closing remarks |
5:10 |
Close of forum |
The
Organizer reserves the right to amend the agenda, as
deemed necessary, without prior notice£¡ |
