Primary Venue：Pearl Room, Shanghai International Convention Center

8:30

Registration

8:50

Chairperson's Opening Remarks

9:00

Welcoming Address - How Far Away China From Global CRM Standard

Insights from "Best CRM Practice in China " & "The CRMBodyCheck"

- Customer
- Strategy
- People
- Process
- Technology

Sampson Lee
Founder
GreaterChinaCRM
China

9:40

Keynote Address - Maximizing the Profitability of Customers in Retail Financial Services through High Performance Marketing

Marketers are faced with very complex choices in many different areas. They have to determine.

- What channels they should spend their money to make it most effective
- Which customer segments to target
- What levers they should seek to move (e.g. awareness, price, and distribution)
- How best to influence purchase behavior
- Where in the customer engagement cycle they can have most influence

Naras Eechambadi
CEO
Quaero Corp.
United States

Morning Coffee Break

10:40

Keynote Address - CRM Strategies in the Manufacture Sector for maximizing ROI

- How to identify which initiatives have the greatest potential for significant ROI
- Determining realistic ROI and creating the programs and organizational buy-in to realize the full potential from your CRM initiatives
- Measuring the impact and return of the Organizations CRM efforts

Bruce Culbert
President
Cultech Executive Consulting
United States

11:20

Keynote Address - How to inspire customers to say "I do" to David's Bridal

avid's Bridal CRM efforts are more customer-centric. They have invested heavily in customer research ?C to understand their customers' needs, desires, beliefs, and motivators. Wedding apparel retailers serve customers who've managed their relationships well enough to want to make them permanent. Scott will describe how CRM is being structured to inspire customers to say "I do" to David's Bridal, earning their business to have and to hold, from this day forward.

Scott Rogers
Director
David's Bridal
United States

Networking Luncheon

13:30

Keynote Address - Processes at the Heart of CRM ROI

The bottom line of CRM, no matter it's flavor, means being and remaining one step ahead of your competitors, recognized either as a product leader, a low price supplier or admired by the way you enamor your customers. What they love and pay for is the result of the processes you use to being faster, better, cheaper or to maintain a superior service. Do not spend any dollar on a CRM initiative if you are not willing to seriously analyze and most likely modify, your existing processes. Any measures you choose to monitor your progress / effectiveness of your CRM depends on the way activities are performed and resources utilized within your processes. The session will take a look at how ROI/ROE is engraved in every one of the three levels of performance.

- The overall picture: the three levels of performance

- Your product and services are your processes

- The devil is in the details, so are your profits and ROI

Rafael Rodriguez
Founder
Focused Management
Colombia

14:10

Keynote Address - HP's Best CRM Practice

- HP CRM - Strategic Plan
- HP CRM - Implementation Method
- HP CRM - Case Studies Sharing

Wendy Bi
General Manager, FSI Consulting & Integration
Technology Service Group, China HP

Afternoon Coffee Break

15:10

Keynote Address - Developing CRM ROI for a Vertical Industry

- What are the factors that will help determine ROI in a specialized vertical?
- How can you identify the high value customer groups within your industry?
- Why can't you rely on the ROI criteria and benchmarks from one industry to the next?
- What lessons can be learned from other verticals on determining ROI?
- What are some comparative examples of success in vertical industries?

Paul Greenberg
President
The 56 Group
United States

15:50

Panel Discussion - Global Best CRM Practices
(Chairperson: Candice Ng-Chee)

Candice Ng-Chee Managing Partner MetaCore Asia Singapore	Rosemary King founding partner Quaero Corp. United States	Simon Kriss CRM & Call Centre Expert APCCN Australia
Junkyo Fujieda President CRM Association Japan Japan	Sidney Yuen Chairman HK Call Centre Association	Naras Eechambadi CEO Quaero Corp. United States

Cocktail

19:00

End of Day ONE