5B-5C Meeting Room, SHICC*

8:30

Registration

8:50

Chairperson's Opening Remarks

9:00

Best Enterprise Case Study Sharing - Forte Group

Introduction of Forte Group CRM Implementation;
Characteristics of CRM in Real Estate Industry;
Problems Faced and How to Resolve;
ROI on Forte Group CRM Implementation.

Zhang Yanhui
General Manager
Forte Group

9:40

Best Enterprise Case Study Sharing - Wyeth China

Introduction of Wyeth China CRM Implementation;
Characteristics of CRM in Pharmaceuticals Industry;
Problems Faced and How to Resolve;
ROI on Wyeth China CRM Implementation.

Stephen Yang
CRM Director
Wyeth Nutrition China

Morning Coffee Break

10:40

Keynote Address - The Best Practice of Contact Center

- Avaya Asia Pacific Market Share Snapshot
- Business Value The Evolution of the Contact Center
- Best Practice #1: The Extended Contact Center (IP Contact Center)
- Best Practice #2: Creating the Customer Moment of Truth (Customer Segmentation)
- Best Practice #3: Optimizing Your Contact Center with Proactive Contact   
- Conclusion: How do I get to where I need to be?

George Mao
Senior Consultant
Avaya China

11:20

Best Enterprise Case Study Sharing - Shanghai Volkswagen

Introduction of Shanghai Volkswagen CRM Implementation;
Characteristics of CRM in Automobile Industry;
Problems Faced and How to Resolve;
ROI on Shanghai Volkswagen CRM Implementation.

Lane Liu
CRM Manager
Shanghai Volkswagen

Networking Luncheon

13:30

Best Enterprise Case Study Sharing - Air China

Introduction of Air China CRM; Implementation;
Characteristics of CRM in Airline Industry;
Problems Faced and How to Resolve;
ROI on Air China CRM Implementation.

Zhang Chunzhi
Deputy Greneral Manager, Marketing & Sales
Air China

14:10

Keynote Address - "CRM Done Right"

- Where does it Hurt? - From a corporate point view to see the Routine Aches and Strategic pain point.
- What do we need? - Is it important and urgent? Can we invest somewhere else? Do we need perfect data? What will be a bad idea?
- Calculating the cost of CRM- Give some case studies to explain the methodology to see the ROI of CRM.
- Business before Technology - What we should do versus What it can do; Is CRM an answer?  Where do we go from here?

Kevin Jiang
CRM Business Development Director
SAP China

Afternoon Coffee Break

15:10

Best Enterprise Case Study Sharing - Manulife-SinoChem Insurance

Introduction of Manulife-SinoChem CRM Implementation;
Characteristics of CRM in Insurance Industry;
Problems Faced and How to Resolve;
ROI on Manulife-SinoChem CRM Implementation.

Edmond Lee
Assistant GM
Manulife-Sinochem Life Insurance

15:50

Keynote Address - "ROI on Loyalty Programs"

- Update on loyalty programs in China

- Definition of ROI and appropriate metrics

- Case Studies: Shanghai Public Transportation Card, McDonald's, sports retail, and others

- Practical suggestions for improving the ROI of your loyalty program.

Henry Winter
CEO
Groove Street, United States
SmartClub

16:30

Best Enterprise Case Study Sharing - DHL

Introduction of DHL CRM Implementation;
Characteristics of CRM in Logistics Industry;
Problems Faced and How to Resolve;
ROI on DHL CRM Implementation.

George Dong
National CS Development Manager
DHL-Sinotrans China

17:10

End of the Day TWO

5D-5E Meeting Room, SHICC*

8:30

Registration

8:50

Chairperson's Opening Remarks

9:00

Best Enterprise Case Study Sharing - China Ping An Group

Introduction of Ping An Insurance CRM Implementation;
Characteristics of CRM in Insurance Industry;
Problems Faced and How to Resolve;
ROI on Ping An Insurance CRM Implementation.

Dobbin Chan
Call Center General Manager
China Ping An Group

9:40

Best Enterprise Case Study Sharing - Sony China

Introduction of Sony China CRM; Implementation;
Characteristics of CRM in Manufacture Industry;
Problems Faced and How to Resolve;
ROI on Sony China CRM Implementation.

Tatsuo Muranaka
Group president
Customer Communication and Services Group
Sony China

Morning Coffee Break

10:40

Keynote Address - Which industries enjoy higher ROI on CRM?

- Analyze what industries could implement CRM more effectively
- Analyze what industry could have a better ROI on CRM
- Analyze how industry could achieve a higher ROI on CRM

Alex Wong
Chinaman & CEO
800TeleServices

11:20

Best Enterprise Case Study Sharing - Bertelsmann Direct Group China

Introduction of Bertelsmann CRM; Implementation;
Characteristics of CRM in Servicing Industry;
Problems Faced and How to Resolve;
ROI on Bertelsmann CRM Implementation.

Mier Ai
COO
Bertelsmann Direct Group China

Networking Luncheon

13:30

Best Enterprise Case Study Sharing - Siemens Shanghai Mobile Communications

Introduction of Siemens CRM Implementation;
Characteristics of CRM in Telecommunication Industry;
Problems Faced and How to Resolve;
ROI on Siemens CRM Implementation.

Alfred Fahringer
Senior Vice President
Siemens Shanghai Mobile Communications, Ltd.

14:10

Keynote Address - Salesforce.com: The New Force for Success

- Benefits of the hosted CRM model

- Driving success through successful customers

- Customer Case Studies

Edmund Ang
Senior vice president and General Manager, Asia Pacific
Salesforce.com, U.S

Afternoon Coffee Break

15:10

Keynote Address - " Relationship -Building in the New Economy: How Non-profits Can Boost Your Bottom Line"

- Associations as third parties for gathering market intelligence
- Learning from competitors
- Engage customers in new ways
- Increase supplier and market options
- Enhance your triple bottom line

Paul K. Ward
Vice President for Sponsorship
CRMA, United States

 

15:50

Keynote Address - "China Call Centre Industry: The positives and negatives."

- Call centres are growing in China but how big will the industry get
- What is causing all of this growth What elements of the industry need to refined
- What do companies need to be aware of before setting up a call centre in China
- What are some of the unique challenges for call centres in China

Simon Kriss
CRM & Call Centre Expert
APCCN, Australia

16:30

Best Enterprise Case Study Sharing ?C Shanghai Starbucks

Introduction of Starbucks CRM Implementation;
Characteristics of CRM in Retailing Industry;
Problems Faced and How to Resolve;
ROI on Starbucks CRM Implementation.

Huang Lu
Marketing Manager
Shanghai Starbucks

17:10

End of the Day TWO