Today’s converged telecoms market is an increasingly challenging environment for operators featuring greater diversity than ever before in services and customer behaviour. Moreover with an ever-growing number of players in the market, it is easy for users to switch from one operator to another.

 

Do you know your customers and their needs?

 

Building on the enormous success of our last year event with more than 80 participants this “4th Annual Strategic CRM in Telecoms” conference will be discussing latest CRM strategies in telecoms. During these three HIGHLY INTERACTIVE days you will be able to share insights and experiences, be part of interactive sessions and examine best CRM practices.

 

Pre-Conference workshop (7th October 2008)
"Linking Positive Customer Experience with Customer Performance"

This one day masterclass will enable you to touch a dimension which is significantly impacting customer behaviour and lifecycle and that has been carelessly considered up to now - the customer experience of your brand, services and universe. You will discover the basic drivers of customer experience illustrated by successful experiences and examine the way they impact customer performances. This intensive and interactive workshop format will enable participants to define an appropriate and realistic framework for Customer Experience Management contributing to customer performance practices.

 

Workshop Guidelines:

• Examining the key differences between Customer Experience and Performance
• Defining CEM, and the basic drivers of customer experience
• Implementing a successful customer experience strategy: tools and processes – the increasing role of customer intelligence
• Customer experience data gathering and management guidelines
• Moving towards customer niches and needs identification
• Using the customer experience to differentiate product and service offerings
• Changing the organization culture to deliver the customer experience
• Implementing customer-focused marketing strategies to launch retention, loyalty, up/cross-sell initiatives

 

Meet the workshop Leader:

Gregoire Pauty, COO & Co-founder, Squid Solutions
After having studied International business and Strategic management in High-Tech environments in France and at Abo Akademi/Institute for Advanced Management Systems Research (Finland), Gregoire has been a Project Manager for a Canadian NGO in Ottawa and then Head of consulting in a communication agency in Montreal. He joined SLP InfoWare in early 2000 as P-CRM Training Manager. He was in charge of predictive CRM training for telcos and partners. Moreover he was supervising the implemented CRM processes and methodologies while managing presales division. Afterwards he joined the „Telecoms Solutions & Applications" team (BU telecom) at Gemplus as Solution Marketing Manager where he was in charge of product marketing as well as business solutions deployment. He was also responsible for the Customers Support Program for the Predictive CRM customers of the company. In 2004 Gregoire co-founded Squid Solutions - entirely dedicated to telecom operators. Squidsolutions is providing Customer Intelligence to its clients, by making their customer data as accessible and comprehensible as possible. Squidsolutions is made of experts in Marketing engineering and related practices.

 

 

• Vice President CRM Business Enabling, T-Mobile International
• Head of Customer Loyalty Management, mobilkom austria
• Manager Customer Intelligence, KPN
• Head of CRM Division, MTS
• General Manager, Postpay Customer Service, O2
• Manager CRM, Sunrise Communications
• Customer Strategy Expert, CS Department, PTC Era

Expert Advisory Board:

• Customer Experience Futurologist, BT
• Head of Customer Management, EMAPA, Vodafone

 

 

 

• Explore how T-Mobile International has managed to ensure IT support in order to build effective CRM
• Transform CRM from a cost centre to a profit centre as Vodafone did
• Discover MTS approach in churn prediction models and efficiency measuring
• Learn how KPN shifted from a product-oriented approach to a customer-oriented
• Find out how Sunrise Communications has reduced churn with a convergent service offer
• Embrace the multi channel opportunity with BT

 

 

Target companies:

Fixed and Mobile operators, MVNO’s, ISPs

 

Departments and job titles:

Vice presidents, Heads, Directors and Senior Managers – CRM, Customer Care, Customer Service, Customer Experience, Consumer Loyalty, Customer Retention, Marketing, Marketing Strategy, Business Intelligence, Data Warehousing, Database Marketing and many more