Lecture Super enthusiastic customers with CRM
22 April 2008
Location Aluminium Centrum, Houten
Speakers
Andre Hagelen (Search & Results)
Pieter van Osch (The Customer Experience Factory)
Milko Steenmeijer (On-Sales)
On 22 April, the more than 45 participants were welcomed at the 'Aluminium Centre' with a sandwich meal. After the meal and networking, the meeting started with an introduction of the evening and the speakers by Marc Jonkman, chairman of the CI section.
Andre Hagelen, director of Search & Results and first speaker, made an interactive presentation. The audience was challenged to double turnover and respond to previous statements.
The second speaker, Pieter van Osch, director of The Customer Experience Factory, began with a 'scientific' study that demonstrated the effect of brand awareness. The use of chocolates in this example was enthusiastically received by the audience.
After the break, Milko Steenmeijer, director of On-Sales, zoomed in further on the management, analysis and management of data with the aim of profitable customers and better prospects. Innovation and intelligence are indispensable concepts here.
Download presentation Search & Results
Download presentation The Customer Experience Factory
Download presentation On-Sales
Description
17:00
Reception/registration/bread meal/opportunity to network
18:00
Opening: Introduction of the topic and speakers
By: Andre Hagelen, director of Search & Results
'I have a dream'
Every leader needs a dream. It is the basis for vision, strategy and the development of a business plan with concrete actions.
In this session, you will be challenged to double your turnover. By daring to dream again. And translating that dream into a concrete plan of action.
Meaningful? Definitely! After all, turnover growth starts with a decision....
18:20
'Satisfied customers don't matter!'
'Customer satisfaction from a 7 to a 9+'
By: Pieter van Osch, director of The Customer Experience Factory
In the current times, it is absolutely necessary to be distinctive by making a difference. Satisfied customers no longer matter and they are more likely to walk away than ever. Super-enthusiastic customers do make a difference! In this presentation, Pieter van Osch uses his 16 years of experience with hundreds of organisations to show how customers view your organisation, what effect this has on your profit/loss account and, above all, how you can influence this positively! If your customer satisfaction average is 7.2 and you think that is enough, you will discover the reality in this presentation.
18:40
'CRM Strategy and Implementation'
By: Flip Jonasse, director of Adviesbureau Commerciële Informatiesystemen
Every company that really takes its customers seriously has a CRM strategy with clear objectives. As a prerequisite for achieving these objectives, a supportive CRM system is necessary, but certainly not a guarantee of success. This is evident from the high percentage of CRM projects that fail. From experience, Flip Jonasse talks about why CRM projects often fail. Naturally, you will also get answers to the question of what you should do to maximise the chance of success of a CRM implementation.
19:00
Coffee break
19:30
'Better prospects and profitable customers'
By: Milko Steenmeijer, director of On-Sales
The value of an organisation is determined by its customers and future customers. How a company handles the data of (future) customers largely determines the success of supplier-customer communication. Yet structuring and managing a high-quality customer database is an area of expertise that is indispensable and often complex within a successful CRM process. Innovation and intelligence around database management and database management are not standing still, and Milko Steenmeijer will talk in particular about techniques and methodologies that proactively help to realise more revenue from existing customers and determine where the acquisition opportunity is greatest.
19:50
Discussion with the speakers
20:25
Closing
20:30
End
Speaker(s)
"CRM" Customer Relationship Management is a common term when it comes to increasing your profitability and customer satisfaction. Interestingly, in similar companies with similar processes, CRM pays off much more in one company than in another. Often, this has to do with the extent to which your CRM system enjoys support among its users.
Those companies that have implemented CRM as part of their business strategy, where it is important for sales staff to have good tools to do their job and where the focus is on continuously improving customer processes, are the most successful.
Come to our CRM Event on 22 April next and experience what CRM can do for your company to increase customer satisfaction, how to implement successfully, and learn about the importance of good data quality for CRM success
Location
Aluminium Centre, Voorveste 2 , Houten
Organiser
Commercial Engineer
Name and contact details for information
KIVI NIRIA Congress Bureau at the e-mail address below or by phone: 070 - 391 98 90.