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| 0900-0940 |
Case Study Presentation: China Europe International Business School |
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Characteristics of CRM in Business School
Introduction of CEIBS CRM Implementation
Problem Faced and How to Resolve
How CRM Enhances Customer Experiences at CEIBS
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David Xue (China)
Information System Director
China Europe International Business School |
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| 0940-1020 |
Case Study Presentation: Fujitsu PC China Division |
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Characteristics of CRM in Personal Computer
Introduction of Fujitsu PC CRM Implementation
Problem Faced and How to Resolve
How CRM Enhances Customer Experiences at Fujitsu PC
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Vivian Choi (China)
General Manager in Greater China
Fujitsu PC China Division |
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| 1050-1130 |
Enhancing the Customer Experience to Maximize Loyalty and Profitability
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Identify the critical interactions that influence loyalty and customers long term value
Segment customers by needs and value and determine the sales and service strategy for each segment
Build an interaction management platform to deliver the right information to the customer facing staff across all the channels
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Mike Hodgson (US)
CRM Business Development Director (AP)
Oracle China |
|
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| 1130-1200 |
Q&A |
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David Xue (China)
Information System Director
China Europe International Business School
|
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Vivian Chou (China)
General Manager in Greater China
Fujitsu PC China Division |
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Mike Hodgson (US)
CRM Business Development Director (AP)
Oracle China |
|
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| 1200-1330 |
Networking Luncheon |
|
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| 1330-1410 |
Keynote Address:"Branding Customer Experience Online vs. Actually Making Money" |
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Community and Commerce
Comparative Advantage
Branding a "Commodity Experience"
Keep your customers addicted
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Henry Winter (US)
Chief Executive Officer
SmartClub |
|
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| 1410-1450 |
Case Study Presentation: Bertelsmann DirectGroup China |
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Characteristics of CRM in Direct Servicing
Introduction of Bertelsmann CRM Implementation
Problem Faced and How to Resolve
How CRM Enhances Customer Experiences at Bertelsmann
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Mier Ai (China)
Chief Operation Officer
Bertelsmann DirectGroup China |
|
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| 1450-1510 |
Afternoon Coffee |
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| 1510-1550 |
Case Study Presentation: Domino Coding Ltd. |
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Characteristics of CRM in Industrial Equipment
Introduction of Domino CRM Implementation
Problem Faced and How to Resolve
How CRM Enhances Customer Experiences at Domino
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Henrik Lundsgaard(Denmark)
Managing Director
Domino Coding Ltd. |
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| 1550-1630 |
Q&A |
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Henry Winter (US)
Chief Executive Officer
SmartClub
|
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Mier Ai (China)
Chief Operation Officer
Bertelsmann DirectGroup China |
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Henrik Lundsgaard(Denmark)
Managing Director
Domino Coding Ltd. |
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