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CRM Senior Executive forum Luncheon
HONG KONG
25
February 2005
Managing Customer Experience with Service, Process,
and Technology!!
Join us for lunch and to hear our industry
leaders sharing their experiences with you!
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Mr. Amit Bhagat,
Director of TCEQ and BPM,Technology Solutions
Group
Hewlett Packard Asia Pacific Pte. Ltd
Topic:
Driving Customer Success through Total Customer
Experience Process
Mr. Bhagat will highlight HP’s success story of
maintaining customer focus and the six step
process for energizing the workforce with
practical examples of how this was implemented |
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Mr. HP Suen,
Chairmen
itSMF Hong Kong Chapter
Topic:
How IT Service Management supports end-to-end
CRM
Mr. Suen will point out how IT service impact
customer satisfaction of end customer.
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Panel Discussion moderated by
Mr. Jason Chu,
Chairman
Asia Pacific Customer Service Consortium
Discussion Questions for
"Driving
Customer Success through Total Customer
Experience Process":-
1.
How to align the the goals and objectives of
different work centers so that all areas can
work together effectively and efficiently to
deliver a consistent total customer experience?
2. How to articulate the relationships between
the customer service operation and other
functions to align the customer experience
process?
3. How to implement an effective performance
measurement system to evaluate the total
experience process?
4. How to motivate the staff force on delivery
of good customer experience?
5. How to define the ROI on the investments /
cost incurred to drive for total customer
experience?
Discussion Questions for
"How
IT Service Management supports end-to-end CRM ":-
1. How to make IT service management a
catalyst for personalized customer service
instead of a barrier? (usually, the design of
the system or the database structure may be a
barrier for one-to-one customer service instead
of a catalyst)
2. How to prioritize the system enhancements
required to serve the ever-changing business
requirements on the end-to-end CRM processes?
How to anticipate the future needs of the
end-to-end CRM process in order to properly
design the IT service management tools?
3. How to motivate the staff force to use the
service management tools and ensure that the
information is up-to-date?
4. How IT service management tools can help
companies in different stages of development? |
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Venue & Time
Details:
Registration 10:15am
Forum: 10:30am - 2:00pm
Sheraton Hong Kong
20 Nathan Road, TST
Kowloon, HK
Fee: HK$400 / HK$300 Members (including lunch)
REGISTER FOR THIS EVENT NOW |
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Certified CRM Director
(CRMD)
10-12 May, 2005
Hong Kong (English)
Certified Call Center Manager (CCCM)
17-18 February, 2005
Bangkok(English)
9-10 March, 2005
Hong Kong (English)
21-22 April, 2005
Taipei (Mandarin)
Certified Call Center Analyst & Auditor (CCCA)
3-4 March, 2005
Hong Kong (English)
Certified Call Center Supervisor (CCCS)
15-16 February,2005
Bangkok (English)
30-31 March,2005
Hong Kong (English)
Certified Call Center Professional (CCCP)
7-8 April, 2005
Hong Kong (Cantonese)
19-20 April, 2005
Taipei (Mandarin)
26-27 May, 2005
Hong Kong (Cantonese)
Certified Customer Service Professional (CCSP)
16-17 March,2005
Hong Kong (English)
Customer Satisfaction & Survey Management
To Be Confirmed
Hong
Kong (English)
Effective Telemarketing & Objection Handling
7 April, 2005
Hong Kong (Cantonese)
19 April, 2005
Taipei (Mandarin)
26 May, 2005
Hong Kong (Cantonese)
Complaint Handling & Stress Management
8 April, 2005
Hong Kong (Cantonese)
20 April, 2005
Taipei (Mandarin)
27 May, 2005
Hong Kong (Cantonese)
REGISTRATION
APCSC Reserves the
right to reschedule or cancel training courses.
Registrants will be notified in advance. Please
visit
www.apcsc.com for latest schedule
International Endorsement
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