Customer Management

The basic rules of business have changed, causing us to rethink how we view and value our customers locally as well as globally. One of the greatest values of an organisation is the value that comes from its present and future customers and stakeholders. With increasing competition, it is pertinent to have a sound customer management strategy in place.

Presenters / presenting organisations include:

• Ron Guggenheimer, Senior Director of Fixed Income Analytics, Capital Markets and Banking, Citigroup.
  
  Non-Traditional Approaches to Managing Customer Data - Creating Asymmetric Information Advantages
  
  Analytic endeavors frequently take organisations places they didn't expect to go. If managed poorly, these analytic activities may result in wasted investment dollars and the loss of the critical and nonrenewable commodity – time – as their only legacy. On the other hand, if harnessed and managed appropriately, these efforts can lead down the path of innovation and value creation. Citigroup's position as one of the world's leading banking institutions provides it an opportunity to access vast amounts of diverse data, and it has put this data to novel and productive uses. These efforts have provided a deeper understanding of consumer behavior and resulted in unexpected insights into a broad array of business challenges, including capital flows in the fixed-income markets, consumer branch-banking site location, as well as philanthropic applications used to drive investment activity in economically underserved communities.
• Sally Crockett, Head of CRM, Vodafone Australia.
  
  Profitability Through Existing Customer Growth Management
  
  There is no doubt growth is expected of all businesses today. However, is your business maximising growth through existing customers? Innovative CRM strategies incorporating business challenges do more than retain as many customers as possible. They drive optimal growth and profitability in real time.
• Pawan Kumar, Vice President of Business intelligence and Data Warehousing at product engineering and support service provider WIPRO Technologies.
  
  Customer Delight Across Channels – The Intuitive Way
  Organisations’ efforts to improve the customer experience are often scattered and deliver limited success. But by taking a holistic view of the underlying infrastructure, you can offer customers positive experiences across channels. During this session, Wipro will look at two key dimensions of holistic customer experience infrastructure:
  • Customer data management – creating an information advantage.
  • Customer intelligence – generating insights that extend the customer relationship lifespan and increase customer wallet share.