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08:30	Registration and Breakfast
09:00	Welcome and Introductions
09.10	Customer Management - the changing landscape	The opening session draws on research from organisations such as Gartner, Forrester and McKinsey, to provide insight into developing customer management approaches. It will identify how organisations are successfully reacting to these changes, describing the latest technologies and techniques emerging.
09.40	The evolving role of outbound marketing	Understanding the new areas of customer management is only relevant to you when put it in the context of your current marketing activities. It is important that new concepts fit in with your current infrastructure, not disrupt them.
10.10	CRM – The Fifth Element Sergio Vieira, CRM Executive, Abbey National plc (Santander Group)	How can customer intelligence solutions make the difference in the banking industry? This customer presentation will cover the past, present and future in direct marketing campaigns and customer relationship management.
10.55	Coffee Break
11.15	Using the customer experience to drive sales and marketing activities	Every day customers give us valuable information about their needs and wants, and often this is ignored. Understanding the customer experience can unlock opportunities for sales and marketing which would otherwise be ignored. Key to this is making individual customer interests available directly to sales and marketing systems.
11.40	Taking an enterprise-wide view of customer-centricity	Its not just about doing the right thing for the customer – its got to make commercial sense for the organisation. Today’s organisations have to be more joined up than ever before, with marketing and customer management working with functions concerned with profitability and risk.. But how do you achieve this in practice?
12.10	Managing the customer experience through intelligent real-time decisions	Seizing the moment when the customer is actively engaged with the organisation can either be a huge advantage or an extremely damaging experience. Making high quality real-time decisions during each customer interaction is critical to the success of an organisation.
12.35	Optimising return and costs of all marketing activities	As organisations face the challenge of increasing the relevance of marketing treatments to even smaller customer segments along with considerations such as channel preference, product crossover and potential advocacy, they will also be faced with decisions centred on optimal marketing investment. This session will discuss how such requirements can now be integrated into the overall operational marketing process.
13.00		Summary and Close

Date:
Wednesday 2 July 2008
8:30am - 1:30pm

Location:
Energy Clinic
132 Commercial Street
London
E1 6NG

www.EnergyClinicUK.com

Who should attend?

Chief Marketing Officers
Marketing Directors
Marketing Managers

Questions?

Contact Michelle.Sandhu@suk.sas.com
or call 01628 490 431