Schedule: Day two

08:30 Arrival & Coffee
09:00 Welcome & Review of Practitioner Day 1 Lessons
09:30 Re-engineer Customer Impacting process to improve Experience
Customer experience critical impact on your CRM?
How many CRM’s destroy customer experience
Case Histories: How others have mastered the science?
Identify “moments of truth” that make or break “experience”
Deploying Third Generation Process Reengineering
10:45 Morning Refreshment Break
11:00 Integration: The Elephant in the Room!
Five integration disasters you can avoid
What system integrators don’t want you to know
Understand and avoid the tyranny of scale
Digital transformation demands on CRM
13:30 Single View, 360° & Customer Data Integrity
How to create a relevant “single views of customer”
Identify sources of powerful customer information
What to collect to support meaningful business intelligence
Harnessing customer dialogue to keep current and relevant
Why inconsistent data kills customer intelligence efforts
How “voice of customer” programs renovate customer data
Four critical steps to achieving high customer data integrity
Six common data problems - and how to fix them
Controls, tools and procedures to maintain usable information
14:30 Compelling Metrics to Win More Budget, Resources & Support
How NPS can destroy your customer initiatives
Linking customer metrics to Customer Value and share price
Gaining budget, resources and board commitment
15:15 Afternoon Break
15:30 Preparing for Success
Imbedding complex groupings to drive new opportunities
Leverage the 80/20 rule in four powerful new ways
Customer Segmentation & Profiling – what’s the diff?
Fourth Generation segmentation & profiling needed now
Blunders your competitors are making – and you can avoid
16:15 Building a Trusted, Customer Centric Enterprise
How best practice segmentation revolutionizing HRM
Design a training & professional development program
Using Change Management to ensure permanent benefit
Building on your CRM Cornerstones – the future!
17:00 Q&A & Close

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