• How mobile and converged communications will impact consumer
• communication strategies
• Global trends, challenges and successes in sales and marketing
• Incorporating new technologies into your multi-channelled campaigns
• Which customers and when – making innovation work for you

• Innovating your customer contact points to ensure customer satisfaction
• Understanding customer care centres as a critical component of service and distribution strategies
• Ensuring flexibility in your customer care systems and processes
• Real life experiences delivering top and bottom line performance by transforming customer care

Sponsored by:

• What might customer service look like in 2015?
• How might technology changes affect communication strategies
• How will fragmentation impact marketing strategies
• Are you prepared for the impact of Generation M?
• Multi-channel service demands from technology savvy consumers
• Mobile content and strategies...

• Customer intelligence to drive success multi channel marketing campaigns
• Strategies to determine needs and demands of potential customers
• Using purchasing and usage patterns to identify trends and anticipate customer needs
• Access real-time information to create new opportunities for marketing and customer service

• Building brand loyalty to pre-qualify leads
• Tracking consumer enquiries to effectively allocate marketing and business resources in a national marketplace
• Using existing customer data to build profiles of high profitability customers for high success marketing activities
  

Sponsored by:

• Can generalisations be made between customer segments and marketing strategies?
• How does B2B differ from B2C?
• What factors determine which strategy and when?
• Should overall effectiveness be paramount or when should weak strategies be pulled apart?

• Keeping intimate with the customer while selling through intermediaries
• Challenges in rolling out new systems across business areas
• Developing appropriate business targets to measure the continuing success of your program
• Reinvigorating your customer management systems to
  ensure you area still getting what you need out of them

• Supporting your customer service culture with a fast and user-friendly CRM system
• Strategies for completing the rollout within two and a half months – and under budget
• Integrating customer analytics with sales and service for a complete 360 degree view of your customers
• Lead conversion, fraud prevention and other benefits of redesigning your customer management systems

• Making sure you capture the right and relevant information on your customers
• Integrating feedback from all touch points into your management systems
• What mechanism can be established to determine the value of your business intelligence
• What are the key factors in aligning your management systems with your organisational culture and employees

Sponsored by:

• dentifying and using consumer trends and demands to drive short and long term growth
• Customer management strategies to increase the frequency and profitability of customer spend
• Linking customer drivers into your brand personal
• Driving customer choices by developing a customer connection
• Assessing how customer feedback continually helps to refine the customer experience

• Acting on customer motivations to use service as your competitive differentiator
• Understanding when to use the ESP (emotional selling proposition) vs. USP (unique selling proposition)
• Achieving 100% return and referrals for your business
• Creating win/win strategic alliances to add value to your customers and
• enhancing your brand

• Customer needs as the business driver for redesigning customer
• management processes
• Aligning customer centric processes with business needs and established practices
• Delivering reliable, consistent service across platforms
• Advantages of a single customer view for greater organisational growth

• Strategies for understanding your target market
• Using customer insight to drive product design, packaging and promotion
• Expanding on customer insights and international success

• Making sure you can deliver on your campaign promises
• Applying your customer intelligence to a real world deployment
• Ensuring employees and corporate culture is on-board with your campaign
• Integrating customer feedback into your campaign
  management

• Identifying motivating factors and trends create the experience ‘pitch’ for a larger target market
• Managing existing customers to a new brand
• Invigorating your brand offering and experience for patrons and sponsors
• Challenges and successes from the launch of A-League

• Building the business case for automating your workforce
• Change management strategies from the bottom up
• Working with the franchisee for greater service success

Round Table 1: Understanding the value of customer
feedback
Ralph Simpfendorfer,
President, SOCAP
Managing Director, TMI

Round Table 2: Changing sales and service behaviour
Bill Lang,
CEO,
Bill Lang International

Round Table 3: Increasing customer profitability
Sharon Williams,
Managing Director,
Taurus Marketing

Round Table 4: Making CRM work for your organisation
Frank Liebeskind,
Principal Director,
Developing Directions

Round Table 5: Injecting passion into the customer experience
Naomi Simson,
CEO,
Red Balloon Days

• Integrating the voice of the customer into marketing strategies and service delivery mechanisms
• Linking customer insight across direct feedback, market research and data analytics
• Optimising the use of multiple contact channels and CRM systems
• The role of internal culture in defining high quality services to your customers

• Creating a customer centric culture and discipline
• Strategies for employee buy-in for the B2B and B2C environment
• Measuring the results of a customer focused culture

• How will technology enable marketing communications for now and the future?
• Should customer management systems by businesses?
• What are the key factors in getting your marketing message heard?
• Can the unprofitable customer be wrong?

Pre-conference workshop A

9.00am-4.30pm Monday 6 March, 2006

Capitalising on consumers’ love of technology to effectively communicate

8.30 Arrival and welcome coffee

Workshop commences:

9.00 How people have come to fall in love with technology

• trends in consumer use of technology
• understanding where technology ideas come from
• the thumb as our greatest ally
• latest examples of thumb based communications strategies

10.30 Morning tea

11.00 When does technology provide the best avenue to communicate with the consumer?

• analysing opportunities for technologies
• interactivity is everything we touch, smell or taste
• integrating new technologies into your existing multichannelled campaigns

12.30 Networking lunch

1.30 Capitalising on the creative offerings of technology innovation

• ipod, psp and vending machines as brand building media
• understanding the barrier to using technology for CRM

2.30 Afternoon tea

3.00 Measuring the success of your communication strategies

• It’s all in the digits – 10 questions to ask yourself before you begin

4.00 Evaluation discussion and end of class

About your workshop leader:

David McCaughan, Executive Vice President and Director of Strategic Planning, McCann-Erickson Japan Dave joined McCann-Erickson in 1986 and was appointed Executive Vice President, Director of Strategic Planning of McCann-Erickson Japan in September 2003 where he focuses on consumer and youth trends with regards to technology and innovation. He previously held the position of Consumer Insights Director and oversaw the development of continuous programs to explore how people think and act; the primacy of people and the development of communication strategies that build on people realities to turn them into consumers is his passion. Dave oversaw Strategic Planning across major clients including Nestlé, Coca-Cola, Cathay Pacific, MasterCard, Johnson & Johnson, Walls, Hawley & Hazel, and Xbox

Pre-conference workshop B

Janelle Nisbet, Managing Director, Progress Training Systems

Known for her high energy presenting, Janelle uses this energy coupled with her successful corporate experience to truly connect with people and provide them with proven strategies and innovative ideas. Janelle has a background in managing and leading teams in three highly competitive industries, banking and finance, stockbroking and telecommunications areas.

Post-conference workshop D

9.00am-4.30pm Thursday 9 March, 2006

Marketing made easy! Fast, practical ways to make your marketing efforts more effective

8.30 Arrival and welcome coffee

Workshop commences:

9.00 Reviewing your sales, marketing and organizational goals

• Brief overview of where marketing fits
• Review of SMART goals
• Analysis of ROI

10.30 Morning tea

11.00 Why do customers buy from you?

• USP
• Sausage and sizzle
• Messaging, Positioning and Differentiation
• Pinpointing touch-points for gathering customer insights

12.30 Networking lunch

1.30 Expanding your customer base – segmentation and strategies for success

• Strategies and tools to expand your database
• Segmentation tips for categories and sub groups of your customers
• Where creative fits in

2.30 Afternoon tea

3.00 Driving profitability from existing customers

• Applying insights to develop existing consumer relationships and build loyalty
• Effectively align your customer experiences to drive sales
• How do your sales and front line customer service staff operate

4.00 Evaluation discussion and end of class

About your workshop leader:

Sharon Williams, Managing Director, Taurus Marketing Originally from the UK, Sharon has worked in Marketing and PR for over eighteen years in London, Europe, Hong Kong, throughout Asia and now in Sydney. Her marketing experience inhouse, before founding Taurus included Management Training with Marks and Spencer UK, and in-house Marketing Management.