Post-conference Masterclass

Masterclass
 

Technology Enabled Relationship Management (TERM)

26 October 2006

• Customer expectations – the inside-out company
• Today's business drivers – globalisation, distance is dead, deregulation,
  customer expectations, etc “Customer is king, cash is queen”
• The strategy focused company and technology alignment
  
• Using enabling technologies to:

                    Manage customers (CRM)
                    Communicate with Customers (e-Communication)
                    Trade with Customers (e-Commerce)

What's coming next?

Leverage them for marketing in a post-modern environment

• Internet
• Mobile
• Voice Recognition
• RFID
• Wireless
• Customer interaction center
• Interactive TV

and more...

Personalisation of technology marketing

• bringing back the human touch

Your masterclass presenter

Professor Koos Koen
Director
Business School of Entrepreneurship

Koos is a management consultant and lecturer with vast experience in the ICT and E-Business domains. He has consulted to a large number of well-known organisations locally and internationally, focusing on Communications Systems, Customer Relationship Management, Customer Interaction Centers and e-Business.

He represents SA on the Communications Systems Technical Working Group of the International Federation for Information Processing (IFIP) for the last 20 years. This is a research and academic focused body registered under the UN. As member of the technical group he was involved in the development of networking and messaging protocol standards that are today used in modern communications networks such as the Internet. He
presented some 45 papers, talks and publications on Customer relationship, E-business and CRM locally and overseas.

Koos was selected as Data Communications Personality of the year by the CSSA in 1990. He was awarded a Fellowship by the CSSA for the creation of a world class Data Communications awareness in South Africa and he received an Outstanding Service Award from IFIP (UN) in September 2001 for his contribution to and involvement in the development of international protocols and standards in the creation of the Internet. Koos is currently a
Visiting Professor at Wits Business School, a Director of the Business School of Entrepreneurship (Pty) Ltd and a Non- Executive Director on the board of City Power Johannesburg.