Customer Retention & Relationship Management Conference

by David Naylor
Bronco - Digital Marketing Agency

I will be speaking at the Marketing week Customer Retention & Relationship Management Conference on the 13th May

Conference Day One – 13th May 2009
09.00 R Registration & morning coffee
09.30 Welcome from the chair
09.45 Speed networking

Introduce yourself to your peers and outline objectives
10.00 A Aligning all your customer contact points to create a clear and consistent message to your customers
• Developing the "single customer view" from all touch points throughout the business
• Integrating research and insight into your customer contact strategy to promote positive customer feedback
• Pinpointing attracters and promoters through net promoter
Emma Dalzell, Head of Customer Retention

10.40 Customer retention & relationship management in a web 2.0 world
• Highlighting web-based cost saving initiatives that will not impact retention KPIs
• Successfully introducing PR into your retention strategy to pre-empt customer switching based on negative online publicity
• Developing clear and easily understandable product information for customers – cutting out the jargon
Dave Thomson, Manager, Customer Business
Transformation Collaboration Solutions,
European Markets, Cisco

11.20 Morning coffee & networking

11.40 Predicting consumer buying behaviour in a recession to underpin growth

• Key trends in changing consumer lifestyle habits and the correlation with your bottom line
• Low cost high impact – recognising and implementing loyalty and retention schemes to target high value customers
• Creating a brand message that builds resilience and success in tough times
Dave Naylor, Managing Director

12.20 Creating a bond between the customer and your brand
• CFS – the new peoples' brand
• Recognising and targeting the conscious consumer to drive retention and lifetime value
• Testing and learning to integrate loyalty schemes that deliver value for the company and consumer
Carl Sharples, Head of Propositions
Cooperative Financial Services


Bronco - Digital Marketing Agency
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