Henley Alumni

E-Business Group

Events

    Henley Alumni E-Business Group

         Facilitating Continuous Professional Development and Networking for E-Business Practitioners

   Past Events

Date	Topic / Presenters	Click Below
17th Jan 2001	Electronic Customer Relationship Management (eCRM)
Speaker	Richard Armstrong, Divisional Director, The Smith Group
Summary	The session will start with a short, lighthearted video demonstrating a vision of what CRM can mean for customers and staff. This is set in the context of a fictitious travel company and shows how multiple channels of communication, combined with comprehensive customer data and new marketing tools can help to increase customer value. The presentation will expand upon how companies are beginning to deliver this vision today. A number of key principles will be identified that ensure any CRM programme makes best use of the opportunities available and is strategically sound but focused on delivering rapid business improvement. Benefits of Attending: The importance of focusing on customers is not new. Attendees will learn : why it is so important how technology is helping to take customer focus to new levels  how to avoid the CRM pitfalls and manage a successful eCRM programm
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Richard Armstrong	Richard Armstrong is a Divisional Director within the Smith Group's eCRM division.  He is responsible for leading Smith's work to help customers formulate customer strategies and plan eCRM programmes. He has developed eCRM programmes for household names within the financial services, telecommunications, automotive and travel sectors.
The Smith Group
	The Smith Group is an independent e-business consultancy specialising in eCRM. We help our clients exploit eCRM technologies to open up new customer contact channels and create a compelling, seamless and secure customer experience. Our services extend from CRM strategy consulting through to solution design, systems implementation and programme management.

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 Henley Alumni E-Business Group is a non-profit organisation - affiliated to Henley Management College

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      Henley Alumni E-Business Group - facilitating Continuous Professional Development and Networking for E-Business Practitioners