From CRM to Customer Performance Management - Webinar

Webinar on June 9

To truly embrace the vision of customer focus is a major undertaking. Many organisations have deployed CRM systems but often with mixed results. So far the approach has been on relationship management but smart organisations are now embracing applications and processes to help customers derive real benefit from their relationships with the organisation.

Join us on this Evaluation Centre webinar to hear the latest thinking on Customer Relationship Management and discover how you can move towards Customer Performance Management.

Cliff Mills will start the webinar by sharing the latest National Computing Centre research into the CRM market.

Andrew Broome, Director of Axactia, an independent company which helps clients with the definition of customer experience and the design of the customer processes and organisation to deliver it, will present “from CRM to Customer Performance Management.” He will explore:

• Placing CRM in the core of your IT environment
• The Customer Experience Framework
• Systems to achieve Customer Advocacy
• Understanding NPS
• The "surround approach" vs the "layer over the top"
• The enterprise Customer Management platform

Greg Dennick, CRM Division Manager at The Access Group, a business-focused consultancy and a specialist software developer, will set the context for the transition to performance management focusing on how to overcome the challenges of developing an enterprise wide approach to CRM, specifically addressing the theme of how integration can benefit your CRM processes.

Delegates will have the opportunity to quiz the experts.

Title: From CRM to Customer Performance Management
Date: Thursday, June 9, 2011
Time: 11:00 AM - 12:15 PM BST

Download the presentations

• Michael Dean, NCC (530KB PDF)
• Andrew Broome, Axactia(810KB PDF)
• Cliff Mills (325KB PDF)

Download the full webinar video

• From CRM to Customer Performance Management (46.6MB WMV file)