From small-scale businesses to large-scale enterprises, the nature of customer relationships are continually changing, numerous surveys demonstrate that customers now expect more. They are communicating through new channels and they reveal negative experiences to the world more frequently. The risk is that if the customer feels ignored or the organization is not responsive, they will take their business elsewhere. To address these risks, the traditional operational focus of CRM needs to be augmented with an analytical and socially driven approach. The adoption of analytics itself to help understand and improve sales, marketing and service processes across all channels, ranging from a contact center to the mobile web to a social community is becoming a key investment area for thriving organizations to continue being successful. Best practices too need to be applied across new implementation projects; existing investments need to be refined and innovative ideas embraced to fuel a differentiated customer experience. The global CRM software market value is forecasted to reach US$ 6.6B by year end 2012 along with CRM licensing and maintenance revenue together expected to surpass the US$ 10B mark through 2012 at a compound annual growth rate of 10.5%. *Source Datamonitor
"Customer Experience" is now becoming a widely debated topic across Europe and the Middle East and is a cause for concern for several large enterprises as they are currently struggling to provide a consistent experience across existing and emerging channels and lack insight on the cross-channel interactions that their customers embark on. Recent HR surveys indicate that the number of European organizations looking to headhunt a VP of Customer Experience is set to double through 2012 - 2013. Whether you are new to CRM, or a CRM ‘master’, a business strategist or an IT leader, the Middle East CRM & Customer Intelligence Summit provides you with both actionable advice and fresh ideas to initiate, reinforce and optimize your organization’
Some of the key speakers at the Summit include RAVI NAIR, SVP & Head of Customer Experience Management, Abu Dhabi Commercial Bank, BARRY GREEN, Vice President CRM & Loyalty, Etihad Airways, ABDULLATIF AWADH, Head of CRM, Jumeirah Group and KEVIN GOODBURN, Regional Director Customer Service, Johnson Controls International.
For more information on the Summit, visit http://www.crmsummit-
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