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Building on the enormous success of our last year event with more than 80 participants this 4th Annual Strategic CRM in Telecoms conference will be discussing latest CRM strategies in telecoms. During these three HIGHLY INTERACTIVE days you will be able to share insights and experiences, be part of interactive sessions and examine best CRM practices.

Workshop Guidelines:

• Examining the key differences between Customer Experience and Performance
• Defining CEM, and the basic drivers of customer experience
• Implementing a successful customer experience strategy: tools and processes – the increasing role of customer intelligence
• Customer experience data gathering and management guidelines
• Moving towards customer niches and needs identification
• Using the customer experience to differentiate product and service offerings
• Changing the organization culture to deliver the customer experience
• Implementing customer-focused marketing strategies to launch retention, loyalty, up/cross-sell initiatives