Programme

Opening remarks from the chair

How to maximise Customer Life Time Value and increase customer loyalty

• Defining Customer Life Time Value and understanding how to calculate it 
• How to maximise CLTV and Return On Customer (ROC) for each segment
• Effective customer strategies to build loyalty and to create up and cross-selling opportunities
• Case studies of successful digital customer relations to drive CLTV and reduce churn

Thomas Wandahl
Nordic Loyalty Director
3 SCANDINAVIA

How to earn and grow lifetime loyalty of your customers

• Actively using customer frustrations
• The importance of the right and relevant data
• Establishment of clear relationship strategy
• Establishment of relevant 1-1 dialogue with your customers

Utilising the key features of a successful churn management and customer retention plan

• Understanding one-to-one relationships with key customers
• Evaluating the need for retention and loyalty programmes
• Exploring the benefits of continuous profiling and segmentation

Morning refreshments and networking opportunity

Nick Witte-Vermeulen
Online Support Manager
BT BUSINESS &
Wayne Foncette
Vice President of UK & Ireland
RIGHTNOW TECHNOLOGIES

Customer Web self service in the digital age

• Increasing customer self service via the web
• Delivering consistent knowledge across multiple service channels
• Addressing the service cost dilemma

Exploring how internal practices can enhance retention within premium companies

• Promoting an anti-churn policy internally
• Key ways to emphasise all your qualities to the customer
• Establishing the key factors that define ‘loyalty’

Dr. Clemens Schäffner
Head of CRM Analytics & Strategy
O2

Understanding how premium mobile companies can fend off the competition from low cost operators in an increasingly competitive global marketplace

• Maximising market revenues for premium companies
• Increasing ARPU and reducing churn using tariff migrations and best plan advice
• Ascertain the key factors that make customers more loyal

Retaining Customers Tempted by Competitor Deals

• Keeping call centre agents abreast of rapid and complex competitive changes
• Effective retention negotiations and the avoidance of discretionary overspend
• Successfully handling knowledgeable customers who 'shop around' for deals
• Techniques for retaining customers that shop remotely
• Telecom convergence and customer retention

Branding: a key factor in your retention armoury

• How to gain market share
• Reducing churn and raising Earnings Before Interest & Tax in saturated markets
• How to ensure the customer experience is uniformly excellent at all contact points, such as retail, telesales and customer services

  Strategies that drive a successful advertising campaign

• The link from advertising to CRM
• The challenge of changing consumers: community versus the individual
• How AdConnection has dealt with content and media convergence
• CRM and the web

Afternoon refreshments and networking opportunity

The way ahead for marketing: enhancing ROI in the telecom sector

• Using the right information for a successful marketing campaign
• The importance of using all communication strands to reach the customer
• Utilising free offers to entice customers

Chaired by Rikard Steiber, this will be comprised of :

Mauro AccroglianòMobile Consumer Marketing Manager
WIND TELECOMUNICAZIONI SPA

Timo Everi
Chief Commercial Officer
WATANIYA TELECOM

Ms. Marjo Komi
Head of Customer Retention & Loyalty Programs
ELISA

Neil Blakesley
Head of Marketing Strategy & Insight
BT GLOBAL SERVICES

Panel discussion: revolutionising retention abilities via new technologies

• Learning from the lessons of the past
• Analysing how current thoughts and strategies are developing
• Looking to the future, and understanding what new developments can be expected in the coming months and years

End of day one

Opening remarks from the Chair

Presented by
Ralph Overbeck and Craig M. Parfitt – Managing Partners
OAL

How to protect your customers from contagious churn with Social Network Analysis

• 71% of people are most influenced by family/friends when choosing a mobile telecoms service provider
• Learn how Social Network Analysis (SNA) can reveal who’s influencing your customers and what you can do about it
• Discover the secrets of advanced viral marketing techniques to dramatically improve campaign response
• See how companies are using SNA to identify key influencers on other telecoms networks

 Learning lessons from 'Toyota' thinking in service design

• How to get customers 'pulling value'
• Putting the customer service agent at the heart of service delivery
• Changing the 'system', the way customer service is designed and managed

How Powergen improved their customer service with ‘Toyota’ thinking

• What did Powergen learn from ‘Toyota’ thinking
• Employing these methods to enhance retention
• Applying these methods to the telecom industry

  Enhancing loyalty: developing and utilising customer insights

• Developing customer insights and understanding which customers are loyal to you
• Identifying the reasons for customer disloyalty
• Measuring the success of loyalty programmes

A brand is what a brand does – Engendering loyalty by delivering a great experience

• Use of the web to enhance great loyalty programme experiences
• The importance of brand advertising against detailed experience design
• Exploring best practice and telecoms examples

 Lunch and networking opportunity

  Focusing on loyalty solutions for the youth segment

• Overview of the German market and Vodafone D2's positioning
• Examining the relevance of the youth segment and understanding a typical user profile
• Developing a model-based approach to drive loyalty among the youth segment
• Leveraging 3G handsets as a tool for enhancing loyalty and a 3G enabler for the youth market
• 3G / UMTS content as a driver for increasing ARPU in the youth segment

Implementing the best churn management strategies for pre and post paid customers

• Distinguishing the main retention differences between pre and post paid customers
• Applying the most successful retention strategies for these customers
• Learning how the movement from pre to post paid custom affects churn

The importance of second subscriptions

• Exploring and evaluating partial churn
• Understanding why consumers will use two networks
• Hasty generalizations about multi-SIM customers
• Measuring the churn of these customers
• Marketing, segmentation and targeting impacts

How new technologies can shape your future

• How you can use VideoCall2TV technology to increase your brand loyalty
• Utilising new technologies to create a community for your customers
• Using different billing methods to ensure maximum end user satisfaction

Closing remarks from the chair