Program of the Conference 2007. Archive
FIRST DAY – September 26
President Hotel, 12, Hospitalna street , Kyiv
| 9:30 |
Registration and welcome coffee |
| 10:00 |
Keynote
Igor Mann, Marketing Director, ARCTEL (Russia) |
| 10:30 - 12:40 |
SESSION 1
SPECIFIC FEATURES OF THE CUSTOMER BEHAVIOUR AFTER PURCHASING A HIGH-TECH SERVICE |
| 10:30 |
Customer development in the process of using the service and changes in consumption models
Vasyl Latsanich, Marketing Director, MTS (Ukraine) |
| 11:00 |
Let customer feedback do the driving
Case Study: Cablecom
Case Study: Yamaha
Federico Cesconi, Director of Customer Insights & Retention, Cablecom Gmbh (Switzerland) |
| 11:30 - 11:45 |
Coffee break |
| 11:45 |
Service as an element of life style
Tatiana Tolmacheva, Managing Partner, iKS-Consulting (Russia) |
| 12:10 |
Controlling client expectations via servicing processes
Nina Martsin, Director Customer Relationship Management, Kyivstar GSM (Ukraine) |
| 12:40 - 13:30 |
SESSION 2
RELATIONSHIP MARKETING TOOLS AND THE INCOME-GENERATING COMPONENT OF SERVICES |
| 12:40 |
Reaching the customer without loosing him as a customer – Context sensitive approach to mobile advertising
Jani Asikanius, AVP Sales, Unipier Ltd (UK) |
| 13:05 |
Creating Value through Customer Lifecycle Management.
Case Study: Telenor-Sonofon
Matt Sneddon, Sales Director, Agillic (UK) |
| 13:30 - 14:30 |
Lunch |
| 14:30 - 16:40 |
SESSION 3
CLIENT-ORIENTED STRATEGIES OF CUSTOMER SERVICE (THE EXPERIENCE OF USING STRATEGIES OF FOCUSING ON CLIENTS AND RELATIONSHIP MANAGEMENT) |
| 14:30 |
Defining one to one customer loyalty offers based on data mining techniques and ensuring homogeneous customer treatment across all channels (points of contact)
Sabine Emad, Director e-Channels and Direct Marketing, Orange Communications (Switzerland) |
| 15:00 |
Developing Customer Relationship Strategies for effective management of customer retention and development
Case Study: CYTA
Dr Georgios Lambrianou, Head of Sales Management , CYTA (Cyprus) |
| 15:30 |
Managing Retention Campaigns to increase and retain customer value- best practices
Evangelos Xevelonakis, Managing Director, Swiss Valuenet (Switzerland) |
| 16:15 |
Gaining competitive advantage due to additional elements of service and additional services
Ivo Saluoks, Member of the Board, Data Communications, Norby Telecom (Estonia) |
| 16:40 - 17:00 |
Coffee-break |
| 17:00- 18:00 |
ROUND-TABLE DISCUSSION
CUSTOMER SERVICE: COSTS OR INVESTMENTS?
How to determine a reasonable level of customer support costs
Evaluation of the investments effectiveness in customer service
The impact of efficient customer service on company revenue
Balance between client orientation and profitability |
SECOND DAY – September 27
Venue for the second day: conference hall of the exhibition EEBC 2007 Telecom&Broadcasting (Kiev, 2- B Salyutnaya Str., exhibition centre «KievExpoPlaza», Pavilion 2).
| 11:30 |
Openning EEBC Telecom & Broadcasting Exhibition |
| 12:00 - 13:00 |
Report
Aleksey Danilin, Senior Consultant, iKS-Consulting (Ukraine) |
| 13:00 - 13:30 |
Pan-Ukrainain integrated project "METRO WiFi - metropolitan wireless new generation networks"
Oleg Sobolev, Executive Director, Wireless Ukraine |
| 13:30 - 14:30 |
Lunch |
| 14:30 - 16:00 |
OVERVIEW OF EASTERN EUROPE AND CIS INFOCOMMUNICATION MARKET |
