In this dual-focused session, you will hear our two presenters deliver two very diverse thirty minute examples of how their companies managed to build customer loyalty as the foundation of a customer management strategy. Two very different companies and two very different perspectives that can both offer you key takeaways to drive process improvement across your CRM strategy.

·        Breaking down the customer life cycle into individual stages and assessing where improvements need to be made: aligning customer requirements with the overall brand promise

·        Developing and implementing a strategy to re-engage existing customers and attract new ones

·        Identifying and analysing individual customer touch points with the business – evaluating gaps in customer service delivery and operational performance

·        Implementing key performance measures to assess customer loyalty and retention rates