Loyalty & CRM Summit 2010
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Shanghai, China,
15-16 September 2010
A Unique Platform gathering both International & Local Leading Players!
Amid the world’s post economic downturn, Asia’s consumer markets as well as Loyalty & CRM practices are undergoing unprecedented changes and presenting new business opportunities to international and local companies. However, to fully take advantage, companies must understand well a number of key market developments and challenges, grasp the essentials of effective Loyalty & CRM practices, formulate the right strategies and implement them effectively.
What are the latest movements as well as emerging trends in world’s and Asia’s consumer market and behaviors? Particularly, what are the new opportunities that the relatively strong China market presents? What are the worldwide and local Loyalty trends? What are the key differences/comparisons of Loyalty & CRM situations between before and during economic downturn? How can you leverage it for your corporate advantage? What are the core competencies or essentials of Loyalty & CRM practices? How to implement Loyalty & CRM effectively and develop it to full potential? How can Loyalty be addressed at a fundamental, natural or emotional level and how do you tailor make loyalty & CRM initiatives to suit targeted market? Facing increasingly severe competition amid uncertain markets, how can you retain existing customers and acquire new customers through Loyalty & CRM? What are the effective approaches of partnership marketing and value sharing? How to track and analyze your customer behaviors? What are the channels available as well as the most cost effective way to communicate loyalty & CRM programmes? How to manage and make best use of existing customer data and improve the quality of new database? What are the current best practices or successful cases and what to learn from them? How to generate incremental revenue through Loyalty & CRM? Cross sell, upgrade sales, referral programme or word-of-mouth? How to present unique value to “good” customer? What are the mechanisms for measuring profitability of loyalty programmes as well as last-time value of each customers? What are the current technologies used to measure this profitability? How to maintain a balance between controlling costs/expenses and delivering a high quality customer experience? How can you demonstrate the financial impact of your CLP and engage your organization in efforts to manage and improve loyalty? How can the latest technologies, social media, or any other innovative approaches help?
Recognizing such emerging business potentials and pressing challenges, 2nd Annual Customer Loyalty Asia Programme & CRM Summit 2010, carefully researched and organized by Neoedge Singapore, will provide all international and local companies an in-time and efficient platform of learning, networking and partnership building for your corporate advantage in the increasingly vibrant and fierce market.
For full agenda, please email us your detailed contact information to
enquiry@neo-edge.com
Programme at a glance
Conference Day One 15 September 2010 Wednesday
Chairman: Dave Battiston, Managing Director of International Retail Programmes, Groupe Aeroplan Europe
Registration
- Introduction and Speed Networking Session
- Chairman’s Opening Remarks and Presentation
- “Latest Movements & Emerging Trends in Loyalty & CRM Programme”
Current Landscape of Loyalty & CRM Trends
- Examining an International Perspective of Loyalty & CRM Pre & Post Economic Meltdown – Identifying Key Differences/Comparisons
- Analyzing a Local Perspective on Leveraging these Differences/Comparisons to Your Corporate Advantage
Core Competencies and Essentials of Loyalty & CRM Programme
- Identifying the right elements in Loyalty & CRM practices
- Implementation of Loyalty & CRM Effectively & Developing it to Full Potential
Panel Discussion
Designing the Right Loyalty Programme for Your Customers
- Addressing Loyalty Programme at a Fundamental, Natural or Emotional Level
- Customizing Loyalty & CRM Initiatives to Suit Targeted Market
Overcoming Challenges & Strategy Techniques
- Extending Out to Customer Communities – Referral Programme, Word-of-Mouth
- Reaching Out to Different Segments of The Market
- Examining Challenges Faced by CRM Programmes & Solution
Panel Discussion
Cocktail Reception
End of Conference Day 1
Conference Day Two 16 September 2010 Thursday
Chairman: Sol Zia, Contributing Editor, COLLOQUY and Sr. Director, LoyaltyOne Consulting
Speaking companies include but are not limited to:
- Taobao.com
- Avon
- Best Buy
- BMW
- China
- Manulife
- Mastercard Worldwide
- Philips
- Groupe Aeroplan
- COLLOQUY
- Pfizer Inc
- UPS
- Millenium & Copthorne Hotels
- Hospitality Marketing Concepts
- etc.
The following key themes will be addressed in depth with Real Examples and Case Studies:
- New market developments and the call for effective Loyalty & CRM practices
- Loyalty & CRM core competencies and development trends
- Achieve effective communication and real loyalty
- Channels and cost of communications
- Designing the right loyalty programme for your customers
- Overcoming challenges & strategy techniques
- Churning & retention of customers and generate incremental revenue through Loyalty & CRM
- Partnership marketing and value sharing
- Manage and leverage customer data
- Measure and justify Loyalty & CRM
Chairman’s Opening Remarks
- Business Models (Case Studies)
- Success Stories from Airline Industry
- Success Stories from Telco
- Success Stories from Retail
- Success Stories from Finance Industry
Channels & Cost of Communications
- Identifying Channels Available for Communication of Loyalty & CRM Programmes
- Maximizing Availability of Channels to Your Corporate Advantage
- Examining the Most Cost Effective Way to Communicate Loyalty & CRM Initiatives
- Maintaining a Balance Between Controlling Costs/Expenses and Delivering High Quality Customer Experience
Panel Discussion
Partnership Marketing & Value Sharing
- Definition & Key Elements of Partnership Marketing
- Identifying What Businesses is Best Suited for Partnership and Value Sharing
- Determining the Best Approaches for Partnership Marketing & Value Sharing
Churning & Retention of Customers and Managing Customer Database
- Retaining Customer Based Amid Increasing Severe Competition
- Ways to Acquire New Quality Customer Database
- Presenting Unique Value to “Quality/Good” Customers
The Future of Loyalty & CRM
- Current & Future Technology to Measure Profitability of Loyalty Programmes as Well as Last Time Value of Each Customer
- Insights from Social Network Analyst to Improve Loyalty & CRM Initiatives
Panel Discussion
End of Conference Day 2
Pre-Conference Workshop 14 September 2010 Tuesday
Blueprinting, Implementing and Measuring a Customer Relationship Strategy that Weathers the Storm of Competition
From coalitions like AIR MILES to standalone programs like David Jones’ department store program to technology-based programs like Pasmo, real-life examples will be used to highlight how operators apply the right strategy and structure to meet their particular objectives.
Part I — Developing a Loyalty Understanding
Part II — Program Preparation and Pre-Inspection
Part III – Lift Off and Tracking
One Paragraph Introduction about Your Expert Trainer Sol Zia: As Senior Director of Consulting with LoyaltyOne and Contributing Editor withCOLLOQUY magazine, Sol Zia belongs to a team of internationally recognized practitioners who have worked with such notable clients as MGM MIRAGE, Best Buy, Microsoft, Wells Fargo, Washington Mutual, SuperValu, Unilever and VISA International. His expertise in customer relationship metrics, marketing optimization and strategic analytics helps advise clients on results-proven practices of the loyalty marketing industry.
Loyalty & CRM Summit 2010
Speaking companies include but are not limited to:
- Taobao.com
- Avon
- Best Buy
- Pinpoint China
- Manulife
- Mastercard Worldwide
- Philips
- Groupe Aeroplan
- COLLOQUY
- Pfizer Inc
- UPS
- Millenium & Copthorne Hotels
- Hospitality Marketing Concepts
- etc.
Confirmed and Approached Speakers
For Enquiries about Opportunities for Speaking, please contact:
Eugene Azucena
Marketing Manager
DID: +65 6557 9185
Email: eugene@neo-edge.com
Conference Day One 15 September 2010 Wednesday
Chairman: Dave Battiston, Managing Director of International Retail Programmes, Groupe Aeroplan Europe
Conference Day Two 16 September 2010 Thursday
Chairman: Sol Zia, Contributing Editor, COLLOQUY and Sr. Director, LoyaltyOne Consulting
Pre-Conference Workshop 14 September 2010 Tuesday
Ably conducted by Sol Zia, Senior Director of Consulting with LoyaltyOne and Contributing Editor with
President, CXO, Director, General Manager, Manager and Head of
- CRM
- CLP
- Customer Service
- Customer Care and Interaction
- Sales & Marketing
- Client & Acciunt Management
- Operations
- Business Development
- Strategic Planning
- Relationship and Communication
- Branding & Advertising
- Database
- Contact Centre
- Market & Consumer Research
- etc.
From various industries and sectors including
- Travel / Hospitality / Car rental
- Telecom / IT / E-commerce
- Bank / Credit Card / Insurance
- Retail (retailers, brands)
- Auto
- Manufacturing
- Pharmaceuticals
- Utilities
- Institute and Government
- Entertainment
- Other service industries
Learn from expert speakers and high profile delegates from leading players both local and the world!
Asia’s consumer markets and CRM practices (including to corporate) are currently undergoing unprecedented changes and presenting new business opportunities to both international and local companies. However, to fully take advantage, companies must understand well on a number of key market developments and challenges, grasp the essentials of proven successful CLP practices, formulate the right CLP strategies and implement effectively.
Recognizing such emerging business potentials and pressing challenges, 2nd Annual Customer Loyalty Asia Programme & CRM Summit 2010carefully researched and organized by Neoedge Singapore, will provide all international and local companies an in-time and efficient platform of learning, networking and partnership building for your corporate advantage in the increasingly vibrant and fierce market.
The following key themes will be addressed in depth with Real Examples and Case Studies:
- New market developments and the call for effective Loyalty & CRM practices
- Loyalty & CRM core competencies and development trends
- Achieve effective communication and real loyalty
- Channels and cost of communications
- Designing the right loyalty programme for your customers
- Overcoming challenges & strategy techniques
- Churning & retention of customers and generate incremental revenue through Loyalty & CRM
- Partnership marketing and value sharing
- Manage and leverage customer data
- Measure and justify Loyalty & CRM
Testimonials on recent Neoedge Conferences
Customer Loyalty Asia Programme & CRM Summit 2009
客户忠诚计划及CRM亚洲峰会2009
Sheraton Hotel Shanghai Pudong, China, 4-7 Aug 2009
“Good conference! A lot of things will help improve my job.”
- PTKSEI, Indonesia
Mobile Payments and NFC World Summit 2009
31 March – 3 April 2009, Kuala Lumpur, Malaysia
“Good networking and also understanding of similar biz ventures of similar/non-similar industry in other place; which can be adopted to bring commercial value beyond local operating context”
- Digi Malaysia
“NeoEdge did a great job in organising the conference. Excellent content. Good delegates. An opportunity to help move the industry forward.”
- mFino
Global Sustainable Feedstock, Biofuel & Biochemical Summit (SFBB) 2009
3-6 March 2009, Kuala Lumpur, Malaysia
Topics are well diversified and discussed to detail. Greatly picked topics relevant to current issues and status. Most of the speakers are good. Would like to see conference like this more in the future. - Yanmar KK R & D
Neoedge were tremendous. Excellent communication leading up to the conference and good support at venue.
- Managing Director, Longbay Petroleum
Wastewater Asia Summit (WAS) 2008
15-18 March 2008, Shanghai, China
“Neoedge achieved to bring Chinese and international experts in the field of wastewaters together and supported the creation/expansion of the wastewater expert network. A milestone!”
- Social Scientist, THE WORLD BANK
“Good conference with interesting presentations. Well organised”
- Managing Director, Royal Haskoning China
“Well-organised. Excellent speeches. The topics covers the cutting-edge aspects of water industry. Hope there will be more similar events upcoming.”
- Shenzhen Pure Water & Blue Sky technology Dev. Co., Ltd
Delegate Fee
Please contact us at enquiry@neo-edge.com or customer service hotline at +65 6557 9166 for details.
Payment Terms
Payment must be made within 5 working days upon your registration in order to guarantee your seat. All payments must quote the delegate name and event code.
Payment can be made via the following ways:
Cheque
Made payable to NeoEdge Pte. Ltd.
Credit card
We accept Mastercard, Visa and American Express
Bank Transfer
Please refer to the Invoice for our Bank A/C detail.
All bank charges to be borne by payer. Please ensure that NeoEdge receives the full invoiced amount.
Unpaid registrations will be billed 40% of the registration fee if you do not attend the event. A complete set of the conference documentation in CD-Rom will be post to you.
Substitutions & Cancellations
Should you be unable to attend, you may substitute delegates at any time before the event at no extra charge. Alternatively, you may choose to credit the full value of your registration towards another NeoEdge event for up to 18 months from the date of issuance. No refunds will be available for cancellations.
Take the first-mover advantage!
2nd Annual Customer Loyalty Asia Programme & CRM Summit 2010 is a unique and high profile conference in Asia for global and local senior executives, professionals, thought leaders and innovators from the customer loyalty field to convene for business discussions, sharing experiences, exchanging ideas and establishing new relationships. Marketing and business development professionals within the industry have the opportunity to capitalize on this ready-made platform to deliver leadership messages and demonstrate expert solutions for your organizations. Regardless of the size of your company, we will find a solution to meet your marketing and business needs through our proven or customized sponsorship and exhibition packages!
For Enquiries about Sponsorship and Exhibition Opportunities:
Please contact:
Daniel Tan
Head of Business Development
Tel: +65 6557 9202
Main: +65 6557 9166
Fax: +65 6223 5186
Email: daniel@neo-edge.com
We are proud to have Groupe Aeroplan Inc., a global leader in loyalty management, as our Gold Sponsor.
Gold Sponsor
Groupe Aeroplan Inc., a global leader in loyalty management, owns Aeroplan, Canada’s premier coalition loyalty program, Carlson Marketing, an international loyalty marketing services, engagement and events provider headquartered in the U.S., as well as Nectar, the United Kingdom’s leading coalition loyalty program. In the Gulf Region, Groupe Aeroplan holds a 60% interest in the Air Miles Middle East programs in the United Arab Emirates, Qatar and Bahrain. Groupe Aeroplan also operates LMG Insight & Communication, a customer-driven insight and data analytics business offering international services to retailers and their suppliers, and it has a majority 75% ownership position in Nectar Italia, the first independent loyalty coalition program uniting leading retailers in Italy.
http://www.groupeaeroplan.com/pages/index.php
Silver Sponsors
LoyaltyOne is a global provider of loyalty strategy and programs, customer analytics and relationship marketing services. Its roster of clients includes leading businesses and brands in multiple sectors such as retail, banking, manufacturing, government, natural resources and utilities. LoyaltyOne businesses include Canada’s AIR MILES Reward Program – North America’s premiere coalition loyalty program, COLLOQUY, Precima, LoyaltyOne Consulting and Direct Antidote. LoyaltyOne’s industry-leading Associates, practical experience and proven capabilities set the benchmark of thought leadership in the loyalty marketplace. Toronto-based LoyaltyOne is an Alliance Data company. For more than 30 years, Alliance Data has helped its clients build more profitable, more loyal relationships with their customers. For more information, visit www.loyalty.com.
Comarch is a proven leader in delivering innovative solution services that provides value, improves performance, reduces costs, and is responsive to the changing needs of today’s fast-paced business environment.
Comarch – over 17 years of experience, 3500 employees in an international network of subsidiaries and offices throughout Asia, the USA, Europe and the Middle East, innovative IT solutions for the Telecommunications and Financial Services industries, Government, Large Enterprise, and Small and Medium Business, and products that cover billing, network management, ERP systems, IT security, CRM and loyalty management, EDI, sales support, electronic communication and business intelligence.
In CRM and loyalty management Comarch offers 10 years of experience from around 30 projects realized in different sectors on 3 continents, and list of solutions for Retail and Airline industries that contains of:
- Comarch Enterprise Marketing Management – single platform equipped with all the features required to effectively run marketing operations on highly competitive and fast-developing markets;
- Comarch Airline Suite – set of four complementary products that helps to manage and fulfill increasing passengers requirements.
Cocktail Sponsor
An original Art Deco masterpiece, infused with “thoroughly modern” five-star luxury. Situated steps from the city centre, People’s Square, Nanjing Road, and 10 minutes to the famous Bund. This hotel offers graceful guestrooms that combine technological sophistication with luxury, remarkable restaurants, world-class spa and health club and gracious, superlative service.
http://www.langhamhotels.com/en/
Sponsor
Groupe Aeroplan Summary
Groupe Aeroplan Inc., listed on the Toronto Stock Exchange with a market capitalisation of $2bn, is a global leader in loyalty management and customer centric retailing. We are experts in providing end to end solutions for market and industry leaders in the development and management of loyalty programmes, planning and marketing communications, data analytics and loyalty marketing systems.
Groupe Aeroplan owns and operates leading loyalty brands, loyalty marketing and analytical services worldwide:
- Aeroplan, Canada’s premier loyalty programme with over 4 million collectors earning miles from over 70 partners and 150 brands across the airline, hospitality, financial services and retail sectors.
- Nectar, the UK’s leading coalition loyalty programme with 16 million collectors (more than 50 per cent of UK households), enables consumers to collect Nectar points when shopping across a broad spectrum of household expenditure including grocery, fuel, DIY and financial services.
- Carlson Marketing, a leading international loyalty marketing services, engagement and events provider. Clients include P & G, Visa, Coca Cola, Ford, Bank of America and Best Buy.
- Air Miles* programmes in the United Arab Emirates, Qatar and Bahrain with over 1.4 million collectors and 120 leading brands.
- LMG Insight & Communication, a customer-driven insight and data analytics business offering international services to retailers such as Sainsbury’s in the UK, CVS in the USA, and more than 100 FMCG companies including Unilever, P & G, Heinz, Coca Cola and Pepsico.
As part of our stated international expansion strategy we have announced a number of new business initiatives within the last year:
- In March 2010, we launched Nectar Italy**, based on the successful UK model, and announced in August 2010 that the year end target of 5m collectors had already been surpassed.
- In April 2010, we made our first investment in an international frequent flyer programme by acquiring a minority position inAeroMexico’s frequent flyer program, Club Premier.
- In May 2010, we entered into a multi-year agreement with CVS Caremark, the largest pharmacy health care provider in the United States to provide data analytics and customer insight services.
- In August 2010, we announced that we have licensed our successfulNectar brand to Cencosud, a leading retailer in Latin America, to re-launch their proprietary loyalty programme (formerly Circulo Mas).
* 60% ownership; ** 75% ownership
Media Partners:
We partner with leading publications, online media and associations etc in relevant sectors to achieve win-win results. Our extensive marketing campaigns will ensure you impress the right players at the forefront of the latest industry advancements and expand your business territory.
To find out detail potential benefit, please contact us today at eugene@neo-edge.com or call us at Tel: +65 6557 9185 or +65-6557 9166.
COLLOQUY comprises a collection of resources devoted to the global loyalty marketing industry. The flagship resources are COLLOQUY®, a magazine serving the loyalty marketing industry since 1990, Colloquy.com, the most comprehensive loyalty web site in the world, COLLOQUY’s Research and Educational divisions, and the COLLOQUY Network, a global network of consultants certified in COLLOQUY’s consulting methodology. Together they provide a worldwide audience of 30,000+ marketers with consulting, news, editorial, educational and research services across all industries and around the globe. http://www.colloquy.com
China International Business: Insight into a Changing China
中国外经贸：深刻洞察中国经济变化
China International Business is the fastest-growing and most highly regarded English language business magazine in China. Our team of respected journalists and expert commentators cover the stories that matter for the people that matter, keeping our readers abreast of the latest news, trends and developments affecting their businesses in China.
Our readers are key decision-makers in foreign-invested enterprises across China.
《中国外经贸》是一本深受读者信赖的高端英文商业月刊。我们的团队包含资深记者及专家评论者,针对快速发展的中国商业环境提供深入分析和翔实报道,使我们的读者及时了解最新资讯,影响中国经济，商业发展及趋势的话题。其主要读者群是外商投资企业的决策人和经营者。
ChinaRetailNews.com: Inflation is causing odd pricing models to erupt in China, and urbanization is pushing China’s youth to ask for new features in the products they buy. How does this affect China’s retail landscape and what sort of ways are domestic and foreign companies handling this booming growth?
ChinaRetailNews.com focuses on providing daily news convering retail news in China about banking & Payment, Clothing, Cosmetics, Department Stores, Electronics, FMCG, Food & Beverage, Furnishings, Health, Hotel & Travel, Law & Order, Logistics, Luxury Goods, and Supermarkets. For more information visit: www.chinaretailnews.com
RSS: http://www.chinaretailnews.com/feed/
About Us: http://www.chinaretailnews.com/about-us/
Contact Us: http://www.chinaretailnews.com/contact-us/
ChinaNewswire.com & Xinwengao.com – China’s leading press release distribution platform provides English-language corporate press releases atwww.chinanewswire.com and Chinese-language at www.xinwengao.com. Xinwengao mean “press release” in Chinese–ChinaNewswire.com & Xinwengao.com are the best way for companies to share their latest information with stakeholders around the world.
RSS: http://www.chinanewswire.com/feed
About Us: http://www.chinanewswire.com/about-us
Contact Us: http://www.chinanewswire.com/contact-us
China Economic Review magazine, published monthly since 1990, is the premier English-language China business magazine, offering unparalleled insight into China business news and information. The magazine has developed a reputation for delivering authoritative, objective and respected commentary and analysis on China economic news and trends. The magazine offers expert analysis of latest development, interviews with China experts, in-depth feature stories, and spotlight on China’s stock market industry overviews, with monthly supplements on the key sectors. China Economic Review was the Honorable Mention of the 2008 SOPA Award for Excellence in Business Reporting.
CRMXchange is a premier web site dedicated to providing information in an interactive environment for CRM/Contact Center professionals.The site offers white papers, newsroom, monthly columns, a showcase for products and services for the industry, and free webinars on a variety of CRM and Contact Center issues.http://www.crmxchange.com
The Mind Commerce® mission is to provide customized research, consulting, training, and writing services for the telecommunications and IT industry within our areas of expertise. Mind Commerce clients include manufacturers, developers, service providers, industry organizations, and government. Mind Commerce partners include various leading firms in the telecommunications industry. Mind Commerce differentiates itself from its competition by meeting the unique needs of its clients through customized product development and service delivery.
www.mindcommerce.com
LoyaltyMagazine.Com is the indispensable information source for all loyalty and customer-focused professionals. Featuring daily news from around the world, features, market intelligence and analytical articles from loyalty experts
There is no point in spending a fortune bringing in new customers, if the old ones are leaving in droves. Let our team of experienced and highly informed journalists help you keep one step ahead of the competition.
Read LoyaltyMagazine.Com every day for the latest on CRM, call centres, loyalty rewards, green loyalty issues, customer data, prepaid cards and the market from international contributors with impressive industry track records. Subscribers also receive a weekly email update with all the week’s latest news.
Subscriptions are £98 (one year) and £166 (two years). To subscribe please call Maxine Wernick on +44 (0)1572 820088 or email subscriptions@cm-media.net
The Journal & Resource for Customer Service Managers & Professionals bring you news, tools, articles & resources. CSM aims to be the website of choice for Customer Service Managers & professionals. A community that grows every day with people who are passionate about great customer service!
We always appreciate your feedback and suggestions, especially regarding the topics you would like us to cover on the site – and if you are a budding writer it would be great if you could contribute an article or two! Join CSM to access members only areas, use our forms, ask the experts and receive our newsletter
This event will be held at a The Langham, Yangtze Boutique, Shanghaion 15-16 September 2010.
The Langham, Yangtze Boutique
740 Han Kou Road, Shanghai, 200001, P.R. China
Contact: Tracy Gao / Jing Gu
Reservation Sales Agent
Tel: (86) 21 6080 0800
DID: (86)21 6080 0805/06
Fax: (86) 21 6080 0898
Email: tlsha.rsvn@langhamhotels.com
We recommend our delegates to book the hotel rooms early as there are only limited rooms available at Corporate Rate. Kindly contact the following for reservation.
Please quote 2nd Annual Customer Loyalty Asia Programme (CLAP) & CRM Summit 2010 organised by Neoedge when you book to enjoy Corporate Rate. Thank you!
Please enter the following information for each delegate. All fields marked with an asterisk are required. Upon receiving your submission, we will contact you within one working day to confirm your participation.
Event Name: LCRM
Venue: Shanghai
Dates: 15-16 September 2010