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London, 15 March, 2005. The Masterclass sessions taking place at Customer: Strategy & Management 2005 (Customer) will give delegates the exclusive chance to receive advice from leading industry experts on how best to integrate their business strategy, people and technology around their customer needs. The series of intensive interactive workshops will run alongside Customer 2005, the UK’s only dedicated exhibition and conference for integrated customer management solutions, when it takes place from 28-29 June 2005 at the Birmingham NEC, UK.

The Customer 2005 programme will also feature Strategy & Management, People & Culture and Technology tracks, in a modular format, enabling delegates to tailor the conference programme to meet their specific needs. As part of the Customer 2005 Conference programme, the Masterclasses will be a series of four half-day sessions, tackling the following topics:

MO1: Creating a Customer Centric Culture
Releasing & directing the energy of customers to implement radical change
· Hear how to assess the levels of customer focus and energy in your organisation
· Learn ways to bring the customer voice into your organisation/team to cause rapid change
· Discover how to create a culture of customer focus in your organisation
· Get ideas on how to get everyone energised and on board so they take ownership for delivering results
· Identify methods for measuring the success of your programme to the business
Presented by David Robertson, Managing Director, Attiva Ltd

MO2: Aligning Business Capabilities to Deliver Customer Strategies
Why should you become more customer centric and how you can achieve it
· Gain insight into the customer centricity capability profile of your organisation, and create a gap analysis showing your relative strengths and weaknesses
· Get free access to the online tools and data which you can use to gather more data and insight about customer management capabilities within your business
· Take away a copy of Home Run, the business board game designed to help engage all parts of the business in better understanding the target options

Presented by David Rance, Managing Director, Round (UK) Ltd

M03: Business Intelligence
Gaining Customer Insight through Analytics
· Understand the links between research & analytics to deliver real customer insight and predict future behaviour
· Hear about the common mistakes firms make in using analytics, and how to avoid them
· Gain insights into the benefits sophisticated modelling, targeting and segmentation techniques can deliver
· Learn why distribution and communication channels are so important when maximise revenue data held.
· Identify methods for evaluating the impact of improved information on the bottom line
· Discover where the leading edge players are going with analytical marketing
Presented by David Selby, Advanced Analytics and Optimisation Consultant, IBM Business Consulting

M04: The Customer Journey
Sense & Respond: The journey to customer purpose
· Learn to view your organisation from the perspective of your customers and understand how customer purpose defines customer value
· Get tips on how to change the mindset of employees and managers enabling them to continuously sense what matters and respond efficiently
· Ideas on ways to inspire your employees to engage with your clients, suppliers and customers with increasing competency and confidence
· Discover how to create a new operational framework across your organisation ultimately creating a customer value enterprise
Presented by Stephen Parry, Managing Director, Transform4 Ltd

“Successful customer relationship management is, or should be, a joined up management approach to winning, keeping and growing profitable customers,” explains Mark Abay, Event Director, Customer 2005. “It therefore combines business strategy, people and technology – integrating front office applications and departments with back office applications and departments. The high-level Masterclass Sessions at Customer 2005 will provide delegates with the opportunity to benefit from the knowledge and experience of industry professionals and take away practical solutions successfully integrate customer management solutions.”

For more information about Customer: Strategy & Management 2005 and to register for free entry to the event, please visit


Notes to Editor:

About CMP Information
CMP Information is the UK-headquartered professional media division of United Business Media plc.

Operating in the UK, US, Asia and Europe, CMPi delivers business media solutions to a number of industry sectors. Its products including magazines, exhibitions, conferences, awards, directories and websites are targeted at business professionals across a range of markets; these include Building & Property, Healthcare, Entertainment, Travel, Agriculture, IT & Games and Print.

Amongst its well-established brands are industry leading publications including Guitar Player, Building, Pulse, Travel Trade Gazette, Building Design, Property Week, Music Week, and Chemist & Druggist. CMPi also has a number of leading directories, compendiums and information services such as the Building Product Compendium, Benns Media, The Knowledge and the Professional Series. It also has a number of exhibitions recognised as the pre-eminent events in their respective market sectors. These include CPhI, FIE, The Interiors Event, ACPO, International Fire Expo and IFSEC.

CMPi’s magazines reach over 1.3 million readers directly through subscription, newsstand and controlled circulation, while over 250,000 business professionals and marketers visit its exhibitions each year. CMPi has approximately 1,000 employees and in 2003, CMPi’s revenues totalled £135m and its profits were £25.3m, providing around 25% of UBM’s group operating profits.

For further information, please contact:
Sarah Tanner
PR Executive
CMP Information

t: +44 (0) 20 7921 8522|m: 07730 679912|f: +44 (0) 20 7921 8549
CMP Information Ltd|Ludgate House|245 Blackfriars Road|London|SE1 9UY||

This press release was distributed by ResponseSource Press Release Wire on behalf of CMP Europe in the following categories: Business & Finance, Computing & Telecoms, for more information visit