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London, 17 May, 2005. Nationwide Building Society, Scottish Water, LEGOLAND, Epson and Liverpool John Moores University are just some of the high-profile organisations to be used as case studies in the Customer: Strategy & Management 2005 conference programme. Launched by CMP Information, the organisers of the award-winning Call Centre Expo and Technology For Marketing, Customer 2005 is the UK’s only dedicated exhibition and conference for integrated customer management solutions and will take place from 28-29 June 2005 at the Birmingham NEC.

“As customer expectations escalate, more and more emphasis is placed on achieving a successful customer management strategy,” explains Mark Abay, Event Director. “This no longer means merely purchasing and installing the latest CRM software. Successful customer management must be an integrated approach including business process, people and technology and involve a variety of customer-facing departments. The Customer 2005 Conference will provide delegates with the opportunity to hear real-life case study material from the organisations that have experienced great successes in this field. Respected authors, research bodies and leading industry consultants from a wide-range of sectors will share the best tried and tested solutions to a variety of problems faced by companies looking to improve their customer management.”

Divided into three tracks, Strategy & Management, People & Culture and Technology, the modular Customer Conference Programme will allow delegates to create a tailored programme focussed specifically to their own needs. Single sessions cost just £49, with discounts available for multiple bookings. Running alongside the Customer 2005 exhibition, the Customer 2005 Conference programme includes the following sessions:

Strategy & Management Track, sponsored by Oracle
· Norwich Union: transforming good customer service into great
- Presented by John Willmott, Director of Customer Service - Partnerships, Norwich Union Insurance & Lyn Etherington, Director, Cape Consulting Ltd.

· The C in profit - how customer profitability is shaping customer strategy
- Presented by Robin Gleaves, Consultant, KitshoffGleaves & Company Limited

· Delivering on your customer promise
- Presented by Barry Lawson, Head of Customer Service, Support Group, Scottish Water

· Can relationship marketing ROI truly be measured?
- Presented by Dr. Julie Tinson, Lecturer, University of Stirling & Barry Noble, Director, Tpoll Market Intelligence Ltd

People & Culture Track, sponsored by Merchants
· At the leading edge - implementing CRM & managing change to achieve business advantage
- Presented by Michele Ibbs, Pro Vice Chancellor (Marketing & Collaborative Partnerships), Liverpool John Moores University

· Competitive advantage through branded conversations - how organisations can realise the benefits of distinctiveness
- Presented by Simon Glynn, Senior Partner, Lippincott Mercer & Mike Havard, Founder & Managing Director, CM Insight

· Motivating people to deliver the brand
- Presented by Naomi Lever, Head of UK HR, LEGOLAND & Peter Sloan, Managing Consultant, Kaisen Consulting Ltd

· Fire-up your work people to deliver exceptional customer service
- Presented by Mary Gober, Founder of Mary Gober International

Technology track, sponsored by Microsoft Business Solutions CRM
· Out of the back office & into the board room - successfully harnessing the benefits of new technology
- Presented by Chris Huggett, Senior Director, Vertical Markets, Cisco Systems EMEA

· Marketing automation at Central Trains
- Presented by Simon Davis, Managing Director, Market Developer Limited

· Determining which CRM deployment method is best for your organisation
- Presented by Oliver Morris, Project Manager, Airclaims Ltd & Annette Giardina, CRM Business Director, Aspective Limited

· Creating seamless customer centric operations across a multi-channel environment
- Presented by Matthew Caswell, e-service Team Leader, Epson (UK) Ltd & Anand Ranthidevan, European Product Manager, Talisma Limited

To view the entire Customer 2005 Conference Programme, or for further information on Customer: Strategy & Management 2005, please visit or call the visitor hotline on +44(0)870 429 4364.


Notes to Editor

- Photography of individual conference speakers is available upon request, please email or call Sarah Tanner on 020 7921 8522.
- If you are interested in further information from speakers, or to speak to them directly, please email or call Sarah Tanner on 020 7921 8522.
- Entrance to the Customer 2005 Conference programme is free for registered members of the press, subject to availability. If you are interested in attending any of the sessions then please email or call Sarah Tanner on 020 7921 8522 with details of the sessions to confirm availability.

About Customer: Strategy & Management
Customer 2005 will take place from 28-29 June 2005 at the Birmingham NEC. The exhibition and conference is organised by CMP Information, the organisers of Call Centre Expo, Technology For Marketing, The Call Centre Executive Forum and publishers of CCF magazine. For further information on the event, please visit

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

Operating in the UK, Asia and Europe, CMPi provides creative business media solutions to around 20 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, Print, Customer management & ATC.

Amongst its well-established brands are industry leading publications including 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 660,000 readers directly through subscription; newsstand and controlled circulation, while over 330,000 business professionals and marketers attend its exhibitions each year. CMPi has approximately 1,000 employees around the world and in 2004, CMPi’s revenues totalled £159m and its profits were £33.6m

For further information please contact:

Sarah Tanner
PR Executive
CMP Information

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

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