LONDON, 30th June 2006: Customer: Strategy & Management, in its second successful year, demonstrated that integrated customer management is even higher on the agenda of senior management. Customer 2006 was well received by exhibitors and visitors alike, with an increase in total attendance and most importantly a marked increase in both their seniority and the budget they had allocated to customer management solutions. The event, once again proved to be the place to source customer management solutions - from CRM and customer profiling & analysis, through to consultancy, training and change management - to help organisations acquire, retain and grow more profitable customers, and took place on 21-22 June 2006, NEC, Birmingham.
“It is clear from both the visitor research and this year’s Customer event that there is an increasing thirst for products & services and examples of how to make them work, proving that implementing an effective customer management strategy is top of mind for senior management,” explains Simon Mills, Event Director, Customer: Strategy & Management. “Organisations are looking at overall strategy first then the blend of technology solutions coupled with training and consultancy.”
These sentiments are also clearly demonstrated within the visitor research with 75% of respondents indicating that their customer strategy is led at board level and 80% of the attendees were from senior management positions or above, an 8% increase from the 2005 event. An encouraging 54% of the visitors came to the show with an existing customer management strategy in place and were looking for ways to integrate and fine tune their procedures, while 39% of the attendees used Customer 2006 as a starting point to develop and then implement their strategy. Over half the visitors stated that they are in active buying and investigating cycles and 50% expected their budgets for customer management products & services to increase by at least 10% in 2006. The showfloor was therefore filled with senior decision-makers ready and willing to invest in their customer relationships, reporting a combined customer management budget of over £400 million.
Collin Terry, Managing Director of New Wave Learning, explains, “We were constantly busy talking to high quality visitors actively looking for performance support solutions to address their corporate points of pain. We gathered 50 plus leads, set up follow up appointments onsite and have subsequently visited and demonstrated our products and services to leads we met for the first time at the show. We are now actively pursuing these opportunities. Customer 2006 was an excellent vehicle for us.” While Gary Edwards, Channel Manager of Super Office, confirmed this; “It was the one exhibition that I was not watching the clock! We had a steady influx of decision-makers on our stand. We and our partners were meeting the right people willing to make decisions through an impressive number of channels.”
"Customer 2006 was a great toe in the water for us,” said Robin Gleaves, Partner, Customer Value Associates. “It was the first time we have taken a stand and it was literally stampeded after the seminar session we ran with visitors who were really interested in what we do." While Harry Walston, Business Development Manager, Wyvern DM said: “Wyvern regularly attends major exhibitions such as Technology For Marketing but CSM was a first for us this year. We were extremely impressed with the calibre and seniority of the attendees and already have several meetings organised with major organisations. Money well spent!”
Angela Kelly, Head of Marketing at CDC Software – Pivotal, commented, “We identified some real business opportunities at Customer 2006.” Finally, Andrew Aldred, Marketing Manager Charter UK, explains, “This was the first year we did the show, we took a risk on it and it has paid off. Customer 2006 was an extremely productive 2 days for Charter UK and we have identified some excellent opportunities. I am pleased to say we have already signed up for 2007...only next year we will need a bigger stand!"
Some of the other highlights of Customer 2006 included:
- 25% more exhibitors than in 2005 and a broadening the editorial balance of the show
- Increase in total attendance *
- Over 500 visitors attended the high-level keynotes over the 2 days
- The VIP scheme was once again highly successful hosting over 300 senior executives
- Over 2,800 seats were filled over the 2 days in the free seminar programme
- The Great CRM Software Debate pitted rivals Oracle, Sage, SalesForce.Com and Microsoft against each other in a thought provoking discussion on the future of CRM in front of 200 interested visitors
- Management Consultancy Clinic- hosted by Softlab
Plans for 2007
CMP Information also announced its exciting plans to co-locate Customer with CMP’s sister event Call Centre Expo in 2007. This strategic collaboration will produce two separate and distinct events yet offer visitors and exhibitors a unique and unrivalled aggregated offering: a greater number of qualified buyers and a broader range of solutions, in one place - at one time, at a more convenient time of year.
“Over a third of visitors to Call Centre Expo 2005 registered an interest in sourcing CRM technology, while 28% of Customer: Strategy & Management 2006 pre-registered visitors indicated that they are looking for call and contact centre solutions, yet only 97 visitors attended both events in 2005,” explains Simon Mills, Event Director, Customer: Strategy & Management, CMPi. “Therefore exhibitors from separate events will benefit from overlapping visitors through meaningful cross-over points.”
Each show will maintain its individual name, focus, identity, brand and marketing campaigns. Both events will have their own separate entrances, while the cross-over points will be built on the showfloor allowing visitors to consciously cross to the other event - ensuring that exhibitors only speak to appropriate buyers. In addition, each show will provide a highly focussed and targeted education programme specific to its audience. They will however share appropriate features such as the inspirational keynotes and the enhanced VIP Scheme.
Wendy Yan, Marketing Manager of Round sums up, “The co-location is excellent news for us as it will put Round in front of an even greater relevant audience.”
With significantly improved exhibitor rebookings and the market keen for the co-location in a climate where effective customer management is ever more vital Customer: Strategy & Management seems set to be another resounding success.
Notes to Editor:
* Total attendance 1,548 (1,137 pure visitors, 411 other) – subject to ABC Audit
· Photography of the Customer 2005 is available upon request. Please either contact Joni Watson on 020 7921 8522 or email firstname.lastname@example.org with details of your requirements.
About Customer: Strategy & Management
Customer: Strategy & Management was launched in 2005 by CMP Information’s award winning team that created Call Centre Expo and Technology For Marketing. Customer: Strategy & Management is the UK's only event dedicated to helping organisations to acquire, retain and grow more profitable customers. Covering products and services to maximise relationships with customers throughout their entire customer lifecycle, the exhibition takes place, for the third time, at the NEC, Birmingham on 26-27 September 2007.
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.
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