indiatimes Strategy Summit
featuring
Don Peppers
on 17th August, 2004 at Mumbai
on 19th August, 2004 at Delhi

* Maximising your Return on Customer *

At this exclusive full day Summit, Don Peppers, the world's leading strategist on CRM will share his latest insights on how CRM can be part of a fully integrated value chain and create great customer experience. He will bring home his vision and methodology through powerful real world examples.

Don Peppers will address the audience through four interactive modules, designed to explore the issues involved in maximizing a firm's ROC - Return on Customer - a measurement that can be used as an internal benchmark for progress in centering your management team's efforts around customers. It is a measurement for valuing your customer base

About Don Peppers

Recognized for over a decade as the leading authority on Customer Relationship Management (CRM) business strategies, Don Peppers is an acclaimed author and a founding partner of Peppers & Rogers Group, the world's leading customer-focused management consulting firm. Don's vision, perspective and thoughtful analysis of global business practices has earned him some significant citations by internationally recognized entities.

Summit Program

• Module One introduces the ROC concept and explores its implications, reviewing many of the current "best practices" when it comes to customer-oriented business.

• Module Two explores the four principle implementation steps that underline the successful creation and management of individual customer relationships.

• Module Three reviews the three principal reasons behind the failure of customer-oriented strategies and CRM technology implementations.

• Module Four challenges seminar participants to use what they have now learned to think through a variety of ethical dilemmas commonly faced by business and business executives.

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