Survey Research and Enterprise Feedback Management (EFM) Breakout Sessions
Hear about the latest developments in survey and market research, and learn how to streamline every step of the survey process, from data collection to analysis to reporting. Also, discover how customers are engaging with the voice of their customer as part of their enterprise feedback management (EFM) strategy has to offer.
Speakers and session(s) subject to change.
Some sessions might apply to more than one track.
Click here for the complete agenda
Customer Feedback Management and the Predictive Analytics Platform
Federico Cesconi
Head of Customer Insights and Retention
Cablecom GmbH
Switzerland
Swiss digital service provider Cablecom has seen a dramatic transformation in their business. The company went from being a television provider in 2000 to offering a full range of broadband, fixed-line phone, mobile phone and digital TV in 2007. Today, only 50 percent of revenue is from television. In that time, consumer take-up has increased to saturation point and competition has increased, so the need to acquire new customers has been replaced by an urgency to retain existing ones.
Addressing that issue, the company began using the SPSS-based Customer Feedback Management methodology from Peppers & Rogers Group, providing a predictive analytics platform to assess customer satisfaction at different touch points. Data is collected together to calculate a range of values, which are then incorporated into sales and marketing activities to increase customer loyalty, increase customer satisfaction, and decrease churn.
In this session, Cablecom will discuss how it calculated Customer Lifetime Value and Net Performer Scores with SPSS, and how it has turned these results into real actions which can improve relationships with customers. If you would like to learn how to accurately identify customer trends and use that strategic information to make key decisions, you don’t want to miss this presentation.
Breakout Session 5 : Tuesday, 15 May 2007
From daily production to realised vision: The use of Dimensions at Interview-NSS
René Spaans
Manager, Data Processing
Martin Wertwijn
ICT Manager/Web- and Samplecenter
Interview-NSS, part of Synovate
The Netherlands
Most companies are familiar with the following predicament: many ambitious objectives but no time to realise them all. In this presentation, Interview-NSS will show you how they have used SPSS Dimensions to meet this challenge head-on by improving their workflow and product development with a clear vision in mind.
You will see examples of the different Dimensions products (including DimesionsNet, InterviewBuilder, mrScript, and mrInterview), and learn about the complementary applications Interview-NSS developed themselves to optimise their processesYou will also learn how the integration of Dimensions into your day-to-day processes can help you to accomplish more with fewer people, less communication, fewer mistakes, and lower costs.
Breakout Session 6 : Tuesday, 15 May 2007
Surveying Customers on the Move
Simone Hermandinger
Head of Sales Planning and Market Research
KTM Sportmotorcycle AG
Austria
Imagine being able to capture information while on the move. One company that knows the importance of this concept is KTM-Sportmotorcycle AG, a truly global motorcycle manufacturer who has gained all three podium positions in the 2007 Dakar Rally. Their goal was to take surveying technology to events in order to engage with the public, prospects and customers and identify their perceptions - obtaining and storing their feedback in real-time.
Enter Motion Computing, who has a 32 percent share of the tablet PC market, and worked very closely with SPSS to enable the use of Dimensions survey technology in these mobile environments. The session will demonstrate how this combined solution has been used at KTM to interview their customers no matter where they are. In addition you will see a demonstration of the technology and how it can be used in other industries.
Breakout Session 4: Monday, 14 May 2007
Championing the Voice of the Customer within the Predictive Enterprise
Heena Jethwa
Product Marketing Manager
SPSS Inc.
The Netherlands
CRM analytics, including data mining, have typically centred on behavioural
and descriptive data. This has led to a deeper understanding of customers’
buying patterns among various demographic segments. What it has not provided,
however, is insight into why constituent populations make certain purchase
decisions—or, for example, what motivates consumers to change product
or service providers.
In this session, we’ll discuss the value of attitudinal data—information
about a person’s preferences, opinions, and desires—within the larger
CRM context. We’ll also examine the benefits of treating attitudinal
data in the same manner as transactional data and descriptive consumer
information, making it a true corporate—and competitive—asset. We’ll
explain the advantage of combining attitudinal data with behavioural
and demographic information in data mining/predictive analytics modelling
efforts and touch on the role of new techniques such as text analysis.
By attending this session, you’ll learn what it takes to champion the
voice of the customer in the Predictive Enterprise.
Breakout Session 2: Monday, 14 May 2007
It Pays to Listen to Your Customers: An Enterprise Feedback Management Success Story
Simon Edwards
Manager, Strategic Analysis
HBOS BankWest
Australia
HBOS BankWest had a goal: to transform itself from a small regional bank to a national business bank by rapidly building market share. Their solution: implement a “Voice of the Customer” (VOC) program aimed at improving the customer experience. Come hear about how BankWest used SPSS Dimensions and SPSS for Windows to understand their customers, resulting in a 15 percent gain in customer satisfaction and market share within one year, in addition to a 30 percent decrease in market research costs. You’ll also find out how listening to the voice of their customers helped BankWest achieve 40 percent growth in business loans in 2006. In this presentation, you will learn how to implement Enterprise Feedback Management to cost effectively increase customer insight and ownership of the customer experience among business stakeholders.
Breakout Session 7: Tuesday, 15 May 2007
Optimising Product Planning through Online Surveys
Hennes Fischer
Senior Consultant
Yamaha Motor Europe N.V.
Germany
Yamaha Motor Europe (YME) has always used customer feedback to make sure that its latest motorcycle designs were on target. However, conducting focus groups or individual interviews with potential customers across Europe was both time consuming and costly. As a solution, YME implemented SPSS Dimensions for their online survey research. The flexibility of SPSS Dimensions has enabled the company to develop and deploy a powerful feedback tool. With the help of Dimensions, YME’s research now provides specific information that allows the product development team to conduct focus groups more effectively than before. The company has also been able to use SPSS mrTranslate to enable multi-lingual research projects across Europe.
Attend this session to learn how Dimensions’ online survey capabilities have given YME a leading edge in their product development by improving the turnaround time for feedback collection from customers all over Europe and enabling the company to proactively detect and mitigate problems with customer satisfaction.
Breakout Session 3 : Monday, 14 May 2007
Breakout Session 8 : Tuesday, 15 May 2007
Dimensions Author: A new way of building surveys
Kevin A. Gray
Senior Product Strategist
SPSS Inc.
United Kingdom
Be among the first to see Author, SPSS’ new product for creating surveys. This product allows someone with little prior experience—and no scripting skills—to quickly and easily create surveys with varying degrees of complexity.
You will see a demonstration of the new product and learn how it relates
to SPSS’ existing survey research products. You will also learn how it
can be used in a number of different business sectors.
If you are looking for an easier way to create surveys, whether they
are to be fielded by phone, on paper, online, or using mobile devices,
attend presentation. You’ll learn how Author will help you achieve the
rapid development of surveys while reducing the required skill level
of the survey creator.
Breakout Session 2: Monday, 14 May 2007
How Can I Hear the Voice of My Customer?
Kevin A. Gray
Senior Product Strategist
SPSS Inc.
United Kingdom
Organisations have multiple opportunities to collect feedback during many types of customer interactions, such as in call centers, Web sites, and through face-to-face interactions. But are you optimising your collection and use of this feedback to understand your customers’ wants and needs to boost your organisation’s bottom line?
This presentation will feature a practical demonstration of how SPSS Dimensions technology provides a Voice of the Customer (VoC) solution. Attend this session to see a demonstration of the entire process from survey design and multi-modal deployment to analysis and reporting. You will also learn about the benefits of integrating multiple types of data into your analyses, such as attitudinal and transactional data. If you are looking for ways to decipher what your customers are telling you, this session will offer the insight you are looking for.
Breakout Session 6: Tuesday, 15 May 2007
