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Conference Speakers
Keynote speaker: Don Peppers
Founding Partner, Peppers and Rogers Group
Recognised for over a decade as one of the leading authorities on customer-focused
relationship management strategies for business, Don Peppers is an acclaimed author
and a founding partner of Peppers and Rogers Group, the world’s leading
customer-centred management consulting firm. Don’s vision, perspective and
thoughtful analysis of global business practices has earned him some significant
citations by internationally recognised entities. The Chartered Institute of Marketing
cited Don among their inaugural listing of the 50 “most influential thinkers
in marketing and business today.”
Don’s expertise and clear concise way of thinking places him in high
demand as both a speaker and a management advisor with Fortune 500 executives
and entrepreneurs seeking to identify their most valuable customers, increase
customer satisfaction, and improve ROI. He is a popular voice among editors
and the media, both online and in print, and is the co-author, with Martha Rogers,
Ph.D., of a series of international best sellers that have collectively sold
over a million copies in 14 languages.
The One to One Future (1993) was named by Inc. magazine’s editor, George
Gendron as “one of the two or three most important business books of all
time,” and is considered by many as the bible of the CRM revolution. The
authors have published the first CRM textbook for university use in graduate
level courses, Managing Customer Relationships (April 2004). In addition, the
authors are finalising their newest business book, Return On Customer sm, scheduled
for publication in early 2005.
Ksenija Krunic
Principal Engineer
Verizon Wireless
Integrating CRM techniques with predictive models built from customer
data has proven very effective in preserving Verizon Wireless' customer base.
The methods used and experience gained through the project will be presented
providing invaluable insight for attendees who are involved in similar challenges.
- The issue: The growing churn problem in the wireless industry
- The solution: Utilizing predictive modeling for understanding customer behaviour
- Designing effective and relevant marketing campaigns to address discovered
risk segments; CRM in action
- How to absolutely maximize your ROI: predicting campaign takers
- Saving customers and minimizing the cost - real life experience
- Success created avalanche of the new requests: Into the "revenue generating"
models now!
Marcel Holsheimer
Vice President, Vertical Product Marketing, SPSS Inc.
Founder and Former President of DataDistilleries Inc.
Marcel Holsheimer, an acknowledged visionary in the field of analytics,
will use real-life customer testimonials to illustrate the powerful ROI that
results from integrating predictive analytics applications into customer relationship
management initiatives. Marcel will discuss how these applications are being
used today to better target direct marketing activities, increase customer acquisition
and retention rates, and reduce overall costs. In addition, Marcel will introduce
new predictive technologies impacting corporate call centres – enabling
call centre agents to conduct real-time cross-sell, up-sell and retention efforts
while they are on the phone with customers.
Colin Shearer
Vice President of Customer Analytics, SPSS Inc.
Colin describes how, by leveraging data from all your multiple touch-points,
such as, unstructured text from comments or your call centre, web interactions,
attitudinal data from surveys along with your organisation’s behavioural
and transaction data gives you a measurable, bottom-line improvement. He shows
that by getting this 360 degree customer view allows for richer analysis and
more accurate prediction. Hear how using real-time predictive analytics from
SPSS, will result in getting the right offer, to the right customer, at the
right time through the right channel to maximise your “customer equity”.
Jack Noonan
President and Chief Executive Officer, SPSS Inc.
Jack Noonan has over 30 years experience and expertise in the technology industry
- he became president and chief executive officer of SPSS Inc in January 1992.
In this presentation Jack will share his vision and understanding of the importance
of real-time predictive analytical capabilities for today’s businesses
if they are going to compete successfully. Hear Jack's view of the Predictive
Analytics market and how it is leading the way in helping organisations get
a real return from their data and technology investment.
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