It's a truism that "Customers buy a relationship, not a just a product, from you." Companies need to proactively implement and retain customer relationships if they want to continue selling their products long term.
The real goal is to understand and improve the areas of your business that drive customer loyalty. Once we know the experiences that we are trying to create, we can design initiatives to bring those experiences to light. This session will illustrate some practical ways that you can design customer loyalty to improve customer relationships.
About Tracey Ah Hee and Adam Ramshaw
Tracey Ah Hee is widely acknowledged as an expert in the field of customer management. Tracey has been responsible for numerous assignments in the development and implementation of customer management programs to reduce customer attrition and grow customer profitability. She specializes in the evaluation of customer bases and the implementation of programs to retain and grow customer value. Her clients include top tier corporations in telecommunications, retail, and financial services. Tracey's banking clients make up 33% of the Standard & Poor's AAA-rated banks worldwide.
She is a prominent speaker on business transformation from a product- to a customer-focused environment through a combination of customer management, closed loop marketing and service delivery.
Tracey recently presented at the 2009 Australia Week Forum in New York and Los Angeles hosted by the Australian Government.
Adam Ramshaw is the founding partner of Genroe’s customer analytics division and plays a major role in the strategic growth of the organization. He has 20 years global and local experience in measuring and managing customer management challenges and advises major corporations on how best to leverage their customer information. Ramshaw is a speaker, both domestically and internationally, on developing and implementing customer-focused data analytics to achieve optimal return on customer investment.
Prior to Genroe, Ramshaw held senior executive roles in the US and Australia for leading organizations in IT, telecommunications and financial services.
