Events

As competition and business pressures grow stronger and revenue and margins get squeezed; how do you ensure that the business focus is on customer loyalty and revenue generation? - How do you grow revenues and make sure your customers stay loyal at the same time?

This breakfast event will be held at Oracle BVP Birmingham and coincides with Service Management Europe exhibition.

The Forum will comprise a small group of selected customers and prospects who will be attending the NEC Service Management conference and who are particularly interested in considering service management solutions.

The discussion forum will last 2 hours, with a focus on the current trends and issues driving the need for improved solutions and the value they would provide.

Attendees will gain insight into:
the leading research on IT systems and trends
issues including benchmark of cost to serve 
Network with peers
Have the opportunity to bring questions and issues to open debate
Learn more about Noventum's Service Innovation Research Programme 
Experience the UK book launch for 'Service Economics' Published by Noventum 

THE SERVICE SUPPLY CHAIN OF THE FUTURE WILL BE SMARTER!

This webinar will consider the key issues and challenges that Service Supply Chain Management must face in the current economic climate and in preparation for the inevitable upturn. From our client work and research we have identified a number of areas that Supply Chains must address in order to stay competitive and meet customer changing needs. Moreover this webinar will give you insight into the importance of cost containment and how Service Supply Chains can add value and help you to improve bottom line results. The answer lies in establishing a SMARTER Service Supply Chain.

You will also learn how to overcome the major challenges of;
- Supply Chain Visibility
- The importance of Collaboration and reducing Risk
- Coping with Increasing Customer Demands
- Globalisation
- Ensuring KPI’s are directly linked to results

Join this live Webinar to hear Maarten Pruijmboom, Senior Consultant at Noventum Service Management Consultants and Donal Lynch, Senior Consultant at Noventum Service Management Consultants and former VP Global Service Parts at Wartsilä on these Future Trends in Service Supply Chain Management

Service Economics is not intended as a buzz phrase it is an attempt to explain service in terms that the Board will fully align with and recognise as valuable. The aim of our research and the topic of the "Executive Summit -Service Economics" is to develop further understanding and develop the new economic rule book to play by when defining a sustainable service strategy and running a successful service business.

VOICE Days plus 2010 is the autumn event for customer interaction in service and focuses on customer experience, service automation, processes / collaboration and performance management.

The some 4,000 trade visitors can look forward to a mix of information, practical knowledge and networking on 12–13 October. At the trend-setting congress, many top speakers present lasting customer experiences and give insights into their customer services, including: Thomas Reitstetter, Baur; Albert Hirsch, buch.de; Marcell D’Avis, 1&1; Uwe Nowak, IBM; Johannes Wesp, Deutsche Telekom; Philipp Dostal, Hotel.de and Max Wittrock, mymuesli.de.
 

VOICE Days plus 2010 is the autumn event for customer interaction in service and focuses on customer experience, service automation, processes / collaboration and performance management.

The some 4,000 trade visitors can look forward to a mix of information, practical knowledge and networking on 12–13 October. At the trend-setting congress, many top speakers present lasting customer experiences and give insights into their customer services, including: Thomas Reitstetter, Baur; Albert Hirsch, buch.de; Marcell D’Avis, 1&1; Uwe Nowak, IBM; Johannes Wesp, Deutsche Telekom; Philipp Dostal, Hotel.de and Max Wittrock, mymuesli.de.
 

Companies starting a Service Transformation often encounter Process and IT issues such as how to balance standardisation without being monolithic, how to effectively redesign processes and implement them in systems, and how to avoid a disruptive big- bang approach, as well as many other challenges.

Companies starting a Service Transformation often encounter Process and IT issues such as how to balance standardisation without being monolithic, how to effectively redesign processes and implement them in systems, and how to avoid a disruptive big- bang approach, as well as many other challenges.

Building a Smarter Supply Chain for the Future

There is a clear need to drive innovation into best-class organisations proving to top tier management and directors, that there is a need to change intrinsically throughout every aspect of the organisation. Indeed the future Supply Chain will be Smarter, will positively impact cost reduction, add value and improve bottom line results.

In order to recognise the power of the supply chain, our research will demonstrate;
- The importance of collaboration and risk reduction
- Why investment in technology will enable visibility across the supply chain
- The need to link KPI’s to increasing customer demands
The research will help further define the challenges in moving towards globalisation in your supply chain.

We felt that a new initiative in the customer survey area was needed. Many of our clients, researchers in the academic field and Noventum partners, felt that present day customer satisfaction and loyalty surveys were not up to standard anymore; they are old fashioned. Results remain unaltered over many years. Outcomes can usually be predictable and easily explained. We are not being forced into action. There is no inspiration. The standard formula has run out of fuel. Time for a change!

Companies starting a Service Transformation often encounter Process and IT issues such as how to balance standardisation without being monolithic, how to effectively redesign processes and implement them in systems, and how to avoid a disruptive big- bang approach, as well as many other challenges.

“We measure the hell out of everything” one of our guests ironically remarked in London, at the coffee table following the Düsseldorf meeting on Customer Satisfaction Surveys (CSSs). “Customer Satisfaction Surveys are not dead at all…” one of the other participants remarked. A wide variety of directors, all from renowned companies, exchanged their experiences again on this subject.

“We measure the hell out of everything” one of our guests ironically remarked in London, at the coffee table following the Düsseldorf meeting on Customer Satisfaction Surveys (CSSs). “Customer Satisfaction Surveys are not dead at all…” one of the other participants remarked. A wide variety of directors, all from renowned companies, exchanged their experiences again on this subject.

 The Service & Maintenance Congress stands for innovation in service and maintenance processes at strategic and operational level. The congress and exhibition is for people involved in performance improvement of service and maintenance.  

This will be an excellent opportunity to network with many peers from various industry sectors in the Netherlands and share knowledge, innovation and best practices.

The companies most successful in creating profitable service operations consider strategic solutions, as they have understood the necessity of driving growth of service as the key business differentiator; and the value of launching and promoting a successful service business. 

The companies most successful in creating profitable service operations consider strategic solutions, as they have understood the necessity of driving growth of service as the key business differentiator; and the value of launching and promoting a successful service business. 

Generating growth seems to be top of all companies agenda; together with the focus of people capability and performance – how should you develop and transform your staff into a skilled customer-interface team?

Some of the challenges you may be facing when assessing and developing your personnel include:

Powerful People Performance
• Retaining and motivating your best people
• Developing, managing and retraining your staff providing them with the new tools to survive and meet the evolving needs of your customers
• Assessing technical and customer handlng competencies and educating your staff in new process adherence to ensure optimum output
• Managing HR recruitment and redundancy

Enhancing the brand experience
Improving Customer Satisfaction and Loyalty
Improving the Customer Experience
Generating More Revenue from Existing Customers

These challenges are further complicated by the ongoing need to provide a fully sustainable delivery capability in terms of cost and performance.

Be Perceived by your Customers as an Innovative Sustainable Organisation

This webinar will address these challenges and provide solutions that will enable you to take action with confidence into delivering Powerful People Performance.

• Get closer to key customers:
  – Working in partnership with the customer to build strong long term relationship 
  – Establishing an ongoing and in-depth dialogue with customers to define their business challenges 
  – Understand how customers experience value, from both tangible and intangible benefits
   
• Strengthen the service propositions: 
  – Focus on cost, business case, and risk reduction for the customer. 
  – Addressing the business challenges of customers, utilising technology in the context of the customer's business 
  – Offerings that address the issues of cost containment, sustainability and response
   
• Focus on high quality service delivery: 
  – Deliver existing business and win new business, to scale-up, innovate, and respond. 
  – Best perceived quality will maintain consistently high price levels and contribute to building the Brand 
  – Growth of service revenues can only be achieved through standardisation 
  – Customers increasingly demand standardisation of their experience through design and management of all elements of the service experience delivery
   
• Deliver consistent, reliable, repeatable and sustainable solutions: 
  – Provide compelling and cost-effective propositions 
  – Services need to be designed and developed just like products. Doing so will make it possible to deliver high quality services to fulfil customer expectations
   
• Establish more effective remote support: 
  – The model will move towards a faster, lower-cost, and effective remote support

As Europe is moving into the next economic cycle, Service Managers are now experiencing immense pressure to deliver profitable growth; and are faced with the many challenges in creating a mature service capability, that will be able to provide the customer with a unique brand experience, ensuring value for money and brand loyalty. 

As part of the Service Leadership Programme, the Service Management Leadership Course is a concise and integrated guide to successful service transformation; aimed at senior service managers and directors, with several years of experience, who would like to ramp up their service capability and find ways to profitable growth. It is facilitated by Noventum partners and senior consultants, with over ten years of service management expertise in assisting large multinationals and medium size companies into successful service transformation and brand enhancement. The course will also include real life case studies.

As Europe is moving into the next economic cycle, Service Managers are now experiencing immense pressure to deliver profitable growth; and are faced with the many challenges in creating a mature service capability, that will be able to provide the customer with a unique brand experience, ensuring value for money and brand loyalty. 

As part of the Service Leadership Programme, the Service Management Leadership Course is a concise and integrated guide to successful service transformation; aimed at senior service managers and directors, with several years of experience, who would like to ramp up their service capability and find ways to profitable growth. It is facilitated by Noventum partners and senior consultants, with over ten years of service management expertise in assisting large multinationals and medium size companies into successful service transformation and brand enhancement. The course will also include real life case studies.

As Europe is moving into the next economic cycle, Service Managers are now experiencing immense pressure to deliver profitable growth; and are faced with the many challenges in creating a mature service capability, that will be able to provide the customer with a unique brand experience, ensuring value for money and brand loyalty. 

As part of the Service Leadership Programme, the Service Management Leadership Course is a concise and integrated guide to successful service transformation; aimed at senior service managers and directors, with several years of experience, who would like to ramp up their service capability and find ways to profitable growth. It is facilitated by Noventum partners and senior consultants, with over ten years of service management expertise in assisting large multinationals and medium size companies into successful service transformation and brand enhancement. The course will also include real life case studies.

As Europe is moving into the next economic cycle, Service Managers are now experiencing immense pressure to deliver profitable growth; and are faced with the many challenges in creating a mature service capability, that will be able to provide the customer with a unique brand experience, ensuring value for money and brand loyalty. 

As part of the Service Leadership Programme, the Service Management Leadership Course is a concise and integrated guide to successful service transformation; aimed at senior service managers and directors, with several years of experience, who would like to ramp up their service capability and find ways to profitable growth. It is facilitated by Noventum partners and senior consultants, with over ten years of service management expertise in assisting large multinationals and medium size companies into successful service transformation and brand enhancement. The course will also include real life case studies.