Title: Customer Experience Management in Service Organisations
Closed
Description:
This event will be held in Dutch language.
Customer experience ofwel klantbeleving is de totale perceptie die bij de klant ontstaat over een bedrijf en haar producten en diensten als gevolg van alle informatie, indrukken en interactie met het bedrijf waaraan die klant werd blootgesteld.
Title: Live Roundtable: Who owns the service process?
€75
Description:
The process gap
Service managers require ever more sophisticated processes to enable delivery of ever more complex services. IT departments want to manage the complexity in IT applications and prefer to revert to Best of Class software vendors, whom they expect will come with a ‘standard’ solution. The fact is that most service IT projects do not deliver the expected results for either party.
Title: Live Roundtable: Who owns the service process?
€75
Description:
The process gap
Service managers require ever more sophisticated processes to enable delivery of ever more complex services. IT departments want to manage the complexity in IT applications and prefer to revert to Best of Class software vendors, whom they expect will come with a ‘standard’ solution. The fact is that most service IT projects do not deliver the expected results for either party.
The Service Leadership Course is a concise and integrated guide to successful service transformation. It will draw on the insights and recommendations of service business executives, with specific focus on strategy and management challenges arising in service transformation.
Title: Webinar: Service Design & Deployment to Profitable Growth
Closed
Description:
In these current times, service is one of the ways (sometimes the only one) to grow. CEO’s are now pressing their Service executives to find new services to speed service growth.
Title: Customer Insight - What Customers Really Want - Webinar
Closed
Description:
Most successful service businesses have adopted a brand driven service strategy and are transforming to a service led, customer focused business. This requires adequate and actionable customer insight and an ongoing maintenance of this customer insight.
De Service Leadership Cursus biedt een compacte en complete richtlijn voor een succesvolle service transformatie. This Course will be held in Dutch language.
Title: AFSMI Meeting: Measuring & Optimizing Productivity in Services
Free
Description:
The French Association For Service Management (AFSMI) holds its next meeting in Paris, France on the 15th December 2011, at 4:00 - 8:00 pm. with a buffet dinner continuing til 10:00 pm.
The AFSMI is the most influential association in the field services arena and are recognised for networking with other service peers and delivering education, research and other service industry events. Noventum are pleased to be presenting at this event.
Hilbrand Rustema, Managing Director of Noventum Service Management Consultants will provide an overview of the challenges and the solutions to improving productivity in services.
With current price pressures on the market; the effort to reduce the cost to serve is relentless. Traditional KPI's and views on how to measure and manage service productivity are no longer sufficient. In this presentation you will see how process in-efficiencies can be detected and resolved; as well as the effectiveness of service activities can be measured and managed.
Besides the measureable productivity drivers, improving employee engagement will also be a major factor driving productivity of your service organisation. For many service organisations traditional service delivery models are no longer enough and a transformation to low cost service delivery models is required.
Other items in the agenda include:
New constitution - Lawrence Mellah
Feedback from last AFSMI meeting in Hamburg - Lawrence Mellah
The Five S' - Muriel Masliah
Should you wish to join other service industry peers and to be kept informed with further information, please register your interest to attend.
Title: Winning Assessment Approaches to Identifying Improvement Opportunities for Operational Excellence - Virtual Roundtable
Closed
Description:
Too often we see organisations giving too much emphasis on:
Incremental improvements of issues raised from delivery execution
Benchmarking of operational KPI’s
Copying best practices from (industry) peers which are not on best practice level
Fixing issues or cutting cost without improving capabilities and processes
Where do you start? - How do you define the correct priorities for operational excellence?
Build a strategic business case that will win you executive commitment?
Deliver short term and midterm impact?
Ensure that measures result in sustainable improvements?
The upcoming Operational Excellence virtual roundtable is a forum where successful companies will exchange experiences and share best practices around these and other popular challenges.
Title: Complimentary Breakfast: Service et Croissance Profitable
Free
Description:
THIS EVENT WILL BE HELD IN THE FRENCH LANGUAGE
Noventum Service Management et Oracle vous invitent à un petit déjeuner qu’ils organisent le 17 novembre matin à Paris.
Le service constitue aujourd'hui un moteur incontestable de croissance et de profit, par sa propre activité. Il améliore la relation commerciale et la rend durable pour l’ensemble des activités de l’entreprise. Certaines entreprises développent maintenant leurs activités de service notamment en cherchant à proposer de nouvelles offres afin de résister à la forte compétitivité sur leur offre produit traditionnelle.
Nous savons aujourd’hui que nous pouvons aller encore plus loin. Une étude que nous avons menée auprès d’entreprises leaders nous l’a démontré. Elle a aussi souligné le nouveau rôle que doit jouer le ‘Field Service’ dans la capture des besoins du client et la gestion de sa perception. Ce rôle est essentiel. Il doit être soutenu par les différents ‘back offices’ de ‘service delivery’ et le développement de proposition de service à haute valeur ajoutée. C’est de cette stratégie et de ces actions dont nous souhaitons vous parler.
Au cours de ce petit déjeuner, Noventum et Oracle vous présenteront toute une série de réflexions autour de cette stratégie, illustrée par le témoignage de FagorBrandt. D’autres cas concrets et exemples de mises en œuvre viendront compléter cet échange qui, nous l’espérons, vous permettra de nourrir votre réflexion sur l’évolution du service client dans votre entreprise.
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.
The Service 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. The course is uniquely created to fill this need and enhance the inherent skills and knowledge of service managers and directors. 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.
The AFSM UK is a not-for-profit organisation, for those interested to meet and network, and have the opportunity to participate in and receive thought-provoking presentations. The European AFSM organisations (separate from the US) have come together to form the CSFM, and are happy to provide assistance. Much has happened with the economy and the role of service in businesses since the AFSM UK last held a meeting, but it is probably now more important than ever to keep track of changes and trends, and to learn how successful companies have achieved service transformation, and share insights demonstrated by these companies when integrating their service operation.
An inaugural meeting is planned for 3rd November, 2011 in or around London. The meeting will be free-of-charge, as its purpose is to gauge the level of interest for re-starting the AFSM UK. Topics will include: determining customer experience, and developing support personnel as trusted advisors.
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.
The Service 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. The course is uniquely created to fill this need and enhance the inherent skills and knowledge of service managers and directors. 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.
Title: Service Management Expo - Service Transformation through a Powerful People Driven Brand
Closed
Description:
Whether you are looking to drive down costs, find out more about engineer training, optimise workforce mobility or raise your level of customer service, SME 2011 is THE place to be for all professionals across service management, logistics, fleet management, facilities, operations, finance and IT.
Title: Summer Course in Service Leadership in the Netherlands
€3,750
Description:
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.
Title: Summer Course in Service Leadership in the Netherlands
€3,750
Description:
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.
Title: Webinar: The Five Critical Success Factors to Service Transformation
Closed
Description:
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
Title: Webinar: Generating Growth with Powerful People Performance
Free
Description:
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.
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 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 purpose of this roundtable will be to discuss and learn from those companies achieving revenue growth (around 20%) for the last three years, having switched from purely product-based branding into a more lucrative brand-driven service organisation.
Title: London Coffee Table Session on Customer Satisfaction Surveys
Pending
Description:
“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.
Title: SAP CRM Service Process Roundtable - Part Two
Closed
Description:
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.
Title: Dusseldorf Coffee Table Session on Customer Satisfaction Surveys
Pending
Description:
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!
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.
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.
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.
Title: Service Economics - The Economic Impact of Services in Business - Virtual Roundtable
Pending
Description:
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.
Title: Service Supply Chain - What Next? - Webinar
Pending
Description:
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
Title: Service Economics Breakfast Discussion Forum
Free
Description:
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
Title: Webinar: Service Economics - The Economic Impact of Services in Business
Pending
Description:
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?
Join this live Webinar to hear Steve Downton, co-author of the newly published; “Service Economics” facilitate a presentation and discussions with Noventum senior consultants in the areas of:
Customer Experience Management: How companies are able to manage a branded customer experience; to make sure that expectation is in line with the customer’s actual experience.
Service Innovation: How companies are able to set up a process to understand customer needs and develop new service propositions?
Title: Service Economics - profitable growth in economically challenging times -Webinar
Pending
Description:
As economists debate the possibility of a double dip recession, and contrary to current trends, successful service companies seem able to deliver increased revenues and profitability. Their success appears to lie in using a brand driven service strategy and focus on the economics of service. This webinar will look at how they achieve this success. The webinar will provide insight into:
How they generate increased revenue
What are the characteristics of a successful service strategy
What is the roadmap to becoming successful in services
How successful CEOs are leveraging their service operation beyond a cost centre to become a profit centre
How they have created service as the source of profitable growth
Finally using the brand createdas the strategic differentiator of the company
Title: Service Innovation Webinar - How to improve the bottom line with Service Operational Excellence
Pending
Description:
Noventum Service Management Consultants offer this webinar as a means to help you gain insight into how operational excellence can help you improve margins; while making customers and employees happier at the same time.
The webinar will consider key trends that service organisations face. Followed by how successful companies are dealing with them. Noventum Service Management Consultants believe that the way to excel in service operations is to take an approach of personalised standardisation.
Title: Service Marketing Roundtable - Avoiding the commodity trap in services by differentiating through branded service experiences
Free
Description:
Are your customers experiencing the value?
This roundtable aims to discuss Customer Experience management, service marketing and service marketing research methods, including and service pricing.
Title: How to deal with the impact of the rapidly changing world on your services - Webinar on May 27th 2010
Pending
Description:
Noventum Service Management Consultants & Oracle jointly offer this webinar as a means to help you gain an insight into how successful companies are dealing with the challenge through an overview of what is happening in our world; and therefore how your business might deal with the changes. The webinar will consider key trends, with facts and figures, that the industry faces. Followed by how successful companies are dealing with these impacts through service and how individual Boardroom officers are able to gain full Business and Boardroom support to their application of the latest technology and process solutions.
Title: Service & Maintenance Congres 2010 - GROEI OF STAGNATIE...
Pending
Description:
De impact van het huidig economisch klimaat leidt bij veel bedrijven tot heroverweging van de strategie.
Omdat diverse sectoren te maken hebben gekregen met teruglopende vraag, is de druk voor onderhoudsorganisaties momenteel erg groot. Hoe reduceer je op verantwoorde manier kosten en overcapaciteit, zonder dat daardoor de technische beschikbaarheid of veiligheid in gevaar komt, op de korte, maar ook op de langere termijn?
Voor serviceorganisaties geldt, dat de vraag naar kennisintensieve services juist toe neemt doordat veel bedrijven, instellingen en consumenten beter en langer gebruik willen maken van apparatuur en technische voorzieningen. De meest succesvolle servicebedrijven realiseren daarbij een hoge klantloyaliteit. Hoe realiseren zij dit en wat zijn hun ervaringen? Saillant detail is, dat hoogwaardige klantgerichte services met geringe investeringen en hoge ROI te ontwikkelen en te leveren zijn, mits een solide service strategie aanwezig is.
Dit congres staat in het teken van HOE bedrijven succesvolle service en onderhouds strategieën ontwikkelen en implementeren. Ervaren managers (van ondermeer Centocor J&J, Corus, Wincor Nixdorf, Miele, Walibi World en Friesland Campina) delen hun kennis en participeren in hét congres op het gebied van service & maintenance-innovatie in Nederland.
Title: International Conference - The Future of Service Management - Valuing the Branded Customer Experience
€695
Description:
The service is nowadays a source of growth and profit. Especially during crisis period, because the quality of the service enhances the commercial relationship and makes it more sustainable.
The current economic climate reinforces the need for more exchanges between the company leaders. We know it and we are trying to facilitate such exchanges. The study of different scenarios in a so uncertain future, can prepare you to react quickly and to trigger at the right time the best strategies and tactics to your environment changes.
Title: Table Ronde Noventum - Valoriser l’experience de vos clients
Pending
Description:
Le programme international de recherche organisé par Noventum Service Management Consultants a fourni des réponses aux questions suivantes: Quelles sont les stratégies de service les plus pertinentes ? Et de quelle façon ces stratégies doivent-elles être mises en œuvre ?
Des entreprises comme Miele, Philips Healthcare ou Crawford vont vous expliquer comment, après avoir mené des stratégies leur garantissant plusieurs années de croissance rentable, elles sont moins touchées par le ralentissement économique actuel.
Parmi les stratégies les plus efficaces, la stratégie de la marque, où quand la marque d'un service est directement associée à la valeur que cette entreprise a à offrir. Vous verrez que cette valeur représente bien plus que les avantages traditionnellement mesurables par le client.
Lors de notre prochaine table ronde, nous allons nous concentrer sur les questions suivantes:
• Comment déterminer les facteurs perçus par vos clients comme des éléments de valeur qui peuvent vous différencier en tant que fournisseur de service ?
• Comment fournir ces elements de valeur à un coût optimisé ?
• Comment renforcer votre image sur le marché en tant que fournisseur de services à haute valeur pour le business de vos clients ?
Title: Executive Congres: Customer Experience Management - De praktijk
€295
Description:
Dit congres wordt in samenwerking met het AFMSI (Association for Service Managers-International) georganiseerd en geeft inzicht in hoe Miele de servicebeleving beheerst. Tevens biedt het congres de eerste resultaten van een onderzoek uitgevoerd bij Miele Nederland naar het gebruik van nieuwe methoden om de kwaliteit van klantbeleving te meten en verbeteren via video feedback.
Tijdens dit congres krijgt u:
De eerste resultaten van het wetenschappelijk onderzoeksprogramma van 2009 op het gebied van " Customer Experience Management in de praktijk " door Miele, de VU, Exser - centrum voor diensteninnovatie, en Noventum Service Management Consultants.
Een duidelijk beeld wat de relatie is tussen de feitelijke klantbeleving en (merk)gedreven servicestrategie.
Praktische tools & methoden voor Service Directeuren/Managers worden aangeboden : Hoe kan een merk-/relatiegedreven servicestrategie in combinatie met het versterken van de winstgevendheid worden geïmplementeerd?
Een unieke beleving in het Miele Inspirience Centre.
Een vijfsterren culinaire ervaring in het Miele Culinary Institute, waarbij naast koken, proeven & beleven een fantastische ambiance wordt gecreeëerd om kennis & ervaring met collegabedrijven te kunnen uitwisselen.
Achtergrondinformatie: Customer Experience Management in de praktijk
Uit Noventum's 2008 onderzoek is gebleken dat een merkgedreven service strategie de meest winstgevende groei oplevert. Door middel van een merkgedreven strategie kan de nadruk liggen op de immateriële waarde van services waarmee het onderscheidend vermogen van de onderneming kan verbeteren. De klantbeleving wordt beïnvloed door vele details die tijdens de interactie met de klant kunnen leiden tot een positieve of negatieve beeldvorming. De verwachtingen van de klant moeten overeenstemmen met de propositie, de kwaliteiten van medewerkers, de bedrijfsprocessen en systemen, en moeten een positieve en waardevolle lange termijn relatie met de klant opleveren.
Een positief resultaat is meestal nog erg afhankelijk van toeval en geluk. Hoe kunnen managers de factoren die de klantervaring bepalen beter beheersen? Het thema van dit congres is gericht op de praktische methoden en tools voor het ontwerpen en implementeren van een merkgerichte servicestrategie.
Title: Service Leadership Roundtable UK - Valuing the Branded Customer Experience
Pending
Description:
Our worldwide research program has provided new insights into what the most successful Service Strategies are and how these strategies should be implemented. One of the most successful strategies is the Brand Driven Strategy in which the brand reflects the value that customers should expect. Companies like Miele, Philips Healthcare, Crawford are examples of this successful strategy.
During the roundtable, we will focus on the following themes:
• Which factors are typically valued and perceived by your customers as strategic differentiators?
• How can you better manage the valuable elements in the brand and deliver the desired customer experience?
• How to deliver the value in a more cost effective manner?
Title: Conférence France - Les Stratégies et les Clés de Résistance à la Crise
Pending
Description:
Le service constitue aujourd'hui un moteur de croissance et de profit. Tout particulierement en période de crise car c'est la qualité du service qui améliore la relation commerciale et la rend durable.
L’environnement économique actuel renforce encore plus le besoin d’échanges entre les dirigeants. Nous le savons et nous nous efforçons de faciliter ces echanges. Des entreprises comme Rockwell Automation, NCR et Pitney Bowes vous expliqueront comment, en ayant une stratégie leur garantissant une saine croissance, elles sont aujourd'hui à même de supporter la crise plus efficacement.
Title: Conference: The Future of Service Management - Achieving Profitable Growth (UK)
€695
Description:
The Future of Service Management - Achieving Profitable Growth
Many CEO's now view technical services as a growth and profit engine. The conclusions of our research “The Future of Service Management”, reveal that a successful services strategy is never a result of happy coincidence. Brand driven and people driven service strategies provide the best long term growth potential. During the upcoming conferences, the research team, along with CEO's and other senior managers in the services industry, will present and discuss the conclusions of the research into successful service strategies and what is required for successful execution.
Title: International Conference: The Future of Service Management - Achieving Profitable Growth
€695
Description:
The Future of Service Management - Achieving Profitable Growth
Many CEO's now view technical services as a growth and profit engine. The conclusions of our research “The Future of Service Management”, reveal that a successful services strategy is never a result of happy coincidence. Brand driven and people driven service strategies provide the best long term growth potential. During the upcoming conferences, the research team, along with senior managers in the technical services industry, will present and discuss the conclusions of the research into successful service strategies and what is required for successful execution.
Title: Conference: The Future of Service Management - Achieving Profitable Growth (FR)
€375
Description:
The Future of Service Management - Achieving Profitable Growth
Many CEO's now view technical services as a growth and profit engine. The conclusions of our research “The Future of Service Management”, reveal that a successful services strategy is never a result of happy coincidence. Brand driven and people driven service strategies provide the best long term growth potential. During the upcoming conferences, the research team, along with CEO's and other senior managers in the services industry, will present and discuss the conclusions of the research into successful service strategies and what is required for successful execution.
Title: International Service Management Conference - Beyond Technical Service
Pending
Description:
Service Directors and Managers, who act in international business, especially need to observe and evaluate global trends, markets and impulses. The annual conferences allow participants to work on solutions for their own hot topics. For this purpose, concrete guidelines for international challenges are worked on. Again, we will focus on the exchange of experience, discussions, hints and impetus that you can implement to your company!
The newest thinking – over 25 hours of free top-level insight, analysis and operational expertise from senior keynote speakers and a multi-streamed seminar programme.
The latest tools – over 100 companies showcasing key technologies and solutions that can improve service delivery and provide a competitive edge.
The brightest brains – focused briefings, consultancy clinic and peer-to-peer networking with leading practitioners and fellow professionals.
Title: Service Leadership Roundtable - Klanttevredenheid en Loyaliteit
€845
Description:
The 10th of October, service leaders from several companies and nationalities will meet to discuss what is best of class in managing customer feedback and share their insights and experience.
Title: Service Leadership Roundtable - Managing Customer Feedback
€845
Description:
The 10th of October, service leaders from several companies and nationalities will meet to discuss what is best of class in managing customer feedback and share their insights and experience.
