Maximizing consumer value

Gerhard Ortner-Pitzl, 26.05.2011, M6 Educational Centre

View in PDF

Back View Gallery

Seminar overview

Managing Customer Value has become one of the key topics of companies over the past years. Based on the “Satisfaction-Profit-Chain” the seminar will guide through the process of managing and maximizing customer value for both, companies with a B2B as well as for companies with a B2C focus.
In addition the seminar will give practical insights in managing and measuring customer satisfaction and loyalty and will also reflect on CRM-systems and the human resources component when managing customers.

Who Should Attend

Customer management is ideally a cross-functional topic in an organization. This seminar is dedicated to all senior managers of companies dealing with customer management from both a strategic and an operative perspective, i.e. Senior Executives, Marketing managers, and Sales managers. Companies are encouraged to send teams of 2-3 participants.

How will you benefit?

· getting valuable practical tips and tricks when doing customer management
· learning from other companies’ best practices
· reflecting the customer management processes within your own company
· receiving a holistic view about customer management
· getting valuable insights in the theory of customer management

11:00 Registration and Coffee

11:30 – 13:00 Module 1:
· Short introduction to the topic / get to know each other / agenda
· The “Satisfaction Profit Chain”
· Customer value vs. valuable customers
· Reading: “the Mismanagement of Customer Loyalty” (Article from the Harvard Business Review) + Introduction to Module 2

13:00 – 13:15 Coffee Break

13:15 – 14:45 Module 2:
· Measuring Customer Satisfaction and Loyalty: DO’s and DON’T’s
· Case study: Customer Satisfaction and the Hygiene Factor Theory: how does this match?
· The “truth” about CRM
· Reading: “the Hitchhikers Guide to the Galaxy” by Douglas Adams (extract on “deep thought”) + Introduction to Module 3

14:45- 15:30 Snacks and Coffee

15:30 – 17:00 Module 3:
· The HR-component in managing customer value
· A “meta- analysis” on a number of customer satisfaction studies done so far
· Discussion & closing
wife cheated will my husband cheat again
how to cheat boyfriend my boyfriend thinks i cheated on him i cheated on my boyfriend with a girl
wife cheated on me now what read wife wants to cheat
dream my husband cheated link my husband cheated on me will he do it again
bystolic patient assistance open bystolic copay card
abortion pill abortion pill abortion pill

Gerhard Ortner-Pitzl
Gerhard Ortner-Pitzl is currently Managing Director of gop-X - Executive Consulting, a spin-off of GfK Austria. Beforehand he worked as a Division Manager at GfK Austria with specific focus on customer satisfaction measurement and management.
Gerhard Ortner-Pitzl has primarily worked for (food-) retailers and FMCG companies so far, always with a clear focus on brand and customer management. He carried out numerous international projects for companies like Coca-Cola Hellenic, Metro Cash & Carry (Metro International and Metro CEE), REWE Austria, Spar/ASPIAG, Red Bull, Philip Morris Intl., Mondi etc.
He has often been a speaker in national and international congresses and conferences on brand and customer management.
is my husband cheated on me read my husband cheated on me blog
why women cheat on their husbands women who cheat
dream my husband cheated link my husband cheated on me will he do it again
i want my husband to cheat i cheated on my husband with his best friend wanting to cheat
abortion pill abortion pill abortion pill