Five Essential Steps to Successful Customer Relationship Management - 23 & 24 Feb 09/Feb-Mar 09 Events - www.asiapacificevents.

ASIA PACIFIC MEDIA & PUBLICATIONS SDN BHDwww.apmp.com.my(Sister Company of Asia Pacific Diligence Sdn Bhd)
We are a media and publications company specializing in building and construction publicationsBOOKS: NEW RELEASE
1. REAL ESTATE DEVELOPMENT & CONSTRUCTION IN MALAYSIA - by Andrew A. L. Tan- Hallmarks of Successful Real Estate Property Development- Project Financing & Planning- Feasibility Study- Ensuring Project Success- Reducing Project Failures- Real Estate Development IssuesPRICE: RM 100.002. SUCCESSFUL PROJECT MANAGEMENT IN MALAYSIA - by Andrew A. L. Tan- Project Management for Property Development from A-Z- Why Project Management- Project Management Issues- Working Arrangement between Project Managers and other Construction Professionals such as Architects, Engineers and Quantity Surveyors- Project Manager's Role as Management RepresentativePRICE: RM 118.003. NEGOTIATE TO WIN - by Elaine Quah- To Apply Negotiation Skills in a variety of Business Settings- To be Confident of your own Status, Power and Influence to Negotiate Singularly or in a team on a Win-win Basis- To understand Human Behavior and acquire Interpersonal Skills to Communicate Successfully in Negotiating Project Management Issues- To understand the Negotiation Process and identify different Negotiation Styles, Suitability and options to achieve Practical SolutionsPRICE: RM 48.00ABOUT THE AUTHORS
Mr. Andrew A. L. Tan is a writer, speaker & project management consultant with his own firm Ace-Slimp. He graduated with Bsc (Hons) HBP from USM, Penang and furthered his post-gradute architectural studies at AA London and Heriot-Watt University & Edinburgh College of Art, Scotland. He has 27 years of professional experience in development and construction for tall towers and townships and a 'passion' for 'creative' writing in promoting project management and the development and construction industry at home turf and is a well-received corporate in-house speaker. Ms. Elaine P.S. Quah is a communication and management consultant and personal coach. She is also an Adjunct Faculty member of Universiti Tunku Abdul Rahman in the Centre for Extension Education. She is presently the Principal Consultant at KHS Consultancy and Training, which specializes in corporate training, coaching and consulting. Ms. Quah has over 25 years of extensive experience in banking, stock broking, training and consultancy. She has held the position of Senior Vice President of a multinational financial group and was the Country Head of Malaysia and the Chief Executive for many years. She holds a Bachelor of Arts (Honours) and a Diploma in Education from the University of Malaya. She also holds a Masters in Business Management from the Asian Institute of Management, Philippines.
PURCHASE FORM - The above prices include postage within MalaysiaI/We would like to order ....................copy(ies) of Book 1....................copy(ies) of Book 2....................copy(ies) of Book 3 Payment Method By Cheque/CashEnclosed please find a cheque/cash for RM:.............. Cheque No:...............All cheques shall be made payable to:ASIA PACIFIC MEDIA & PUBLICATIONS SDN BHDB-2-9B, Megan Avenue II, 12 Jalan Yap Kwan Seng, 50450 Kuala LumpurTel: 03-2162 4359 Fax: 03-2163 7828Email: apmp@po.jaring.myWebsite: http://www.apmp.com.my/Name:Dr./Mr./Ms....................................Designation:.............................................Company:.................................................Address:...................................................Tel:............................................................ Fax:............................................................Email:.........................................................
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Five Essential Steps to Successful Customer Relationship Management
23 & 24 February 2009
JW Marriott Hotel, Kuala Lumpur
EVENT NOT TO BE MISSED - 2 Days Intensive Seminar
OBJECTIVES
The workshop helps participants to see the important link between operational CRM and analytical CRM that will ensure the organization becomes customer driven i.e. embodying the true substance of CRM. So come, learn and make your organization the CRM leader of your industry.
OUTLINE
Putting in Place the Five Steps of CRM, which will include:
Stage 1: Enhancing the Value Offered to Customers
• Tools to enhance the value delivered
• Tools to determine which value dimensions to
compete on
• Measuring value offered to customer
• Obtaining actionable value information that is useful to
companies
Stage 2: Differentiating Customers for CRM
• Approaches that can be use to differentiate customers
• Managing the heterogeneity of consumers
• Obtaining actionable segments for business
customers (The ABB Approach)
Stage 3: Setting Better Customer Goals
• Customer segment profitability analysis
• Customer performance appraisal
• Sensitivity analysis using customer lifetime values and
customer modeling techniques
Stage 4: Aligning Organization to CRM Goals
• Being holistic by addressing the following in an
organization:
– Strategy of CRM
– Structure of the CRM organization
– Systems that support CRM
– Shared culture for CRM
– Style of managers
– Skill levels of staff with regards to CRM
• Deciding who should drive CRM in an organization
• Staff selection issues for CRM implementation
• Motivational issues for employees
• Staff empowerment
Stage 5: Developing Organizational Linkages
• Identifying key metrics to be tracked
• Learning about Net Promoter Scores
• Customer driven key performance indicators
• Developing a customer experience scorecard
TARGET PARTICIPANTS
Strategic decision makers, managers and executives in the areas of sales and marketing, loyalty programs, customer support, customer service, account management, operations, finance and human resource. It will also be useful for educators seeking to introduce CRM modules into their curriculum.
Conducted by Distinguished Speaker:
DR. RAYMOND TEO
Dr. Raymond Teo is an author, thought-leader and practitioner of marketing-oriented customer insights. As a thought leader, he is regularly invited to speak at international conferences and conduct master classes in such fields.
He obtained his PhD with the University of Western Australia, Master of Business Administration degree from the University of Strathclyde and Bachelor degree from the National University of Singapore. In addition to his work in the area of customer intelligence and customer relationship management, he also lectures marketing at undergraduate and post-graduate levels for the London School of Economics, University of Manchester and the University of Western Australia.
Dr. Teo had authored books that include ‘Maximizing Profits: The Customer Centric Approach’ and he is also a regular contributor of customer insights and customer relationship management articles to many public sources including the Straits Times.
His clients include Citibank, GfK Asia, Hewlett Packard, Great Eastern Life, Singapore Airlines, Johnson and Johnson, Lafarge Cement, Ministry of Manpower (Singapore), EMC, Singapore Technologies, South China Morning Post to name a few.
REGISTRATION FORM
REF: FEB09CRM
Group Discount (Two or more persons from same organization) – RM1500.00 per person
Regular Fee – RM1550.00 per person
The above fees are inclusive of lunch/tea-breaks/valuable seminar materials & certificate
Crossed Cheque/Bank Draft payable to ASIA PACIFIC DILIGENCE SDN. BHD.
Mailing Address: B-2-9A, Megan Avenue II, No.12, Jalan Yap Kwan Seng, 50450 Kuala Lumpur
Contact Person: Ms. Chin/Cik Nadiah/Ms. Erna Tel: 03-2162 6828 Fax: 03-2162 7828 / 03-2163 7828
Email: apd@po.jaring.my Website: http://www.asiapacificevents.com

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Cancellations & Transfers: If you are unable to attend, a substitute candidate(s) is welcome at no extra charge. Please provide the name and position of the substitute delegate at least 2 days prior to the seminar. A full refund less 25% administrative charge will be made for cancellation received in writing 2 weeks prior to the seminar. A 50% refund will be given for cancellation received 1 week prior to the seminar. Regrettably, no refund can be made for cancellation 3 days before the seminar. If registration is confirmed, a 25% administrative charge will be incurred for non-attendance.
The organizer reserves the right to change speakers/or modify the programme content without prior notice.
Asia Pacific Diligence Sdn Bhd ©
FEBRUARY 2009 EVENTS
HVAC Malaysia / Asia 2009 Conference: Heating, Ventilation, Air-Conditioning and Refrigeration (16 February 2009) PDF Format / HTML (faster download)
Building Defects and Maintenance Planning (17 February 2009) PDF Format / HTML (faster download)
Effective Management for Properties and Facilities (In Regard to Building Management) (18 February 2009) PDF Format / HTML (faster download)
Understanding Labour Laws and Legal & Practical Issues (19 & 20 February 2009) PDF Format / HTML (faster download)
Law of Contract for the Construction Industry: Legal and Practical Issues (20 February 2009) PDF Format / HTML (faster download)
Five Essential Steps to Successful Customer Relationship Management (23 & 24 February 2009) PDF Format / HTML (faster download)
Latest Developments in Land & Property Laws and Land Dealings in Malaysia (25 February 2009) PDF Format / HTML (faster download)

MARCH 2009 EVENTS
Business Writing Skills - Words, Methodology & Applications: Accurate, Purposive & Effective (17 March 2009) PDF Format / HTML (faster download)
Business Communication Skills - Words, Methodology & Applications: Accurate, Purposive & Effective (18 March 2009) PDF Format / HTML (faster download)
Conducting Feasibility Studies for Real Estate Development: Concepts, Strategies and Approaches (19 March 2009) PDF Format / HTML (faster download)
Strata Titles Act: Latest Amendments and Guidelines and How They Affect Developers and Property Owners (20 March 2009) PDF Format / HTML (faster download)
Tendering, Cost Estimating and Contracts Administration (23 & 24 March 2009) PDF Format / HTML (faster download)
Laws Related to Landlords & Tenants and Rentals Collection: Practice and Procedure (27 March 2009) PDF Format / HTML (faster download)
Photovoltaic and Solar Energy Malaysia / Asia 2009 Conference: Photovoltaic and Solar Energy for Buildings, Real Estate Development and Investments (Trends, Policies, Technologies, Costing and Economic Incentives) (30 March 2009) PDF Format / HTML (faster download)

Please download brochure or tick and revert. For further details / to register, kindly contact: Ms. Chin / Cik Nadiah / Ms. Erna at Tel: 03-2162 6828
Fax: 03-2162 7828 Email: apmp@po.jaring.my
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