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"...the conference exceeded my expectations..." Ivin Smith, VP Customer Service & WW Service Business Support, Document Messaging Technologies, Pitney Bowes

Strategic Service Management 2009

Improving Customer Satisfaction And Profitability Through A Competitive After-Sales Service Strategy

offer
In the current climate, the role of after-market service has never been so pivotal in shaping the growth and profitability of companies across Europe. Customer-centric strategic service management is developing as a key frontier in competitive differentiation. Your ability to transcend from implementing a traditionally reactive "break-fix" model to spearheading proactive strategic service management and identifying profitable revenue opportunities will determine your market position, brand reputation and ultimately, your bottom line.

The 2nd annual Strategic Service Management conference is the only opportunity this year for European Directors of after-sales service, parts and product support to meet, share best practice and develop strategies to deliver profitable service. This is THE "must attend" European cross-industry event for anyone looking to improve strategic and tactical service delivery.

This high-profile conference concentrates on delivering fresh insight and key strategies that will enable you to achieve sustainable growth and deliver agile support to customers across global markets. In three consecutive days, you’ll join over 150 service professionals from across Europe and learn how to implement succeed in a competitive environment, protect brand integrity and overcome this year’s most challenging service issues such as:
  • Leveraging in-depth metrics to quantifiably measure performance and maximise service potential
  • Adopting remote diagnostics to improve operational effectiveness, boost resolution rates and minimise service downtime
  • Deploying tools and techniques to optimise customer lifetime value and increase aftermarket wallet-share
  • Establishing successful outsourcing partnerships to streamline service delivery and achieve operational excellence
  • Adopting a proactive approach to service and driving customer satisfactionthrough accurate forecasting

Expert speakers sharing their insight at Strategic Service Management 2009 include:

  • Pilar Torres, VP Global Customer Service, Sun
  • Arndt Lorenz, Head of Global IT Service and Support, Agfa Healthcare
  • Hugo Van Daal, Group Director Supply Chain Management, Bombardier
  • Martin Zitz, Director EMEA Delivery & Operations, EMC Global Services
  • Wolfgang Royer, Head of Business Development Global Customer Services, Sony Ericsson
  • Jacques Defrain, VP Support and Services, Eurocopter
  • Johan Strufys, Global Services, Agfa
  • Donal Lynch, VP Parts Logistics, Wartsila
  • Ole Buus, Service Director, Xerox
  • Marco Van Duijnhoven, Head of Service Operations, Cisco
  • Steve Barker, European Customer Loyalty Manager, Canon Business Solutions
  • René van Kleef, Head of Worldwide Storage Service Delivery, Hewlett Packard
  • Stéphane Dufoix, Global Customer Service and CRM VP, BioMérieux
  • Ronny Weinig, Head of Global Services Industries, Siemens Switzerland
  • Mick Turnbull, Director, Professional Services, UK&I and ECEMEA, Genesys
  • Peter Hunt, Business Development Director, ABB Engineering Services
  • Barbara Taylor, Services Business Development Manager, Philips Healthcare
  • Kees Rutjes, Programme Manager, Philips Healthcare
  • Dave Gibson, Director of Technical Service Centre Partners Europe, Sun Microsystems
  • Kevin Young, Group Infrastructure Manager, Belron
  • Alex Teval, Head of Customer Service – Benelux, Fanuc Robotics
  • Aki Saarinen, VP Business Development, Metso
  • Mawgan Wilkins, Senior Director Global Supply Chain Strategy, Cisco Systems
  • Martin Summerhayes, Head of Strategy and Business Change, Fujitsu Services
  • Steve Downton, Principal, Downton Consulting

2009 programme highlights include:

  • René van Kleef, Head of Worldwide Storage Service Delivery, Hewlett Packard reveals how to transform service efficiency and delivery through sales and service alignment
  • Barbara Taylor, Business Development Manager, Philips Healthcare describes the new customer-centric service solutions that have enabled the company to drive its 2 billion euro service business
  • Arndt Lorenz, Head of Global IT Service and Support, Agfa Healthcare explores how to drive performance through the standardisation of service delivery and support processes
  • Hugo Van Daal, Group Director Supply Chain Management, Bombardier discusses the complexities of forecasting service requirements in a volatile market
  • Martin Zitz, Group Director Supply Chain Management, EMC Corporation , evaluates whether standardisation is the key driver for service improvement

If you are not yet ready to register, feel free to request a reminder nearer the time by emailing us on info@wbr.co.uk or calling us on +44 (0) 207 368 9465.