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How to Achieve in
Customer Relationship Excellence
Mr. Jason Chu, Chairman
Asia Pacific Customer Service Consortium
朱剛岑先生___亞太顧客服務協會主席
Mr. Chu is the Founder and Chairman of Hong
Kong Customer Service Consortium (HKCSC). He is the pioneer of innovative
Customer Service Research including Call Center and CRM Benchmarking in
Asia Pacific, Customer Satisfaction and Aspiration Survey and eSurvey on
Internet Banking, Internet Securities and Internet Purchasing, and
other international standards in Australia and the United States.
Mr. Chu is the Industry Visionary to
build a Global Certification with international bodies in the USA,
Australia, China and other countries for the Customer Service and
Support Industry to develop professionalism and career development
for the call center and customer service industry, including the
Certified CRM Director, Certified Call Center Manager and Certified Call
Center Professional training curriculum.
Mr. Chu received his BSc and MSc
degrees in Industrial Engineering and Operations Research from the
University of California, Berkeley. He is the President of the
University of California Alumni Association in Hong Kong and a
Guest Lecturer at the Hong Kong University of Science and Technology
and other universities. He is an instructor and speaker in high demand at
various training workshops and international conferences on Call Center
and Customer Relationship Management Strategy.
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Delivering Superior
Value to Corporate Customers
Lane Leskela,
Research Director
Gartner G2
Lane Leskela is the Seattle-based
research director for GartnerG2 Corporate Financial Services. Lane
conducts research on the impact of new regulations, technology, economic
changes and customer demand in the business strategy and operations of
corporate financial services. He provides client advice from continuous
analysis of corporate banking practices and investment services in
Asia Pacific and North America. Lane holds a dual bachelor's degree in
international studies and economics from Portland State University
(Portland, Oregon), as well as a master's degree in international affairs
with a concentration in Asian Economics from Columbia University's School
of International and Public Affairs in New York
GartnerG2 is the new research
service from Gartner aimed at helping business strategists guide and
grow their businesses. GartnerG2 has a team of analysts across
Australia, Asia, the US and Europe. GartnerG2 research is a global
knowledge base that covers the breadth and depth of business growth
opportunities.
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Getting Closer to
Customer Relationship Excellence:
The SmarTone Way........
Mr. William Yeung, Director
of Customers Division
Smartone Mobile Communications Ltd
楊主光先生___
數碼通客戶部總監
William Yeung is the Director of
Customers Division at Smartone Mobile Communications Limited. He is
responsible for all sales and customer service functions. Mr.Yeung has
over 10 years' experience in the telecommunications industry. Prior to
joining Smartone, Mr. Yeung was the General Manager of Personal
Communications and Retail Division in Tricom Telecom Limited. Mr. Yeung
holds a Bachelor of Arts degree from Hong Kong Baptist University, a
Master of Business Administration degree from University of Strathclyde,
UK and also a Master of Science degree in Electronic Commerce and Internet
Computing from the University of Hong Kong.
CRE Award Winner!
- Customer Relationship Excellence
Outstanding Achievement 2002
- Call Center of the Year 2002
(Telecommunications)
- Call Center Professional of the
Year 2002
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Customer Satisfaction
and Loyalty Management in a Competitive Financial Sector (Case Study)
Mr. Kevin C. P. Yeh,
General Manager of Customer Service
Department
Chinatrust Commercial Bank
葉吉鵬先生___中國信托商業銀行客服部資深協理
Kevin Yeh
graduated from National Taipei College of Business in 1973
and later gained the Master Degree from Executive MBA Program of
Chinatrust Group in1993. Kevin has been in Chinatrust Commercial Bank for
28 years.
He has rich experience in the retail
finance field, including branch management, sales and promotion, marketing
and advertisement, product planning, image and public relationship
management. His current position is the General Manager of the Customer
Service Department.
CRE Award Winner!
- Call Center of the Year 2002 (Financial Services)
- Customer Loyalty Program of the Year 2002 (Financial Services)
- Customer Satisfaction Quality System of the Year 2002
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Creating Successful Direct Marketing: Use
of direct media, business intelligence, timing, offers, customer contacts,
future (Case Study)
Mr. C F Lin,
Director - Marketing Division
Fubon Financial Holding Company
Limited
Mr Lin is the President of Fubon Direct Marketing & Consulting Co
and the Director of the Marketing Division of Fubon Financial Holding
Co. Ltd. Mr. Lin has over 20 years of experience in the financial
industry with strong IT, Marketing and Direct Channels.
Mr. Lin had worked in Citibank for 14
years holding positions as Technology Head of Information Dept, Deputy
Treasurer, and Marketing Director. Mr Lin also had been the Assistant
General Manager of CIGNA Life Insurance Company for 5 years, responsible
for developing the insurance business of the company. Moreover, Mr Lin
was the General Manager of a public relations company and cooperated with
many international companies, such as Philip Morris,
浤豐洋酒公司
(distributor of Johnny Walker and Hennessy VSOP in Taiwan), and World Gold
Council.
Mr Lin was
also a lecturer at universities in the past 10 years. Mr Lin obtained his
Master of Science degree from the Baker University of Kansas in USA.
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Empowering your
Customers with Multichannel Interactions
Mr. Antonio Cheung,
General Manager
Continuous Technologies
International Ltd
Antonio is the General Manager of
Continuous Technologies International Limited. He is an IT veteran with
more than 20 years of experience. Prior to Continuous Technologies, he was
Managing Director, Asia of Intershop Communications which is the largest
e-commerce solution provider in Europe. He has also held various regional
management positions in multinational IT companies including Software AG,
SCO Unix, Tandem and IBM.
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Enabling
effective Customer relationships - CSL's experience (Case Study)
Mr. Peter Smith,
General Manager, Information Technology
Hong Kong CSL
Peter is the General Manager of IT at
Hong Kong CSL, responsible for setting the company IT direction, and
managing all IT related functions. Prior to joining CSL, Peter was the
head of the Customer Solutions group within Telstra in Australia,
responsible for development and implementation of an overall CRM
technology strategy for Telstra Mobile. This role encompassed establishing
a CRM technology strategy blueprint, together with delivering the program
to create a multi-channel, integrated front office environment. Over the
past 3 years, Mr. Smith has provided IT consultancy services for a number
of Mobile Network Operators throughout in the East Asia region.
Mr. Smith has more than 16 years of
experience in the telecommunications industry, and holds a Bachelor of
Science degree, majoring in Computer Science, from Monash University in
Australia.
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Mission Critical
Contact Center Where Failure Is Not an Option (FNAO)
Mr. Kevin Lodge, Head of Customer Services in Asia Pacific
Society for Worldwide Interbank Financial Telecommunication (SWIFT)
Kevin has over 18 years experience in customer services. He started
his career with British Gas in the UK, initially as a management
trainee within the engineering department, before moving into IT.
Kevin joined his current company SWIFT in Belgium in 1986 initially
in a technical support capacity. SWIFT operates a mission critical
global financial network for 7000 customers handling 7 million
messages per day.
Kevin moved to Hong Kong in 1990 to supervise a small sales support team
and has been responsible for expanding the operation into a full service
centre which operates as a single point of contact for SWIFT customers
globally during AP business hours. In addition Kevin is responsible for a
service centre which has recently opened in Japan.
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RoundTable Panel
Discussion Financial Services & Media Marketing
KERRY CHING, Director, Head of Institutional Business
INVESCO ASIA
程劍慧小姐 景順亞洲董事及機構投資業務主管
With 10 years of industry experience
in Hong Kong and overseas, Kerry Ching is responsible for developing
INVESCO's institutional business and servicing institutional clients in
Hong Kong. She also heads up the Product Development function and works
closely with the distribution channels to explore new product
opportunities. Prior to joining INVESCO in 1999, she worked for the
Securities and Futures Commission and two fund houses in Toronto. Ms.
Ching has a Master of Business Administration degree from the University
of Western Ontario and is a Certified Financial Planner and Chartered
Accountant. She is a holder of the Chartered Financial Analyst
designation.
CRE Award Winner!
- High Speed Customer Service of
the Year 2002
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CRM Technology and
Integration for Customer Value Creation in Business Operation
Mr. Larry Huang
Manager of eTrade & Customer Service Center Department, President
Securities Corporation;
Chief Training Consultant,
Taiwan Call Center Development Association (TCCDA)
黃憲乙先生___
統一綜合證券股份有限公司 電子科技服務中心 經理
臺灣客服中心發展協會 首席教育訓練顧問
Mr. Huang is
the Chief Training Consultant of Taiwan Call Center Development
Association (TCCDA). Currently, TCCDA has more than 38 group members
and 200 individual members in Taiwan. These members are from diverse
industries including finance, insurance, telecommunication, utilities &
transportation.
Mr. Huang is
also the Manager of eTrade & Customer Service Center Department of
President Securities Corporation. He has planned and guided the
development of eTrade and Call Center Application Systems including
IVR, CTI server, and Legacy Integrated System.
Mr. Huang
has more than 10-year development experiences of application systems in
securities-related fields, including 8 years in EDS/Taiwan as a team
leader of securities business line. He is an expert not only in OLTP
system between brokerage firms and TSE (Taiwan Securities Exchange),
but also at back-end settlement system, assets management system, bonds
trading & settlement system and custodian bank system.
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Call Center Market
Development and Strategic Applications in China
Mr. Chen-dong Guo, President
CTI Forum, China
郭晨東先生___CTI論壇總監
CTI Forum
www.ctiforum.com was
found in December 1999. CTI Forum is a neutral professional website
specializing in the market research and consulting within China's CTI,
Call Center and CRM market. Mr. Guo is the founder and Executive Director
of CTI Forum.
Mr. Guo has been in the industry
of Telecommunications and Posts for 10 years and has been managing
business for CTI and Call Center product development and marketing
promotion.
Prior to CTI Forum, Mr. Guo was in
CHINA PUTIAN CORPORATION whose predecessor is China Posts and
Telecommunications Industry Corporation.
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New Horizon of
Call Center Outsourcing Services - Strategic Business Partner Management
Mr. Deng-song Chiou
President, Taiwan
Teleservices & Technologies Ltd, Taiwan
Vice President,
Taiwan Cellular Corporation Ltd
邱登崧先生___
台灣客服科技總經理
台灣大哥大副總經理
Mr. Chiou graduated in Department
of Transportation & Communication Management Science of National Cheng
Kung University and received Master Degree in University of
California, Riverside, major in Computer Science.
Mr. Chiou was in the Product
Development Department of Siemens Telecommunication Systems Ltd for six
years. He joined Pacific Telecom in 1995. In 1998, he was the
Head of Call Center Department of Taiwan Cellular Corporation. Mr.
Chiou is the President of Taiwan Teleservices & Technologies (TTNT)
since June 2001.
Under the leadership of Mr. Chiou,
TTNT received ISO 9001:2000 International Standard for Service
Quality. Mr. Chiou has planned and developed the most advanced Call Center
Application Systems, developed Taiwan Cellular Corp personal website
services. TTNT also received the greatest honor of A+ customer
satisfaction level from The Directorate General of Telecommunications in
Taiwan.
There are more than 2000 staff
and 1500 seats in TTNT which is the largest professional customer
service company in Taiwan.
CRE Award Winner!
- Best Use of Call Center Technology of the Year 2002
- Outsourcing Team of the Year 2002
- CEO of the Year 2002
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Market Challenge >
What's CRM > CRM solution in Brief > How to choose and implement CRM
Mr. Kevin Jiang
CRM Business Development Director, SAP China
蔣歆先生___
SAP 中國 中國區CRM業務拓展總監After Graduating, Kevin joined
Siemens Industrial Automation Shanghai Co. and was responsible for the
IT infrastructure, which including the management of Financial
and Service systems. In addition, he has managed software
development projects in US and Germany.
Kevin joined SAP at the beginning
of 1997 and has been involved with CRM projects in Germany and Japan.
At the beginning of 2001, Kevin was promoted to CRM Business
Development Director of SAP China to lead marketing, presales and
implementation to provide SAP CRM solutions to customers. He has
conducted system designs and implementation projects for major
customers like SVA, Chang Chun FAW, Digital China, and Stateline.
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Building and Retention
of High Valued Customers in Call Center
Dr. David Yuan, CRM Director
Accenture China
袁道唯博士___
中國埃森哲CRM總監
Dr. Yuan is the CRM Director of
Accenture China. Prior to joining Accenture
China, Dr. Yuan was the Director of Business
Consulting and General Manager of e-Sales Business Unit in
Hewlett-Packard China and Director of Direct Sales Division
in
Dell Computer (China).
Dr
Yuan has been in the business of call centre, development of on-line
business, CRM , and marketing through data mining for many years.
Dr. Yuan received his Ph.D. in
Psychology/Behavioral Neuroscience from University of Southern California.
He was Post-doctoral Researcher in University of California, Irvine. Dr.
Yuan is a consultant professor in the School of Economics and Management
of Tong Ji University in China.
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Listening to your
Customers to Maximize the Customer Relationship
Mr. P C Ting,
General Manager, North Asia,
Witness Systems
丁寶照先生___ Witness Systems 北亞洲區總經理
CRE Awards Silver Sponsor
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Customer Relationship
Management: Value, Service and Execution at Customer Service Center
(Case Study)
Ms. Rainbow Li, Senior Manager of Customer Service
Hutchison Telecommunications Ltd
和記電訊有限公司客戶服務高級經理
CRE Award Winner!
- Customer Service Center of the
Year 2002
- Corporate Service Team of the
Year 2002
- Customer Loyalty Program of the
Year 2002
- CRM Director of the Year 2002
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Total Customer
Experience Management at SONY (Case Study)
Mr. Stephen Wong, Division Manager
Sony Corporation (HK) Ltd
黃志明先生___
新力(香港)有限公司本部經理
Stephen Wong is the Division Manager
of Sony Corporation (HK) Ltd and also the adviser for Sony China Call
Center. Stephen has more than 10 years experience in Managing Customer
Service and Call Center Knowledge
Management, e-training for Sony
staff in East Asia Region. Stephen is now responsible for managing Sony
(HK) eContact Center supporting the full range of Sony products and
services. He is also responsible for managing three Customer Service
Centers. Sony (HK) Call Center has received many awards including Sony's
Global Chief Quality Officer ( CQO ) Gold Award.
CRE Award Winner!
- Call Center of the Year 2002
(Consumer Market)
- Service Portal of the Year 2002
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"PCCW's Winning
Practices on Telemarketing for Business Success" - sharing our 4R
telemarketing practices
Mr. Lewis Shum,
Assistant Vice President – Business Development (China),
PCCW Teleservices
沈運行先生
電訊盈科Teleservices
商務發展(中國)
助理副總裁
Lewis is the Assistant Vice
President – Business Development (China) of PCCW Teleservices.
With more than 15 years of system-integration and contact-management
experience in China, Lewis focuses on helping companies in eastern and
central China deliver customer-relationship management strategies.
Prior to joining
PCCW Teleservices, Lewis was Vice President of PCCW Internet Data Center
Services, servicing companies across greater China. He also gained
extensive experience in systems integration and solution consultancy in
China in his previous position as general manager of Dicheng Technology
Company Limited (Guangzhou), a subsidiary of Compaq Professional Services.
Lewis graduated
from the Chinese University of Hong Kong with a degree in physics and
computer science. He also studied e-commerce at the Hong Kong
University of Science and Technology.
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