Marketing is constantly changing, the reasons of its change are different: it depends in part on the economic and financial crisis that drives organizations to find new business opportunities and to build new value offerings, in part by a decrease in consumption, then the new ICT that enable companies to communicate with their markets and increase their presence, thanks in particular to communication strategies and listening feasible with multi-channels. Stumble
a conference that will cover some aspects of the renewal of the marketing process, basing the discussion on "tolerance" of the CRM model - that is the strategy of analysis and measurement of customer-relations firm - to an extended model of customer knowledge, rappresentato dal paradigma CEM: Customer Experience Management, ovvero gestione della particolare esperienza del cliente, misurabile attraverso i complessi indicatori della fiducia, della soddisfazione, dell'attaccamento al brand, fattori che possono contribuire alla "fidelizzazione".
Il convegno riguarderà i seguenti argomenti:
-come costruire e realizzare una strategia di Customer Experience Management,
-come individuare la tecnologia più adatta per una strategia CEM,
-come tramutare la gestione della customer experience in un fattore competitivo,
-quali sono le tendenze attuali, in Italia ed all'estero,
-i rapporti tra Customer Experience e socialità del web, al tempo dei network and intensification of digital communication.
Organization: International Business
http://customer-experience.businessinternational.it/home.action
Milan, May 13, 2010
