The central theme for the event as always is 'Strategies for a Customer-Driven Economy'. At Custommerce we believe that we can achieve this through Customer Interaction Management (for) - A Customer-Centric Organization (towards) - A Customer-Driven Economy. Stated simply, CIM is what we at Custommerce are working on to achieve higher satisfaction levels that will result in a Customer-Centric Organization and ultimately lead towards a Customer-Driven Economy.

The event this year, worked at the CCO level - on strategies that enable organizations become customer centric.

Theme - Customer Centric Organizations
Date - 24th & 25th August, 2007
Venue - The Marriott, Hyderabad, India

Day 1
Day 1 was case study based learning, where organizations who achieved a certain level of Customer Service and Customer Interaction, shared their challenges and strategies adopted to overcome these and the results thereof.

Session I

108 EMRI - 9 Lessons Learnt in Customer Service
Venkat Changavalli, CEO EMRI

Session II

Cacophony or Symphony?
Coming together to create music

This was a practical session where the group was split into three and was taught to play various musical instruments such as Octopad, Triple Congo, and the Keyboard. After the training session, they came together to create music. In an orchestra, all performers come together to create music; even if one performer does not sync along with their group, it would be cacophony and not symphony.

The objective of this session was to show case the importance of all departments in an organization working together to deliver superior customer service. Should one department play its own tune it would result in customer dissatisfaction.

Session III

Blue Dart
Paul Vincent, Head IT

Session IV

Taking Custommerce to the Next Level

The objective of this session was to find out from the delegates what they would like Custommerce to achieve industry at large and how they would like to contribute.

Custommerce Board.

Day 2

The workshop on Day 2 was focused on the importance of cross linkages of various departments that come together to deliver quality customer service and action points thereof.

Building a Customer Centric Organization by Unleashing Human Potential

Workshop Session Overview:
The workshop on Building a Customer Centric Organization by Unleashing Human Potential provided executives an opportunity to learn how customer-centric organizations drive organic growth through a focus on maximizing employee and customer engagement. Delegates learnt from 2 best practice case studies on creating customer engagement. In addition a select panel of Custommerce experts and consultants from The Gallup Organization worked with executives to discuss and identify how they can create a systematic process to understand, develop, and sustain Customer Centricity and customer engagement in their organizations to achieve business success.

•	Traditional approaches to building Customer Centricity and why they have consistently failed to deliver on business results
•	Organizational transformation tools which work - employee engagement and customer engagement
•	Shifting mindsets - from internal process driven to external customer engagement driven
•	Rallying each organizational function around a common objective - superior customer engagement
•	Developing and managing a Customer Centric emotional economy in your organization from the ground up - Overview of the HumanSigmaTM

If you would like to know more on CUSTOMMERCE please write to: marketing@servion.com

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