5%
ITSMA Sponsor discount. Enter ITSMA in the sponsor
discount box on the registration
form.
Overview
The technology industry today is grappling with a dramatic shift in
the way customers evaluate, select, and purchase technology. The buying
process is longer, more complex, and more demanding than ever before,
and the buyers themselves are markedly less loyal. In such an environment,
reference programs can be a company’s lifeline—helping to
create honest conversation and spark customer loyalty, retention, and
growth.
Featuring a presentation co-led by ITSMA’s Steve Hurley and
Big Sky, the Spring 2006 Customer Reference Forum will provide:
Insight into the groundbreaking “net promoter” approach
developed by Fred Reichheld, founder of Bain & Company’s loyalty
practice and author of The Ultimate Question
Practical strategies for gaining management support of your reference
program
Advice on how to create a solid vision for your reference program,
develop a roadmap to get there, and measure progress
A five-point blueprint for building a well coordinated, extended team
of internal and external resources to deliver a successful reference
program
And more!
Featured Speakers
Fred Reichheld, Director Emeritus and Bain Fellow, Bain & Company
Promise Phelon, President/CEO, The Phelon Group
Coleen Kaiser, Vice President, Customer Value and Reference Services,
SAP
Kathryn Perkins, Senior Manager, Customer Marketing, SumTotal Systems
Barbara Krasner, Director of Customer Advocacy Marketing, Lucent Technologies
