(Invitation-only meeting for sponsors of ITSMA membership)

ITSMA Inner Circle Meeting

Lessons From Other Industries – What Can We Learn From Investment Banks, Airlines, And Construction?

13 September 2006
17:30–21:00 London time

Hosted by BT, Central London, U.K.

Overview

As the technology services industry continues to mature, we face a number of imperatives such as the need to manage long-term customer relationships more effectively, to deliver a well designed, differentiated, and consistent customer experience, and to work in different types of arrangements with business partners.

Luckily, we aren’t the first industry to face these imperatives, which means we have the opportunity to take a few shortcuts by learning from the experiences of our peers in other industries.

Drawing on speakers from three industries that have already faced similar markets and business imperatives, this Inner Circle Meeting will explore the lessons to be learned from the ways in which:

• Financial institutions demonstrate the value of brand and marketing, deal with multiple stakeholders, and build strong differentiated positioning
• Airlines differentiate the commodity that is air travel by designing and delivering the right customer experience
• Construction firms offer solutions to their customers by working collaboratively with business partners in a variety of ways

Special Guest Speakers

• Geoff Dodds, Head of Brand Strategy, Lloyds of London
• Peter Fisk, Group Managing Director, Brand Finance
• David Benson, Director of Carillion Defence

This invitation-only meeting will provide senior marketing executives a rare opportunity to discuss key challenges with their peers, and explore the latest findings from ITSMA research, in a comfortable, small-group setting. Other ITSMA personnel will be on hand to provide additional expertise and views.

Participation is by invitation only. If you would like to discuss who might be eligible to participate from your company, please contact Victoria Keen on +44 1892 523060 or at vkeen@itsma.com.

Your Facilitator	[TOP OF PAGE]

Celia Gaffney
Associate Director, ITSMA Europe
cgaffney@itsma.com

Celia is an Associate Director with ITSMA Europe, working on operational marketing issues, particularly where they interface with other business functions such as business development, sales, and customer service.

With nearly 20 years in the Marketing, Sales and Customer Service fields, at IBM, as a Partner at KPMG Consulting, and latterly as Marketing Director at Atos Origin, Celia has a wealth of experience both in operational business management, and in professional services Consulting. Celia’s focus is on assisting businesses in developing pragmatic customer management strategies through to operational delivery, working with organisations to help them to improve reach and deliver value to the business. Celia holds a BA (Hons) degree from University College, London.

Location and Event Information	[TOP OF PAGE]

Event Date:	13 September 2006
Event Time:	17:30–21:00 London time
Member price:	No Charge
Non-member price:	This event is open to ITSMA member companies only.
Event Location:	Central London
	Should you need any additional information, details or assistance please contact Victoria Keen on +44 (0)1892 523 060 or at vkeen@itsma.com.

About ITSMA
ITSMA specializes in helping companies market and sell services and solutions. As a membership organization, we work with the world's leading technology, communications, and professional services firms to generate new business, strengthen customer loyalty, and increase brand differentiation. Through research, consulting, training, and community we provide the insight companies need to improve marketing impact, sales performance, and business results. ITSMA is based in Lexington, Massachusetts, and has offices in the United States, the United Kingdom, and Japan. Learn more at www.itsma.com.