Annual European Forum
Show me the Money:
Capturing and Keeping Valuable Clients
18-19 May 2004
Radisson Edwardian Hotel, Heathrow, London, UK
Overview
With revenue growth targets for services in double digits this year,
and marketing budgets holding steady at best in most companies, leading
marketers are developing innovative strategies and programmes to increase
both revenue and profitability for their businesses.
ITSMA will gather together some of today’s most successful
technology service marketers to discuss what works for them, at our
2004 Annual European Forum. We’ve also invited some of your
target customers along, to explain to you their priorities, perceptions,
and preferences when buying IT services.
We’ve designed ‘Show me the money: Capturing and Keeping
Valuable Clients’ to offer real world solutions to the business
issues your company faces on a daily basis, such as:
Which opportunities can offer us the best chance of meeting
our growth targets?
How can we beat our competitors to the clients we want while
maintaining our margins?
What do we need to do to grow our share of our clients’
IT services spend?
How can we turn our clients into ambassadors and referees for
our services?
And ITSMA’s Forum will deal with the five priorities that European
marketers are focused on in 2004, namely:
Driving strategic marketing thinking into the firm;
Designing and delivering real brand differentiation;
Getting personal in your communications with clients;
Getting a win-win result from working with partners;
Demonstrating the value marketing delivers to the business.
Built for mid- to senior-level executives who are responsible for
creating, managing and marketing technology-based services, this Forum
is for you if you want to:
Dave Snowden, Director, Canolfan Cynefin Centre, IBM Global
Services
Orla Hogan, Marketing Director, General Western Europe, Hewlett-Packard
Services
Rakesh Mahajan, General Manager, Strategy & Business
Development, Indirect channels, BT Retail
Philip Drew, National Director of Sales Management and New
Business, PricewaterhouseCoopers
Brette Gillman, Senior Principal, Marketing, American Management
Systems
Sangita Singh, Vice President and Chief Marketing Officer,
Wipro Technologies
Claire Hamon, Director of Business Information Systems, Crown
Prosecution Services, UK
Bernard Buckley & Brendan Mulreany, Senior Independent
HR & IT Directors
Peter Young, Marketing and Solutions Director, Vega
Ellyn Raftery, Vice President Marketing Strategy, Unisys
Beverley Burgess, Vice President and Managing Director, ITSMA
Europe
David Munn, President and CEO, ITSMA
Philip Oliver, Vice President, ITSMA; former Vice President,
Worldwide Strategy, IBM Global Services
This forum qualifies for 7 hours CPD under the Chartered Institute
of Marketing's continuing professional development scheme leading
to the award of Chartered Marketer.
More information can be found on the website at www.cim.co.uk.
Tuesday, 18 May: Understanding
Expectations and Designing the Right Client Experience
0900
Welcome
Bev Burgess, Vice President & Managing Director, ITSMA Europe
0930
An Update on Marketing’s Role in
Driving Business Strategy
Philip Oliver, Vice President, ITSMA
1010
What Clients Want: Finding
Patterns in Complexity
Dave Snowden, Director, Canolfan Cynefin Centre, IBM Global Services
1110
Morning Break
1140
CIO Agenda: Demonstrating
the value
Claire Hamon, Director of Business Information Systems, Crown Prosecution
Service, UK
1215
IT Outsourcing – The Next Generation
Bernard Buckley & Brendan Mulreany, Senior Independent HR &
IT Directors
1255
Close and Summary of
Morning Session
Bev Burgess, Vice President & Managing Director, ITSMA Europe
1300
Lunch and Networking Break
1415
Welcome Back
Dave Munn, CEO & President, ITSMA
1445
Designing The Right Service Experience
Ellyn Raftery, Vice President Marketing Strategy, Unisys
1530
Afternoon Break
1600
Group Breakouts – Bringing Partners
into the Mix
Breakout A: Delivering and capturing
value in a Consortia
Peter Young, Marketing and Solutions Director, Vega
Breakout B: Gaining access to new
client value through partners
Rakesh Mahajan, General Manager, Strategy & Business Development,
Indirect channels, BT Retail
1710
Managing Marketing Programmes
Across Europe
Orla Hogan, Marketing Director, General Western Europe, HP Services
1755
Closing Summary
Bev Burgess, Vice President & Managing Director, ITSMA Europe
1800
Personal Time
1930
Conference Dinner
Wednesday, 19 May: Maximising
the Lifetime Value of Clients
0900
Welcome
Bev Burgess, Vice President & Managing Director, ITSMA Europe
0915
Driving Interest: Managing an Integrated
Lead Generation Programme
Sangita Singh, Vice President and Chief Marketing Officer, Wipro Technologies
1000
Getting to Yes: Building
Confidence and Skills to Win
Philip Drew, National Director of Sales Management and New Business,
PricewaterhouseCoopers
1045
Morning Break
1115
Account-Based Marketing:
Towards Long Term Client Value
Brette Gillman, Senior Principal, Marketing, American Management Systems
1200
Building on a Positive Experience: Alumni
Marketing
McKinsey
1245
Summary and Close
Bev Burgess, Vice President & Managing Director, ITSMA Europe
1300
Networking Lunch
Please note: ITSMA reserves the right to make changes
or substitutions to this event. More details regarding this event will
be posted as soon as they become available.
Hotel accommodations are the
responsibility of the registrant. A block of rooms has been reserved
on a first-come, first-serve basis at the Radisson Edwardian Hotel
at Heathrow.
Please quote reference number 0517HEL
when making your reservation.
Room Rates:
Please contact the hotel directly
for room reservations. Indicate that you are attending ITSMA's
Annual Forum to receive the special rate of £118 (€177)
per night. This rate includes VAT and Breakfast.
Venue
Information:
The five-star Radisson Edwardian is lavish, stylish, richly equipped
and displays an exceptional collection of newly commissioned art,
designer furniture and grand oriental artefacts. It has been voted
"Best Airport Hotel in the World" for seven years running
by readers of Business Traveller magazine. The hotel is situated
minutes from Heathrow airport, making it a perfect base for travelling
to and from London.
Step inside, and you will find several
Oriental artefacts, including Chinese emperor's chairs, Malaysian
bhuddas and 3 metre solid bronze planters from Thailand. The piece
de resistance is a splendid Cambodian temple bell.
The hotel offers all the facilities expected
from a luxury 5 star hotel, including a health spa, business centre,
newsagent, hairdressers, jewellery shop, 43 conference rooms and beautifully
decorated and comfortable bedrooms.
Cancellation Policy Any cancellations or substitutions must be in writing. Send any
notices to ITSMA Europe, 8 Mount Ephraim, Tunbridge Wells, Kent, TN4 8AS,
UK or via email to info@itsma.com.
You may cancel your enrollment without penalty up to ten business days
before the start of the event. A £200 administration fee will be
imposed for cancellations received after this data. Non-attendance without
cancellation will incur the full event fee. Substitutions approved by
ITSMA Europe are permitted up to the start of the event.
Satisfaction Guarantee
ITSMA Europe guarantees your complete satisfaction with this event. If,
however, you are not satisfied, we will provide you with a full refund
of your money, or provide a credit towards another ITSMA offering.
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.
Venue
Information: