3rd nordic marketing conference, workshop report
DESCRIPTION
3rd Nordic Marketing Conference, Workshop Report. Workshop 2 Customer Relation Management Segmentation Customer Data Base. Susanne Hellman-Ketola SF Mikael Pedersen DSt Anne Nuka StatEst Daina Gulbe StatLat Audronë Miskiniene StatLit Camilla Torp SSB. Martin Lagerström SCB - PowerPoint PPT PresentationTRANSCRIPT
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3rd Nordic Marketing Conference, Workshop Report
• Workshop 2
• Customer Relation Management• Segmentation
• Customer Data Base
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Participants of the workshop
• Susanne Hellman-Ketola SF
• Mikael Pedersen DSt• Anne Nuka StatEst• Daina Gulbe StatLat• Audronë Miskiniene
StatLit• Camilla Torp SSB
• Martin Lagerström SCB
• Agneta Sträng-Abrahamsson SCB
• Christina Thörne SCB• Petteri Baer SF• Minna Purja SF• [Heli Haapkylä SF]
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Main Topics Discussed• Customer segmentation
• Identification of customer groups and segmentation criteria
• The working group participants agreed that segmentation according to user needs is the most important segmentation criteria.
• Other criteria in use in the different CSOs were e.g. reputation, respondents, reference value, product development and duration of customer relationship
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Main Topics Discussed
• Customer Data Base• All CSOs have some kind of customer data base,
but most are not satisfied with data bases current state of contents and usability
• Most of the CSOs have development project on-going or about to start
• Obstacles mentioned were lack of top management support, lack of a common way of thinking about CRM within the organisation, uniform practices in usage and accumulating data in the data base
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Other Topics Discussed
• Short presentations had been written about Customer Segmentation (Latvia/Daina Gulbe, Estonia/Anne Nuka and Lithuania/Audrone Miskiniene), Customer Data Base (Finland/Minna Purja), Customised Service Concepts (Heli Haapkylä) and Measuring Results in CRM (Finland), all available on the web site of the Conference