Downton Consulting (part of Noventum Service Management Consultants - Events Feed

Service Economics - profitable growth in economically challenging times -Webinar

Sat, 25 Sep 2010 10:49:50 +0300

Start: 24 Aug 2010 - 16:00

End: 24 Aug 2010 - 17:00

As economists debate the possibility of a double dip recession, and contrary to current trends, successful service companies seem able to deliver increased revenues and profitability. Their success appears to lie in using a brand driven service strategy and focus on the economics of service. This webinar will look at how they achieve this success. The webinar will provide insight into:

How they generate increased revenue
What are the characteristics of a successful service strategy
What is the roadmap to becoming successful in services
How successful CEOs are leveraging their service operation beyond a cost centre to become a profit centre
How they have created service as the source of profitable growth
Finally using the brand createdas the strategic differentiator of the company

Webinar: Service Economics - The Economic Impact of Services in Business

Wed, 15 Jun 2011 13:29:48 +0300

Start: 9 Sep 2010 - 16:30

End: 9 Sep 2010 - 17:30

As competition and business pressures grow stronger and revenue and margins get squeezed; how do you ensure that the business focus is on customer loyalty and revenue generation? - How do you grow revenues and make sure your customers stay loyal at the same time?

Join this live Webinar to hear Steve Downton, co-author of the newly published; “Service Economics” facilitate a presentation and discussions with Noventum senior consultants in the areas of:

Customer Experience Management: How companies are able to manage a branded customer experience; to make sure that expectation is in line with the customer’s actual experience.

Service Innovation: How companies are able to set up a process to understand customer needs and develop new service propositions?

Service Economics Breakfast Discussion Forum

Wed, 22 Sep 2010 11:24:26 +0300

Start: 22 Sep 2010 - 08:00

End: 22 Sep 2010 - 10:00

This breakfast event will be held at Oracle BVP Birmingham and coincides with Service Management Europe exhibition.

The Forum will comprise a small group of selected customers and prospects who will be attending the NEC Service Management conference and who are particularly interested in considering service management solutions.

The discussion forum will last 2 hours, with a focus on the current trends and issues driving the need for improved solutions and the value they would provide.

Attendees will gain insight into:
the leading research on IT systems and trends
issues including benchmark of cost to serve
Network with peers
Have the opportunity to bring questions and issues to open debate
Learn more about Noventum's Service Innovation Research Programme
Experience the UK book launch for 'Service Economics' Published by Noventum

Service Supply Chain - What Next? - Webinar

Thu, 23 Sep 2010 00:04:51 +0300

Start: 6 Oct 2010 - 16:00

End: 6 Oct 2010 - 17:00

THE SERVICE SUPPLY CHAIN OF THE FUTURE WILL BE SMARTER!

This webinar will consider the key issues and challenges that Service Supply Chain Management must face in the current economic climate and in preparation for the inevitable upturn. From our client work and research we have identified a number of areas that Supply Chains must address in order to stay competitive and meet customer changing needs. Moreover this webinar will give you insight into the importance of cost containment and how Service Supply Chains can add value and help you to improve bottom line results. The answer lies in establishing a SMARTER Service Supply Chain.

You will also learn how to overcome the major challenges of;
- Supply Chain Visibility
- The importance of Collaboration and reducing Risk
- Coping with Increasing Customer Demands
- Globalisation
- Ensuring KPI’s are directly linked to results

Join this live Webinar to hear Maarten Pruijmboom, Senior Consultant at Noventum Service Management Consultants and Donal Lynch, Senior Consultant at Noventum Service Management Consultants and former VP Global Service Parts at Wartsilä on these Future Trends in Service Supply Chain Management

Service Economics - The Economic Impact of Services in Business - Virtual Roundtable

Thu, 07 Oct 2010 16:33:14 +0300

Start: 7 Oct 2010 - 16:00

End: 7 Oct 2010 - 17:30

Service Economics is not intended as a buzz phrase it is an attempt to explain service in terms that the Board will fully align with and recognise as valuable. The aim of our research and the topic of the "Executive Summit -Service Economics" is to develop further understanding and develop the new economic rule book to play by when defining a sustainable service strategy and running a successful service business.

VOICE Days plus: The future starts today

Thu, 28 Oct 2010 19:28:28 +0300

Start: 12 Oct 2010 - 10:00

End: 13 Oct 2010 - 18:00

VOICE Days plus 2010 is the autumn event for customer interaction in service and focuses on customer experience, service automation, processes / collaboration and performance management.

The some 4,000 trade visitors can look forward to a mix of information, practical knowledge and networking on 12–13 October. At the trend-setting congress, many top speakers present lasting customer experiences and give insights into their customer services, including: Thomas Reitstetter, Baur; Albert Hirsch, buch.de; Marcell D’Avis, 1&1; Uwe Nowak, IBM; Johannes Wesp, Deutsche Telekom; Philipp Dostal, Hotel.de and Max Wittrock, mymuesli.de.

Oracle CRM Service Process Roundtable

Thu, 04 Nov 2010 16:50:30 +0200

Start: 15 Nov 2010 - 16:00

End: 15 Nov 2010 - 17:30

Companies starting a Service Transformation often encounter Process and IT issues such as how to balance standardisation without being monolithic, how to effectively redesign processes and implement them in systems, and how to avoid a disruptive big- bang approach, as well as many other challenges.

SAP CRM Service Process Roundtable

Fri, 05 Nov 2010 13:04:35 +0200

Start: 25 Nov 2010 - 16:00

End: 25 Nov 2010 - 17:30

Service Supply Chain Roundtable

Thu, 09 Dec 2010 17:04:04 +0200

Start: 7 Dec 2010 - 16:00

End: 7 Dec 2010 - 17:30

Building a Smarter Supply Chain for the Future

There is a clear need to drive innovation into best-class organisations proving to top tier management and directors, that there is a need to change intrinsically throughout every aspect of the organisation. Indeed the future Supply Chain will be Smarter, will positively impact cost reduction, add value and improve bottom line results.

In order to recognise the power of the supply chain, our research will demonstrate;
- The importance of collaboration and risk reduction
- Why investment in technology will enable visibility across the supply chain
- The need to link KPI’s to increasing customer demands
The research will help further define the challenges in moving towards globalisation in your supply chain.

Dusseldorf Coffee Table Session on Customer Satisfaction Surveys

Fri, 04 Mar 2011 11:25:34 +0200

Start: 12 Jan 2011 - 00:00

End: 12 Jan 2011 - 17:00

We felt that a new initiative in the customer survey area was needed. Many of our clients, researchers in the academic field and Noventum partners, felt that present day customer satisfaction and loyalty surveys were not up to standard anymore; they are old fashioned. Results remain unaltered over many years. Outcomes can usually be predictable and easily explained. We are not being forced into action. There is no inspiration. The standard formula has run out of fuel. Time for a change!

SAP CRM Service Process Roundtable - Part Two

Thu, 20 Jan 2011 13:32:41 +0200

Start: 25 Jan 2011 - 16:00

End: 25 Jan 2011 - 17:30

London Coffee Table Session on Customer Satisfaction Surveys

Fri, 15 Apr 2011 11:46:49 +0300

Start: 28 Feb 2011 - 12:30

End: 1 Mar 2011 - 12:00

“We measure the hell out of everything” one of our guests ironically remarked in London, at the coffee table following the Düsseldorf meeting on Customer Satisfaction Surveys (CSSs). “Customer Satisfaction Surveys are not dead at all…” one of the other participants remarked. A wide variety of directors, all from renowned companies, exchanged their experiences again on this subject.

Service Economics Roundtable

Tue, 22 Feb 2011 12:29:11 +0200

Start: 23 Mar 2011 - 16:00

End: 23 Mar 2011 - 17:30

The purpose of this roundtable will be to discuss and learn from those companies achieving revenue growth (around 20%) for the last three years, having switched from purely product-based branding into a more lucrative brand-driven service organisation.

Service & Maintenance Conference 2011

Mon, 06 Jun 2011 10:27:57 +0300

Start: 31 Mar 2011 - 00:00

End: 31 Mar 2011 - 17:00

The Service & Maintenance Congress stands for innovation in service and maintenance processes at strategic and operational level. The congress and exhibition is for people involved in performance improvement of service and maintenance.

This will be an excellent opportunity to network with many peers from various industry sectors in the Netherlands and share knowledge, innovation and best practices.

European Service Business Summit

Fri, 06 May 2011 17:06:27 +0300

Start: 16 Jun 2011 - 07:30

End: 17 Jun 2011 - 13:00

The companies most successful in creating profitable service operations consider strategic solutions, as they have understood the necessity of driving growth of service as the key business differentiator; and the value of launching and promoting a successful service business.

Webinar: Generating Growth with Powerful People Performance

Fri, 17 Jun 2011 14:53:43 +0300

Start: 6 Jul 2011 - 16:00

End: 6 Jul 2011 - 17:30

Generating growth seems to be top of all companies agenda; together with the focus of people capability and performance – how should you develop and transform your staff into a skilled customer-interface team?

Some of the challenges you may be facing when assessing and developing your personnel include:

Powerful People Performance
• Retaining and motivating your best people
• Developing, managing and retraining your staff providing them with the new tools to survive and meet the evolving needs of your customers
• Assessing technical and customer handlng competencies and educating your staff in new process adherence to ensure optimum output
• Managing HR recruitment and redundancy

Enhancing the brand experience
Improving Customer Satisfaction and Loyalty
Improving the Customer Experience
Generating More Revenue from Existing Customers

These challenges are further complicated by the ongoing need to provide a fully sustainable delivery capability in terms of cost and performance.

Be Perceived by your Customers as an Innovative Sustainable Organisation

This webinar will address these challenges and provide solutions that will enable you to take action with confidence into delivering Powerful People Performance.

Webinar: The Five Critical Success Factors to Service Transformation

Tue, 12 Jul 2011 12:22:41 +0300

Start: 12 Jul 2011 - 16:00

End: 12 Jul 2011 - 17:30

Get closer to key customers:
– Working in partnership with the customer to build strong long term relationship
– Establishing an ongoing and in-depth dialogue with customers to define their business challenges
– Understand how customers experience value, from both tangible and intangible benefits
Strengthen the service propositions:
– Focus on cost, business case, and risk reduction for the customer.
– Addressing the business challenges of customers, utilising technology in the context of the customer's business
– Offerings that address the issues of cost containment, sustainability and response
Focus on high quality service delivery:
– Deliver existing business and win new business, to scale-up, innovate, and respond.
– Best perceived quality will maintain consistently high price levels and contribute to building the Brand
– Growth of service revenues can only be achieved through standardisation
– Customers increasingly demand standardisation of their experience through design and management of all elements of the service experience delivery
Deliver consistent, reliable, repeatable and sustainable solutions:
– Provide compelling and cost-effective propositions
– Services need to be designed and developed just like products. Doing so will make it possible to deliver high quality services to fulfil customer expectations
Establish more effective remote support:
– The model will move towards a faster, lower-cost, and effective remote support