Key Offerings
Conference Specifics
"Transforming into an elite customer centric financial institution"
September 28, 2000:  Keidanren International Hall (Otemachi), 11F

08:30-09:00		Registration
09:00-09:20		Chairman's Address: eCRM in the spotlight!  Seiichiro Sato, Director, PricewaterhouseCoopers
09:20-10:10		eCRM Leading Practice in Retail Financial Services  Kenji Watanabe, Senior Manager, PricewaterhouseCoopers What is eCRM and what are the key components - total view How to implement eCRM successfully - breaking down organizational silos, open technology. eCRM Technology Building Blocks Key technology components for leading practice eCRM Bringing all the components together for improved marketing and service effectiveness
10:30-10:50		Morning Coffee/Tea Break
10:50-11:30		Building and Retaining Customer Relationships whilst Reducing Cost  Takahiro Aoki, General Manager, e-Business Management Division, The Suruga Bank The economics of CRM - lower transaction costs but exploding transaction frequencies Successfully reducing costs through CRM
11:30-12:10		Japanese Case Study - Implementation of Customer Relationship System connected to Retailers  Ryota Okada, Senior Manager, Systems Department, JCB Total Customer Relationship System connected to POS Present effectiveness and challenges in the future
12:10-13:10		Luncheon
13:10-13:50		Data Science - An enabler for eCRM  Yasuhiro Ohata, Chief Operating Officer, R2 innovation How to elevate customer data to the practicable information for strategic customer care Case Study: Juroku Bank
13:50-14:30		Internattional Case Study: On-line Securities  Atsushi Kunishige, CEO, DLJ Direct SFG Securities Compatible use of improvement of customer service and strategic marketing What needs for customer management system to maintain a leader in Internet finance market in the future?
14:30-14:50		Afternoon Coffee/Tea Break
14:50-15:30		Integrate eCRM into your marketing and service processes   John Dorff, President, Acxiom Japan eCRM as part of the process: Connection to Marketing and Sales Integrated systems and data across all processes and customer touchpoints
15:30-16:10		Development From Traditional Call Center to New Contact Center  Allan O'Bryant, President of AFLACdirect, American Family Life Assuarance Company of Columbus Background and factors : moving from Call center to Contact center System integration to build Contact center adapting multi channel Merits and profits by a usage of Contact center
16:10-16:20		Closing Comments