In today’s competitive market with a dynamic customer evolution it is no longer enough to provide excellence in customer experience. Today’s consumer not only looks for quality in the products they purchase and the services they receive, but they demand a tailored brand-customer relationship. Achieving this goal requires companies to understand the changing retail and communications landscape and to develop tools and techniques to collect and process data in order to effectively design a customer relationship programme.

The 13th edition of E.N.G.’s CRM & Marketing Excellence conference comes at a time where retaining a customer is ever more important due to on-going diminishing car sales. The industry must grasp how to extract the data that creates winning leads that turn into actual sales and revenue channels. This is only possible by understanding the customer and their growing online presence and behaviour. This understanding of today’s consumer is again the key to creating schemes in which customers feel they receive the service they deserve through the channels they desire.

Some of the key issues that will be explored this year in Barcelona include:

- Pinpointing the elements that create a successful loyalty programme
- Not all leads are good leads: Determine what data sources create winning leads
- Regaining customers’ confidence when things go wrong: Effectively managing customer complaints
- The new reality of social media and its current place in CRM
- Effectively designing customer feedback tools and linking this feedback to existing business data
- Analysing digital consumer behaviour and whether automotive sales processes have evolved accordingly
- Evaluating the role of captive finance in customer retention

For interest in speaking or sponsoring, please contact Pam Walter, Business Development Manager, +41 44 586 4590, pwalter@engspain.com.

Part of E.N.G.'s Automotive Series 2013:
- Vehicle Remarketing, 29/30 January, 5th annual
- Auto Retail & Distribution, 20/21 March, 13th annual
- Strategic Growth in Light Commercial Vehicle and Truck Sectors, 14/15 May
- Automotive Finance, 4/5 June, 5th annual
- MOVE 2013: Europe's meeting point for innovation in automotive mobility, 25/26 September 2nd annual
- Automotive CRM & Marketing Excellence, 13/14 November, 13th annual

Who should attend

The executives that will gain the greatest benefit through attendance are those involved in customer relationship management, marketing and customer experience including Senior vice presidents, vice presidents, directors, managers and heads of:

Customer Relationship Management | Customer Insight | Customer Dialogue | Sales | Marketing | Interactive/Digital Marketing | Customer Experience | Dealer Relations | Social Media | Aftersales