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European Financial Management & Marketing Association EFMA

October 21-22, 2010
38th Efma Congress: multichannel and micro-channelling - European Financial Management & Marketing Association
Roma, UniCredit Banca di Roma S.p.A., Italy
The conference will discuss various strategic and practical issues, including: - Customer-driven channel management: Developing the right multi-channel strategy for the next decade. The future roles of the branch and the customer relationship model. Building micro-capabilities within each channel. Rebuilding customer trust and confidence and creating an integrated customer experience. The role of self service and automation. - Creating the right channel mix: The use of channel performance metrics and targeting. Transforming the online buying experience. The future role of customer contact centres. Using technology to improve connectivity and communication in all channels. Taking advantage of social networks. - Improving staff capabilities: Recruiting and training the right staff for each channel. Changing the staff culture and improving customer communication techniques and contact strategies. Moving towards an advisory sales distribution model. [gem?_?? den Informationen des Anbieters - according to site editor's information]
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