Optimising LOYALTY & CRM Knowledge and Expertise Sharing through Varying Industry Perspectives in Championing the New Asian Generation of Consumers

精通客户忠诚计划与精通客户忠诚计划与精通客户忠诚计划与精通客户忠诚计划与 CRM

以掌握以掌握以掌握以掌握开发和维护亚洲新生代消费者开发和维护亚洲新生代消费者开发和维护亚洲新生代消费者开发和维护亚洲新生代消费者市场市场市场市场的成功之道的成功之道的成功之道的成功之道

Post Conference Report

会会会会后后后后报告报告报告报告

Main Conference

主体会议主体会议主体会议主体会议

Pre-conference Workshop

会前会前会前会前培训培训培训培训

Proudly Organized by

会议组织者会议组织者会议组织者会议组织者

Speakers and Panelists演讲演讲演讲演讲者者者者及专家组及专家组及专家组及专家组

Hermann Winkler

VP , SWAROVSKI

ELEMENTS, China 文浩峰文浩峰文浩峰文浩峰 施华洛世奇元素施华洛世奇元素施华洛世奇元素施华洛世奇元素 中国中国中国中国副总裁副总裁副总裁副总裁

Chinthana Jayasekara

Head of Mobile Commerce and

Partner Management ,

Dialog Axiata PLC, Sri Lanka

Alvin Foo Head of Mobile - Greater China, Google China 符传志符传志符传志符传志 谷歌大中华区移动业谷歌大中华区移动业谷歌大中华区移动业谷歌大中华区移动业务总监务总监务总监务总监

Cindy Wu Founder and CEO

China Rewards 吴限吴限吴限吴限 中国奖励中国奖励中国奖励中国奖励创办人及首创办人及首创办人及首创办人及首席执行官席执行官席执行官席执行官

Angela Bai Head of Business

Development China, MasterCard

Worldwide 白虹白虹白虹白虹 万事达卡中国事业发万事达卡中国事业发万事达卡中国事业发万事达卡中国事业发展总监展总监展总监展总监

Serdar Senay CRM Coordinator, OPET Petroleum,

Turkey

Jeanette Beltran Head of Customer

Lifecycle Management,

Globe Telecom, Philippines

Jin Yingjie Deputy

GM,AirChina 靳英杰靳英杰靳英杰靳英杰 中国国航副总经理中国国航副总经理中国国航副总经理中国国航副总经理

Xie Yanyan Deputy GM

Greentown China 谢燕燕谢燕燕谢燕燕谢燕燕 绿城房产副总经理绿城房产副总经理绿城房产副总经理绿城房产副总经理

Vincent Ling VP Ops, KargoCard 凌敬凌敬凌敬凌敬忠忠忠忠 创愿运营副总裁创愿运营副总裁创愿运营副总裁创愿运营副总裁

David Suzuki CEO, KargoCard 大大大大卫铃木卫铃木卫铃木卫铃木 创愿首席执行官创愿首席执行官创愿首席执行官创愿首席执行官

Hardy He Vice President of Sales, KargoCard

China 何新勇何新勇何新勇何新勇 创愿销售副总裁创愿销售副总裁创愿销售副总裁创愿销售副总裁

Dr Olivier Maugain Chief Executive Officer, SPSS

China 莫利伟莫利伟莫利伟莫利伟

SPSS 中国中国中国中国执行执行执行执行总裁总裁总裁总裁

Andy Zhong Director and

Founder of Alipay Points, Alibaba

Group, China 钟晓光钟晓光钟晓光钟晓光 支付宝用户事业部支付宝用户事业部支付宝用户事业部支付宝用户事业部总总总总监监监监、、、、业务创始人业务创始人业务创始人业务创始人

Candy Huang Director of Sales & Marketing, Jinling Hotels & Resorts

Co, China 黄业梅黄业梅黄业梅黄业梅 金陵酒店管理公司市金陵酒店管理公司市金陵酒店管理公司市金陵酒店管理公司市场销售部总监场销售部总监场销售部总监场销售部总监

Jianbin Gao

Director, Oracle China 高建高建高建高建彬彬彬彬 大中华区高级服务总大中华区高级服务总大中华区高级服务总大中华区高级服务总监监监监，，，，甲骨文软件甲骨文软件甲骨文软件甲骨文软件

Lei Xu Vice President, Energy Source Kaytune, China 徐磊徐磊徐磊徐磊 安瑞索思安瑞索思安瑞索思安瑞索思副总经理副总经理副总经理副总经理

Koos Berkhout MD, Azusa UK

Basker Rangachari Chief Marketing

Officer, Standard Chartered Bank HK 尹卓贤尹卓贤尹卓贤尹卓贤 渣打银行渣打银行渣打银行渣打银行（（（（香港香港香港香港））））市市市市场推广总监场推广总监场推广总监场推广总监

Norlida Abd Manaf, Vice President,

Head - Customer Relationship

Management, Sime Darby Property

Berhad, Malaysia

Gold Sponsor_金质赞助商金质赞助商金质赞助商金质赞助商__________________________________

KargoCard is the industry leader in the processing and distribution of prepaid cards in China. KargoCard specializes in marketing and promotion of prepaid and loyalty/membership cards for China’s large-scale brands. KargoCard’s proprietary platform for advanced processing has enabled China’s nationwide brands to offer world-class prepaid products. Headquartered in Shanghai, China, the company is privately held with venture backing from the CID GROUP and Global Catalyst Partners. 创愿（上海）（www.kargocard.com）是中国预付卡数据处理和发行业务平台领军者，专业从事为国内各大品牌提供的预付费卡和忠诚会员卡/会员卡的营销和推广。创愿针对先进数据处理开发的专利平台为中国全国性品牌提供世界级的预付卡产品。总部设在中国上海，该公司是华威集团和凯泰创业投资管理公司提供资金支持的私有企业。 Silver Sponsor_银质赞助商银质赞助商银质赞助商银质赞助商______________________________

Energy Source Kaytune （ http://www.energysource-cn.com ） is a leading CRM solution

provider in loyalty marketing and e-commerce. Founded in 2001, we have grown with the success of over 30 companies, i.e. China Eastern Airlines, Unilever, Zwilling, Mercedes-Benz. We offer expertise and services in marketing and loyalty programs to acquire new customers and retain loyal and profitable customers. Kaytune’s deep consumer insights, practical experience and proven capabilities of creativity, state-of-the-art technologies set our leading position in China Market. 安瑞索思（中国）有限公司是一家领先的在忠诚度营销和电子商务方面的 CRM 解决方案供应商。自从公司成立于 2001 年，我们与超过 30 家公司一起成长，比如中国东方航空，联合利华，双立人，梅赛德斯 - 奔驰等。我们提供市场营销和客户忠诚度计划专业知识和服务，以获得新客户和保留忠诚和带来利润的客户。安瑞索思深刻的消费者洞察，实践经验，成熟的创造能力，以及国家的最先进的技术使我们在中国市场处于领先地位。 Local Sponsor_本土赞助商本土赞助商本土赞助商本土赞助商______________________________

ChinaRewards (www.chinarewards.cn) is a leading loyalty management company in China. It is a strategic partner of China Union Pay (CUP). ChinaRewards operates a coalition points program with an extensive network of merchant partners that provides generous rewards to about 750 million CUP cardholders both inside China and globally. ChinaRewards aims to form alliance with all major international points programs to share and exchange benefits cross-border. 本土赞助商中国奖励是一家领先的忠诚度管理公司。中国银联的重要战略合作伙伴，并与全球重要积分计划建立了积分联盟，是中国目前唯一一个跨国界、跨行业的通用积分计划。它拥有一批重要的商户资源，为七点五亿中国银联卡友提供慷慨的多倍积分奖励，是买家和卖家的重要媒介。

Event Supportor _活动支持商活动支持商活动支持商活动支持商____________________________

Official Media Partner_官方媒体合作伙伴官方媒体合作伙伴官方媒体合作伙伴官方媒体合作伙伴 ____________

The Wall Street Journal Asia is the leader in global business news for Asia. Since 1976, it has provided indispensable news and analysis of regional and global business developments for an influential pan-Asian audience of corporate and government decision-makers. The Journal Asia has been voted “most important business reading” amongst all international dailies in Asia in every “Business Elite Asia” study (formerly ABRS) since the survey’s inception in 1985. 亚洲华尔街日报是亚洲领先的全球商业新闻出版物。自 1976 年以来，它已经为有影响力的泛亚洲企业和政府决策层的读者提供了不可或缺的区域和全球的业务发展新闻和分析，。亚洲日报版被每一届的“亚洲商业精英”研究（前身 ABRS）评选为所有亚洲国际日报中“最重要的商业读物”，自从在 1985年该问卷调查推出以来。 Other Media Partners_其它媒体合作伙伴其它媒体合作伙伴其它媒体合作伙伴其它媒体合作伙伴 ____________

The Coffee Bean & Tea Leaf was founded in 1963 in United States, California, Coffee Bean always uphold the “absolute best” belief, Coffee Bean in 2002 stationed in Shanghai, China, 30 stores have been opened in Shanghai. 香啡缤始建于 1963 年美国的加利福尼亚，香啡缤一直秉持着“绝对最好”的信念，2002 年香啡缤进驻中国上海，至今已在上海开设门店达 30家。

What Participants Said about Our Annual Summit

与会者对我们年度峰会的评价与会者对我们年度峰会的评价与会者对我们年度峰会的评价与会者对我们年度峰会的评价

Main Conference 主体会议主体会议主体会议主体会议

“Very well supported by Neoedge staff pre and during conference. Excellent communications and delegates. It was my first conference and it was very well organized and managed. A good range of speakers” ------ Marketing Manager, Air Niugini Limited “Efficient Organization”----- Director of Loyalty Marketing, Hyatt Hotel China

“Very good program and good organization”---- DGM, Hyundai Motor India Limited “Very good seminar with expert speaker from each field of work” ----- PT Kustodian Sentral Efek

Indonesia “Good conference, a lot of thing will improve my job.”----- Head of Customer Relationship, PT KSEI Indonesia “Well arranged speakers are knowledgeable and present current topics; Neo-edge’s management is commendable.”----- VP, Robi Axiata Ltd “Great event. Truly a mind opener on the various CRM and loyalty strategies and initiatives and how to implement it properly to generate incremental business. A show case from various experts worldwide”----- VP, HSBC Indonesia “This event has given me a lot of fresh ideas. I am going to try out these ideas with my business. The networking is great: meet some great people, made some friends and some good business leads.”----- VP of Business Development, Pinpoint China

Pre-Conference Workshop 会前培训会前培训会前培训会前培训

“It was a great experience to attend Koos' session on building a sound loyalty proposition. We found the opportunity to evaluate our overall knowledge about loyalty and discuss it with the attendees from different members”----CRM Coordinator, Opet Petroleum Turkey “The loyalty workshop was outstanding in quality. The speaker had in depth knowledge of the industry and articulated well, very useful to loyalty professionals. “----- MD and CEO, Loylty Rewardz Management

“It is a very nice workshop. Meet people that have different experiences which make the workshop useful for our practical work. “-----PT Kustodian Sentral Efek Indonesia

“Well organized event; professional speaker and a lot of things to learn” ---- Arvato Services China “This workshop is highly valuable to loyalty program starter, implementer and controller.” ----Marketing Team Leader, Saigon Vietnam “World class learning facilitator with up to date, insightful program which has high implementation feasibility to corporate needs”------HR, Friesland Campina Vietnam “Well-organized training, pleasant and helpful staff.”------ GM, Groupe-Bel “The event provided new insights and new perspective for us to improve our current initiative. Truly a mind opener, even for those who think that they have done all in managing the customer loyalty.” ----- VP Premier Portfolio and Loyalty, HSBC Indonesia

Companies Attended Our Past Annual Summits Include:

参加我们年度峰会的公司包括参加我们年度峰会的公司包括参加我们年度峰会的公司包括参加我们年度峰会的公司包括：：：：

Accor - Greater China KargoCard (Shanghai) Co Ltd

Accord Consulting Services LoyaltyOne

Acxiom Global Marketing Loylogic

Air China Loylty Rewardz Management Pvt Ltd

Air Niugini Limited Manulife-Sinochem Life Insurance Co Ltd

Alibaba Group MasterCard Worldwide

American Express International Inc Millenium & Copthorne Hotels

Amore Pacific Mobitel (Pvt) Ltd

Arvato Services (China) OPET Petroleum

Auchan Hypermarkets Oracle China

Azusa UK Pantaloon Retail India Ltd

Baidu Philips Consumer Lifestyle

Bayer Taiwan Co. Ltd Ping An Group

Beijing Roco Information Technology Co Ltd Pinpoint (China) Limited

Best Buy Shanghai Proctor & Gamble (Guangzhou) Ltd

Bridgetree International PT Bank Bukopin

BTG-Jianguo Hotels & Resorts PT Kustodian Sentral Efek Indonesia

Cathay Life Insurance Punjab National Bank

Ceridian Stored Value Solutions RT Markets

China Union Pay Saigon Co-op

ChinaRewards Samsung Card Co Ltd

Cigna Global Health Benefits Shandong Airlines

CITIC Loyalty Business Technology Co Ltd Shanghai General Motors Co Ltd

Clarins Cosmetics (Shanghai) Company Ltd Shenzhen Development Bank

Comarch Software (Shanghai) Co. Ltd Shui On Land

Customer Loyalty Solutions ( Shanghai ) Sime Darby Property Berhad, Malaysia

DDB China SK Energy

Dialog Axiata PLC SK Marketing & Company

Discovery & Action Consulting SPSS China

Duidui Holding Ltd Sri Lanka Telecom PLC

Edenred Standard Chartered Bank Hong Kong

Energy Source Kaytune Standard Chartered Bank (China) Limited

Epsilon International Starbucks (China) Company Ltd

Friesland Campina Storm Consulting

General Motors International Operations Sumitomo Corporation

Globe Telecom Philippines Swarovski Elements, China

GMS Technology Taobao.com

Google China Tbk

Greentown TCC Global

Groupe Aeroplan Thai Airways International

Guangdong Development Bank The Langham - Yangtze Boutique

Hospitality Marketing Concepts Timor Telecom

Hyatt International Hotel Management Toys "R" Us Retailing (China) Limited

Hyundai Motor India Limited Two Points Sdn Bhd

IKEA Shanghai Unilever China

Jahwa UPS China

JETT | Customer Experience ValueClub Marketing and Services Sdn Bhd

JiangSu Five Star Applicance Co Ltd Visa Information Systems (Shanghai)

Jinling Hotel & & Resorts Co, China Welcome Real Time

Jumbo Sheen Enterprises Group ZhongRong International Trust Co. Ltd

Executive Summary会议执行摘要会议执行摘要会议执行摘要会议执行摘要

Neoedge has been successfully conducting the Customer Loyalty Asia Programme & CRM Summit for 4 years now! Our strategy and aim for the first ever summit was to bridge major brand owners, marketers and consumers through loyalty and CRM. It has paid off and this summit has been one of Neoedge’s most sought after event to date. Keeping in mind the ever changing dynamics of consumer trends, technology, behaviour and innovations, the Customer Loyalty Asia Programme & CRM Summit has become an annual platform for various key industries in Asia, consulting and service firms as well as media partners to come together to discuss critical issues transforming the loyalty and CRM industry today. Learning from key experts on their success stories as well as their insights, views and experiences gives participants the “gist” to get ahead of the game! 纽恩杰 Neoedge 已成功举办了 4 届亚洲客户忠诚度计划及客户关系管理（CRM）峰会！我们首次举办此峰会的战略和目的是为品牌拥有者，销售商和消费者建立一座客户忠诚计划和 CRM的桥梁。我们取得了巨大成功。此峰会已经成为纽恩杰 Neoedge旗下到目前为止最受追捧的峰会之一。洞察不断变化的消费趋势，技术，理念和创新，亚洲客户忠诚度计划及客户关系管理峰会，已成为亚洲各主要行业在这一领域的年度学习和交流平台。

Chronological list of events大事记大事记大事记大事记

2009 – Neoedge introduces the first ever Customer Loyalty Asia Programme & CRM Summit in Shanghai, China. The idea of merging Loyalty and CRM into one platform of event was imminent giving the intensity and importance of attracting and retaining the right consumers for each organization for a successful business.

2009 – 纽恩杰 Neo-edge 在上海举办了有史以来第一个客户忠诚度亚洲计划及客户关系管理峰会。将忠诚度计划和客户关系管理的理念融入一个平台，给予一个成功的企业吸引和留住每个消费者的急迫性和重要性。

2010 – The 2nd Customer Loyalty Asia Programme & CRM Summit was released in Shanghai, China because of the growing demand and popularity of the subject in China and the rest of Asia. The pace of economic growth in China was at its all the high and it was crucial to identify and adapt to each consumer market in Asia’s behavioural trends and patterns

2010 – 由于中国及其它亚洲市场日益增长的需求和流行的主题，第二届亚洲客户忠诚度计划及客户关系管理（CRM）峰会继续于中国上海举行。中国经济持续高速增长，识别和适应各个消费市场的模式及趋势至关重要。

2011 – The 3rd Customer Loyalty Asia Programme & CRM Summit was introduced to a new and emerging market – Ho Chi Minh City, Vietnam. With the growing markets in the emerging South East Asia region and the increasing spending power and high growth in GDP, it was apparent that Vietnam is Neoedge next strategic move to run this summit

2011 - 第三届客户忠诚度亚洲计划及客户关系管理（CRM）峰会被引入到一个新的新兴市场 - 越南 - 胡志明市。随着新兴的东南亚地区消费者购买能力和国内生产总值的高速增长，很明显，进入越南是纽恩杰 Neoedge运作本次峰会的战略举措。

This year, Neoedge is proud to organize the very successful return of 4

th CUSTOMER

LOYALTY ASIA PROGRAMME & CRM for the year 2012 happened in Shanghai. Recognizing emerging trends in the new Asian generation, business potentials and pressing challenges, this event explored in-depth insights of emerging and established markets in Asia addressing the best practices, strategies, approaches, techniques, innovations as well as the current and future market for loyalty and CRM in this ever changing market. This summit also served as a platform for all national, international and independent companies to network and share business ideas and experiences. 今年，纽恩杰 Neoedge 自豪的在上海非常成功地举办了第 4 届亚洲客户忠诚计划＆客户关系管理峰会 2012 年回归。认识到亚洲新生代消费者的消费潜力，趋势和紧迫的挑战，我们深入探索亚洲新兴市场的最佳实践，策略，解决方案, 以及将来在这个迅速变化的市场上的发展趋势。本次峰会再一次成功地为国内外企业提供一个共享的经营理念，经验 及交流的平台。

Attended by around 100 participants from financial services, e-commerce firms, solution providers, hospitality, Healthcare, Telecom, retail, airlines, petroleum, marketing, consumer goods and other industries, this year’s 4

th CUSTOMER LOYALTY ASIA PROGRAMME &

CRM was indeed an excellent platform bringing all together the players in customer loyalty and CRM program. Truly this event is a remarkable one that will be kept supported by the Industrial players. 来自金融服务业，电子商务公司，解决方案提供商，酒店服务，医疗保健，电信，零售，航空，石油，市场营销，日用消费品等行业的大约 100 名与会者参加了今年的第 4 届亚洲客户忠诚度计划及 CRM 峰会。这次峰会确实提供了一个优秀的交流平台，把众多忠诚计划和客户关系管理方案的相关公司联系在一起。显然的，峰会将会继续受到各个行业的支持。

Participants Breakdown 与会者概况分析与会者概况分析与会者概况分析与会者概况分析

Representation by Industry 行业行业行业行业代表代表代表代表分析分析分析分析

2nd

CLAP& CRM Summit 2010 Shanghai, China

第二届峰会 2010 中国上海

1st CLAP& CRM Summit 2009 Shanghai, China

第一届峰会 2009

中国上海

3rd

CLAP& CRM Summit 2011 Ho Chi Minh City, Vietnam

第三届峰会 2011

越南胡志明市

Hospitality

4%

IT

14% Financial

Services

9%

Telecom

8%Airline

8% Consumer

Goods

7%

Ecommerce

19%

Others

6%Marketing

16%

Retail

9%

Representation by Region 区域区域区域区域代表代表代表代表分析分析分析分析

Main Conference Program 主要会议流程主要会议流程主要会议流程主要会议流程 There were 20 Speakers coming from Shanghai, Hong Kong, Beijing, Nanjing, Turkey, UK, Sri Lanka, Malaysia, Philippines and so on. 这次会议共有来自上海，香港，北京，南京，土耳其，英国，斯里兰卡，马来西亚以及菲律宾等地的共 20 位演讲者。

This was a highly interactive summit where all the participants had the chance to exchange ideas with everyone. The event comprised of an innovative conference format. There were stand alone speaking slots, networking sessions, panel discussions, cocktail session, exhibition area and lucky draw & award session throughout the whole 2-Day Conference. 这是一个高度互动的峰会，所有的与会者有机会与大家交换意见。本次活动由一个新颖的会议形式构成。在整个 2 天的会议中包括独立发言时间，交流互动，圆桌讨论，鸡尾酒会，展览区和幸运抽奖及颁奖会等。

Topics Discussed in the Conference Included会议会议会议会议讨论的讨论的讨论的讨论的议题包括议题包括议题包括议题包括:

Alipay’s experience of customer loyalty and CRM strategy in China Market 支付宝在中国市场上关于客户忠诚管理和 CRM 策略的经验

New Trends for next generation’s LOYALTY SOLUTION 下一代忠诚解决方案的发展新趋势

Loyalty Analytics - How to get the most from your customer data 忠诚分析-怎样从你们的用户数据中发掘到最多信息

Jinling’s experience of customer loyalty and CRM strategy in China Market 金陵酒店关于客户忠诚管理及 CRM 策略在中国市场上的经验

Double Happiness – How ingredient branding increases loyalty of the new luxury consumer 双倍喜悦-如何通过成分品牌宣传来增加年轻奢侈品消费者的忠诚度

Enhancing Mobile Loyalty through Point based loyalty scheme and innovate loyalty concepts通过积分忠诚计划及创新忠诚概念来加强移动用户忠诚度

Dig into mobile, its time to go mobile for 2012 发掘移动，2012移动时代

Australia and

Pacif ic

3%

Southeast

Asia

9%South Asia

9%

Europe

2%

North Asia

3%

Greater China

74%

Is it possible to have a coalition reward program in China? 中国有可能实现联盟奖励计划吗？

Succeeding In Today’s Complex World With Oracle Marketing and Loyalty Solutions 在当今复杂的世界中使用甲骨文软件市场营销和忠诚度解决方案来获取成功

ECRM – Where CRM meets Ecommerce

ECRM-当 CRM遇上电子商务

Ten lessons learned from the world’s most successful – and not so successful – loyalty programmes 从世界最成功的和不怎么成功的忠诚计划中学到的十个教训

Loyalty in the Digital Age – does it still exist? How to be successful? 数字时代的忠诚-它还存在吗？怎样取得成功？

Customer lifetime value development, customer lifecycle and communications 客户生命周期价值的开发，客户生命周期和沟通

CRM tough journey in emerging markets – Global practice and local challenge

CRM 在新兴市场的艰难旅程 - 全球的实践和本地的挑战

Creating and implementing a loyalty program for a naturally unloyal market 如何在一个传统非忠诚市场创造与执行客户忠诚计划

Award Winning Real-Life Examples from Opet: How to boost the new Asian generation loyalty and satisfaction through multichannel marketing 来自 Opet 的获奖真实案例分析：如何通过多渠道行销提高亚洲新生代消费者的忠诚和满意度

Chairman Opening Address 峰会主席开场致词峰会主席开场致词峰会主席开场致词峰会主席开场致词

Gold Sponsor Opening Address 金质赞助商开场致词金质赞助商开场致词金质赞助商开场致词金质赞助商开场致词

Koos Berkhout, Former Senior Director of Capital One & Aimia,

Founding member of the Nectar start-up team, Current MD of AZUSA

UK, consulting firm. With a career in loyalty spanning 18 years, Koos has gained hands-on experience in the development and management

of some of the world’s best known loyalty brands. He has had the opportunity to work closely with leading organisations in B2C and B2B

sectors in Europe, Asia and North America.

Koos Berkhout, 前 Capital One &AIMIA 公司高级总监，Nectar启动团队的创始成员，目前任 AZUSA 英国（咨询公司）董事长。随着跨越 18年的忠诚计划职业生涯，Koos 已经获得了一些世界上最知名的忠诚品牌的开发和管理经验。他有机会与在欧洲，亚洲和北美的 B2C 和 B2B 行业的领军机构紧密合作。

David Suzuki, Chief Executive Officer, KargoCard (Shanghai) Co Ltd

Before founding KargoCard, David was a Partner at Worldview Technology Partners, a Silicon Valley venture capital firm focused on

early stage technology investments. During David’s ten years at

Worldview, he helped over 80 start-ups expand to China, Japan, South East Asia and UK and Europe. David’s expertise covers a broad range of

categories such as: payments, telecommunications, e-commerce, consumer, and advertising. 大大大大卫铃木卫铃木卫铃木卫铃木，，，，创愿上海首席执行官。在创立创愿前，David 是 Worldview

Technology Partners 的合伙人之一，该公司为一家致力于技术企业初创期投资的硅谷风险投资公司。David 在 Worldview 工作的十年间，帮助了 80多家新建企业将其业务拓展至中国、日本、东南亚、英国及欧洲。David在款项支付、电信、电子商务、消费者及广告等广泛领域都深有造诣。

Panel Discussion圆桌讨论圆桌讨论圆桌讨论圆桌讨论

Moderator: Koos Berkhout 讨论主持人讨论主持人讨论主持人讨论主持人：：：：Koos Berkhout

Exhibition Area 展览区展览区展览区展览区

Pre-Conference Workshop会前会前会前会前培训培训培训培训

Leading through Loyalty – building a profitable loyalty proposition into a strategic asset

通过忠诚通过忠诚通过忠诚通过忠诚领先领先领先领先-建立一个有利可图的忠诚建立一个有利可图的忠诚建立一个有利可图的忠诚建立一个有利可图的忠诚计划计划计划计划并转化成战略资产并转化成战略资产并转化成战略资产并转化成战略资产

24 Sep 2012 2012年年年年 9月月月月 24日日日日

Course Leader主讲人主讲人主讲人主讲人：：：：Koos Berkhout

This workshop aimed to equip participants with a good understanding of the potential benefits and techniques to (re-)design a loyalty programme for delivering significant incremental profits. The sessions helped participants tune their programme to the next generation of Asian consumers and utilise the data to secure sustained loyalty from this segment. 本次研讨会旨在为参与者提供一个很好的对（重新）设计忠诚度计划提供显著的利润增量的潜在好处和技巧的理解。会议将帮助学员调整自己的计划来配合下一代的亚洲消费者，并且利用这些数据以确保这部分客户持续的忠诚度。

The workshop consisted of three sections 研讨会主要包括三个部分:

Part I: Choosing and fine-tuning your Loyalty Model This section provided an overview of different approaches to structuring and developing a programme. Industry examples were used to illustrate the pros and cons of each model. 第一部分：选择和微调您的忠诚度模型 本节将提供用不同的方法来构建和开发一个计划的概述。使用行业的案例来说明每个模型的优点和缺点。

Part II: Developing the proposition and keeping it fresh Continuous management and improvement of the programme is essential in securing on-going member engagement. This section gave examples of how programme operators in different sectors were developing their propositions. 第二部分：发展计划，并保持新鲜感 持续的管理和改进方案对于确保持续的会员参与是必不可少的。本节举例说明项目运营商在不同的领域如何开展他们的计划。

Part III: Putting the data to work The objective of the final section was to help participants construct or evaluate their roadmap for realising the full value of customer data. 第三部分：让数据工作 最后一节的目的是帮助学员构建或评估他们的路线图，来充分实现客户数据价值。

Cocktail Reception鸡尾酒会鸡尾酒会鸡尾酒会鸡尾酒会

Lucky Draw and Awards 幸运抽奖及颁奖幸运抽奖及颁奖幸运抽奖及颁奖幸运抽奖及颁奖

Watch Out for Our Upcoming 5th Customer Loyalty Programme & CRM China Summit 2013! 4-5 Jun 2013 Shanghai, China

敬请关注我们敬请关注我们敬请关注我们敬请关注我们即将即将即将即将登场登场登场登场的的的的

第第第第五五五五届届届届客户忠诚计划及客户忠诚计划及客户忠诚计划及客户忠诚计划及 CRM中国中国中国中国峰会峰会峰会峰会 2013！！！！ 2013 年 6 月 4 日至 5 日

中国上海

为了方便交流，我们已开通新浪微博，敬请关注：@新加坡 Neoedge 客户忠诚及

CRM 峰会。

For Enquiries about the Agenda,

Opportunities for Speaking, Sponsorship and Exhibition, Please contact: 关于会议流程，演讲机会,赞助与展览机会咨询，请联络：

Sherry Cheng程睿

Conference Manager

Main：+65 6557 9166

DID: +65 6557 9245 Email: sherry@neo-edge.com

For Enquiries about Marketing, Media and Endorsement proposals, please contact: 关于市场推广，媒体合作与支持计划咨询，请联络：

Eugene Azucena Senior Marketing Manager Main: +65 6557 9166 DID: +65 6557 9185 Email: eugene@neo-edge.com