e-TQM hosts CRM conference

e-TQM College will host a conference on customer centricity and challenges in the 21st century from March 20-21 in Dubai. The conference will feature leading international quality gurus, thinkers and academicians in TQM, business management and customer relationship management (CRM).

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By  Simon Duddy Published  February 13, 2005

e-TQM College has announced that it will organise an international conference to examine the role of customer centricity in the 21st Century from March 20-21, 2005 in Dubai. The two-day conference entitled Managing Customer Relationships in the 21st Century: How to achieve Customer Centricity using the 9Cs model will take place at the Dubai Officers Club and is organised as a part of e-TQM College’s annual Mega Week. Leading international quality gurus, thinkers and academicians in TQM, business management and customer relationship management (CRM) will participate in the conference, debating on the various aspects of customer centricity based on the principles of 9Cs Model. Members of e-TQM’s Virtual Executive Club (VEC) and around 200 participants from various Governmental Organisations, Public Sector organisations and the private sector from all over the Arab world are expected to attend the conference. “Organisational culture has been redefined in terms of the customer, wherein the competence of an organisation is measured by how it can respond to needs and aspirations of the customer. Customer Centricity is a central pillar of quality management principles,” says Dr. Mansoor Al Awar, director of e-TQM College. “The conference further reiterates e-TQM College’s position at fore front of promoting principles of quality management in the region,” he adds. Commenting on the conference, Hala Al Gergawi, Virtual Executive Club Manager, e-TQM College says, “Customer satisfaction is the over riding principle that dictates organisational success in the 21st century. In the new millennium, customers have become more sophisticated with the daunting prospect of opening up long drawn out ‘Customer Loyalty Battles’ between competing organisations and entities. Fulfilling customer’s present and future needs to exceed the levels of customer satisfaction and enriching their experience as a key retention strategy is the need of the hour. e-TQM College is organising the conference to conjugate with the objectives of Virtual Executive Club in refining the competencies of executives and inculcating them with futuristic management principles and techniques.” “In the Arab world, organisations have set customer centricity at the heart of all organisational endeavours. The conference’s express purpose is to generate dialogue among organisations and entities alike, on the challenges of developing a Customer centric focus and expose the region to world renowned processes and methodologies,” she adds. The conference will also cover various aspects of managing customer relationships centred on themes of Competence, Concern, Commitment, Customisation, Care, Communication, and preventing Commonness, Casualness and Complacency. More than 300 participants took part in the Mega Week that was held successfully in 2004 including a string of VIPs from the UAE and the World. More participants are expected to attend this year 2005.

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