Achieve highly responsive, consistent and proactive support by leveraging on intelligent asset diagnostics and repair

Design for service! Employing an integrated customer support strategy to enhance product performance and cost efficiencies

Networking Coffee Break

Ensuring timely service delivery through effective integrated support offerings

Improve visibility and service capability with a business integrated CRM strategy

Executive focus session: The realities of transitioning from products to services for revenue gain
Laurie Young is an international specialist in customer care and the marketing of services. He is the author of the recent book “From Products to Services”, which highlights the challenges, strategies and lessons learnt through examining the case studies of some of the biggest corporations which has successfully transitioned their business offerings.

He has written two other books: Marketing the Professional Services Firm and Making Profit from New Service Development. He co-authored: Marketing and Scenario Planning; New Strategies for Marketing Information Technology; and Competitive Customer Care.

Laurie’s career includes senior positions with PricewaterhouseCoopers, BT and Unisys. Before joining PwC, where he oversaw a marketing team of 300 and a budget of $80 million, he founded, built and sold a professional services company specialising in services marketing. During that period he advised a number of major international blue-chip organisations on the contribution of services marketing programmes to shareholder value.

In this session, Laurie will discuss the findings from his latest book as well as give insights on practical applications for the Asian market:

• Managing huge implications of change to your business including sales, operations, new product development, finance marketing and people management
  
• Examining the risks, rewards, benefits and pitfalls of moving from product manufacturing to service sales
  
• Challenges and issues faced across multiple industries, especially with the evolving customer expectations and increasing cost pressures
  
• The roadmap to achieving service revenues in Asia