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Innovations in the 21st century government - a CRM perspective
28 January 2010, The Fullerton Hotel
Organised by Oracle Singapore

Governments around the globe have been exploring CRM and adapting CRM principles to their organization and their services. While many private enterprises have already transformed into customer centric organizations through CRM, the adoption of CRM in the government has been slower. Many agencies have implemented selected aspects of CRM, e.g. call-center, customer feedback etc., but more can be explored using CRM to remodel their business processes, IT systems and service offerings to their customers, i.e. a CRM rethink is needed.

Ms Pua Chieh Sze, Director of Customer Capital Consulting and keynote speaker for this forum, was invited by Oracle Singapore to discuss innovations in the public sector. She shared with the audience an overview on CRM, its relevance in the government and how customer relationship concepts, processes and tools can be leveraged. She further discussed on CRM case studies and illustrated how CRM has been applied across different industry sectors. The audience, comprising of different agencies across the public sector, participated actively in the discussion on this topic during and after the event.

The event was opened by Mr Frank Koo, Managing Director of Oracle Singapore and also included a product showcase of Oracle- Siebel CRM.

Have you ever wondered?

  • Is your customer acquisition, cross sell, up sell, retention process optimised?
  • How well do you know your customers? Do you even know who they are?
  • Do you rank high on the customer "stickiness" index?
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