8.45

REGISTRATION AND COFFEE

9.00

INTRODUCTION

9.05

RATING CUSTOMER VALUE 

9.15

CUSTOMER VALUE AND SHAREHOLDER VALUE

10.00

CAPTURING CUSTOMER VALUE DATA

10.30

MORNING COFFEE

10.45

(LAB) DESIGNING A CUSTOMER NEEDS WATERFALL

12.00

LUNCH BREAK

1.00

CREATING A CUSTOMER FOCUSED CULTURE

1.45

CAPITALIZING ON THE INFORMATION  STRATEGICALLY

2.30

(CASE) USING THE TOOLS TO MOVE TO A BETTER  POSITION IN THE MARKET

3.00

COFFEE BREAK

3.15

WINNING BY DELIVERING VALUE

3.45

USING THE TOOLS WITH SMALL AND MEDIUM  BUSINESSES

5.00

CLOSE

8.45

ARRIVAL AND COFFEE

9.00

REVIEW OF LEARNING TO DATE

9.10

UNDERSTANDING THE DIFFERENCE BETWEEN CUSTOMER
SATISFACTION, CUSTOMER LOYALTY AND RELATIVE 
CUSTOMER VALUE

9.45

DISCOVERING THE VALUE CONNECTION AT AT&T

10.30

MORNING COFFEE

10.45

(LAB) CHOOSING A POSITION ON THE VALUE MAP

12.30

LUNCH BREAK

1.30

WHAT IT TAKES TO ACHIEVE WORLD CLASS LEVELS OF 
CUSTOMER LOYALTY

2.15

THE ROLE OF THE CHANGE AGENT

3.00

DRIVING YOUR BUSINESS WITH CUSTOMER  SATISFACTION

3.30

COFFEE BREAK

3.45

GUIDELINES AND STANDARDS FOR CVA

4.30

LAUNCHING A CUSTOMER VALUE PROJECT

4.45

ROUND TABLE DISCUSSION

5.00

CLOSE