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<EVENT> Northwest EC Roundtable - Nov. 20 - A CRM Case Study
Northwest E-Commerce Roundtable Meeting
A Customer Relationship Management Case Study: Cost Savings, Better
Service and Improved Customer Insight
Thursday, November 20, 2003
1:00 to 3:30 PM
TA Wilson Conference Room
Boeing Customer Training Center (25-01 Building)
1301 SW 16th Street
Tukwila, Washington 98055
RSVP: Please RSVP, indicating your citizenship status, by close of
business on Tuesday, November 18th via e-mail to: Leyla Beyaz at
Meeting Agenda
Thursday, November 20th, 1:00 to 3:30 PM @ Boeing Customer Service
Center
1:00 - 1:30 Networking
Refreshments provided by our sponsors.
1:30 - 1:40 Administrative Business
Conducted by Tim McMonigle, President NW E-Commerce Roundtable
1:40 to 3:10 Program
Topic: A Customer Relationship Management Case Study: Cost Savings,
Better Service and Improved Customer Insight
Presentation:
The presentation will cover the CRM programs undertaken by the Postal
Service to drive revenue, improve service and reduce costs. The
Postal Service has a range of technology and systems to deliver
services and value to customers. Over the past several years the
organization has found new ways to apply technology and customer
information to better serve customers. By moving to integrated tools
the Postal Service has also found ways to reduce costs while
increasing the quality of customer service and the options available
to customers. This presentation will provide some insight into the
challenges faced by the organization, the solutions selected to meet
these challenges and the results realized by both the Postal Service
and its customers.
Speaker Biographies:
Ken Ceglowski is currently the Manager, CRM for the United States
Postal Service. He has been leading this group since its creation two
years ago. Ken started his career as a market and economic researcher
at Ecosometrics Inc. He joined the Postal Service 23 years ago as a
market researcher and spent the early portion of his postal career
developing systems tools to support the sales and service functions
of marketing employees. Ken spent eighteen years in the information
technology organization holding management positions is systems
development, computer operations, telecommunications and architecture
and standards. He turned his attention back to marketing in 2000 when
he joined the Corporate and Business Development group and worked on
new product development. Ken assumed his current position when the
Postal Service created a new group focused solely on improving
customer relationships through the appropriate application of people,
processes and technology.
Rob Derry of Onyx Software Corporation, is a seasoned veteran in the
Customer Relationship Management industry. He has over 10 years
experience creating customized solutions for companies that need to
increase customer loyalty, streamline processes and decrease costs
while maintaining high levels of service. Rob will showcase how
Airborne Express is using the Onyx solution to decrease response
times, improve sales and execute more effective marketing campaigns.
3:10 to 3:30 Questions & Networking
Location:
TA Wilson Conference Room
Boeing Customer Training Center (25-01 Building)
1301 SW 16th Street
Tukwila, Washington 98055
PARKING: Free Parking is available. Avoid reserved/numbered slots.
DRIVING DIRECTIONS:
From Sea-Tac International Airport
Follow green and white "To Freeway" signs
Go Right on East 518 to I-405 North
Continue on I-405 North (towards Renton/Bellevue)
Take exit 1 (181 South, Tukwila, West Valley Highway)
Turn Left on West Valley Highway/Interurban
Right on SW Grady Way
Right on Oakesdale Avenue SW
Right on SW 16th Street
Left into parking lot
Go around the building to the front (east) where the visitor entrance
is located.
From I-405 Southbound
Take Exit 1 (181 South, Tukwila, West Valley Highway)
Right at light at bottom of ramp onto Interurban (pull immediately
into far left lane)
Left at next light onto SW Grady Way
Right on Oakesdale Avenue SW
Right on SW 16th Street
Left into parking lot
Go around the building to the front (east) where the visitor entrance
is located.
From I-5 North or Southbound
Take exit I-405 North (merge into right lane to exit)
Take Exit 1 (181 South, Tukwila, West Valley Highway)
Go Left on West Valley Highway/Interurban (pull immediately into far
right lane)
Right on SW Grady Way
Right on Oakesdale Avenue SW
Right on SW 16th Street
Left into parking lot
Go around the building to the front (east) where the visitor entrance
is located.
Please join us!
Rob Schnittker, Program VP
Northwest E-Commerce Roundtable
www.ecnw.org
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