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DMA’s CRM and Financial Services Councils present a new Virtual Case Study:

Leveraging Data for Customer Management & Retention

October 5, 2006 | 1:00PM – 2:00 PM EDT | Online

Join the DMA CRM and Financial Services Councils for a fascinating virtual case study of RBC Centura Bank, the U.S. subsidiary of Royal Bank of Canada, one the largest financial services companies in North America.

RBC Centura has elevated individual customer relationships to be the centerpiece of their brand, with the following opening statement from their Web site:

At RBC Centura, over a hundred years in the business of banking have taught us that no two people ever use a bank the same way. And that in banking, as in real life, one size does not fit all.

Now, go behind the philosophy and explore the sophisticated methodology RBC Centura Bank created to leverage its customer performance management system. You’ll learn how RBC Centura addressed four core components — Penetration, Acquisition, Efficiency and Retention — and successfully applied their unique CRM approach with dramatic results across all measures.

Garner insight and inspiration on how your company can:

  • Apply RBC Centura’s methodology to your own population.
  • Integrate data from disparate sources to supercharge your CRM strategies
  • Increase customer value and drive financial performance
  • Benefit from key lessons learned from RBC Centura’s experience and learning process.

Speaker:

Cathy F. Burrows, Director, Enterprise Information & Customer Management Support, RBC Centura Bank

Cathy F. Burrows is director of Enterprise Information and Customer Management Support for RBC Centura Bank (a subsidiary of Royal Bank of Canada), based in North Carolina. Burrows develops and implements enterprise information strategy to support business process standardization and customer relationship management programs and is a current contributor and editorial panel member of CRMGuru.com.

Earlier, Burrows was a senior industry consultant for Teradata, a division of NCR, completing the North American Financial Services Comparative Study of Customer Management (2001), and a national manager of Consumer Markets, for Royal Bank of Canada. Before joining Royal Bank in 1989, Burrows held marketing and sales roles with U.K.-based packaged goods manufacturer Reckitt & Colman Inc. She has a bachelor of arts degree in sociology and business from the University of Toronto, Canada, and an MBA from York University's Schulich School in Toronto, Canada.

Registration Rates

CRM and Financial Services Council Members: $99
DMA Member: $149
Non-Member: $199

See information on how to join DMA.

Ways to Register

Online: Register Now
Fax: 212.302.7643
Phone: 212.790.1500
Mail: Printable Form
DMA Customer Service
1120 Avenue of the Americas
New York, NY 10036-6700
(Check payable to DMA)

For questions/inquiries, call DMA Customer Service at 212.790.1500 or e-mail customerservice@the-dma.org.

Payment Policy and Confirmation

In order to confirm your place in this event, we require payment in full. From time to time, we change a date or location of an event. If we need to change a date or location for any reason, you will be contacted. If you have not received confirmation of your attendance from DMA, please call 212.790.1500 to ensure your seat.

Virtual Seminar Cancellation Policy

If you cannot participate in the virtual seminar, please contact DMA Customer Service prior to the event to have your registration fee held on account for a future event. If you must cancel your registration altogether, DMA will refund the registration fee in full if canceled at least one (1) business day in advance of the event. Registrants who do not cancel or arrange to have their registration fee held on account prior to the event, and fail to attend the event, forfeit their full registration fee.

If DMA cancels the event for which you have registered, the registration fee paid will be held on account for a future event or fully refunded if you prefer. DMA is not responsible for any expenses incurred by you as a result of your registration, whether the event was attended, postponed, or canceled.

DMA Money-Back Guarantee

You will be 100% satisfied with what you learn or we will refund your registration fee in full.* We can afford to make this offer because we know that this seminar will exceed your expectations. It's part of our commitment to providing you with the highest possible quality in education and training.

*Requires written request within 30 days of the seminar.

 

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