Duncan Painter to address Directors of top 250 UK companies on the
essence of CRM: 'Customer Lifetime Value'
Montreal and London (ots-PRNewswire) - Duncan Painter, European
General Manager of Sand Technology Inc. (Nasdaq: SNDT) and Dr.
Wolfgang Martin, Senior Vice President, Application Delivery
Strategies at Meta Group, will deliver the keynote addresses to the
VIP Program guests at Business Intelligence's upcoming "CRM 2001" at
the Olympia 2 in London, from 11:30 AM to 12:30 PM on May 23rd and
24th. Business Intelligence expects that 3200 people will attend the
conference and exhibits next month.
Sand Technology is the exclusive sponsor of the CRM 2001 "VIP
Program" which invites senior directors from the UK's top 250
companies to a high level briefing on important trends in Customer
Relationship Management (CRM), and welcomes them to learn about
Sand's innovative CRM solution at the VIP Suite.
Sand will also be demonstrating their Nucleus(TM) CRM solution at
Stand Number 1235 in the exhibit hall. More information about CRM
2001 can be found at http://www.crm.bi-uk.com
- "Customer Lifetime Value" -- the essence of CRM
In his keynote address to the prestigious VIP Program, Painter
will analyse the challenges companies face in implementing the ideal
of CRM. Duncan argues that, as more and more companies implement CRM,
they are coming face to face with the limitations of existing CRM
systems and solutions. One large hurdle such companies face is
keeping the CRM information (typically stored in a data warehouse
that is only updated periodically) in synch with current customer
interactions (typically found in many different operational systems).
Even more important, Duncan posits, is not simply capturing customer
information, but using that information to understand the historical,
or "lifetime," value of each customer.
"It is essential for businesses to be able to accurately measure
the lifetime value of their individual customers, by looking at all
interactions with the customer over a period of time rather than at
transactions in isolation," explains Painter. "For this reason, CRM
as we now know it turns out to be something of a red herring, since
customer relationships are not something a company cultivates as ends
in themselves. As always, 'knowing the customer' should translate
into real business knowledge that will inform decisions designed to
increase profitability by increasing revenue and lowering costs."
"Such comprehensive information permits analysis not simply of the
customer him/herself, but also of how that person really deals with
the business. For example, what, when and where do they buy? Do they
refer other customers to the business? What demands do they place on
service or support departments? Are they in a position where their
value to the company might be increased? Should they be discouraged
from further dealings with the company?"
"Developing this sort of total understanding can be relatively
easy for small companies," explains Painter. "However, for large
companies, with perhaps millions of customers, this becomes an
impossible task using traditional technologies."
"In the contemporary situation, huge volumes of useful data can be
recorded every few minutes during interactions via electronic
channels such as the Internet and mobile phones, and this must be
added to the information that is collected through more traditional
sales and service channels," says Painter. "The challenge is to
somehow integrate this information into a single domain of useful
"Furthermore, this valuable resource must be available not only to
marketers and/or data analysts, but ideally to anyone, from
executives to service/support representatives, who require
information to be very current, that is, updated in as near to 'real
time' as possible in order to enable accurate judgements and
effectively tailor customer interactions. At the same time, it must
be available 24 hours per day, 7 days per week, if it is to be useful
in guiding interactions with customers via web sites, telephone
support lines, and other '24x7' channels."
"Traditional solutions and methodologies struggle to allow such
flexibility while providing superior performance to match," explains
Painter, "but Sand's unique solution can provide an integrated and
up-to-date view of all the enterprise's customer information, to all
sectors of the organisation, and have it available for access 24
hours a day, 365 days a year."
Visitors to the Sand stand (number 1235) and the VIP Suite will
learn how Sand Technology and its partner companies are able to
develop and implement such systems using its Nucleus Information
Publishing Engine, fed by one of the high-end data acquisition
middleware tools currently available from companies like Ab Initio (a
Sand business partner), Sagent, IBM (MQ series), or Informatica, and
serving clients who may be using a variety of front-end applications.
- About Sand Technology
Sand Technology, with headquarters in Montreal, Canada and offices
in the United Kingdom and the United States, provides high
performance, scaleable software solutions for data mining, data
marts, data warehousing and analytical CRM.
Sand's Nucleus(R) product suite brings revolutionary and patented
technology to both IT and business users allowing for highly accurate
decision processing against atomic level data at much lower total
cost of ownership than traditional solutions.
Supporting all major industries and vertical markets including
Retail, Finance, Transportation, Telecommunications, and
Manufacturing, Nucleus(R) is successfully installed for corporate
initiatives such as CRM, EIS, Supply Chain Analysis, Risk and
Investment Management, Enterprise Resource Planning, and E-Business.
Sand Technology has commercial relationships with IBM, Oracle,
KPMG, Compaq Computer Corporation, Microsoft, Brio Technology, and
Information Builders. For more information, visit
Nucleus, Nucleus Server, N: VECTOR and MPSO are registered
trademarks of Sand Technology Inc. and Nucleus Exploration Mart,
Nucleus Exploration Warehouse, Nucleus Virtual Database (VDB),
Nucleus Powered! and Nucleus E! are trademarks of Sand Technology
Inc. Other trademarks are the property of their respective owners.
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North America- de Jong & Associates,
Tel. +1 760 943 9065, e-mail: firstname.lastname@example.org
, for Sand Technology;
Europe - Garry Neale, VP Sales & Marketing of Sand Technology EMEA,
Tel. +44 1707 828005, e-mail: Garry.Neale@sandtechnology.com
or Nigel Pritchard of PPR,
Tel. +44 1932 828771, e-mail: Nigel.Pritchard@p-p-r.co.uk
for Sand Technology