Client Satisfaction - the engine of improvement

Author Chris
Track Business and Best Practices
Session type Talk (45 minutes)
Long Abstract According to their policies, clients are most important for organisations. But as an organisation how do you fullfil this promise? How do you set the goals and how can you measure the compliance with the organisation's policies? And if you find a way to measure the compliance, how do you communicate this internally and externally? What happens, if the results are not as expected?
Christoph will introduce a simple method, with which client satisfaction can be measured very easily. Afterwards he brings in practical experience with this method over the last 2 years and how this method became the engine of continuous improvement at one organisation.
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Christoph Kruppa, BSc in Online Media, is currently Head of Marketing at the Ho Chi Minh City based Swiss offshoring company swiss IT bridge.
Fascinated by the digital world, he acquired knowledge, background and correlations during his study of Online Media at Furtwangen University in Germany. After graduation he started as assistant of both partners at swiss IT bridge in Vietnam and moved on to Head of Marketing after three years. He supports any activities which might give the Vietnamese IT community opportunity to grow and he was a driving force behind the three latest BarcampSaigon's as well as the foundation of the Agile Vietnam community. Now, as a founder of marketing and event consulting company, evecoo, he is on the way to organizing more such events in Vietnam. Additionally, he is chairman of the IT Sector Committee of the European Chamber of Commerce in Vietnam, which main activities are advocacy towards governmental institutions.

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