[Participants Wanted] Do! Solutions Webinar: "The Cutting Edge of Integrated CRM to Enhance Brand Value" - January 27

Dentsu Inc.'s business solutions portal Do! Solutions is recruiting participants for its webinar "Overcoming Departmental Silos! The Cutting Edge of Integrated CRM to Enhance Brand Value," scheduled for Tuesday, January 27.

As the business environment evolves, many companies are expanding their business operations and the scope of products and services they offer. Advertising, sales, customer support, after-sales service... Customer touchpoints have increased like never before, enabling companies to provide diverse experiences. Furthermore, efforts to leverage customer data gathered from these touchpoints to drive business initiatives are accelerating.

However, as customer data utilization advances, "departmental silos" increasingly become obstacles to CRM strategy. When initiatives operate independently at each touchpoint, the customer experience becomes fragmented. This leads to a loss of consistency in the value customers perceive from the brand, potentially resulting in diminished brand value and reduced satisfaction and loyalty.

This webinar will outline the latest integrated CRM agenda and, using case studies from finance, automotive, and retail, address the challenge of "departmental fragmentation (siloing)" that emerges as services become more sophisticated. We will clearly unravel practical approaches to integrating increasingly complex customer touchpoints and ensuring a consistent customer experience.We will also introduce Dentsu Inc.'s "Biz CRM For Growth" and showcase initiatives from companies that have successfully evolved their customer experience by breaking down organizational barriers.

【Overview】
Date & Time: Tuesday, January 27, 14:00–15:00
Cost: Free
Format: Zoom Webinar
Registration Deadline: Thursday, January 22, 5:30 PM
Capacity: First 500 registrants

■ Click here for registration and seminar details

【Program】

Part 1
The Past and Future of CRM
~Beyond Fragmentation: The Ideal CRM Ahead~

Part 2
Company-Wide CRM Transformation Case Studies
~Customer Experience, Organization/Operations, Systems/Data~

Part 3
Strategies to Evolve Customer Experience Beyond Organizational Silos

【Speaker Profiles】

Dentsu Inc., GM
Takashi Uozumi
Since joining Dentsu Inc., he has consistently supported the formulation of digital marketing strategies and possesses extensive project experience in CRM service development. He also focused early on the potential of big data and cloud computing, contributing to numerous solution developments, consulting projects, articles, and lectures leveraging these technologies.Recently, he has focused on the issue of "making marketing a core management function," developing themes that bridge corporate finance and marketing. Specifically, he visualizes the contribution to "corporate value" using "trust" between customers, employees, society, and the company as a non-financial metric. Furthermore, he supports the concrete execution of marketing PDCA cycles using these as KPIs, bridging executives and practitioners. Certified Management Consultant for Small and Medium Enterprises.

Dentsu Digital Inc., Department Head
Katsushi Okumura
He began his career as an IT engineer and later worked at a digital marketing company, handling in-house portal operations, CRM, e-commerce, and website-related tasks.In his current role, he supports large-scale owned media overhauls for enterprise companies, develops communication strategies centered on CRM for digital marketing and sales domains, and assists with technology implementation and adoption. Most recently, he has been involved in promoting and embedding data-driven marketing, as well as supporting platform construction based on integrated data utilization. He currently serves as Head of the Data & Engagement Division, focused on "transforming the relationship between companies and customers by leveraging technology based on data."

Director, Dentsu Consulting Inc., DENTSU SOKEN INC.
Masanobu Yoshikai
After working at a marketing research firm, he assumed his current position. For approximately 25 years, he has supported companies addressing marketing challenges and customer relationship issues. Within DENTSU SOKEN INC.'s Consulting Division, he oversees CX strategy and service design. For CX strategy, he develops strategies, drives operational transformation, and establishes DX policies for customer touchpoint areas like marketing and sales. For service design, he supports the development of new businesses and services using design thinking and business model concepts. He holds an MBA.