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Using Customer Feedback to Build Loyalty & Drive Long-term Revenue Growth

  • 20 Oct 2016
  • 11:30 AM - 1:30 PM
  • The Lake Union Cafe, 3119 Eastlake Avenue East, Seattle, WA

Registration

  • Special price for members
  • Must show student ID at the door
  • Sign up for an annual individual membership and get the member-pricing on this event!
  • Reservations after Tuesday, the week of the luncheon
  • Reservations after Tuesday, the week of the luncheon
  • Reservations after Tuesday, the week of the luncheon
  • Reservations after Tuesday, the week of the luncheon

Registration is closed

Customer Experience in B2B Markets:
Using Customer Feedback to
Build Loyalty & Drive Long-term Revenue Growth

What are the latest trends in B2B Customer Experience (CX)? What strategies are B2B organizations using to not only retain their customers but grow and expand in strategic accounts?

Join Carolyn Galvin to hear the latest findings from Primary Intelligence’s 2016 State of Customer experience research, including:

  • B2B Customer Experience attitudes and beliefs
  • How firms are organizing to better meet customer needs
  • B2B CX program spending patterns
  • Typical length of B2B CX programs
  • Cadence of collecting customer feedback
  • Key benefits companies are receiving from their Customer Experience efforts
  • B2B CX trending data between 2015 and 2016
  • Recommendations for CX success within your organization

Our guest speaker:

Carolyn Galvin
Primary Intelligence
Director of Partnership Marketing


As Director of Partnership Marketing, Carolyn Galvin works with referral and strategic partners to extend Win Loss and Customer Experience programs to a wider community of B2B buyers. She also produces syndicated research reports highlighting current trends and best practices in Win Loss and Customer Experience Analysis. Prior to her current role, Carolyn served as a Program Consultant and as Director of Industry Insights at Primary Intelligence since joining the company in early 2013.

Carolyn has nearly 20 years of market research, customer satisfaction, and competitive intelligence experience working for large corporations and research agencies, including Alcatel-Lucent, Juniper Networks, and Frost & Sullivan. Early in her career, Carolyn worked as an Intelligence Officer at the Central Intelligence Agency.

Prior to joining Primary Intelligence, Carolyn owned her own consulting firm, where she provided custom and syndicated research to clients worldwide on disruptive IT and telecommunications technologies.

Carolyn has two master’s degrees, one from the Thunderbird School of Global Management and a second from Georgetown University. She earned her bachelor’s degree from Hood College in Maryland. Carolyn has also taken advanced Competitive Intelligence, Strategic Planning, and Strategic Marketing courses at the California Institute of Technology, as well as Digital Marketing classes at the University of Illinois, Urbana-Champaign. Since 2007, Carolyn has taught online global business and management classes part-time at the University of Maryland.

Office:    385-351-6593
Email:     cgalvin@primary-intel.com

             

Time & Schedule:
11:30 am – Registration & networking
Noon - Introduction & lunch
12:30  1:30 pm – Presentation, Q&A

Luncheon Cost: $35 for paid PSRF members and $55 for non-members ($10 late registration/walk-in surcharge applied after close of business Tues. afternoon before each luncheon)

If choosing to pay by check: Please note that if your check is returned for insufficient funds, you will be responsible for the return check processing fee or any other fee which the bank may charge PSRF.

Reservation Deadline: Reservations for luncheons are due by end of business Tuesday before the luncheon. Any reservations received after this time will fall under the category of “walk-in,” incurring the $10 walk-in fee and to which the “walk-in policy” will apply.

Cancellation Policy: Please cancel your reservation, if necessary, by end of business on the Tuesday prior to the luncheon. If you do not cancel your reservation by the deadline, you are responsible for paying the luncheon fee though you may transfer your registration. You can cancel online, or by sending an email to events@pugetsoundresearchforum.org.

Walk-in Policy: We do our best to accommodate walk-ins; however, if you register after Tuesday, without making a reservation, there is a chance that you may not receive your choice of meal or that the chef may not be able to provide you a meal at all. Walk-ins are charged the full amount whether or not they are provided a full meal.

PayPal Policy: If you cancel your registration to a PSRF function and paid via PayPal, a fee of $1 will be applied to the amount refunded to recoup processing costs charged by PayPal.

Puget Sound Research Forum is a 501(c)6 non-profit organization. 
P.O. Box 926 Mercer Island, WA 98040

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