B2B Customer Service Peer Group Group Meeting 

Customer Segmentation/Service Differentiation Strategies and Knowledge Management Practices 
March 09, 2017 09:00 AM - 03:00 PM 
Take away new ideas for optimizing customer service efficiency and effectiveness by comparing strategies and practices with other UWEBC member companies.

Find out more about the B2B Customer Service SIG here

The B2B Customer Service Special Interest Group (SIG) is a collaborative learning community for the leaders of service organizations supporting retailer, dealer, distributor, or other business customer types to compare and discuss strategies, methods, processes and tools for enhancing customer experience and customer service performance. Each day-long meeting focuses on 1-2 customer service topics/challenges/opportunities selected by participants and utilizes an interactive format to enable rich practice-sharing discussions around those topics.

The topics of discussion at this meeting will be:

  • Strategies and practices for providing differentiated customer service (e.g. if/how organizations segment customers for customer service purposes and, if so, what is the rationale and which aspects of service vary based upon customer segment)
  • Approaches to knowledge management in the customer service organization (e.g. methods/processes/tools for capturing "tribal knowledge", as well as product/service/policy/procedure info, and making it accessible to all members of the service organization)

Please join us for this meeting of the B2B Customer Service SIG at which you'll have the opportunity to compare approaches with peers at other UWEBC member companies and take away practical insights for enhancing customer service efforts and results.

Who Should Attend: Participation in this SIG is by invitation only and is limited to vice president, director and senior manager-level employees and those whom they bring as topic matter experts. All participants are required to register. To learn more about the B2B Customer Service SIG or to register, please contact Roger Paulson

Agenda Items:
9:00 AM Continental Breakfast and Networking
9:30 AM Opening Remarks and Plan for the Day
9:40 AM Participant Introductions (lots of new people!)
10:10 AM Introduce Discussion Topic 1
  Customer Segmentation Strategies and Practices
10:25 AM Small Group Practice-Sharing Discussions
11:15 AM Break
11:30 AM Full Group Discussion
12:30 PM Lunch
1:00 PM Topic 2 Practice-Sharing Discussion
  Knowledge Management Practices, Processes and Tools
2:00 PM Break
2:15 PM Open Forum Discussion
2:40 PM Feedback on SIG Enhancement Ideas
2:55 PM Preview Upcoming Sessions and Topics
3:00 PM Adjourn
Room 2180/2188, Mechanical Engineering Building, UW-Madison 
Jen Anderson, 608-890-1406, jen.anderson@wisc.edu 

Annual Conference

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The Business Best Practices & Emerging Technologies Conference is Wisconsin's premier knowledge-sharing and networking event for business leaders from well-known companies in Wisconsin and the Midwest.

Next year's conference will be September 25, 2018.

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