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3rd Nordic Marketing Conference, Workshop Report

3rd Nordic Marketing Conference, Workshop Report. Workshop 3 Training the Staff with an Orientation for Growing Professionalism, Efficiency and Results in Building Customer Relations. Lars Berglöf SCB Ms. Lotte Buchbjerg Petersen DSt Lars-Gunnar Strand SCB. Sirkka Sundman SF

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3rd Nordic Marketing Conference, Workshop Report

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  1. 3rd Nordic Marketing Conference, Workshop Report • Workshop 3 • Training the Staff with an Orientation for Growing Professionalism, Efficiency and Results in Building Customer Relations

  2. Lars Berglöf SCB Ms. Lotte Buchbjerg Petersen DSt Lars-Gunnar Strand SCB Sirkka Sundman SF Sara Tolkki SF Participants of the workshop

  3. Main Topics Discussed • How will the structure of the organisation support CRM? • The commitment of the top management is a critical success factor • How can we change the attitude towards selling: not only staff who work directly with the customers, but all the other statisticians?

  4. Main Topics Discussed • How to develop the attitudes at all levels of the organisation (especially the directors’ and the heads’) to be more customer oriented? • The training should not be 100 % voluntary: it should be everyone’s duty to develop one’s customer skills. • Internal training should be more systematic

  5. Main Topics Discussed • Learning from the customers: • Focus group interviews, workshops • Analysing and discussing previous cases/projects (both failures and successes) • The middle management are important players in encouraging both “traditional statisticians” and the customer oriented staff

  6. Main Topics Discussed • What can we learn from the private sector, and other Central Statistical Offices • in the Nordic and Baltic countries? • in other countries?

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