Wednesday AM, September 29 Back Page Print this page Session 8: Optimising your Customer Management Strategy Chairman: Mark Batt-Rawden, European Sales Manager, Syntegra, UK       09.00 – 09.30 Optimising your Customer Management Strategy Jérôme Siméon, Vice President Utilities Specific Solutions Center of Excellence, Capgemini, France 09.30 – 10.00 Customer Profitability, Loyalty and Life Time Value Phillip E. Lewis, Group Director/Assistant Professor, VaasaEmg (Nordic Centre for Expertise in Energy & Utilities Marketing), University of Vaasa, Finland 10.00 – 10.30 Quality Management and Continuous Optimization in Billing Processesand Systems Alexandra Wendorff, metaCount GmbH, Germany 10.30 – 11.00 Coffee Break 11.00 – 11.30 Customer Management in the Distribution Department - Experiences at HEW AG Andreas Cerbe, Head of Customer Management, HEW AG, Germany 11.30 – 12.00 Creating the Right Experience Michel Vromen, CRM/ICT Manager, Groene Shell Stroom, Shell Nederland, The Netherlands 12.00 – 12.30 Q & A Session