Customer Relationship Management (CRM)

“East and West” Business Leaders’ Habits and Strategies
Successfully completed November 29th and 30th 2010
The Ritz Carlton Hotel, Kuala Lumpur
 Learn “East & West” business leadership strategies within two days
 On completion, get a certificate of participation from us with fully supported by two involved
•Business leaders must be updated, guided and motivated along their
journey to manage and lead their business unit or team or organization in
achieving their overall business objectives. Come to our straight two days
executive training workshop, where you will be updated with case studies
and strategies from the Eastern and Western world of business leadership.
•These learning sessions will be guided by our business academic
speakers from a local and a foreign university with methodologies that will
help any business leader to appreciate issues like leadership effectiveness,
organizational change and self sustainability. It will be delivered in an open
dialogue and in a post graduate learning format. And, finally they will be
motivated with open discussion from our hands-on speakers on their wide
range of business and academic experience world-wide.
•Participations will complete their learning of “East and West” business
leaders’ habits and strategies within two days.
30 Participants came from…
Ambank Berhad
TC Capital Resources Sdn Bhd
B.Braun Medical Sdn Bhd
Global YP Sdn Bhd
Jerneh Insurance Berhad
RHB Islamic Bank
Fuji Xerox Asia Pacific Pte Ltd
Education @ Iskandar Sdn Bhd
MISC Berhad
Progressive Insurance Sdb Bhd
BH Insurance (M) Berhad
College of Business, Universiti Utara Malaysia
PMI Education Sdn Bhd
Oziland Service
RHB Banking Group
Mart Lab Supplies
Chan A Yab Enterprise Sdn Bhd
KP Smart Solution Enterprise
TC Management Services Corporation Sdn Bhd
Mayflower Acme Tours Sdn Bhd
Tan Chong Ekspres Auto Services Sdn Bhd
Speakers Profile
Nov 29th : 9am to 5pm
(Full Executive Workshop)
Dr. Paul Leow (DBA University of Canterbury )
A business mentor and customer centric marketer by profession. Co-founder AARM Asia Pacific
(2005) and also the Executive Vice President AARM Canada (1996); CRM & Education
Consultant Tan Chong Motor Group Malaysia; CRM/CEM Global Advisor Greater China CRM
Association, Advisor GlobalMakers Korea and Senior Lecturer Paris Graduate School of
Has over 24 years of intensive hands-on exposure with known brands like Samsung, AMD, Intel,
Ford, Nissan, Kookmin Bank, Volkswagen, etc in the conceptualization, integration and
management of Database, Direct Marketing, Integrated Marketing Communication, Loyalty
Marketing, Internet Marketing, Customer Relationship Marketing/Management, Consumer
Research and one-to-one Marketing initiatives for many MNCs and Fortune 500 companies on the
FSI, Healthcare, Services, FMCG and Automobile verticals in Asia and North America.
Taught in universities like Hannam University Korea, New York Institute of Technology, Upper
Iowa University, Cape Breton University Canada, Malaspina University College Canada, NTU
Singapore and HELP Graduate School.
Lived, studied and worked in cities like Singapore, Connecticut, Vancouver, Gold Coast, Kuala
Lumpur, Daejeon and Seoul; with regular business attachment to cities like Changchun,
Shanghai, Beijing, Jakarta, Manila, Hanoi and HCM City.
Has a DBA Canterbury University, a MBA Griffith University; B.A Theology Organizational
Administration Maranatha Bible College and Mass Communication Oklahoma City University;
Certified CRM/1to1 marketing consultant Peppers & Rogers Group USA; Certified Professional
CRM AARM Canada.
Nov 30th : 9am to 5pm
(Full Executive Workshop)
DR. HARTINI AHMAD (PhD University of Bradford )
Currently is the Associate Professor of Strategic Change and Operational Excellence of the
College of Business (COB), University Utara Malaysia. She had vast experiences in managing the
overall prospecting for research, consultancy and training opportunities through the harnessing of
organization improvement activities and change management for the public and private sectors.
She got her Ph.D. in Business Process Management/ Reengineering from the University of
Bradford in 2004. She found leadership is the most crucial factor that has been incorporated in the
change model. Her articles published in journals and proceedings including the leading change
and performance, and the transformational leadership for change. Currently, she is supervising
PhD students on the leadership and the sense of urgency, the post positivist view of leadership in
the GLCs and leadership commitment on the evolutionary process change. She has received the
Outstanding Paper Award 2008 by the Emerald Literati Network, on her publication—the critical
success factors of the process change. Additionally, her co-authored paper titled “organizational
competencies and its influence on performance” obtained the best paper award 2008 in the
AGBA, Bahrain.
Professional member to European Operations Management Association (EUROMA), MSORM
(Management Science and Operational Research of Malaysia), Qualitative Research Association
of Malaysia (QRAM) and Certified ISO9001 QMS lead assessor / auditor. She has been actively
involved in several researches, consultancies and training activities from year 1996 to present.
She also taught a group of senior managers from various background; industries, and services,
MNCs, Oil and Gas, Banks, Automotive like Proton, telecommunications, Customs, etc. She has
developed the customer satisfaction index (CSI) for one bank in Malaysia, beside the
telecommunication and healthcare in other developing countries setting.
Nov 30th : 4pm to 5.30pm
DAVID TING (Executive Deputy Chairman of Warisan TC Holdings Berhad )
A fellow member of the Chartered Association of Certified Accountants (CACA), UK and associate
member of Malaysian Institute of Accountants (MIA), was attached to a Public Accountants firm in
London, U.K. for two and a half years.
Spent seven years with Sarawak Shell Berhad and Shell Malaysia Berhad.
Moved on to spend seven years with Bank Industri Malaysia Berhad and Silterra Malaysia
Berhad, a semi conductor company.
In August 2000 till present, he joined Tan Chong Group, a franchised motor assembler and
distributor for Nissan as Renault in Malaysia as Executive Director for Tan Chong Ekspres Auto
Servis Sdn. Bhd., Executive Director for TC Capital Resources Sdn. Bhd., (a licensed money
lender), TCCL Sdn. Bhd., Tan Chong Agency Sdn. Bhd., and TC Capital Premium Sdn. Bhd. (a
licensed money changer),.
Was appointed to the Board of Warisan TC Holdings Berhad (WTCH) effective 1 November 2008,
assumed the position of Executive Deputy Chairman on 1 June 2009 till present. He is also
Chairman/ Director of several subsidiaries/ joint-venture companies of WTCH.
Universities – Learning Institutions
College of Business (COB) of Universiti Utara Malaysia (Known to be the Harvard Business School of
Malaysia, by Tun Dr. Mahathir) representing a blend of the very best minds from four faculties, i.e.
Accounting, Finance & Banking, Business Management and Technology Management. The mission is to
be a preeminent College of Business, excelling in the areas of high quality relevant research, teaching and
service. UUM’s Business College is committed to maintaining academic excellence by providing a
business education that is at the cutting edge of business practice and theory. COB place considerable
emphasis on entrepreneurship, character and leadership building. UUM students can draw on expertise
and networks in Accounting, Finance, Management, Management of Technology, Entrepreneurship, and
many more.
PGSM business school group founded in 1975 is a private institution made up of four business schools
units (ESG, EGSE and ESGI) which are located on five campuses in the heart of Paris with close to 5,000
students and over 22,000 PGSM alumni. PGSM is rated top three business school in Paris and top 19th in
France, Europe. Locally here in Malaysia, PGSM programs are fully approved and recognized by MOHE
Malaysia. PGSM programs are also accredited by the International Collegiate of Business Education
(IACBE) and affiliated with close to 100 universities in five continents and partnership with more than 3000
global enterprises. They work closely with Mantissa College to run their programs here in Malaysia.
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