Customer Relationship Management (CRM) is used to learn more about customers’ needs and behaviours in order to help organisations create and enhance relationships with their customers. In organisations, CRM has been used to track and manage customers with the aim of increasing brand loyalty, gain competitive advantage and so generate increased sales and profits.

Speakers

Harriet Cooper-Wall

Programming Director

Harriet Cooper-Wall is programming director, ITN Productions Industry News.

Harriet creates online, broadcast standard, industry news-style programmes using a reporter led format to communicate issues on behalf of leading industry bodies and national and international associations.

Harriet gained experience in news output during her time  at The Press Association, the UK’s national news agency, and The Daily Telegraph.