C3 Africa Marketing Services

The Way to Market ...

A members of the Ascentys Group

C3Africa Marketing : Ver 3 8 March 2010

THOUGHT LEADERSHIP

BUSINESS INTELLIGENCE

UNIQUE INSIGHTS

TRAINING

CONSULTING

SOURCING

TOOL SETS

TECHNOLOGY

Industry & Business Networks

Creating Unique Business Intelligence

THOUGHT LEADERSHIP “An organisation or a person who is recognized among peers and mentors for innovative ideas and demonstrates the confidence to promote or share those

ideas as actionable, distilled insights.” Wikipedia

Source of Information

Five Key Challenges Into 2010

Reduce CostOf OperationsReduce Cost

Of OperationsIncrease

EfficienciesIncrease

EfficienciesIncreaseRevenueIncreaseRevenue

ReduceRisk

ReduceRisk

IncreaseCustomer

Satisfaction

IncreaseCustomer

Satisfaction

Fulfilling The Key Elements of Most Organisations’ Strategic Plans

Doing a lot more …..

With a lot less …..

Without compromising quality

SA Contact Centre Industry

• SA Market, private and public sector, size of installation, outsourcers, in-house, captive

• Target market for 2010 campaign• Key global trends / regional impacts

in workforce optimisation, interaction analytics and self service

• Knowledge void and technology void

The South African Target Market

Customers are not sitting back and waiting to be sold to...• Where are they looking for solution decision knowledge and information?

– Internet– Analyst and research reports– References from peer network– Consultants

• The most effective marketing vehicles are.. – Case studies– Presentations at conferences, trade shows, workshops, and think tanks– Analysts– Direct mailings and database marketing

• The content most likely to capture a potential buyer’s attention is.. – Technology & Strategic innovation– Customer success stories / case studiles– Thought leadership on the application of technology

or new strategies

• Strategic direction, management and execution of marketing, communications and event strategies

• Delivery of a wide range of specialised events including conferences, thought leadership seminars, product showcasing, training, and focused forums

• Management of marketing communications, public relations, awareness and advertising programs

• Development and implementation of lead generation and sales generation programs

• Formal market research • Competitive audits• Development of marketing and

branding materials and collateral

Meeting Our Partners Marketing Objectives

Powerful end-to-end marketing campaigns that result in …..– Higher rate of deal closure– Brand building & awareness – increase market share & revenue– Identify new marketing opportunities - Market penetration and

Lead generation– Build client relationships – acquisition & retention– Product launches - Information/Education– Become a trusted expert - Increase positive impressions and analyst

recommendations– Build customer loyalty– Greater customer retention – Improve corporate, brand and product visibility– Drive positioning as leading service provider in target markets– Improve credentials as a thought leader and subject matter expert

Contact Industry Hub• The only comprehensive, accurate and regularly updated and

validated contact centre industry database available in South Africa• The only vendor-independent contact industry web portal and email

newsletter in Africa• Over 90% of readers are in management positions, and a third of

readers are Call Centre managers. Readers in top management include CEOs, CFOs, Managing Directors and Operations Directors.

• Identifies all South African and African call centres, contact centres and BPO centres

– Location– Type and size of operation– Capacity– Infrastructure– HR issues– Key decision-makers

• Provides a knowledge and links portal • Provides a marketing platform for vendors and service providers• Create the basis for formal, structured research

www.contactindustryhub.co.za

CIH Statistics

• 1,600 South Africa Contact Centres• 5,800+ Opt-in Newsletter Subscribers• 5,000+ web visits monthly• 10,000+ page views monthly

C3Africa ResearchHigh quality Research Generates Business Intelligence to Drive Knowledge-Based Decisions

• 2008 SA National BPO & Call Centre Report – Complete

• 2009 SA BPO & Call Centre Human Capital Focus Report – Complete

• 2010 SA BPO & Call Centre Technology Focus Report – in development stage – Publish Q3/2010

• 2010 SA BPO & Call Centre Outsourcing Report – In concept stage – Planned Q3/4 2010

• 2010/11 All Africa Contact Centre & BPO Report – in concept stage

C3Africa EventsThought Leadership Summits

• Thought Leadership Summit – One Day – 6 to 8 Keynote Presentations

• A typical C3Africa Thought Leadership Summit comprises a One Day, high-impact, symposium or short conference format event.– Five to seven industry respected keynote speakers or presenters

recognized for their Thought Leadership, subject matter expertise and presentation or delivery abilities.

– A single or focused ‘theme’– Highly interactive, facilitated dialogue between speakers and delegates– Programmes designed to attract upper middle management and senior

executives and decision-makers– Delegate fees positioned for ‘High Value’

C3Africa EventsThought Leadership Summits

2010 Suggested Themes– Strategies for Success in 2010 - Preparing for the Up-Turn– Human Capital – Optimising the Workforce– Outbound, Telemarketing and Collections– From CRM to CEM (Customer Relationship Management to Customer

Experience Management)– Skills Development and Training– Workforce Optimisation, Workforce Management and Interaction

Analytics– Service Delivery in The Public Sector– Technology Trends– Outsourcing and Hosted Solutions– Workplace Wellness for Contact Centres– Designing, Building, Fitting Out or Refurbishing Contact Centres (Form

site location to ergonomics and more …)

C3Africa EventsFocus Forums

• Focus Forums - Executive breakfast sessions (3 hours) held at select, up-market venues to discuss strategic issues with CXO’s and decision makers … The Thought Leaders!

• The objectives of the Focus Forums are:– Educate the market on the technologies available to address their

current and future business challenges– To interact with existing and prospective clients, develop

networking opportunities and develop lead generation– Provide potential customers with valuable intellectual capital that is

business-relevant– To position C3Africa’s event partners, as Thought Leaders in the

industry– To build brands and enhance the industry perception of our event

partners’ businesses– Develop an understanding of the market and of the solutions

demanded by users.

Thought Leadership Dinners

Thought Leadership Dinners - Executive (by invitation only) dinners held at select, up-market venues to create the conducive environment in which ‘intimate’ business interaction with CXO’s of specific organisations can flourish.

• The highly engaging evening achieves two significant results:– An unparalleled opportunity for vendors to interact with key

decision-makers and to communicate their unique value proposition/s

– The assimilation of real user needs, perspectives and perceptions• The Thought Leadership dinners are one of the most cost effective

and efficient ways of interacting with a group of CxO level invitees at one time

– a highly effective means of educating, informing and motivating prospects into action through a developed understanding of industry issues.

Contact Centre Showcase

Contact Centre Showcase - C3Africa’s unique Contact Centre ShowCase events turn the traditional ‘conference and exhibition’ model upside down!– Marketing Partners invest in their participation and the promotion of

their products or services– Delegates attend for a nominal registration fee

Benefits to ShowCase Marketing Partners• Guaranteed 55 minute ‘Speaker Slot’ for ‘Hard Sell or Demonstration’• All day table-top display• Access to the delegate database• No restrictions on product ‘vending’, demonstrations, or branded

testimonials• Banners, flags and additional display and merchandising opportunities• Extensive business networking and relationship building• Powerful pre-publicity and post event follow-up mailings to delegates

MasterClass Seminars

Rod Jones MasterClass Management Development Seminars – 2 days– An management knowledge development seminar for organisations

considering setting up their own new call centre or seeking to increase the efficiency and the effectiveness of their existing operations.

– Already attended by over 1,500 delegates in eight countries – Provides participants with tools, training and strategic and tactical

insights to:• Increase Customer Satisfaction• Increases Efficiencies• Drive down or cap costs and increase revenues• Optimise technology investments• Reduce staff turnover

Sponsorship Opportunities Guarantee:• Face to face interaction with key clients and prospective clients• Lead generation• Brand Positioning and Brand Building • Thought Leadership Positioning

Why Delegates Attend Our Events?• Harsh economic realities drive the quest for contact centre

optimisation through new knowledge• C3Africa events focus on delivering true thought leadership, new tactics,

new techniques and new technologies• We will deliver high value content at a realistic cost

Benefit to Delegates• Empower decision makers with an understanding of new technologies and

services affecting business growth• Understand what it takes to build high performance contact centres• Gain from the experience and case studies of veterans in the contact centre

industry• Learn how global trends are impacting Africa’s call centre industry• Learn strategies to improve contact centre performance and service levels• Network with organisations that have succeeded• Increase knowledge of service management capabilities and tools• Gain insight into the application of new technologies, initiatives and innovations

Executives/managers involved in or responsible for• Contact Centers • Customer Service • Customer Relationship Management • Help Desks • Sales and Marketing • Telemarketing/Telesales • Field Support • Channel Support

Benefit to Sponsors• Lead and shape the market and enhance Thought Leadership

standing in the industry• Obtain excellent Return on Investment through Lead Generation• Brand Exposure and Product Awareness • Interact, network and do business with key decision makers of

the contact centre industry• Targeted messaging to defined audiences

• Business Intelligence • Customer Data Integration • Enterprise Services • IT/Telecom • Hiring/Coaching/

Retention • Workforce Management• Quality Management

Event Delegates

Clients

Questions & Discussion