Eurochambres Academy International Trade Forum 2005 Information & Advisory Services Remco de Bruijn International Trade Consultant Utrecht Chamber of Commerce.

Eurochambres AcademyInternational Trade Forum 2005

“Information & Advisory Services”

Remco de BruijnInternational Trade ConsultantUtrecht Chamber of Commerce & Industry, the Netherlands

© Utrecht Chamber of Commerce and Industry

Purpose of the seminar

• Discuss current & future trends

• Identify key opportunities

• Discuss methods to set up new tools

• Share best practices & learn from each other

© Utrecht Chamber of Commerce and Industry

Contents

• Introduction• Trends in the international environment• Level of importance & trends in information & advisory

services• Keeping track of your customer • Distributing your services• Setting up products & services: case study

Uniform Product and Service Package (UMPSP)Product development and decision making

• New & future advisory services

© Utrecht Chamber of Commerce and Industry

Trends in the international environment

Trends that affect our information & advisory services package:

• Accelerated shift from goods to service economies

• Use of internet & internet technologies

• Outsourcing & offshoring

• Focus on emerging markets (especially BRIC)

© Utrecht Chamber of Commerce and Industry

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TradeEnquiryService

TenderEnquiryService

Collect &classify info

on i/eregulations

Guidelineson i/e

procedures

Manualcovering

proceduralaspects of

export

Database ofinfo on

regulationsin important

foreignmarkets

ResourceLibrary

(GeneralTrade

Information)

TradeSpecificwebsite

Level of importance info services

© Utrecht Chamber of Commerce and Industry

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Tre

nd

str

engt

h

TradeEnquiryService

TenderEnquiryService

Collect &classify info

on i/eregulations

Guidelineson i/e

procedures

Manualcovering

proceduralaspects of

export

Database ofinfo on

regulationsin important

foreignmarkets

ResourceLibrary

(GeneralTrade

Information)

TradeSpecificwebsite

Trends in info services

© Utrecht Chamber of Commerce and Industry

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Advice howto find & use

gov.programmes

Referbusinessesto market

reasearch &trade leads

Conductmarket

research forcompanies

Provide anExport

Strategyservice forcompanies

Adviceexportersabout i/e

procedures

O rganiseworkshops &seminars on

exportprocedures

Train-the-trainers in

i/eprocedures

Advice onrisk

Level of importance advisory services

© Utrecht Chamber of Commerce and Industry

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Tre

nd

Str

engt

h

Advice howto find & use

gov.programmes

Referbusinessesto market

reasearch &trade leads

Conductmarket

research forcompanies

Provide anExport

Strategyservice forcompanies

Adviceexportersabout i/e

procedures

O rganiseworkshops &seminars on

exportprocedures

Train-the-trainers in

i/e procedures

Advice onrisk

Trends in advisory services

© Utrecht Chamber of Commerce and Industry

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0,5

1

1,5

2

2,5

Lev

el o

f Im

por

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Advice ondoing

business inemergingmarkets

Assessingcompany

exportreadiness

Auditingcompany's

existingexportefforts

Advice onintellectual

propertyrights

Advice onoutsourcing

overseas

Foreignlanguage

audits

Foreignlanguagetraining

Services forimporters

Level of importance advisory services (2)

© Utrecht Chamber of Commerce and Industry

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Tre

nd

Str

engt

h

Advice ondoing

business inemergingmarkets

Assessingcompany

exportreadiness

Auditingcompany's

existingexportefforts

Advice onintellectual

propertyrights

Advice onoutsourcing

overseas

Foreignlanguage

audits

Foreignlanguagetraining

Services forimporters

Trends in advisory services (2)

© Utrecht Chamber of Commerce and Industry

Keeping track of your customers’ needs

• Customer Relationship Management

• Tracking internet behaviour

• Surveys (questionnaires etc.)

• Evaluations after seminars, consults etc.

• Following trade trends

© Utrecht Chamber of Commerce and Industry

Distributing your services

Channels:

• Website• Brochures & books• Office (workshops, consults, service desks)• Call centre• E-mail, chat & video conferencing• CCI Mobile (mobile, sms, pda)• Others

© Utrecht Chamber of Commerce and Industry

Setting up products & services: case study Dutch CCIs

Uniform Minimum Product & Service Package

Goals UMPSP (why & what):

• Customer satisfaction

• Quality

• Efficiency by economies of scale

• Synergy between Chambers

© Utrecht Chamber of Commerce and Industry

Setting up products & services: case study Dutch CCIs

UMPSP: Products & services of the Chambers are based on the lifecycle/crossroads of a company:• Start

• Growth

• Import / Export

• Hand-over / take-over

• Law & rules (legal)

© Utrecht Chamber of Commerce and Industry

Setting up products & services: case study Dutch CCIs

Each crossroads has an identical sub classification structure:• Fiscal• Finance & administration• Marketing• Management & organisation• Legal• Insuranceand a sub-sub classification on detailed level

© Utrecht Chamber of Commerce and Industry

Setting up products & services: case study Dutch CCIs

The UMPSP comprehends 7 product/service categories:

• General information (Gi)• Individual consultancy (Ci)• Information products (I)• Training (T)• Reference material (Rm)• Long term consultancy & support (LT)• Website links (E)

© Utrecht Chamber of Commerce and Industry

Setting up products & services: case study

Client

question

START

IMPORT /

EXPORT

HAND-OVER /

TAKE-OVER

GROWTH

LAW & RULES

T

Ci

LT

I

Rm

Gi

Gi

Rm

Ci

LT T

I

Gi Rm

I

TLT

Ci

I

TLT

Ci

RmGi

TLT

RmGi

CiI

- UMPSP model -

E

E

EE

E

© Utrecht Chamber of Commerce and Industry

Setting up products & services: case study Dutch CCIs

Product development & decision making:

• Meeting of Managing Directors

• Committee Information & Advice• Product teams

• International trade consultants of CCIs

© Utrecht Chamber of Commerce and Industry

Future of Dutch CCIs

Future of information & advisory services:

• Information supplier to information network (director)

Focus: network & digitalisation

© Utrecht Chamber of Commerce and Industry

New products & services

New products & services that have been introduced by European CCIs in the past two years:

• Information about EU legislation through EURO-info Centre of the Chamber (Croatian Chamber of Economy)

• Consultancy services www.gertu.com (Gipuzkoa CC)

• Part time export managers programme (Cantabria CCI)

• Information reports service (Cantabria CCI)

© Utrecht Chamber of Commerce and Industry

New products & services: best practise

International trade day 2005

• 14 locations

• 3.322 registered visitors

• 270 exhibitors (network partners)

• 21.870 additional pageviews on www.kvk.nl

• Commercials on national & regional radio & TV

© Utrecht Chamber of Commerce and Industry

Future products & services

• Seminar how to establish trade with different countries (Croatian Chamber of Economy)

• Seminars export of IT services, doing business in emerging markets, Outsourcing scan, exportplan assignments by Exportmanagement students (Utrecht CCI)

© Utrecht Chamber of Commerce and Industry

Product development game

Try to invent a new product/service in the field of information & advisory services (in groups). Present your service by answering the following questions:

• What is it?

• Who is it for? (target group)

• Why will this service be successful?

© Utrecht Chamber of Commerce and Industry

Questions?

© Utrecht Chamber of Commerce and Industry

Thank you very much for your attention!

Remco de Bruijn

International Trade Consultant

Utrecht CCI

The Netherlands

i&[email protected]