Presentatie KPMG Crimsonwing - Ontbijtseminar 'Wat beweegt uw leden?'

Self serviceDialoogEvents

Ontbijtseminar ‘Wat beweegt uw leden?’

4 maart 2015

2© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

WAAR HEBBEN WE HET OVER?

Self service

4© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Self service – wat is het?

Wikipedia:

“Self service is the practice of serving oneself”

5© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Self service - voorbeelden

6© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Self service - voorbeelden

7© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Self service - voorbeelden

8© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Self service - voorbeelden

9© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Self service - voorbeelden

10© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Self service - voorbeelden

11© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Self service - voorbeelden

12© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Self service - voorbeelden

13© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Self service – voordelen

Voordelen:

- Klantverwachting

- 24/7

- Toe te passen over meerdere kanalen

- Makkelijk data bijhouden

- Besparing

Als de kosten van personal service 100% zijn…

… dan komt self service op 12%

Nadelen:

- Persoonlijke interactie weg?

14© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Self service - toekomst

Self service groeit door

Personal service

Self service

2000 – 2010 75% 20%

2010 – 2016 50% 30%

2016 – 2020 20% 40%

15© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Self service - toekomst

Personal service

Self service

Crowd service

2000 – 2010 75% 20% 5%

2010 – 2016 50% 30% 20%

2016 – 2020 20% 40% 40%

Crowd service komt op

16© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Crowd service - voorbeeld

17© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Self service - toekomst

Crowd service

Bijkomende voordelen:

- Persoonlijke interactie terug

- Bredere service dienstverlening

- Loyaliteit

Als de kosten van personal service 100% zijn…

… dan komt self service op 12%...

… en crowd service op 9%

Personal service

Self service

Crowd service

2000 – 2010 75% 20% 5%

2010 – 2016 50% 30% 20%

2016 – 2020 20% 40% 40%

18© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Self service – de praktijk

Panel

Self service

De IT tips

21© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Self service – design en herkenbaarheid

22© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Self service – overzichtelijk en duidelijk

Gerichte informatie op het juiste moment

Directe validaties

Duidelijke process stappen

23© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Self service – mobiele strategie

24© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Praktische tips – self service

• Focus op design, gebruiksvriendelijkheid en herkenbaarheid

• Betrek een gebruikersgroep van daadwerkelijke gebruikers

• Bepaal vooraf een mobiele strategie

Dialoog

26© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Dialoog – wat is het?

Wikipedia:

“Een dialoog is een gesprek tussen twee of meer personen.”

Maar wat is dialoog voor organisaties? Marketing?

- Social

- Mobiel

- E-mail

- Database marketing

- Telemarketing

- Fysiek

- CRM

- Service

27© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Dialoog marketing – trends & toekomst

Voice of the customer/member

28© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Dialoog marketing – trends & toekomst

Bedrijfsculturen gericht op de klant

29© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Dialoog marketing – trends & toekomst

Klanttevredenheid; meer diepgang

30© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Dialoog marketing – trends & toekomst

Self service

31© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Dialoog marketing – trends & toekomst

Marketing data & CRM, toegang tot technologie, digitalisering

32© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Dialoog marketing – trends & toekomst

Niche platformen

33© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Dialoog marketing – trends & toekomst

Internet of things – third screen?

34© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Dialoog marketing – trends & toekomst

Content stays king

35© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Dialoog marketing – voordelen

Voordelen - digitalisering:

- Uitermate geschikt op relaties te onderhouden

- ‘Makkelijk’ meer kennis en inzicht

- Groot bereik

Nadelen?:

- Extreme groei aan data (zonder interpretatie, data = niet per definitie al informatie)

- Kapers liggen op de loer

- Vluchtig

36© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Dialoog marketing – de praktijk

Panel

Dialoog

De IT tips

39© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Dialoog

40© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Verschillende kanalen verschillende verwachting

41© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Cross channel

42© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Social listening

Maak automatisch een case aan voor de servicedesk op basis van social listening

43© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Wat speelt er bij je klant

44© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Automatische wachtrij

45© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Live chat

• Gemak voor de klant

• Minder winkelwagen verlatingen

• Bouw vertrouwen op

• Cross-sell / upsell

• Feedback van klanten

46© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Praktische tips - Dialoog

• Ken je klant en anticipeer

• Wees proactief met social media

• Meer tijd voor kwalitatief dialoog

• Onderzoek of live chat dialoog met uw leden kan versterken

Events

48© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Events – wat is het?

Wikipedia:

“Een evenement is een verplaatsbare georganiseerde gebeurtenis, (openlucht)manifestatie, (thema)dag of week. Meestal is die publiek,

maar ze kan ook besloten zijn: bedrijfsevenement.”

49© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Events – trends

Intimiteit (kleine hoekjes, gezellige pop-up theaters)

50© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Events – trends

Crowdsourcing (samenstellen programma = betrokkenheid)

51© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Events – trends

Nieuwe, creatieve locaties

52© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Events – trends

Merk boven programma

53© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Events – trends

Sponsoring

54© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Events – trends

Internationale ontmoetingsplekken

55© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Events – trends

Crowd sharing

56© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Events - trends

Cost sharing

57© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Events – trends

Leeftijdsgrens vervaagt (speeltuin, dansweide, 65+ bar op 1 event)

58© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Events – trends

Food staat centraal

59© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Events – Voordelen

Voordelen:

- Hoge interactie - dialoog

- Beleving

- Netwerken

- Lid + niet-lid (bredere doelgroep)

Nadelen?:

- Organisatie – tijd

- Kosten

60© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Events – de praktijk

Panel

Events

De IT tips

63© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Ledenvoordeel

64© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Mond op mond reclame

65© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Ontsluit administratieve informatie voor marketing & service

Toon automatisch relevante data over jezelf

en van je gekoppelde vrienden

• Jan heeft zich ingeschreven voor FC Dordrecht –Ajax op 17 mei 2015

• Dorien neemt over 2 weken deel aan Heuvellandtocht

• Willem heeft promotie gemaakt naar klasse L1

• Let op uw fietstraining morgen gaat niet door i.v.m. ziekte instructeur

66© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Toegangscontrole op eenvoudige wijze

67© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

Praktische tips - events

• Maak ledenvoordeel inzichtelijk voor aspirant leden (werving) en bestaande leden (behoud)

• Online registratie gekoppeld aan de backoffice levert efficiënte administratieve afhandeling

• Ontsluit administratieve informatie voor marketing & service

The KPMG name, logo and “cutting through complexity” are registered trademarks or trademarks of KPMG International.

The information contained herein is of a general nature and is not intended to address the circumstances of any particular individual or entity. Although we endeavour to provide accurate and timely information, there can be no guarantee that such information is accurate as of the date it is received or that it will continue to be accurate in the future. No one should act on such information without appropriate professional advice after a thorough examination of the particular situation.

© 2015 Crimsonwing (Promentum B.V./VDA Informatiebeheersing B.V.) a subsidiary of KPMG Investments Malta Ltd, a subsidiary of KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.