| Sunday, November 09, 2003 |
| 5 - 6:30 p.m. |
Welcome Reception, Garden Patio |
| 6:30 - 7:30 p.m. |
Customer Support Council Executive Committee Meeting (Board Room B) |
| Monday, November 10, 2003 |
| 8 - 8:15 a.m. |
Opening Remarks |
Mark Kern, Ditch Witch |
| 8:15 - 9 a.m. |
Winning & Keeping Value-Driven Buyers |
Robert Tucker, Innovation Resource |
| 9 - 9:30 a.m. |
Break |
| 9:30 - 10:30 a.m. |
Major Projects exchange |
| 10:30 - 11:45 a.m. |
Customer Segmentation: It's Not Just for Marketers |
Jeanne Fec, Frank Lynn Associates
Rich Goldsbury, IR Bobcat |
| 11:45 a.m. - 1 p.m. |
Lunch, Pool Patio |
| 1 - 2:15 p.m. |
Branding is More Than the Color and Name on the Product! |
Bob Segal, Frank Lynn Associates |
| 2:15 - 2:45 p.m. |
Break |
| 2:45 - 3 p.m. |
NASM Certification Program |
Gene Rossetti, Deere & Company |
| 3 - 5 p.m. |
Team activity - Innovation |
Robert Tucker, Innovation Resource |
| 5:30 p.m. |
Reception/dinner |
| Tuesday, November 11, 2003 |
| 8 - 8:10 a.m. |
Opening Remarks |
Mark Kern, Ditch Witch |
| 8:10 - 9 a.m. |
Using Technology to Monitor Aftermarket Profits |
Bill Purdie, MobileNet
Tim Lewis, QualComm |
| 9 - 9:30 a.m. |
Break |
| 9:30 - 10:30 a.m. |
2003: Technology Based Training |
Brad Jensen, Industrial Training Zone
Cloyce Lamb, Komatsu America |
| 10:30 - Noon |
Profitability in Customer Support (Panel) |
Harold Maxwell, Booth Machinery
Earl Harbaugh, Ditch Witch Midwest
Duane Wallin, Bi-State Machinery Co.
Rich Jilek, Howell Tractor & Equipment
Randy Wood, CNH, moderator |
| Noon - 1:15 p.m. |
Lunch, Pool Patio NASM Board Luncheon Meeting, Ballroom 4 |
| 1:15 - 1:45 p.m. |
AEM services update |
John Smylie, AEM |
| 1:45 - 2:45 p.m. |
Diagnostic Technologies and the Impact on Service Support |
Joe Barkai, Diagnostic Strategies Inc. |
| 2:45 - 3:15 p.m. |
Break |
| 3:15 - 4 p.m. |
Customer Loyalty, Customer Retention |
Bob Townsend, CNH |
| 3:15 - 4 p.m. |
Pay Your Own Dine Around (for reservations, contact Mike Bunch at 859-264-6256) OR Evening on your own |
| Wednesday, November 12, 2003 |
| 8 - 8:10 a.m. |
Opening Remarks |
Jennings Nelson, Dana |
| 8:10 - 9:30 a.m. |
Service and Parts: Managing The Profit Circle After Production |
Dennis Jentgens, GM Management Resource Team |
| 9:30 - 10 a.m. |
Break |
| 10 - 11 a.m. |
Streamlining the Warranty Circle |
Ron Ezsak, Active Web Services
Ken Skala, NPK Construction Equipment |
| 11 - 11:15 a.m. |
'03 Warranty Survey Results/Parts Statistical Report |
Ken Skala, NPK Construction Equipment |
| 11:15 - 11:45 a.m. |
Great Exchange of Logo Wear and conclusion of formal seminar |
| Noon |
Luncheon Meeting of Parts Marketing Statistical Group, Ivory Room |
Please call Wanda Larsen at 414-298-4135.
