Seminar on

Customer Relationship Management in an Electronic Environment

April 7-12, 2003

University of Jyväskylä, School of Business and Economics

Monday April 7	Tuesday April 8	Wednesday April 9	Thursday April 10	Friday April 11	Saturday April 12 S
				8.30 – 10.00 Agora Delta Andreas Eggert: Chances and limitations of eCRM	8.30 – 10.00 Agora Delta Evert Gummesson: Relationship Management
10.00 – 12.00 Agora Lounge Registration				10.00 – 10.15 Coffee break	10.00 – 10.15 Coffee break
	10.15 – 11.30 Agora C232.1 Linda Peters: How can CRM be effectively implemented in organisations	10.15 – 11.30 Agora Delta Magnus Söderlund: Customer Relationship	10.15 – 11.30 Agora C234.1 Magnus Söderlund: The hyper loyal customer	10.15 – 11.30 Agora Delta Andreas Eggert: Chances and limitations of eCRM	10.15 – 11.30 Agora Delta Evert Gummesson: Relationship Management
11.30 – 12.15 Lunch Student discount available every day at restaurant Piato	11.30 – 12.30 Lunch	11.30 – 12.30 Lunch	11.30 – 12.30 Lunch	11.30 – 12.30 Lunch	11.30 à Agora Delta Minna Mattila: Closing session Coffee & snacks served
12.15 – 12.30 Agora Beeta Minna Mattila: Opening session	12.30 – 14.15 Agora C232.1 Minna Mattila: Team Assignment	12.30 – 14.15 Agora Delta Magnus Söderlund: Customer Relationship	12.30 - 14.15 Agora Delta Andreas Eggert: Chances and limitations of eCRM	12.30 – 14.15 Agora Delta Evert Gummesson: Relationship Management
12.30 – 14.15 Agora Beeta Linda Peters: Organisational learning and CRM
14.15 – 14. 30 Coffee break	14.15 – 14.30 Coffee break	14.15 – 14.30 Coffee break	14.15 – 14.30 Coffee break	14.15 – 14.30 Coffee break
14.30 – 16.00 Agora Beeta Linda Peters: Organisational learning and CRM	14.30 – 17.00 Agora C232.1 Minna Mattila: Team Assignment continues	14.30-17.00 Agora Delta Dissertation proposal presentations, commentary Magnus Söderlund	14.30-16.00 Agora Delta Andreas Eggert: Chances and limitations of eCRM	14.30-16.00 Agora Delta Evert Gummesson: Relationship Management
16.00 – 17.00 Agora Beeta Dissertation proposal presentations, commentary Linda Peters			16.00 – 17.00 Agora Delta Dissertation proposal presentations, commentary Andreas Eggert	16.00 – 17.00 Agora Delta Dissertation proposal presentations, commentary Evert Gummesson
19.00 à Get-together Hotel Alba, Cabinet For seminar participants only		19.00 à Opportunity to take part in ”Houses and tales” – in the heart of Jyväskylä. After tour dinner at the Restaurant Patani (self-organizing)