Network Inform: Monitoring and Maintaining Customer Relationships

Date - Sep 13, 2017
Time - 11:30 – 14:00
Venue - Newcastle TBC
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Communicating with your customers is probably second nature, but how actively does your organisation listen – and what more could you do to strengthen your customer relationships?

What do customers really think about your service?

Does your organisation ‘actively listen’ and engage with customers, so that you build lasting relationships?

How can you convert customers into advocates for your brand?

Through this interactive session, Jacquie Potts - Director, Marketwise Strategies will help you to explore and understand:

  • How to be more proactive in eliciting opinions
  • The different sources of customer feedback
  • How to use customer surveys, online communities and other sources to monitor perceptions and – at the same time – strengthen the relationship
  • The benefits of using social media to track conversations and reputation
  • The impact that data analytics is having upon customer relationship monitoring
  • How to achieve the insights that you need – without ‘drowning in data’.


Jacquie Potts BA(Hons), MA, DipM, CMRS, FCMI, MCIM, Chartered MCIPD

Jacquie is Managing Director of strategic market research company Marketwise Strategies Limited, which she founded in 2000 after a career in consultancy, higher education and the engineering industry.

Marketwise Strategies specialises in in-depth, bespoke research that:

  • Helps organisation to better understand and get closer to their customers and stakeholders
  • Informs new product/service development and market entry
  • De-risks major investments and initiatives.

The company works mainly with knowledge-focused organisations: including universities, professional bodies, technology companies and the public sector. Based in Newcastle upon Tyne, it serves numerous clients in London and delivers research internationally.


11:30 am – Registration and refreshments

12 noon – Main presentation and activity

1:00 pm - Lunch and networking

1:30 pm – Service Network Update

2:00 pm - Event Close

Please note agenda is subject to change

The event is free to members of Service Network and non-members can attend for £50+VAT (&fees).

To find out more about becoming a member of Service Network visit the membership page or contact the team on 0191 516 4400 or For a limited period of time non-members paying to attend an event and wishing to join Service Network will have the event cost (£50) deducted from their annual membership fee.