Agenda - Day one - Monday 1 October

John Sutherland, Sales & Marketing Director, Nationwide Building Society
John is a main board director of Nationwide, the world’s biggest building society.

He has worked at Nationwide since 1988 during which time he has headed up the branch network twice and led the main central operations division. He is an accomplished change manager and led the branch network through its biggest ever change in 2005/6.

John is currently accountable for all group retail marketing which includes pricing, product development and CRM exploitation.

From the coal face – an industry case study

• We are driving hard with five interlocking marketing strategies

• Our brand is strong but based on old pre-CRM strategies

• New CRM strategies have to support and enhance the brand

• We recognise customers want increasingly to be treated as individuals

• And like more and more to self serve

• Exploiting our brand strength and solid CRM base is key to our future

• The presentation will encompass all these points

• Remembering always.... it’s the quality of your data that is the key