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Avoiding Being Everything to Everyone, Everywhere: Making Profitable Channel Investments, Hong Kong Productivity Council Multi-Channel Marketing Symposium Capturing Value from CRM, Building Customer Value: Realign People Process and IT, Economist Corporate Network Capturing Earnings through Excellent Churn Management, Frost & Sullivan 3rd Annual CRM Asian Executive Summit Strategies to Take a Business Idea Forward Profitably: A Discussion, Australian Chamber of Commerce in Hong Kong, Media and Marketing Committee Perspectives on Pricing: Capturing the 1 Percent, AMI Pricing for Survival Seminar "Can CRM work in emerging markets", speech to ESOMAR CRM conference Leveraging Customer Insight and Technology to Improve Customer Loyalty, Siebel Customer Conference