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3rd NordicMarketingConferencein Helsinki13 - 15June 2005

Summarising the Results of the 3rd Nordic Marketing Conference on Statistical Products and Services

Petteri Baer

Helsinki 13-15th of June 2005

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Our Conference has produced tangible and non-tangible results... 7 Country presentations 3 Main presentations and 5 other presentations in the plenary

sessions 10 Workshop introductions and reports

plus 15 prepared presentations and numerous other presentations in the Workshops

Altogether 35 documented materials + discussions, discussions...

4 happy hours learning to know each other better and also small parts of Finnish history by visiting Suomenlinna Fortress and cruising in the Helsinki archipelago

One discussion group established

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Findings in the discussions of the Conference (1)

The importance of understanding the work of Central Statistical Offices (CSOs) as processes

Dissemination, marketing, building customer relations and the service ability is [or should be] considered as a core strategic process of the CSOs

The importance of systematic approach to building customer relations

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Findings in the discussions of the Conference (2)

Important prerequisites for good results in the work with customers and in achieving strategic goals of CSOs are

Building a system of Customer relationship management (CRM) Obtaining / efficient use of CRM software

The importance of organisational culture and organisational forms were strongly discussed

The development of the strategic concepts into a more customer oriented direction should be reflected in the organisational structures of our CSOs

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Findings in the discussions of the Conference (3)

Taking responsibility for the complexity of new challenges The importance of databases for developing our customer

oriented work and the service ability needed for that The importance of good and customer friendly web sites A discussion group on web site created - Moderator: Lotte

Buchbjerg Petersen, Statistics Denmark New solutions for “old” questions - learning new things

about the use of microdata for research purposes Exchange of ideas and experience on customer surveys,

pricing and many other things

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The web site as a good source of information

Most of the materials of our Conference can be found on the Conference web site, www.stat.fi/nmc2005

Do make use of it yourself in your future work Please recommend to bookmark it also for your colleagues at home! Photographs taken during the Conference

Documentation of the previous Conferences? Links to the International Marketing and Online Databases

Conference tradition: Wellington 1994, Kirkebaerklaustur 1996, Mont Tremblant 2001, Annapolis 2002, Bath 2003, Oslo 2004, The Hague 2005

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Finalising the results of the 3rd Nordic Marketing Conference on Statistical Products and Services

Please write down two deadlines Tuesday, the 21st of June

Deadline for finalisation of the our Workshop Reports Send comments to petteri.baer@stat.fi

Tuesday, the 9th of August Deadline for development proposals to the Nordic Contact Group on

Marketing questions From the participants of this Conference Comments are also invited from the readers of the Conference web

site www.stat.fi/nmc2005 Send your comments to the members of the Nordic Contact Group

on Marketing questions, addresses, see web site!

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What’s next?

The Nordic Group for Marketing Questions will have its next meeting in Stockholm on the 12th of August 2005

Summing up the results of this Conference Deliver recommendations of action to the Assembly of the Director

Generals of the Nordic CSOs in September 2005 Plan and make suggestions for topics of future co-operation for

developing the know-how and skills in building customer relations and marketing in the Nordic CSOs

Discuss the perspectives of developing the co-operation with our Baltic colleagues

International Marketing and Online Databases Conference (IMAODBC) in The Hague, September 5-9th 2005

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Wise Words ofDr. Samuel Johnson (1709-1784)

§“ Knowledge is of two kinds. We know asubject ourselves, or we know where wecan find information upon it.“

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So - We come to the final conclusions...

We should look upon our interactions with customers as a learning process

We should develop big ears and an open mind and …listen … listen … and listen again

We should learn from each other and maybe meet more often

We should make use of existing scientific basis for our work The Nordic School of Relationship Marketing

Christian Grönroos, Ewert Gummesson and others From 4 P:s to 30 R:s