eurochambres academy international trade forum 2005 information & advisory services remco de...
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Eurochambres AcademyInternational Trade Forum 2005
“Information & Advisory Services”
Remco de BruijnInternational Trade ConsultantUtrecht Chamber of Commerce & Industry, the Netherlands
© Utrecht Chamber of Commerce and Industry
Purpose of the seminar
• Discuss current & future trends
• Identify key opportunities
• Discuss methods to set up new tools
• Share best practices & learn from each other
© Utrecht Chamber of Commerce and Industry
Contents
• Introduction• Trends in the international environment• Level of importance & trends in information & advisory
services• Keeping track of your customer • Distributing your services• Setting up products & services: case study
Uniform Product and Service Package (UMPSP)Product development and decision making
• New & future advisory services
© Utrecht Chamber of Commerce and Industry
Trends in the international environment
Trends that affect our information & advisory services package:
• Accelerated shift from goods to service economies
• Use of internet & internet technologies
• Outsourcing & offshoring
• Focus on emerging markets (especially BRIC)
© Utrecht Chamber of Commerce and Industry
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TradeEnquiryService
TenderEnquiryService
Collect &classify info
on i/eregulations
Guidelineson i/e
procedures
Manualcovering
proceduralaspects of
export
Database ofinfo on
regulationsin important
foreignmarkets
ResourceLibrary
(GeneralTrade
Information)
TradeSpecificwebsite
Level of importance info services
© Utrecht Chamber of Commerce and Industry
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TradeEnquiryService
TenderEnquiryService
Collect &classify info
on i/eregulations
Guidelineson i/e
procedures
Manualcovering
proceduralaspects of
export
Database ofinfo on
regulationsin important
foreignmarkets
ResourceLibrary
(GeneralTrade
Information)
TradeSpecificwebsite
Trends in info services
© Utrecht Chamber of Commerce and Industry
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f Im
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Advice howto find & use
gov.programmes
Referbusinessesto market
reasearch &trade leads
Conductmarket
research forcompanies
Provide anExport
Strategyservice forcompanies
Adviceexportersabout i/e
procedures
O rganiseworkshops &seminars on
exportprocedures
Train-the-trainers in
i/eprocedures
Advice onrisk
Level of importance advisory services
© Utrecht Chamber of Commerce and Industry
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Tre
nd
Str
engt
h
Advice howto find & use
gov.programmes
Referbusinessesto market
reasearch &trade leads
Conductmarket
research forcompanies
Provide anExport
Strategyservice forcompanies
Adviceexportersabout i/e
procedures
O rganiseworkshops &seminars on
exportprocedures
Train-the-trainers in
i/e procedures
Advice onrisk
Trends in advisory services
© Utrecht Chamber of Commerce and Industry
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0,5
1
1,5
2
2,5
Lev
el o
f Im
por
tan
ce
Advice ondoing
business inemergingmarkets
Assessingcompany
exportreadiness
Auditingcompany's
existingexportefforts
Advice onintellectual
propertyrights
Advice onoutsourcing
overseas
Foreignlanguage
audits
Foreignlanguagetraining
Services forimporters
Level of importance advisory services (2)
© Utrecht Chamber of Commerce and Industry
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Tre
nd
Str
engt
h
Advice ondoing
business inemergingmarkets
Assessingcompany
exportreadiness
Auditingcompany's
existingexportefforts
Advice onintellectual
propertyrights
Advice onoutsourcing
overseas
Foreignlanguage
audits
Foreignlanguagetraining
Services forimporters
Trends in advisory services (2)
© Utrecht Chamber of Commerce and Industry
Keeping track of your customers’ needs
• Customer Relationship Management
• Tracking internet behaviour
• Surveys (questionnaires etc.)
• Evaluations after seminars, consults etc.
• Following trade trends
© Utrecht Chamber of Commerce and Industry
Distributing your services
Channels:
• Website• Brochures & books• Office (workshops, consults, service desks)• Call centre• E-mail, chat & video conferencing• CCI Mobile (mobile, sms, pda)• Others
© Utrecht Chamber of Commerce and Industry
Setting up products & services: case study Dutch CCIs
Uniform Minimum Product & Service Package
Goals UMPSP (why & what):
• Customer satisfaction
• Quality
• Efficiency by economies of scale
• Synergy between Chambers
© Utrecht Chamber of Commerce and Industry
Setting up products & services: case study Dutch CCIs
UMPSP: Products & services of the Chambers are based on the lifecycle/crossroads of a company:• Start
• Growth
• Import / Export
• Hand-over / take-over
• Law & rules (legal)
© Utrecht Chamber of Commerce and Industry
Setting up products & services: case study Dutch CCIs
Each crossroads has an identical sub classification structure:• Fiscal• Finance & administration• Marketing• Management & organisation• Legal• Insuranceand a sub-sub classification on detailed level
© Utrecht Chamber of Commerce and Industry
Setting up products & services: case study Dutch CCIs
The UMPSP comprehends 7 product/service categories:
• General information (Gi)• Individual consultancy (Ci)• Information products (I)• Training (T)• Reference material (Rm)• Long term consultancy & support (LT)• Website links (E)
© Utrecht Chamber of Commerce and Industry
Setting up products & services: case study
Client
question
START
IMPORT /
EXPORT
HAND-OVER /
TAKE-OVER
GROWTH
LAW & RULES
T
Ci
LT
I
Rm
Gi
Gi
Rm
Ci
LT T
I
Gi Rm
I
TLT
Ci
I
TLT
Ci
RmGi
TLT
RmGi
CiI
- UMPSP model -
E
E
EE
E
© Utrecht Chamber of Commerce and Industry
Setting up products & services: case study Dutch CCIs
Product development & decision making:
• Meeting of Managing Directors
• Committee Information & Advice• Product teams
• International trade consultants of CCIs
© Utrecht Chamber of Commerce and Industry
Future of Dutch CCIs
Future of information & advisory services:
• Information supplier to information network (director)
Focus: network & digitalisation
© Utrecht Chamber of Commerce and Industry
New products & services
New products & services that have been introduced by European CCIs in the past two years:
• Information about EU legislation through EURO-info Centre of the Chamber (Croatian Chamber of Economy)
• Consultancy services www.gertu.com (Gipuzkoa CC)
• Part time export managers programme (Cantabria CCI)
• Information reports service (Cantabria CCI)
© Utrecht Chamber of Commerce and Industry
New products & services: best practise
International trade day 2005
• 14 locations
• 3.322 registered visitors
• 270 exhibitors (network partners)
• 21.870 additional pageviews on www.kvk.nl
• Commercials on national & regional radio & TV
© Utrecht Chamber of Commerce and Industry
Future products & services
• Seminar how to establish trade with different countries (Croatian Chamber of Economy)
• Seminars export of IT services, doing business in emerging markets, Outsourcing scan, exportplan assignments by Exportmanagement students (Utrecht CCI)
© Utrecht Chamber of Commerce and Industry
Product development game
Try to invent a new product/service in the field of information & advisory services (in groups). Present your service by answering the following questions:
• What is it?
• Who is it for? (target group)
• Why will this service be successful?
© Utrecht Chamber of Commerce and Industry
Questions?
© Utrecht Chamber of Commerce and Industry
Thank you very much for your attention!
Remco de Bruijn
International Trade Consultant
Utrecht CCI
The Netherlands