Every time a CI professional responds to a request, there are “negotiations” between the CI professional and the customer, external or internal, to define the work to be done; while balancing customer needs versus what the CI professional can deliver using the time and resources available. This very successful interactive session from the SCIP European Summit in Vienna last year will provide CI professionals with tools to manage the inevitable push-back from customers and ensure success going forward. Using a case based on real examples, and his firm’s 30 years of experience, David will lead an interactive discussion on proven tools and techniques for managing customer push-back.

Notable learning points will include:

• Strategies for managing customer push back
• Tools to manage the CI professional/customer dialogue
• Proven techniques for dealing with difficult situations.

As ever, there will be the opportunity for light refreshment and to engage with peers and practitioners warmly.

Presenter

David Gibson, MBA, CMC is a Senior Vice President of Kaiser Associates, Inc.; managing competitive research engagements for clients in Canada, U.S. South America and Europe. David is a highly acknowledged SCIP member, not only as the SCIP Toronto Chapter Coordinator but also SCIP Fellow and conference speaker in Washington, D.C, Buffalo, Vienna, Cincinnati, Anaheim, Amsterdam, Calgary, Boston, Chicago, Orlando, New York, Toronto, Barcelona and Sao Paulo. David also presents public programs on competitive research and analysis at the Schulich School of Business, Canada’s largest and highest-ranked Business School. David is also a passionate sports fan, especially ice hockey.