1. Eurochambres Academy International Trade Forum 2005 Information & Advisory Services Remco de Bruijn International Trade Consultant Utrecht Chamber of Commerce & Industry, the Netherlands

2. © 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

3. © 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

4. © 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)

5. © Utrecht Chamber of Commerce and Industry Level of importance info services

6. © Utrecht Chamber of Commerce and Industry Trends in info services

7. © Utrecht Chamber of Commerce and Industry Level of importance advisory services

8. © Utrecht Chamber of Commerce and Industry Trends in advisory services

9. © Utrecht Chamber of Commerce and Industry Level of importance advisory services (2)

10. © Utrecht Chamber of Commerce and Industry Trends in advisory services (2)

11. © 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

12. © 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

13. © 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

14. © 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)

15. © 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 Insurance and a sub-sub classification on detailed level

16. © 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)

17. © 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 Rm Ci LT T I GiRm I T LT Ci I T LT Ci RmGi TLT RmGi Ci I - UMPSP model - E E E E E

18. © 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

19. © Utrecht Chamber of Commerce and Industry Future of Dutch CCIs Future of information & advisory services: Information supplier to information network (director) Focus: network & digitalisation

20. © 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)www.gertu.com Part time export managers programme (Cantabria CCI) Information reports service (Cantabria CCI)

21. © 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

22. © 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)

23. © 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?

24. © Utrecht Chamber of Commerce and Industry Questions?

25. © Utrecht Chamber of Commerce and Industry Thank you very much for your attention! Remco de Bruijn International Trade Consultant Utrecht CCI The Netherlands i&v@utrecht.kvk.nl