Managing Customer Deductions - Take Control of Deductions
Seattle Courtyard by Marriott, Downtown Seattle, WA
September 17, 2008
Hotel Reservation Page (CRF code already entered on page)
The Credit
Research Foundation is pleased to present this cant miss workshop on
deduction management strategies and best practices in association with well
known deductions experts, Jessica Butler of Attain Consulting Group and Ken Green of IAB Solutions. This
interactive workshop will provide attendees with practical tips and advice in
the following areas:
The Credit
Research Foundation in collaboration with Jessica Butler of Attain Consulting
Group is pleased to offer this one-day workshop on Managing Customer Deduction
to help companies Increase Profitability by Reducing & Controlling Deductions.
This
interactive program is designed to provide attendees with tips, strategies,
insights and best practices in many areas of deduction management so that they
can raise the level of deduction management within their company, and improve
trading partner relationships. Incorporating case studies, practical advice,
role play and group exercises, Jessica Butler will share her proven deduction
management solutions and provide attendees with a Roadmap to Recovery.
The following
provides a brief overview of the deduction topics which will be addressed during
the workshop. To provide individual attendees with as much value as possible,
there will be numerous opportunities during the workshop for attendees to
discuss specific deduction issues and challenges facing their organization.
Deduction
Basics
§
The
difference between chargebacks & deductions
§
Different
types of deductions
§
Overview of
the deduction process
§
Best practice
snapshots
§
Keys to
deduction management success
Negotiation Tips & Strategies
§
Negotiation
as joint problem solving
§
Negotiation
checklists
§
Nonverbal
communication
§
Words to use
and words to avoid
§
Open & closed
ended questions
§
What to do
when people say no
Attendee
Role-Playing to practice negotiation strategies
Successful
Customer Settlement Strategies
§
Different
types of settlements
§
The 7 steps
to successful settlements
§
Tips &
strategies for each step in the settlement process
§
Relevant case
studies
Building
Effective Cross Functional Teams
§
Group survey
regarding cross-functional teams
§
Structuring
cross-functional teams to manage deductions
§
Common
challenges in cross-functional success
§
4 critical
components of successful cross-functional teams
§
Template to
use for your teams
Measuring
Performance
& Managing Vendor Scorecards
§
Balanced
scorecard approach to measuring deduction performance
§
Review of
numerous deduction report formats
§
Managing
multiple vendor scorecards
§
Creating a
scorecard snapshot
Deduction
Benchmarks Results of the 2006 CRF Customer Deduction Survey
§
Summary of
responding companies over 420 companies across 29 different industries
§
Effect of
Sarbanes-Oxley on deductions
§
Deduction
metrics
§
Deduction
processes
§
Deduction
policies
§
Actions taken
by companies to prevent/recover deductions
§
Managing post
audit claims
Jessica
Butler, Principal, Attain Consulting Group
Jessica
Butler is the founder of Attain Consulting Group, a deduction and chargeback
management advisory firm. Creating Attain in 2004 after discovering her passion
and talent for helping companies reduce chargebacks & deductions, Attain
provides practical, experience-based solutions to companies looking to minimize
dilution due to compliance violations and at the same time, work towards
improving trading partner relationships. Helping companies Take Control of
Deductions, Attain Consulting Group offers a wide variety of services
covering all areas of the deduction management process.
Jessica
recently started providing online deduction education through Attain Academy, an innovative web-based learning tool providing companies with the knowledge and training they need to take control of deductions. Known throughout the industry as a expert and thought leader in the area of deduction management as well as negotiation, Jessica is frequently published and is a highly sought after speaker at conferences and seminars
A former
partner with the International Accounting & Management Advisory firm of Grant Thornton, LLP, Jessica has over 22 years of consulting experience and has dedicated most of the past decade focusing exclusively in the area of deduction and chargeback management. Jessica is a CPA and received her MBA from New York University.
Jessica can be reached at (201) 280-4773 or
jbutler@attainconsultinggroup.com.
Kenneth E. Green, President, IAB Solutions LLC
Kenneth E. Green has been President of IAB Solutions LLC for the past fifteen years. Previous to this, he gained extensive experience in sales promotion, vendor relations, merchandising and all aspects of finance and control both for small and large national retailer chains and manufacturers. He has presented at many national, state and local credit and customer financial service organizations specifically on the subject of accounts receivable outsourcing, deduction resolution best practices, and chargeback recovery. He has been named as one of the fifty most influential people in the credit industry by Credit Today.
His educational background includes an undergraduate degree from the University of Pennsylvania and a Masters in Business Administration from Columbia University, with additional graduate credits from Hofstra University. He plays an active role in local and national credit and customer financial service organizations, as well as with local community organizations. Ken is located at IAB's corporate offices in Clarks Summit, Pennsylvania.
Ken can be reached at (570) 585-5202 or
kgreen@iabinc.com.
Take Control of Deductions