Stefan Schwarz

Dr. Stefan Schwarz joined 1&1 Internet AG in April 2007 as Vice President Customer Management. He is tasked to lead 1&1's continuous transformation towards a truly customer focused company and therefore overlooks departments like CRM, Market & Customer Research, Quality Assurance, Business Intelligence/Data Warehousing and Product Controlling.

In his previous position at Vodafone's headquarter in Newbury, UK Dr. Stefan Schwarz was responsible for Vodafone's Global Customer Relationship Strategy and Management. He focused on customer loyalty and retention topics.

Multinational projects in his area dealt with topics such as multi-market loyalty programmes, rewards and recognition schemes, lifetime value based customer management, campaign- and churn-propensity-management as well as membership card programmes.

Vodafone is the world's leading mobile telecommunications group with operations in 27 countries across 5 continents with more than 200 million proportionate customers worldwide as well as 33 partner networks.
Before joining Vodafone Group Services in his function as the Director Information Services Stefan was responsible for the strategic development of Lycos Europe's user centric business such as analytical Customer Relationship Management, Customer Operations, Research & Reporting, and Direct Marketing. As a key success factor for his research and reporting activities Stefan established a Competence Centre for Research & Reporting in Gütersloh, Germany, which quickly became the single point of user related information within Lycos Europe.

During Stefan's time at Lycos Europe the internet portal served an active customer base of up to 40 million registered customers, delivered up to 3 billion web-pages per month in 12 European countries.

Working for the Data Warehouse Competence Centre in ST. Gallen, Switzerland Stefan consulted various Blue Chip companies from the insurance and telecommunication business within their (analytical) Customer Relationship Management and Data Warehousing projects.

Stefan wrote his Ph.D. thesis during his time at the Sloan Management School at the Massachusetts Institute of Technology (MIT) in Cambridge/Boston, USA which he joined as a visiting scholar.
Topics:

Loyalty and Customer Retention:
- What makes a customer loyal/bonded What are the trends
- What makes a profitable (multinational) loyalty programme
- How to reward customers effectively
- How to predict and deal with customers that will churn

Customer Relationship Management:
- What you can learn from your customers behaviour
- Getting to know your important customers (in mass markets)
- Managing your company based on Customer Lifetime Value
- Relationship management