Jerome Hainz is the eBusiness manager at UBM Asia, one of the largest events organizers in Asia. He discusses the business dynamics within the events industry and how customer relationship pays a key role in ensuring future business through customer satisfaction. He shares the challenges UBM faced in the introduction of a customer relationship management (CRM) solution within the company. Eddy Chan, product marketing manager for the Dynamics suite at Microsoft Hong Kong supplements the discussion with insight into how companies in Hong Kong are dealing with the issue of complex CRM solution implementations.