Course Leader

Dr. Paul Leow, DBA, P.CRM

Passionate in transferring knowledge and customer care.

Founding member of AARM (Association for the Advancement of Relationship Marketing) Canada (1996), based in Toronto Canada. Educated in Singapore, USA, Philippines, Australia and UK. Worked in Singapore, Kaohsiung, Auckland, Bangkok, Gold Coast Australia, Hongkong, New York City, Seoul, Vancouver, Kuala Lumpur and Jakarta. Volunteer at times in Mid East. 

He delivers consulting, training & teaching in areas like – Customer Relationship Management, Lifetime Value, Integrated Marketing Communication, big data, predictive marketing, customer service, leadership and even set-up a skilled based vocational institute. Delivered Digital CX training in Saudi Telecom, Riyadh and an Astra Company in Jakarta.

Professional Experiences

  • Faculty Head, AARM Canada PCRM certification program. Locations – Mid-East, Indonesia, India & Malaysia., 2001 to present
  • Adjunct Faculty at ELM Graduate School, HELP University Malaysia. Covering areas are –
    MBA and Master in Entrepreneurship programs. Subjects taught – Marketing, Strategic Management, Integrated Marketing Communication and Leadership
    Myanmar Campus, HELP MBA. Subject taught – Integrated Marketing Communication
    Mobility Program – Visiting students from Kyunghee & Kookmin Universities. Subjects – Marketing and Leadership
    Malaysia SME’s CEO training program. Subject – Leadership
  • 2008 to 2015, part-time assignment. Taught subjects & locations:
    MBA, subject CRM – Chang Gung University, Taipei Taiwan
    MBA, subject Strategic Management – National Cheng Kung University, Tainan Taiwan
    Summer semester Undergraduate from Economic dept, subject Marketing – Tsinghua University Beijing China (
    Undergraduate, subject Marketing & CRM – University of Surabaya Indonesia
    MBA, subjects Marketing, Cross Cultural & Entrepreneurship – Paris Graduate School of Management (Malaysia campus)
  • 2005 to 2007, Linton Global College, Hannam University, Daejeon, South Korea. Subject Marketing.
  • 2000 to 2005, while in Canada. Contract teaching (subject Marketing) at:
    Cape Breton University, Nova Scotia
    New York Institute of Technology (NYIT), Vancouver Campus
    Western Town College, Vancouver
  • 1997 to 2000, part-time lecturer/tutor at Nanyang Technological University (NTU) Singapore. Subject – Integrated Marketing Communication.

Andie Ahmad, P.CRM

More than 18 years professional experiences in the CRM, CX, Branding and Marketing Communications with the most wanted companies in the airlines’ industry, retail, digital media, advertising and financial business industry, both as an agency consultant and client.


Professional Experiences

  • CRM and Digital Marketing Senior Manager of PT Citilink Indonesia, 2015 – 2018
  • Brand, Marketing and Communications Manager of Citilink Indonesia, 2013 – Aug 2015
  • Marketing & Branding Asst. Manager of Ernst & Young,
  • Senior Art Director of Benang Merah – Jakarta Media Centralindo, 2005 – Feb 200
  • Media Communications Assistant Manager of Alatief Corporation – Retail, 2002 – Jun 2005
  • bpm’online Global Tour 2017, Boston – Accelerate Time To Strategy Execution
  • CCXP, Certified Customer Experience Professional preparation 2018 – London
  • Adobe Summit 2018, Las Vegas – Experience maker, How DMPs enable marketers to create unified customer profiles across channels and devices
  • CRM certification 2017- P.CRM – Professional CRM, AARM International Canada
  • Training Social CRM and Service Design 2017, Zanerva Kuala Lumpur
  • Trainer CRM Value Chain at telecommunication industry
  • Speaker at bpm’online Global Tour 2017-Accelerate Time To Strategy Execution Jakarta
  • Speaker at Social CRM Implementation sharing session on automotive company

Scott Hornstein

International author, lecturer and consultant, Scott Hornstein has worked with clients in all phases of marketing strategy, research and implementation to maximize customer satisfaction, retention and lifetime value.

“My passion is to create a greater and deeper understanding of the humanity of our customers and prospects, how they navigate the turbulent waters where life and job intersect. The marketing and sales process them becomes a compelling competitive differentiator, throwing oil on these waters, and resulting in a clarity of purpose that results in a greater quality and quantity of leads, happier customers that stay longer and buy more.”

Concentrations are in:

  • Technology
  • Manufacturing
  • Financial Services
  • Hospitality
  • Learning

Clients include: Microsoft, IBM, HP, AT&T, Merrill Lynch, Siemens. Applied BIosystems, Viryd Technologies, The Peelle Company. AmerInst Professional Services, Gilsbar Specialty Insurance, Pacificare. The Phoencian, Orient Express Hotels, Caesars Pocono Resorts. The ANA, Franklin Covey, Direct Marketing Association.

His articles and interviews have appeared in Brandweek, Adweek, AMA Executive Crcle bloig, Sales & Marketing Management, CRM, Catalog Age, BtoB, DMA Insider, The Toronto Star and more. Scott’s most recent book is, Opt-In Marketing. He has contributed to Integrated Direct Marketing: The Cutting Edge Strategy and Integrated Direct Marketing: Techniques and Strategies for Success. He has lectured for the ANA, AMA, DMA, NYU, Fordham, Mercy, Pace, and Connecticut State Universities.

Indar Wiguna S.Kom

Project Manager, Solution Architect & Quality Assurance

Professional Experiences

  • Project Manager & Solution Architect, bpm’online Studio Implementation, PT Karya Dua Anyam, 2018
  • Training Leader, bpm’online Studio In-house Workshop, PT Sucofindo, 2018
  • Training Leader, bpm’online Studio In-house Workshop, PT Cogindo DayaBersama, 2018
  • Training Leader, bpm’online CRM In-house Workshop, PT Pratesis, 2018
  • Technology Trainer, Social CRM (Customer Relationship Management) Workshop, PT Serasi Autoraya, 2018
  • Quality Assurance, Enhancement on bpm’online CRM, PT Rantai Laut, 2018.
  • Quality Assurance, Enhancement on bpm’online Marketing Module, PT Citilink Indonesia, 2018
  • Project Manager, bpm’online CRM Implementation – Project Management Process System, PT Cogindo DayaBersama, 2018.
  • Quality Assurance, bpm’online CRM Implementation – Sales Order and Credit Process System, PT Hino Finance Indonesia, 2018
  • Solution Architect, bpm’online CRM Implementation – Sales on Board, PT Citilink Indonesia, 2017
  • Solution Architect, bpm’online Implementation – Contract Management, PT Wijaya Karya (persero) Tbk, 2017
  • Quality Assurance, bpm’online CRM Implementation – Marketing Automation, PT Citilink Indonesia, 2017
  • Solution Architect, bpm’online CRM Implementation – Sales Automation, GWU/B-World (Philippines), 2017
  • Quality Assurance, bpm’online CRM – Call Center CTI Integration, PT Citilink Indonesia, 2017
  • Solution Architect, bpm’online CRM – Service Automation, PT Citilink Indonesia, 2016.
  • Solution Architect, bpm’online CRM Sales Automation, PT Wijaya Karya (persero) Tbk, 2016
  • Solution Architect, Bpm’online CRM Sales Automation, PT Rantai Laut, 2016
  • System Analyst, bpm’online CRM & Implementation – Sales Automation, Vanaya Institute, 2015
  • System Analyst, bpm’online CRM Module & Implementation Services, CRMS Indonesia, 2014-2015
  • Developer, Sistem Informasi ZIS, PUSDAI – Jabar, 2014
  • Developer, Pengembangan website, Dinas Komunikasi dan Informasi (Diskominfo) Jawa Barat, 2014
  • Developer, Sistem Informasi Management Keuangan, PT Industri Telekomunikasi Indonesia, 2014

Aina Neva Fiati, SE, CCP, P.CRM

Managing Director of iSystem Asia/PT Inter Sistem Asia, Management & IT consulting company, specializing in CRM & Business Process Management.

More than 20 years professional experiences in the IT, CRM, sales & marketing and business development from the ground up-starting with the very start-up phases all the way to the managerial phases. Various industries background, include: IT, manufacture, telecommunication, financial services.


Professional Experiences

  • Managing Director of iSystem Asia/PT Inter Sistem Asia, Management & IT consulting company, specializing in CRM & Business Process Management, 2012 – present.
  • The founder of, an online resources and community in CRM, Dec 2007 – present.
  • President, AARM Global – Association of Advance Relationship Marketing, Singapore, 2016.
  • Executive Director, AARM Indonesia Chapter – Association of Advance Relationship Marketing, based in Canada, 2013 – 2017.
  • Wide exposures in some CRM apps: bpm’online CRM, Nimble Social CRM, Oracle Siebel CRM, Ciboodle Sword CRM since 2006.
  • CRM Project Implementations in government owned company, public services, financial services, trading, airlines, consulting & educations, construction, etc, 2012 – present./li>
  • CRM Trainer & Consultant in automotive, telecommunication, oil and gas, airlines, government owned companies, government agencies, etc, 2012 – present.
  • Speaker in bpm’online Global Tour, Boston, USA, 2017.
  • Speaking contribution in CRM related topics in universities, central bank, etc, 2012 – present.
  • VP Sales & Marketing in an IT CRM Company, 2008 – 2010
  • VP CRM & Corporate Strategy in a CRM Company, 2010
  • VP Corporate & Marketing Communication within a group of 9 companies, 2010 – 2012.
  • SEA Business Development Manager, Graham Technology, a CRM company based in Scotland, UK, 2006 – 2008.
  • Management position in several leading IT and Management Consulting firms, 1999 – 2006.
  • Author eBook “Maintaining Customer Relation and Why Is It Important?”
  • One of contributors in 30 advices from 30 greatest professionals in CRM and Customer Service in the world. Book is available in Amazon.
  • Co-author eBook with “Powerful Customer Relationship Management for Small Business”.


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