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CRM Evolution 2015 Final Program

Join us at the Marriott Marquis as we continue to explore the many ways CRM can improve the way you do business.

Wednesday, August 19, 2015
Sunrise Discussions
8:00 a.m. - 8:45 a.m.
MODERATOR: Paul Greenberg, Managing Principal - The 56 Group, LLC & Author, CRM at the Speed of Light
Ahmed Bouzid, Co-founder & President - The Ubiquitous Voice Society
Charlie Isaacs, CTO for The Internet of Things - salesforce
Ian Jacobs, Globally - Forrester Research
Martin Schneider, Head Evangelist - SugarCRM

The Internet of Things, a world of interconnected applications and devices that allows us to increase our productivity, is maybe the hottest topic in the world of business. But is it truly valuable or just hype? What exactly is it? Are there any benefits? What will the world look like when we have a fully connected network? The panel, recognized experts in cutting edge technologies, will fill you in on what you can expect and how you can benefit.

8:00 a.m. - 8:45 a.m.
MODERATOR: Mike Fraietta, Senior Social Business Strategist - Social Edge Consulting
Dave Roman, Group Manager, Social Customer Support and Services - HP
Lauren Vargas, Director of Social Media and Community Strategy, Enterprise Marketing - Aetna
Alan Berkson, Director of Community Outreach - Freshdesk

There is no longer any doubt about the need for communities in business. The only issue is what needs to be done to get those communities set up to have optimal interactions going on between customers and between the company and customer. What kinds of communities exist? What does each one do? How do you derive benefits from the interactions? What does the future look like? This distinguished panel of industry leaders answers these questions and more.

8:00 a.m. - 8:45 a.m.
Paul Harney, Independent Sales Process Consultant

Customers are more knowledgeable and demanding than ever. Studies show that sourcing organizations have 60% of the information they need to make a decision before the first sales call. Customers are equipped to negotiate, driving down pricing and demanding increased service levels. For vendors, this means less profitable deals. Learn to create a customized pricing and negotiation strategy for any major opportunity. This session discusses the importance of integrating pricing and negotiation into a single strategy, the differences between new business and renewals, the process of creating and implementing a targeted pricing and negotiation strategy, and successful real-world examples.

track A - Customer Engagement
9:45 a.m. - 9:45 a.m.
Denis Pombriant, Managing Principal - Beagle Research Group, LLC CRM Magazine Columnist
Tushar Makhija, VP of Business Development - Helpshift

Customer science is a new social science, like economics or sociology, that uses Big Data and analytics to help vendors get on the same page with customers. In this presentation, learn how customer science leverages the social concepts of structure and action to create moments of truth that build and maintain the vendor-customer relationship. Customer science changes customer experience from a noun “the customer experience” to a verb, “the customer’s experience in a moment of truth.” This knowledge will help you to build better relationships with your customers by getting into more moments of truth with them.

10:00 a.m. - 10:45 a.m.
MODERATOR: Paul Greenberg, Managing Principal - The 56 Group, LLC & Author, CRM at the Speed of Light
Michael Wu, Chief Scientist - Lithium Technologies LLC
Phil Venville, SVP, Research & Strategy - Thunderhead
David Hotchner, Vice President, Digital Commerce - Pitney Bowes

Customer engagement is top of mind for executives. It is arguably the most important strategic initiative for any company in any industry. It is the foundation for acquiring and retaining the newly empowered, increasingly demanding 21st-century customer. But, even with all the interest, corporate executives are hard-pressed to figure out what it is and what to do about it. This panel of vendors helps you define it and gives you an idea of the technologies that are available to support your now well-defined engagement efforts.

track B - Emerging Technology
9:00 a.m. - 9:45 a.m.
Brian Vellmure, Principal/Founder - Innovantage LLC

While many organizations try to improve upon their core CRM technologies, some progressive companies have leveraged emerging technologies to create entirely new models, effectively raising the standard in customer engagements. Come listen, learn, inquire, and be inspired by these leading customer-focused innovators.

10:00 a.m. - 10:45 a.m.
Kate Leggett, VP and Prinicpal Analyst - Forrester Research

New point solution vendors for CRM are popping up at an unprecedented rate and delivering modern interfaces and mobile-first strategies. Of course these vendors have a long way to go to prove their chops in an enterprise setting. Compounding this is the reality that most organizations made technology-purchasing decisions in silos, rarely sharing data, processes or measures of success—a trend accentuated by the rise of cloud-based CRM. We predict CRM will fragment to better support end-to-end business processes. This presentation highlights Forrester’s predictions on the CRM market’s evolution.

track C - Management Strategies
9:00 a.m. - 9:45 a.m.
Rebecca Lynn Wettemann, Vice President - Nucleus Research

Many companies today are exploring their second or third CRM initiative, or considering how to upgrade or improve their existing applications. Using real-case examples, we explore the challenges and best strategies for planning, budgeting for, and executing on a next-generation CRM deployment. Attendees walk away with a checklist for objectively evaluating their current CRM successes, identifying the best opportunities for improvement, and presenting a credible business case.

10:00 a.m. - 10:45 a.m.
Dennis G Robb, Project Manager: Sales and Operations - Ring's End N.A.C.E.

Explore the use of continual improvement process (CIP) to develop and implement a new CRM system. This session discusses its utilization in a 100-year-old company with an aging workforce. CIP challenges the status quo and asks, “Is there a better way?” Create a lean organization by driving out waste and leveraging employee expertise. By engaging employees, find new and practical uses for CRM.

Closing Keynote
10:45 a.m. - 11:30 a.m.
11:45 a.m. - 12:30 p.m.
MODERATOR: Christine Stoeffel, Founder/CEO, SEAT
Jason Lumsford, Red Sox CRM
Kenny Lauer, Chief Experience Officer - Rival Theory
Scott Loft, VP of Marketing - Oklahoma Thunder
Fiona Green, Director and Founder - WINNERS

Almost everyone attending this conference has teams that they live and die for. The level of passion is staggering. Yet, sports teams are businesses, and most of them are mid-sized companies. Because of their aura, most people have enterprise-sized expectations of what they want from sports teams, and the teams have a mid-sized budget to deliver. Find out what they do and how they deal with this from leading figures on the business side of sports.

Connect with CRM Evolution 2015

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Co-located with:
SpeechTEK
Customer Service Experience


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