destinationCRM 2006
Best Practices for Effective Sales, Marketing, and Customer Service
September 17-19, 2006
Monterey Conference Center • Monterey, CA
Final Program
destinationCRM 2006 - Monday, September 18
Registration & Continental Breakfast
8:00 a.m - 9:00 a.m
WELCOME & KEYNOTE • State of the CRM Union
9:00 a.m - 10:00 a.m
Mr. Barton J Goldenberg, President - ISM, Inc.

CRM provides sales, customer service, and marketing tools and techniques to support an organization’s business strategy. The growth and transformation of the CRM industry since its inception in the early 1980s has been staggering and has expanded to include customer service, marketing automation, business analytics, and most recently, e-customer applications. Now, the CRM industry has entered an impressive growth phase driven by strong CRM strategic linkages, a powerful CRM value proposition, industry consolidations, new and impressive CRM software suites, new hosted alternatives, increased vertical market focus, best-in-class business processes, and real-time CRM technologies. Hear how these developments are shaping CRM best practices and how to harness these enhancements to ensure your organization’s future success.

Profiling 2006 Best Sales Practices
10:00 a.m - 10:45 a.m
Jim Dickie, Research Fellow, MHI Global - CSO Insights

CSO Insights recently completed its 12th annual sales performance optimization study during which it surveyed 1,275 companies worldwide about the sales challenges organizations are currently facing, and how they are leveraging people, process, and knowledge to address these issues. Jim Dickie will share the key findings of this project, and use case studies to illustrate how firms are increasing revenues per sales person by 51 percent, improving lead generation rates by over 210 percent, reducing new sales person ramp-up time by 37 percent, shortening sell cycle lengths by 22 percent, and more.

Coffee Break in the CRM Showcase
10:45 a.m - 11:15 a.m
Experience to Power Great Customer Service
11:15 a.m - 12:00 p.m
Mr Lior Arussy, President - Strativity Group and author author of the book Customer Experience Strategy (2010)

In an era when products quickly become commodities, companies depend on the customer experience to differentiate themselves and command loyalty. A customer service operation designed to wow customers is different than one that just achieves parity. In this session, hear how to create a service organization that raises the bar and reaches excellence, one interaction at a time. You will: 1) learn how to hire and nurture passionate employees; 2) develop education programs that drive caring, sincerity, and ownership; 3) create incentive programs that lead to impact and results; and 4) leverage the economics of relationships to measure what matters. Using stories and examples from leading companies around the world, Lior Arussy will inspire you to redesign your service organization to experience excellence. 

Attendee Luncheon
12:00 p.m - 1:00 p.m
The Future of CRM Technology, Panel 1
1:00 p.m - 1:45 p.m

What are the strategic visions of leading technology solution providers and why does it matter to you? What do you need to know to plan your company’s customer-facing strategy as you move forward? You are invited to actively join in this discussion with the industry’s leading CRM solution vendors, so be sure to bring your questions.

What You’ll Need to Do Differently in the Future: Marketing Best Practices
1:45 p.m - 2:30 p.m
Frederick Newell, CEO, Seklemian/Newell, Inc.

Why is CRM suddenly so important for companies? It’s because your customer has changed and now has more power than ever before. Everyone is competing for customers’ mind-share today. New technologies give power to your customers and allow them to take greater control of their purchasing experience than ever before. You no longer drive communication with customers; it is the customer who wields the power. In this session, you will learn about the new measure of customer engagement, how to turn your call center from a cost center into a competitive advantage, how the skillful and artistic implementation of CRM tools will let marketers successfully manage individual relationships, and how to perform a gap analysis to ensure there are no holes in your CRM marketing efforts.

Coffee Break in the CRM Showcase
2:30 p.m - 3:00 p.m
Technology Trends: Getting Ready for the “Always-On, Always-Connected” Business Model
3:00 p.m - 3:45 p.m
Tim Bajarin, President - Creative Strategies

Imagine looking at information about a customer’s account status, sales, service records, inventory, and financials and being confident that the information is always current and up-to-date. This scenario will become the norm since the future of CRM will be driven by the integration of technology that helps deliver data in real time so that decisions can be made more accurately. Tim Bajarin will discuss CRM technology trends and show how they will change the way people gather, send, and share information within a company, creating an environment that will drive the next generation of CRM solutions, deliver more satisfied and loyal customers, and impact future best practices.

25 Great Ideas in 50 Minutes
4:00 p.m - 5:00 p.m
MODERATOR: Jimmy Bartlett, Regional Sales Director - McGraw-Hill Higher Education

This special session will feature speakers, sponsors, and attendees offering rapid-fire ideas about best practices in sales, marketing, and customer service. Jimmy Bartlett, who helped create and implement his company’s best-in-class CRM solution for over a decade, will facilitate this lively session, which promises to fill your heads with enough ideas to keep them spinning overnight.

Market Leader Reception & Awards Dinner
6:30 p.m - 10:00 p.m

Join the leaders of the CRM industry and the editors of CRM magazine for a very special evening honoring the 2006 Market Leader award winners. A reception, followed by dinner and the awards ceremony, will make this a night to remember. All conference attendees are invited to this distinctive event that marks a shining future for the CRM industry by recognizing the best and the brightest companies, customers, and individuals in the business.

Gold Sponsors
Silver Sponsors

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