destinationCRM 2008
Web 2.0's Impact on the Next Generation of CRM Tools & Techniques
August 18-20, 2008
Marriott Marquis • New York, NY
Final Program
destinationCRM 2008 - Preconference - Monday August 18, 2008
S1 – Executive CRM Boot Camp
9:30 a.m - 12:30 p.m
Mr. Barton J Goldenberg, President - ISM, Inc.
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This non-technical boot camp that hundreds have graduated from, targets the busy executive who needs to get pragmatic advice about today’s CRM and how to successfully apply CRM tools and techniques to their business.  This briefing will walk you through the CRM definition (a business approach that provides sales, customer service, marketing, e-business, and business analytical tools and techniques to support an organization’s business strategy), describe the current people/process/technology CRM components, dig into emerging trends like multi-channel CRM and the impact of the Digital Client, offer advice about how to formulate your CRM strategy, detail components of the CRM value proposition, reveal the 10 critical success factors for making CRM happen, and highlight leading CRM executive issues (e.g., obtaining and maintaining user interest; integrating people, process and technology; managing your software vendor/integration partners).  Taught by one of the CRM industry’s leading authorities, and chairman of this conference, this is one event you will not want to miss!

S2 – Innovate Your Customer Experience
9:30 a.m - 12:30 p.m
Mr Lior Arussy, President - Strativity Group and author author of the book Customer Experience Strategy (2010)

This session will provide a step by step approach to designing and implementing Customer Experience Strategies.  The customer experience is your strategy for growth.  While 70% of the respondents to Strativity’s annual global Customer experience study stated that customer strategies are more important then ever before, only 40% agreed that they deserve customer loyalty. Utilizing technologies, many companies efforts resulted with experiences that are nothing more than catching up with the competition.  These experiences appeal to utilitarian customers and fail to create customer loyalty and greater profitability. This session will explore the required transformation to shift from product centricity to customer centricity.  It will further discuss the principles of customer experience and how to design profitable experiences that differentiate.  Participants will discover:

  • The results of the 2008 customer experience management global study results – Why companies fail to connect with their customers
  • Memories, the essence of every experience
  • The principles of customer centricity 
  • Experience enhancers – how to boost the impact of your experiences
  • Defining The Customer experience – the complete value proposition
  • Different experiences to different customers - embracing complexity and diversity of customers
  • Can we delight the purchasing department? Challenges with Business to business customer relationships
  • Is it all about the price? – Finding new ways to maximize revenues in commoditized business
  • The role of employees in creating differentiated customer experience
  • Combining the power of people and technologies to a complete differentiated experience
  • The economics of relationships – Building the financial case for customer experience
Utilizing templates and exercises, this interactive session will allow participants to apply the concepts to their own customer service organizations.

S3 – Mastering the Web 2.0 People/Process/Technology Mix
1:30 p.m - 4:30 p.m
Mr. Barton J Goldenberg, President - ISM, Inc.
Joe McLaughlin, VP of Consulting Services - ISM, Inc.
John Chan, Director, CRM Software Testing Lab - ISM, Inc.

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CRM success is directly related to how well the people, process, and technology components are integrated to enable meaningful customer interactions.  While the priority of each of these components will shift during the typical project lifecycle, it is critical to maintain the overarching balance of people first, process second and technology third if CRM is to deliver strategic, operational and analytical value to your company.  New Web 2.0 tools and techniques have altered the people/process/technology mix.  All three speakers will address these changes utilizing live case studies and examples throughout this interactive session.  Barton Goldenberg will discuss how to effectively manage the people component including how to ensure high user adoption and commitment using best-in-class communication and change management techniques.  Joe McLaughlin will define the necessary steps to ensure that your customer-facing business processes are optimized and integrated into your CRM approach.    Tim Bajarin will discuss the Web 2.0 and related technologies that all CRM users need to be aware so that they are able to support the people and process components and deliver the expected return on your CRM investment.  Then all three speakers will hold a Q&A session so be sure to bring your questions along!  Don’t miss the opportunity to learn why the integration of the people, process and technology components make or break the success of every CRM initiative.

S4 – Building and Managing High Performance Service Organizations
1:30 p.m - 4:30 p.m
Mr Lior Arussy, President - Strativity Group and author author of the book Customer Experience Strategy (2010)
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Today’s “me” employees are more focused on themselves than on your organizations. Many are not engaged – negatively affecting every aspect of organizational performance including cross-functional cooperation, innovation and productivity. 

This harsh reality is exacerbated by the proliferation of ever more impatient and demanding customers.  Today’s customers expect faster innovation, greater customization, quicker product releases and personalized customer service.
With unengaged employees on the one hand, and more demanding customers on the other, how can organizations bridge the gap – engage employees and satisfy more demanding customers?
High performance services are the path through which organizations can engage their employees, and meet (even exceed) customer expectations.  This session will explore the emergence of new trends regarding how to boost employee engagement through leadership.  The session will also examine the complete Impact Performance cycle – the manner in which leaders can help their employees’ realize their full potential.  From encouraging employees to take risks to building trust, the Impact Performance cycle will help leaders drive employee engagement and improve performance.
This interactive session includes the following topics:

  • Generation WHY
  • Success Factors of High Performance Service Organizations
  • Managing the Unmanageable - Creativity, Risk-Taking, Decision-Making, Sincerity, and Courage

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