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Advance Program
CRM Evolution 2009 - Tuesday, August 25 2009
TRACK A
Sunrise Discussions
8:00 a.m - 8:45 a.m

Financial Services

Financial services are not only being subjected along with all other institutions to the changes in the social and business ecosystems but are also beset by an unprecedented crisis of confidence in the viability of their institutions. How do you deal with that? Do you have ideas on not only how to restore confidence but to deepen relationships between the financial services institutions and their customers? If you do, then let everyone hear about them. Grab some java and get ready to talk.


Health and Pharmaceuticals

The health and pharma industry is not only the most talked about and perhaps the most important industry in the U.S., at least as of now, but is also the most unusual. It encompasses all aspects of CRM, ranging from the experience and environment hospitals provide to the unusual selling process in the pharmaceutical industry. Plan on coming and talking about how you handle any of these or any of the customer-focused issues facing the health industry. We're looking forward to seeing you.


High-Technology

If you're in the high-tech industry, your customers hold you to a higher standard. They not only expect you to be tech-savvy, but they expect you to 'wow' them with your technical prowess. This casual session encourages representatives from high-tech organizations to share their forward-thinking strategies. Come ready to impress and be impressed.

Keynote: Best Voice Forward
9:00 a.m - 10:00 a.m
Jeffrey F. Rayport, Founder and Chairman - Marketspace, LLC & Author, Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers
Speech technology is moving beyond the call center and into other parts of enterprises.  This naturally brings additional challenges and considerations.  However, companies can learn from sophistication that is emerging in other customer-facing technologies.  Hear insight from Jeffrey F. Rayport, a renowned author, former Harvard University business school professor, and the founder and chairman of Marketspace, LLC, a strategy practice that helps companies improve the way they interact with customers and markets.

Break in the Exhibit Hall (Exhibit Hall opens)
10:00 a.m - 10:45 a.m
A201 – Forrester TechRadar: The Customer Management Technology Ecosystem, 2009
10:45 a.m - 11:30 a.m
William Band, VP & Principal Analyst - Forrester Research
Download Presentation
To help CRM professionals plan their next decade of investments, Forrester Research investigated the current state of 17 of the most important CRM ecosystem technologies. The data collected was used to assess the current state of the technology; the technology’s potential impact on customers' businesses; the time the technology will need to reach the next stage of maturity; and the technology's overall trajectory, from minimal success to significant success. This presentation will address four critical questions: 1) What is the current CRM technology landscape and how will it evolve in the future? 2) What CRM technologies are essential to invest in? 3) How can you avoid risk when investing in CRM technologies? 4) Which CRM technologies should organizations avoid investing in?

A202 – Continuous Customer Management With Customer Data Hubs
11:45 a.m - 12:30 p.m
R "Ray" Wang, Principal Analyst & CEO - Constellation Research, Inc. CRM Magazine Advisory Board, Forbes Blog Contributor, Harvard Business Review Contributor, Investor in Altimeter Group
Double-digit churn rates, declining margins, and new privacy and compliance regulations are forcing companies to rethink customer practices. Instead of implementing CRM applications that track customer interaction, leaders in financial services, transportation, retail, and high-tech are shifting to systems that use customer information to help ensure effective and actionable results. Continuous customer management (CCM) will help companies assemble, distribute, and act on customer information across application silos, using accurate, up-to-date information to deepen relationships, detect critical changes, and drive front-line decision-making. Learn how customer data hubs provide a solution to addressing CCM.

Attendee Lunch
12:30 p.m - 1:45 p.m
A203 – Mobile CRM: Where Are We Going?
1:45 p.m - 2:30 p.m
Anthony J Busacca Jr, Principal, Aqueren LLC. - On-Course-Advisors
Download Presentation
The fast-paced technological advances of mobile computing and communications are creating CRM opportunities as never seen before. But how is your business reacting? Is the technology an end unto itself or are these tools driving your business? How can you make the tools more useful to meet your business objectives? What’s next? This presentation will provide attendees with a look at what’s available and what they should consider in developing a mobile CRM strategy. Knowing mobile trends, capabilities, and future direction will help drive the next wave of CRM.

A204 – Vendor Tutorials
2:45 p.m - 3:30 p.m
See presentations of some of the latest technological developments in CRM from companies at the conference.

Next Generation CRM, Today
John Burchett, Director - Microsoft Dynamics CRM U.S.

You may already know that Microsoft Dynamics CRM is the fastest growing CRM solution in the market. Attend this session to hear how Sales, service and marketing teams are increasing their performance and enabling better customer interaction with Microsoft Dynamics CRM through both on-premise and online solutions. You will also hear how IT organizations of all sizes are building custom business applications on the extensible Microsoft Dynamics CRM platform. Whether you are looking for the future of customer relationship management or something specific to your vertical niche, perhaps Disaster Response Management, Property Management, Dealer Management, we will give you a taste of what's to come.

Strategic Marketing Automation: Understanding and managing the B2B Buyer Dialogue for Sales Results
Adam Needles, Director, Field Marketing - Silverpop

Given B2B buyers with more information power than ever and sales teams that are being pulled into the buyer dialogue later and later, a new opportunity has emerged for B2B marketing organizations to be the organizational 'point person' on engaging with, managing and providing continuity in the pre-sale dialogue with buyers. In the process, marketing automation also has become a more strategic piece of your holistic CRM infrastructure.

So what are the implications for marketers seeking to drive greater engagement with prospects and improve sales/marketing alignment? How does B2B marketing need to change and evolve to better seize this opportunity -- and in doing so -- to find new levels of success with demand generation? And what are the implications for organizations' approaches to marketing technology and corporate CRM infrastructure? This session will tackle these questions.

Break in the Exhibit Hall
3:30 p.m - 4:15 p.m
A205 – Integrating CRM Across the Organization for Maximum Impact
4:15 p.m - 5:15 p.m
Bashir Khan, Executive Director of Information Management, Consumer Media Group - Dow Jones & Co.
Heidi Tucker, VP, Business Development - Hoovers
This discussion will cover how tools such as DataFlux, DataStage, DB2, Cognos, and Unica were used to realize this long-awaited vision of an enterprisewide view of the customer through CRM. Now instead of marketing to the customer with duplicate, conflicting messages and offers, a much more targeted, personalized approach is used by Dow Jones & Co.to specifically reach individual people within each household. In the next presentation, learn how marketing can partner with sales to develop effective prospecting campaigns that include innovative qualifying practices designed to increase conversion and close rates. This Hoover’s case study will examine how, by integrating site-based merchandising, proactive chat, and business insight, your CRM outreach efforts can positively affect all facets of the customer life cycle.

CRM Playaz
5:15 p.m - 5:30 p.m
Paul Greenberg, President - The 56 Group & Author, CRM at the Speed of Light
Brent Leary, Partner - CRM Essentials
Networking Reception
5:30 p.m - 7:00 p.m
TRACK B
Sunrise Discussions
8:00 a.m - 8:45 a.m

Financial Services

Financial services are not only being subjected along with all other institutions to the changes in the social and business ecosystems but are also beset by an unprecedented crisis of confidence in the viability of their institutions. How do you deal with that? Do you have ideas on not only how to restore confidence but to deepen relationships between the financial services institutions and their customers? If you do, then let everyone hear about them. Grab some java and get ready to talk.


Health and Pharmaceuticals

The health and pharma industry is not only the most talked about and perhaps the most important industry in the U.S., at least as of now, but is also the most unusual. It encompasses all aspects of CRM, ranging from the experience and environment hospitals provide to the unusual selling process in the pharmaceutical industry. Plan on coming and talking about how you handle any of these or any of the customer-focused issues facing the health industry. We're looking forward to seeing you.


High-Technology

If you're in the high-tech industry, your customers hold you to a higher standard. They not only expect you to be tech-savvy, but they expect you to 'wow' them with your technical prowess. This casual session encourages representatives from high-tech organizations to share their forward-thinking strategies. Come ready to impress and be impressed.

Keynote: Best Voice Forward
9:00 a.m - 10:00 a.m
Jeffrey F. Rayport, Founder and Chairman - Marketspace, LLC & Author, Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers
Speech technology is moving beyond the call center and into other parts of enterprises.  This naturally brings additional challenges and considerations.  However, companies can learn from sophistication that is emerging in other customer-facing technologies.  Hear insight from Jeffrey F. Rayport, a renowned author, former Harvard University business school professor, and the founder and chairman of Marketspace, LLC, a strategy practice that helps companies improve the way they interact with customers and markets.

Break in the Exhibit Hall (Exhibit Hall opens)
10:00 a.m - 10:45 a.m
B201 – It's Time for a Chat: Integrating Customer Service & Support With Multichannel Communications
10:45 a.m - 11:30 a.m
Mr Matthew Brady, Director, Sales Automation - TransUnion
Download Presentation
Every customer interaction is an opportunity to strengthen loyalty. Companies have long understood the benefits of integrating their service and support applications with their telephony system, but customers are now demanding more choice in communication methods. However, the complexity and cost of managing multiple channels has always been a challenge. This session will reveal TransUnion’s experiences with CTI and chat. Not only did the company reduce inbound call duration by 60 seconds, first call resolutions rates increased by 200%. This session will share best practices, tips, and tricks to use immediately.

B202 – Tools and Strategies for the New Sales Era
11:45 a.m - 12:30 p.m
Joseph Dressler, National Advertising Director - SmartMoney Magazine
Anneke Seley, CEO and Founder - Phone Works
Download Presentation
Find out how SmartMoney Magazine leveraged its CRM solution to increase sales with improved pipeline visibility and automate manual processes to better focus resources on maximizing opportunities all the while projecting a 570% ROI in just 3 years.

With the ability of customers to go elsewhere and to talk to their peers about you, how you sell to the customer and what tools you use to sell to the customer are more important than ever—in fact, it makes the difference between losing the deal and closing the deal. In the next presentation, find out what you need to do to sell to the new customer—when selling “at” them doesn’t work anymore. Learn what the landscape is, what approaches to take, and what tools to use to make you a success when you sell.

Attendee Lunch
12:30 p.m - 1:45 p.m
B203 – CRM and the Socially Empowered Customer
1:45 p.m - 2:30 p.m
Brent Leary, Partner - CRM Essentials
Many CRM strategies were formulated long before Facebook, Twitter, and other social sites became integral in both the personal and professional lives of those we look to do business with. This session will focus on how to marry the traditional, more operations/transactions-focused CRM with the content-driven, conversation-based social dimension—leading to a better understanding of today’s customers, what's on their minds, in their hearts, and on their mobile devices.

B204 – Vendor Tutorials
2:45 p.m - 3:30 p.m
See presentations of some of the latest technological developments in CRM from companies at the conference.

Break in the Exhibit Hall
3:30 p.m - 4:15 p.m
B205 – The Benefits of Cloud Computing
4:15 p.m - 5:15 p.m
Deborah Alvarez-Rodriguez, President and CEO - Goodwill Industries of San Francisco, San Mateo, and Marin Counties
Tammy Valdez, VP of Member Services and Operations - LifeLock
Download Presentations
This session will cover how LifeLock is using "Contact Center in the Cloud" technology to manage a highly efficient physical and virtual contact center for greater flexibility and cost optimization. With "Contact Center in the Cloud" LifeLock has delivered outstanding member service using highly reliable technology that leverages the remote agent model and provides real-time visibility across all of its contact center operations. Resource planning can-in minutes-change the system to always stay ahead of LifeLock's business and member needs.

CRM Playaz
5:15 p.m - 5:30 p.m
Paul Greenberg, President - The 56 Group & Author, CRM at the Speed of Light
Brent Leary, Partner - CRM Essentials
Networking Reception
5:30 p.m - 7:00 p.m
TRACK C
Sunrise Discussions
8:00 a.m - 8:45 a.m

Financial Services

Financial services are not only being subjected along with all other institutions to the changes in the social and business ecosystems but are also beset by an unprecedented crisis of confidence in the viability of their institutions. How do you deal with that? Do you have ideas on not only how to restore confidence but to deepen relationships between the financial services institutions and their customers? If you do, then let everyone hear about them. Grab some java and get ready to talk.


Health and Pharmaceuticals

The health and pharma industry is not only the most talked about and perhaps the most important industry in the U.S., at least as of now, but is also the most unusual. It encompasses all aspects of CRM, ranging from the experience and environment hospitals provide to the unusual selling process in the pharmaceutical industry. Plan on coming and talking about how you handle any of these or any of the customer-focused issues facing the health industry. We're looking forward to seeing you.


High-Technology

If you're in the high-tech industry, your customers hold you to a higher standard. They not only expect you to be tech-savvy, but they expect you to 'wow' them with your technical prowess. This casual session encourages representatives from high-tech organizations to share their forward-thinking strategies. Come ready to impress and be impressed.

Keynote: Best Voice Forward
9:00 a.m - 10:00 a.m
Jeffrey F. Rayport, Founder and Chairman - Marketspace, LLC & Author, Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers
Speech technology is moving beyond the call center and into other parts of enterprises.  This naturally brings additional challenges and considerations.  However, companies can learn from sophistication that is emerging in other customer-facing technologies.  Hear insight from Jeffrey F. Rayport, a renowned author, former Harvard University business school professor, and the founder and chairman of Marketspace, LLC, a strategy practice that helps companies improve the way they interact with customers and markets.

Break in the Exhibit Hall (Exhibit Hall opens)
10:00 a.m - 10:45 a.m
C201 – Create a Competitive Edge for the Post-Recession World
10:45 a.m - 11:30 a.m
Scott Hornstein, President - Hornstein Associates
Download Presentation
This session will explore the rationale, the strategy, and the five critical success factors for creating happier customers who stay longer and buy more. We will examine what’s right and what’s wrong with today’s CRM marketing, including case histories from IBM, HP, ACE Computer Camp, AT&T, and Pitney Bowes. Attendees will learn how serious commitment to long-term CRM can become not just a buzzword or reason to pat ourselves on the back, but a compelling, and viral, competitive differentiator. Before choosing this session, conference attendees should ask themselves these questions: How long does my company want to be in business? What high-level strategies are in place? What are our internal set of measurement and rewards to get us there? Interaction is key. Be prepared to share best practices and defend your position.

C202 – B2C Lessons for B2B Marketing
11:45 a.m - 12:30 p.m
Patric Timmermans Ph.D., Consultant, VP Marketing - Pegasus Customer Marketing (Pegasus1on1.com) VP Marketing at KPA (www.kpaonline.com)
Download Presentation
Until recently, the presenter was responsible for marketing B2C CRM products to B2B customers. In this presentation, Patric will discuss what B2C best practices and technologies can be used in B2B marketing. He will address differences and similarities in the marketing and sales cycle, defining who the customer is, how to interact with customers, how to define customer experience management in your business, and what technologies can be used today or in the future.

Attendee Lunch
12:30 p.m - 1:45 p.m
C203 – Comcast Channels Customer Service
1:45 p.m - 2:30 p.m
Frank Eliason, Senior Vice President of Social Media - Citibank
Blogs, Facebook, Twitter, You Tube, and many other social media Web sites are changing the world of CRM. As companies are working to determine the best way to be a part of the conversation, Comcast has been highlighted in many publications as being a leader in this space. This will be a real-life case study into this new world and how customer service is leading the way in social media.

C204 – Vendor Tutorials
2:45 p.m - 3:30 p.m
See presentations of some of the latest technological developments in CRM from companies at the conference.

Break in the Exhibit Hall
3:30 p.m - 4:15 p.m
C205 – Web 2.0 Tools in Federal and State Governments Drive Participation, Transparency, and Citizen Empowerment
4:15 p.m - 5:15 p.m
Casey Coleman, CIO - General Services Administration
Bob Greenberg, President & CEO - RH International
A new social media framework for federal government agencies is under construction, spearheaded by a task force of executive branch and federal administrative agencies. In the first presentation, find out what is being done to help citizens participate in their government more freely than ever before, regardless of which agency they want to work through. The second presentation will demonstrate the use of Web 2.0 tools by state governments, featuring projects with the New Zealand Police Wiki, the Virtual Alabama project, and the Virtual USA project—initiated by the Department of Homeland Security in partnership with eight Southeastern states.

CRM Playaz
5:15 p.m - 5:30 p.m
Paul Greenberg, President - The 56 Group & Author, CRM at the Speed of Light
Brent Leary, Partner - CRM Essentials
Networking Reception
5:30 p.m - 7:00 p.m



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