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Advance Program
CRM Evolution 2009 - Wednesday, August 26 2009
TRACK A
Sunrise Discussions
8:00 a.m - 8:45 a.m

Social Networking

Social media is one of the hottest topics in the CRM market. Even though there is little to no cost to use some social media tools, poorly executed social media strategies can be very costly. A good social media strategy can help a company understand what its customers are thinking and saying about the organization; garner helpful feedback about its products, services, prices, etc.; and help organizations improve their customer engagement efforts. In this session, customer strategists will share their ideas about what works and what doesn¹t with social media.


Overcoming the Hurdles

Are you having problems with your CRM implementation? Do you have ideas on how to prevent problems? Come and join a group of CRM industry thought leaders‹Michael Krigsman, perhaps the leading thinker on IT failures in the world; Natalie Petouhoff, Forrester Research senior analyst recognized as a leader in contemporary customer service models; and Mike Fauscette, vice president and enterprise applications practice leader at IDC. Chat with them so that your future isn¹t in detailing your CRM failures, but in describing how you prevented them.

A301 – Integrating ERP and RFID With CRM
9:00 a.m - 9:45 a.m
Pierre L Hulsebus II, CRM Practice Manager, Technology - EHTC CRMUG
Mickey Brazeal, Associate Professor - Roosevelt University
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The first part of this session will go over the evolution of a complex CRM/ERP integration for a publicly traded midmarket organization. From choosing the correct platform to installations, data migration, and ongoing support, this session will address how the system is built and what it takes to keep it going and growing with the company's ever-changing customer expectations. The next speaker will reveal the latest uses of radio frequency identification (RFID). With RFID, you can put cheap and tiny tags on physical objects—tags that contain a radio transceiver on a computer chip—and then use the tag with a remote reader to know where the object is. So far, it's been used to eliminate out-of-stocks and shrink surplus inventory by billions. Next, it will be used to improve the customer experience—to make relationship marketing happen in real time.

A302 – CRM in the Rest of the Hemisphere
10:00 a.m - 10:45 a.m
Jesus Hoyos, Founder - JesusHoyos.com Managing Partner, Solvis Consulting, LLC
Traditionally, the emphasis in the CRM industry has been placed in the U.S., Europe, and Pacific Rim markets. The industry has overlooked the opportunity to embrace Latin America as a market with great potential. The rest of the hemisphere, from Mexico to Argentina has matured in many ways with a market offering comprehensive implementations, conferences, and particularly the emergence of local CRM vendors. In this lecture, you will learn how CRM is practiced in the Latin American region from a local to a global perspective.

Break in the Exhibit Hall
10:45 a.m - 11:30 a.m
Closing Keynote Panel: Web 2.0 Meets CRM. What Happened?
11:45 a.m - 12:30 p.m
MODERATOR: Paul Greenberg, President - The 56 Group & Author, CRM at the Speed of Light
Mr. Denis Pombriant, Managing Principal - Beagle Research Group, LLC CRM Magazine Columnist
Clara Shih, Author, The Facebook Era
CRM has long been seen as an operational and transactional strategy and technology. But the newly empowered customer is changing that everywhere. Customer interaction is moving center stage, changing the way that companies are being forced to deal with their customers. The technologies are also undergoing dramatic transformation to satisfy these new interactions. As early a stage as it is, the changes cannot be ignored. Listen to three experts who are in this from all sides of the fence—CRM, social software, and community development. How are these changes relevant to meet company needs with the new customer? How does CRM integrate with social applications and communities? Find out from this exciting panel. Audience participation is encouraged.

TRACK B
Sunrise Discussions
8:00 a.m - 8:45 a.m

Social Networking

Social media is one of the hottest topics in the CRM market. Even though there is little to no cost to use some social media tools, poorly executed social media strategies can be very costly. A good social media strategy can help a company understand what its customers are thinking and saying about the organization; garner helpful feedback about its products, services, prices, etc.; and help organizations improve their customer engagement efforts. In this session, customer strategists will share their ideas about what works and what doesn¹t with social media.


Overcoming the Hurdles

Are you having problems with your CRM implementation? Do you have ideas on how to prevent problems? Come and join a group of CRM industry thought leaders‹Michael Krigsman, perhaps the leading thinker on IT failures in the world; Natalie Petouhoff, Forrester Research senior analyst recognized as a leader in contemporary customer service models; and Mike Fauscette, vice president and enterprise applications practice leader at IDC. Chat with them so that your future isn¹t in detailing your CRM failures, but in describing how you prevented them.

B301 – Analytics + Culture + CRM = How YOU Doin’: The Philadelphia Flyers Fan Experience
9:00 a.m - 9:45 a.m
Mark DiMaurizio, President of Fan1 - NHL
The Philadelphia Flyers have provided its fans with an experience that may be unparalleled in the world of sports. The results speak for themselves. Even in a downturn, its season ticket retention numbers are considerably up from last year.

How does the team do it? A deep knowledge of who its fans really are, not just their transaction histories; a way of analyzing all that rich profile information;  a set of programs that are designed to support the fans because they support the team; and, most importantly, a culture that permeates every single facet of the sports franchise from the back office to the front. The Flyers call it "How You Doin’" and employees really mean it. Find out what they’re doing, and how they’re doing it—and you’ll learn things for your organization that you never would have expected from a professional hockey team.

B302 – Build Customer Intimacy and Operational Excellence
10:00 a.m - 10:45 a.m
Mr. Denis Pombriant, Managing Principal - Beagle Research Group, LLC CRM Magazine Columnist
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Most companies accept the need for innovation throughout the life cycle, but fewer recognize the breadth and depth that innovation can take. Taking full advantage of innovation opportunities can yield new business opportunities and new products. In this presentation, you will learn about the two major types of innovation: customer intimacy, of which customer centricity is part, and operational excellence. There are eight subcategories of intimacy and excellence. This talk will offer multiple examples of successful companies which have employed innovative business strategies often with the help of modern front office software. Whether you are a CRM customer or a vendor this presentation will open your eyes to the innovation potential of the current economy.

Break in the Exhibit Hall
10:45 a.m - 11:30 a.m
Closing Keynote Panel: Web 2.0 Meets CRM. What Happened?
11:45 a.m - 12:30 p.m
MODERATOR: Paul Greenberg, President - The 56 Group & Author, CRM at the Speed of Light
Mr. Denis Pombriant, Managing Principal - Beagle Research Group, LLC CRM Magazine Columnist
Clara Shih, Author, The Facebook Era
CRM has long been seen as an operational and transactional strategy and technology. But the newly empowered customer is changing that everywhere. Customer interaction is moving center stage, changing the way that companies are being forced to deal with their customers. The technologies are also undergoing dramatic transformation to satisfy these new interactions. As early a stage as it is, the changes cannot be ignored. Listen to three experts who are in this from all sides of the fence—CRM, social software, and community development. How are these changes relevant to meet company needs with the new customer? How does CRM integrate with social applications and communities? Find out from this exciting panel. Audience participation is encouraged.

TRACK C
Sunrise Discussions
8:00 a.m - 8:45 a.m

Social Networking

Social media is one of the hottest topics in the CRM market. Even though there is little to no cost to use some social media tools, poorly executed social media strategies can be very costly. A good social media strategy can help a company understand what its customers are thinking and saying about the organization; garner helpful feedback about its products, services, prices, etc.; and help organizations improve their customer engagement efforts. In this session, customer strategists will share their ideas about what works and what doesn¹t with social media.


Overcoming the Hurdles

Are you having problems with your CRM implementation? Do you have ideas on how to prevent problems? Come and join a group of CRM industry thought leaders‹Michael Krigsman, perhaps the leading thinker on IT failures in the world; Natalie Petouhoff, Forrester Research senior analyst recognized as a leader in contemporary customer service models; and Mike Fauscette, vice president and enterprise applications practice leader at IDC. Chat with them so that your future isn¹t in detailing your CRM failures, but in describing how you prevented them.

C301 – Social CRM Panel
9:00 a.m - 9:45 a.m
Dr. Osamuyimen T Stewart, Research Staff Member, Multilingual Analytics & User Technologies - IBM Research
Michael Fauscette, Group VP, Software Business Solutions - IDC
Dr. Natalie Petouhoff, Vice President and Principal Analyst - Constellation Research, Inc.
Download Presentations
The world of CRM as we know it has changed forever. The customer listens to his or her peers far more than the businesses that he or she is engaged with. The easy availability of goods and services from anywhere in the world, delivered in a reasonable timeframe in combination with the ability to communicate multiple ways in real time, has empowered the customer in ways never seen before—and yet in ways that a business must respond to. Hear three distinguished analysts speak on the strategies that drive Social CRM—a.k.a. CRM 2.0. You'll walk away with ideas on what to do with your own customers and how to change your company.

C302 – Marketing and Messaging for Mobile Audiences
10:00 a.m - 10:45 a.m
Michael Thomas, President - CRM Association - North America
Mobile phones continue to be the device of choice for all demographics. The ability to leverage this growing medium for messaging and marketing will open up multiple lanes of engagement for your audience. The key word to understand is convenience; consumers want to have all information and communication with you accessible to their device of choice. This session will discuss this growing mobile market and ways of focusing your messages with the use of effective marketing and messaging tactics.

Break in the Exhibit Hall
10:45 a.m - 11:30 a.m
Closing Keynote Panel: Web 2.0 Meets CRM. What Happened?
11:45 a.m - 12:30 p.m
MODERATOR: Paul Greenberg, President - The 56 Group & Author, CRM at the Speed of Light
Mr. Denis Pombriant, Managing Principal - Beagle Research Group, LLC CRM Magazine Columnist
Clara Shih, Author, The Facebook Era
CRM has long been seen as an operational and transactional strategy and technology. But the newly empowered customer is changing that everywhere. Customer interaction is moving center stage, changing the way that companies are being forced to deal with their customers. The technologies are also undergoing dramatic transformation to satisfy these new interactions. As early a stage as it is, the changes cannot be ignored. Listen to three experts who are in this from all sides of the fence—CRM, social software, and community development. How are these changes relevant to meet company needs with the new customer? How does CRM integrate with social applications and communities? Find out from this exciting panel. Audience participation is encouraged.




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