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CRM Evolution 2010 - August 2-4, 2010 - Marriott Marquis, New York, NY
Final Program
CRM Evolution 2010 - Monday, August 2, 2010
TRACK A
KEYNOTE: Your Call Is (Not That) Important to Us
9:00 a.m - 10:00 a.m
Emily Yellin, Author of Your Call Is (Not That) Important to Us
Emily Yellin traversed the country and the world watching, listening, and talking to customers, customer service workers, managers, consultants and corporate CEOs in a cross-section of industries for her book, Your Call Is (Not That) Important to Us. In this presentation, she shares some of the universal truths she found at the global crossroads of customer-company interactions that are customer service. Yellin's thought-provoking yet practical message and her entertaining, instructive, and revealing anecdotes cut across all industries, nationalities, and levels of technological sophistication.

KEYNOTE: Three Economic Drivers Shaping Business in the Next Decade
10:15 a.m - 11:00 a.m
Mr. Denis Pombriant, Managing Principal - Beagle Research Group, LLC CRM Magazine Columnist
Join Denis Pombriant as he reviews the three economic drivers that will shape business and the CRM suites that mediate business processes in the next decade. This free-wheeling conversation will review some of the ideas in Pombriant’s upcoming book, CRM’s Next Challenge: Building a Sustainable CRM Infrastructure. Full of charts and data from more than 2 years of research, this session is sure to provoke your thinking about how you can use  emerging CRM solutions to prepare your business for the economic challenges ahead.

A101 – Executive Boot Camp, Part 1
11:15 a.m - 12:00 p.m
Barton J Goldenberg, President - ISM, Inc.
This nontechnical boot camp 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, marketing, customer service, ebusiness, and business analytics tools and techniques to support an organization’s business strategy), describe the current people/process/technology CRM components, dig into emerging trends such as multichannel 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 (i.e., obtaining and maintaining user interest; integrating people, process, and technology; managing your software vendor/integration partners).

Attendee Lunch
12:00 p.m - 1:15 p.m
A102 – Executive Boot Camp, Part 2
1:15 p.m - 2:00 p.m
Barton J Goldenberg, President - ISM, Inc.
This nontechnical boot camp 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, marketing, customer service, ebusiness, and business analytics tools and techniques to support an organization’s business strategy), describe the current people/process/technology CRM components, dig into emerging trends such as multichannel 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 (i.e., obtaining and maintaining user interest; integrating people, process, and technology; managing your software vendor/integration partners).

A103 – CRM Solution Sessions
2:15 p.m - 3:00 p.m
See presentations of some of the latest technological developments in CRM from companies at the conference.

SAS Drives Savings and Revenues for 1-800-FLOWERS.COM
Nachiket Desai, Vice President, Enterprise Architecture & Business Intelligence - 1-800-FLOWERS.COM
Sustainability at the Front Lines: Enabling the Effective Sales 2.0 Organization
Mr. Denis Pombriant, Managing Principal - Beagle Research Group, LLC CRM Magazine Columnist
Brandon Tsetsilas, Sr. Director, Global Field Operations - Progress Software
A104 – Optimizing Revenues With CRM
3:15 p.m - 4:00 p.m
Jim Dickie, Managing Partner - CSO Insights
In CSO Insights’ recent survey of 2,800-plus firms worldwide, while 75% reported that they now have a core CRM system in
place, only 15% stated that those systems were helping them increase revenues. During this session, leveraging case study
examples, Jim Dickie will overview how those 15% of all sales organizations are leveraging CRM to improve win rates, shorten sell cycles, increase margins, improve cross selling, etc., timprove both top and bottom lines.

A105 – Navigating the CRM Technology Landscape
4:15 p.m - 5:00 p.m
William Band, VP & Principal Analyst - Forrester Research
The rise of social computing is causing organizations to rethink their customer management strategies. They want to know how new social capabilities should be, and can be, integrated with their transactional CRM systems. How will social technologies change the customer management solution landscape that CRM professionals have to navigate? Forrester defines this ecosystem to be the key technologies that support the business processes for targeting, acquiring, retaining, understanding, and — very importantly — collaborating socially with customers. CRM professionals should design their future plans based on this combined vision of all the supporting technologies. This presentation will focus on Forrester’s most recent customer management technology evaluations, covering marketing, sales, service, customer data management and analytics, and social CRM solutions. You will get answers to the following questions: Who are the key solutions vendors in each CRM technology category? How do the vendors compare to one another? What are the pitfalls
to avoid when making a CRM technology selection?

CRM SHOWCASE - GRAND OPENING RECEPTION
5:00 p.m - 7:00 p.m
TRACK B
KEYNOTE: Your Call Is (Not That) Important to Us
9:00 a.m - 10:00 a.m
Emily Yellin, Author of Your Call Is (Not That) Important to Us
Emily Yellin traversed the country and the world watching, listening, and talking to customers, customer service workers, managers, consultants and corporate CEOs in a cross-section of industries for her book, Your Call Is (Not That) Important to Us. In this presentation, she shares some of the universal truths she found at the global crossroads of customer-company interactions that are customer service. Yellin's thought-provoking yet practical message and her entertaining, instructive, and revealing anecdotes cut across all industries, nationalities, and levels of technological sophistication.

KEYNOTE: Three Economic Drivers Shaping Business in the Next Decade
10:15 a.m - 11:00 a.m
Mr. Denis Pombriant, Managing Principal - Beagle Research Group, LLC CRM Magazine Columnist
Join Denis Pombriant as he reviews the three economic drivers that will shape business and the CRM suites that mediate business processes in the next decade. This free-wheeling conversation will review some of the ideas in Pombriant’s upcoming book, CRM’s Next Challenge: Building a Sustainable CRM Infrastructure. Full of charts and data from more than 2 years of research, this session is sure to provoke your thinking about how you can use  emerging CRM solutions to prepare your business for the economic challenges ahead.

B101 – Social CRM: The New Rules of Relationship Management
11:15 a.m - 12:00 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
This session will offer highlights from 18 use cases that show businesses how to finally put customers first.

Attendee Lunch
12:00 p.m - 1:15 p.m
B102 – Success and Failure in the Time of Social
1:15 p.m - 2:00 p.m
Mr. Michael Krigsman, CEO - Asuret, Inc. Columnist for ZDNet; Contributor to Wall Street Journal
Social CRM is one of the most important trends of our time. This presentation will examine what it means to succeed, or fail, in Social CRM. The presentation will contrast traditional CRM failure with Social CRM failure to provide the context for success
with Social CRM.

B103 – CRM Solution Sessions
2:15 p.m - 3:00 p.m
See presentations of some of the latest technological developments in CRM from companies at the conference.

Incremental CRM: Don't Rip and Replace Current Systems, Extend Them
Patrick Surry, Customer Analytics Solution Owner - Portrait Software
Jeff Nicholson, VP Product Marketing - Portrait Software
The Journey of Living Customer Lifetime Value
Dave Resnick, Vice President - VeraCentra
B104 – How Companies Use CRM, Social Media, and Enterprise 2.0 to Transform Their Businesses
3:15 p.m - 4:00 p.m
Dr. Natalie Petouhoff, Vice President and Principal Analyst - Constellation Research, Inc.
Dr. Natalie is a leading expert on social media and CRM. Her research focuses on the use of social media to extend brand
awareness and develop deep and meaningful relationships with potential and current customers via marketing sales and service, as well as to provide companies with a return on their investments in social media. Dr. Natalie is often asked to provide her unique point of view on TV (ABC, CBS and NBC) and national radio segments, as an international speaker, and as the author of four business books and social media research and white papers. Her thought leadership in social media is often quoted by organizations such as BusinessWeek, Fast Company, and The New York Times.

B105 – Socialytics: Using Social Data for More Effective Sales, Marketing, & Customer Service
4:15 p.m - 5:00 p.m
Michael Fauscette, Group VP, Software Business Solutions - IDC
Socialytics is the convergence of social data and analytics. By utilizing CRM analytics to analyze and utilize social data, businesses can gain significant insight into customer needs and customer attitudes. Socialytics can help companies gauge brand sentiment, customer buying behaviors, and marketing effectiveness. By combining traditional CRM analytics to the wealth of social information, companies can market to customers in the way the customer chooses, start to predict customer product and service needs, and provide customer service “when, where, and how” customers choose.

CRM SHOWCASE - GRAND OPENING RECEPTION
5:00 p.m - 7:00 p.m
TRACK C
KEYNOTE: Your Call Is (Not That) Important to Us
9:00 a.m - 10:00 a.m
Emily Yellin, Author of Your Call Is (Not That) Important to Us
Emily Yellin traversed the country and the world watching, listening, and talking to customers, customer service workers, managers, consultants and corporate CEOs in a cross-section of industries for her book, Your Call Is (Not That) Important to Us. In this presentation, she shares some of the universal truths she found at the global crossroads of customer-company interactions that are customer service. Yellin's thought-provoking yet practical message and her entertaining, instructive, and revealing anecdotes cut across all industries, nationalities, and levels of technological sophistication.

KEYNOTE: Three Economic Drivers Shaping Business in the Next Decade
10:15 a.m - 11:00 a.m
Mr. Denis Pombriant, Managing Principal - Beagle Research Group, LLC CRM Magazine Columnist
Join Denis Pombriant as he reviews the three economic drivers that will shape business and the CRM suites that mediate business processes in the next decade. This free-wheeling conversation will review some of the ideas in Pombriant’s upcoming book, CRM’s Next Challenge: Building a Sustainable CRM Infrastructure. Full of charts and data from more than 2 years of research, this session is sure to provoke your thinking about how you can use  emerging CRM solutions to prepare your business for the economic challenges ahead.

C101 – The Key to Customer Experience Success
11:15 a.m - 12:00 p.m
Bruce Temkin, Managing Partner - Temkin Group; Blog: Customer Experience Matters
It's no longer a secret that customer experience correlates to customer loyalty. But how can companies take advantage of this insight? Temkin Group's research shows that there are enormous opportunities for companies to improve. Bruce Temkin will discuss the current state of customer experience and identify leading-edge best-practices in driving loyalty through customer experience.

Attendee Lunch
12:00 p.m - 1:15 p.m
C102 – Build Customer Satisfaction, Loyalty, and Advocacy
1:15 p.m - 2:00 p.m
Mr Ryan Pellet, Vice President, Professional Services, Customer Management - Convergys
As a long, deep recession draws to a close, many executives and companies are once again pursuing strategies for growth, and the ability to deliver the right customer experience will be critical to the success of those strategies. To understand how the recession is changing consumers, the Convergys 2010 Customer
Scorecard research examined a range of preferences and attitudes in today’s marketplace. The findings show that the recession has indeed affected the way consumers across all generations think about companies and the customer experience. Attend this session to learn what it takes to retain and increase
business with customers; understand how customers define loyalty and the impact it can have on your business; and learn what channels customers prefer and how preferences differ among generations of customers.

C103 – CRM Solution Sessions
2:15 p.m - 3:00 p.m
See presentations of some of the latest technological developments in CRM from companies at the conference.

Achieving Customer Experience Advantage by Breaking Down the Silos
Jujhar Singh, Senior Vice President, Lines of Business - Sales, Service and Marketing - SAP LLC
Volker Hildebrand, VP, Solution Management - SAP Global Marketing, Inc.
Harness the Business Value of Social Networks in Your CRM
Jason Rushforth, President - CDC Front Office
C104 – PANEL: Building a Successful and Profitable CRM Application
3:15 p.m - 4:00 p.m
MODERATOR: Brent Leary, Partner - CRM Essentials
Mr. Christopher W. Cabrera, Founder & CEO - Xactly Corporation
Jim Fowler, CEO - Jigsaw
Phil Fernandez, CEO - Marketo
Umberto Milletti, CEO - InsideView
C105 – Strategies for Better Customer Care
4:15 p.m - 5:00 p.m
Ellen Filipiak, Senior Vice President, Customer Care - DIRECTV
Marc God, Director, Head of Global Business - DSM
Learn how DSM's CRM program is helping a multinational transform from a commodity manufacturing company toward a world-class, market-driven life sciences and materials sciences company. A unique approach was taken to catalyze behavioral and organizational change necessary to become a truly customer-centric organization. Attendees will hear the steps taken to set up and execute a company-wide CRM program.

CRM SHOWCASE - GRAND OPENING RECEPTION
5:00 p.m - 7:00 p.m



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