Logo
CRM Evolution 2010 - August 2-4, 2010 - Marriott Marquis, New York, NY
Final Program
CRM Evolution 2010 - Tuesday, August 3, 2010
TRACK A
KEYNOTE PANEL: CRM Trends With Industry Leaders
9:00 a.m - 10:00 a.m
MODERATOR: Paul Greenberg, President - The 56 Group & Author, CRM at the Speed of Light
Brad Wilson, General Manager, Microsoft Dynamics CRM - Microsoft
Anthony Lye, Senior Vice President, Oracle CRM - Oracle
Greg Gianforte, CEO and Founder - RightNow
Jujhar Singh, Senior Vice President, Lines of Business - Sales, Service and Marketing - SAP LLC
More details on this presentation will be available soon

Break in the CRM Showcase
10:00 a.m - 10:45 a.m
A201 – Location-Based Info Points the Way to Mobile Customer Interactions
10:45 a.m - 11:30 a.m
Ian Jacobs, Customer Experience Evangelist - Genesys
Through services such as OnStar and local search sites like Yelp, Citysearch, Qype, and Tipped, consumers have begun to acclimate to the idea that applications can add value by utilizing location information drawn from a GPS or a mobile phone. But the majority of those applications only provide information, triggered
by a specific customer request. Application developers and communications vendors have now set their sights on expanding location-driven applications into the realm of CRM and customer interactions. This new breed of application attempts to enhance the customer interaction experience by weaving location data into the workflow and the decision-making processes of the application. Location, then, becomes part of the fabric of the customer interaction. In this presentation, attendees will learn about potential uses of location information in customer service, the role privacy concerns will play in customer adoption, and how industry-specific uses for the technology will create new  opportunities for facilitating a new form of customer intimacy.From allowing retailers to provide more tailored in-store experiences to enabling local governments to better respond to citizen complaints, location-based information married to customer interaction can help build a new type of customer service: location-aware support.

A202 – Full Visibility Into Multichannel Marketing Efforts
11:45 a.m - 12:30 p.m
Tim Auth, CRM Program Manager - Caterpillar
Throughout the years, Caterpillar has used traditional marketing channels to reach its customers. Since the company’s deployment of a CRM system, it is now able to connect its marketing channels and follow the leads that these efforts generate from cradle to grave. This gives Caterpillar full visibility into campaigns.
Attend this session to see how CRM has enabled Caterpillar’s multichannel marketing efforts.

Attendee Lunch
12:30 p.m - 1:45 p.m
A203 – Sales CRM Utilization Trends
1:45 p.m - 2:30 p.m
Peter Ostrow, VP and Research Group Director, Customer Management - Aberdeen Group a Harte-Hanks Company
With a focus on Aberdeen’s end-user-driven model, Peter Ostrow will reveal the results of Aberdeen’s research on CRM sales utilization. Some of the areas covered in this presentation will include utilization of sales training, inside sales enablement, and sales intelligence.

A204 – CRM Solution Sessions
2:45 p.m - 3:30 p.m
See presentations of some of the latest technological developments in CRM from companies at the conference. The specifics of this presentation will be available soon.

Don't Go Extinct: Ensure Your CRM Capabilities Adapt to Evolving Customer Expectations and Business Demands
Ben Frenkel, Pegasystems Inc.
Break in the CRM Showcase
3:30 p.m - 4:15 p.m
A205 – Marketing Tools That Grow Your Business
4:15 p.m - 5:15 p.m
Tony Arnold, Director, CRM & Relationship Marketing - Sears Holdings Corporation
Rosemarie Truman, EVP Solutions - Advanced Clinical CEO RHT Consulting
The first presentation will discuss why CRM is the most important and highest ROI marketing tool for your company along with considerations and benefits of implementing and more effectively managing a CRM system within your B2B or B2C environment. In particular, this presentation will look at Sears’ experiences and lessons learned to date in implementing this kind of advanced CRM strategy. The second presentation reveals how New Pig’s marketing team has become more integrated and interactive through the use of marketing campaign management. This enables simple integrating between its own creative teams and third-party agencies into New Pig’s interactive marketing processes.

Networking Reception
5:30 p.m - 7:00 p.m
TRACK B
KEYNOTE PANEL: CRM Trends With Industry Leaders
9:00 a.m - 10:00 a.m
MODERATOR: Paul Greenberg, President - The 56 Group & Author, CRM at the Speed of Light
Brad Wilson, General Manager, Microsoft Dynamics CRM - Microsoft
Anthony Lye, Senior Vice President, Oracle CRM - Oracle
Greg Gianforte, CEO and Founder - RightNow
Jujhar Singh, Senior Vice President, Lines of Business - Sales, Service and Marketing - SAP LLC
More details on this presentation will be available soon

Break in the CRM Showcase
10:00 a.m - 10:45 a.m
B201 – Evolving Customer Acquisition for the Social Business
10:45 a.m - 11:30 a.m
Brian Vellmure, Principal/Founder - Innovantage
Attention is more difficult to capture than ever before. Trust in companies is at an all-time low. Ads are less-effective than they’ve ever been. Marketers are faced with an increasing resistance to traditional marketing methods. But there are conversations happening everywhere about problems and needs that your products and services can address! They’re just not listening to your messages anymore. Learn how to find, attract, and engage with these potential customers, and how other companies are racing ahead by learning and applying these new fundamentals to an increasingly social world.

B202 – Socialization of SMBs: How Little Guys Are Getting Bigger in the Age of the Collaborative Relationship
11:45 a.m - 12:30 p.m
Brent Leary, Partner - CRM Essentials
According to various surveys, the biggest challenges facing small businesses today are finding and keeping good customers. The session will look at how content, conversations, community — combined with traditional CRM processes — are helping SMBs thrive in the age of social media.

Attendee Lunch
12:30 p.m - 1:45 p.m
B203 – Embracing Customer Service 4.0
1:45 p.m - 2:30 p.m
Mr Esteban Kolsky, Founder and President - ThinkJar
Customer service never experiences revolutions, it simply evolves from model to model, striving in the process to continue the balance between keeping customers happy, and maintaining cost levels. We have experienced already three generations of customer service models and we are about to embark on the fourth one, led by the social customer evolution, the convergence between Social CRM and Enterprise 2.0, and an ever-growing adoption of end-to-end processes in the organization. How should customer service align with this new business model? What are the required components to keep and what to discard? How can social channels be used in customer service? Will the new end-to-end process shift the responsibilities in your customer service organization? This session will answer these questions and give you the architecture that your new, evolved, customer service setup should have.

B204 – CRM Solution Sessions
2:45 p.m - 3:30 p.m
See presentations of some of the latest technological developments in CRM from companies at the conference. The specifics of this presentation will be available soon

Harnessing the Consumer Revolution: Eight Steps to Great Customer Experiences
Tom Hanson, Contact Center Solutions Lead - RightNow
Are You Taking Advantage of Complete CRM?
Anthony Lye, Senior Vice President, Oracle CRM - Oracle
Break in the CRM Showcase
3:30 p.m - 4:15 p.m
B205 – Integrating Social CRM With Critical Business Processes
4:15 p.m - 5:15 p.m
Kevin S Ryan, Principal - KSRyan Group
Lisa Larson, Director, Customer Care - Drugstore.com
The first session will cover how Barnes & Noble implemented an integrated community experience to enhance customer relationships, build advocacy in the broader social network, and put the shopping cart in the middle of the discussion. The next presentation will reveal how drugstore.com’s social approach to customer
service is helping to reduce incoming support calls, gain uncensored access to less-obvious issues before they quickly grow out of control, and actually participate in and drive consumers’ conversations to foster product and brand advocacy.

Networking Reception
5:30 p.m - 7:00 p.m
TRACK C
KEYNOTE PANEL: CRM Trends With Industry Leaders
9:00 a.m - 10:00 a.m
MODERATOR: Paul Greenberg, President - The 56 Group & Author, CRM at the Speed of Light
Brad Wilson, General Manager, Microsoft Dynamics CRM - Microsoft
Anthony Lye, Senior Vice President, Oracle CRM - Oracle
Greg Gianforte, CEO and Founder - RightNow
Jujhar Singh, Senior Vice President, Lines of Business - Sales, Service and Marketing - SAP LLC
More details on this presentation will be available soon

Break in the CRM Showcase
10:00 a.m - 10:45 a.m
C201 – Revolutionize Your Strategy With Real-Time Decisioning
10:45 a.m - 11:30 a.m
Aaron Tellier, Director of CRM Strategy, Global Wealth & Investment Management - Merrill Lynch
This session will detail how industry leader Merrill Lynch has transformed its CRM strategy to deliver on the customer-centric business objectives mandated by today’s economic climate. Like other best-in-class companies, Merrill Lynch has established a new process for engaging with customers by providing the most
relevant, retention and service messages at the time when the customer has chosen to interact through inbound customer touch points such as service channels, call centers, interactive voice response, and website. By leveraging interaction management to promote the best next action in real time, Merrill Lynch has dramatically improved cross-sell effectiveness and at-risk customer retention.

C202 – Improve Demand Forecasts
11:45 a.m - 12:30 p.m
Sean Lowe, Managing Director, Endless Vacation Rentals and Revenue Management, Wyndham Exchange and Rentals - Wyndham Exchange and Rentals, part of Wyndham Worldwide
RCI Global Vacation Network is a more than $1 billion-a-year business that helps people swap time-share units and rent private luxury residences all over the world. The company completes more than 3 million transactions a year. See how RCI used predictive analytics to estimate the value of time-share swaps and forecast demand and to communicate information in real time to call-center agents. As a result, the company has more accurate forecasts and is saving $1 million per year. Plus, see how it is able to improve marketing efforts to capitalize on cross-sell and upsell opportunities, as well as to create targeted mailing lists.

Attendee Lunch
12:30 p.m - 1:45 p.m
C203 – Moving to a Cloud Suite
1:45 p.m - 2:30 p.m
James T Lane, Vice President, National Accounts CRM Solutions - UnitedHealthcare
This session will describe what motivated United Healthcare to abandon its 5 year-old CRM on-premises system — after spending approximately $7 million — and outline critical steps the company took to prepare for this aggressive SaaS CRM project. The company’s three strategies for success will be revealed: a limited budget mentality; a leadership team driven to succeed; and a sound design with a sharp focus on the end product. The presenter will also describe a few simple training techniques used to help drive user adoption.

C204 – CRM Solution Sessions
2:45 p.m - 3:30 p.m
See presentations of some of the latest technological developments in CRM from companies at the conference. The specifics of this presentation will be available soon

Connected Experiences: Driving Productivity in Customer Relationships
Brad Wilson, General Manager, Microsoft Dynamics CRM - Microsoft
Why Keep Them Waiting? TOA Technologies Helps Improve Customer Relationships One Appointment At a Time
Yuval Brisker, TOA Technologies

·Learn how to improve your brand during critical in-person customer appointments with experiences that exceed expectations
·Find out how to manage in-house and contractor technicians in real time to create service consistency and maximize efficiency
·Discover what your customers really think about your service, and what they really want, with automated feedback loops
·Find out what long service wait times cost your customers, your brand and your revenue

Break in the CRM Showcase
3:30 p.m - 4:15 p.m
C205 – Assurance for Insurance
4:15 p.m - 5:15 p.m
Jasmine Green, Chief Customer Advocate - Nationwide Insurance
See how, through the implementation of The Farmers Way, an integrated and closed-loop solution, Farmers Insurance found new approaches, tools, and processes to support the entire life cycle of customer service and relationship management from marketing, prospecting, customer acquisition, relationship anagement, new business, cross sales, ongoing service, claims processing, and lifetime retention. The next presentation focuses on Nationwide Insurance, the first insurance company to create the Office of Chief Customer Advocate. This presentation will provide participants with insights on building and using a customer complaint
data system that helps drive business results, using the data to help build associate engagement, and why it matters. The talk will identify the importance of having processes and programming that provides actionable and measurable data in an easy-to-access way.

Networking Reception
5:30 p.m - 7:00 p.m



Complete CRM Sponsor
Platinum Sponsors
CDC Pivotal CRM
Gold Sponsors
Exhibitors
Box.net, Inc.
Tuesday Breakfast Sponsor
Monday Lunch Sponsor
Tuesday Lunch Sponsors
Grand Opening Reception Sponsor
Media Sponsors


Home | Get CRM Magazine | CRM eWeekly | CRM Topic Centers | CRM Industry Solutions | CRM News | Viewpoints | Web Events | Events Calendar
DestinationCRM.com RSS Feeds RSS Feeds | About destinationCRM | Advertise | Getting Covered | Report Problems | Contact Us