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CRM Evolution 2010 - August 2-4, 2010 - Marriott Marquis, New York, NY
Final Program
CRM Evolution 2010 - Wednesday, August 4, 2010
TRACK A
A301 – Streamline Service Delivery
9:00 a.m - 9:45 a.m
Mr. John Roddy, Sr. VP / CLO Arhaus Furniture - Arhaus Furniture CTP
Arhaus Furniture will demonstrate how it has streamlined its delivery workforce and quickly produced significant return on investment. Using advanced tools for planning, routing, dispatching, and predictive customer communications, Arhaus will explain how it is saving an average of $10,000 per driver, annually Attendees will learn how Arhaus Furniture uses technology to increase workforce capacity by routing drivers/technicians to appointments efficiently and quickly delivering products to the customer; how the company cut costs by reducing the number of drivers needed for appointments and managing communications between the driver, call center, and the customer; and the importance of narrowing service windows and optimizing routing to save millions of dollars and improve customer service.

A302 – Managing Multinational CRM Projects
10:00 a.m - 10:45 a.m
Jesus Hoyos, Founder - JesusHoyos.com Managing Partner, Solvis Consulting, LLC
Many multinational companies are deploying CRM projects in different markets using different approaches, from traditional waterfall development cycle to the new Scrum methodology. This lecture will explore the differences in methodologies when deploying worldwide CRM projects. But change management, collaboration, and local cultural aspects are also key elements. And let’s not forget the Social CRM aspect, besides looking at multilanguage capabilities, roll-up forecasting multiregion reports, multilevel security, role-based access, global opportunities, and territory management, among others.

Break in the CRM Showcase
10:45 a.m - 11:30 a.m
CLOSING PANEL: CRM and Social CRM— Bringing It All Together
11:45 a.m - 12:30 p.m
MODERATOR: Paul Greenberg, President - The 56 Group & Author, CRM at the Speed of Light
Brent Leary, Partner - CRM Essentials
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 companies which are in this from different areas. How are they 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
B301 – The Hidden Dangers of Your Social Media Strategy
9:00 a.m - 9:45 a.m
Art Hall, Director, Strategy and Performance Improvement - Alvarez & Marsal Business Consulting LLC President, CRM Association, Atlanta Chapter
Cost pressures never go away for the contact center practice leader, as many face key decisions about how to do more with less. In some instances, improved efficiency and a lower costbase come at a painful price — the isolation and eventually defection of key customers. Is there a way to optimize contact centers without sacrificing the customer experience? In this session, delegates will learn how to improve their contact center optimization efforts by targeting and eliminating “nuisance” contacts, improving scorecards, and developing an organization that incorporates analytics and intelligence.

B302 – PANEL: Social Engagement Tools
10:00 a.m - 10:45 a.m
MODERATOR: Mr. Marshall F. Lager, Managing Principal - Third Idea Consulting
Sanjay Dholakia, CEO - CrowdFactory
Chris Morace, SVP of Products - Jive Software
David Alston, VP, Marketing - Radian6
Katy Keim, CMO - Lithium Technologies
Lithium, Radian6, Jive

This session will address the strategies of some of the leading social media vendors and how they are helping organizations address new trends in customer engagement.

Break in the CRM Showcase
10:45 a.m - 11:30 a.m
CLOSING PANEL: CRM and Social CRM— Bringing It All Together
11:45 a.m - 12:30 p.m
MODERATOR: Paul Greenberg, President - The 56 Group & Author, CRM at the Speed of Light
Brent Leary, Partner - CRM Essentials
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 companies which are in this from different areas. How are they 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
C301 – How the City of New York Delivers Customer Service, Part 1
9:00 a.m - 9:45 a.m
Saadia Chaudhry, Call Center Director, 311 - City of New York
Over the past year, economic realities across the country have forced private sector and municipalities to cut costs. The impact of budget pressures on city services and 311 in particular will be covered in this session. The next session will cover customer expectations. Why are they calling? What do they want? And, how do we deliver? Later in the day, attendees will also be able to visit and tour the NYC311 customer service center in Manhattan, the largest municipal customer service operation in North America.

C302 – How the City of New York Delivers Customer Service, Part 2
10:00 a.m - 10:45 a.m
Chenda Fruchter, Assistant Commissioner, 311 Customer Service Center - City of New York
James Perazzo, Director of Business Development and Performance Management - City of New York
The first session will explore the impacts of social media tools on the government sector, using New York City’s adoption of social media from microblogging to picture-sharing, as a framework. The next presentation will reveal how New York City has introduced and expanded its business intelligence approach and capabilities as part of Mayor Bloomberg’s goal of transparency and openness in city government. From concept to desktop dashboard in 4 years, the NYC311 Analytics program is a model example of how to approach, create, design, develop, implement, and ultimately use CRM analytics.

Break in the CRM Showcase
10:45 a.m - 11:30 a.m
CLOSING PANEL: CRM and Social CRM— Bringing It All Together
11:45 a.m - 12:30 p.m
MODERATOR: Paul Greenberg, President - The 56 Group & Author, CRM at the Speed of Light
Brent Leary, Partner - CRM Essentials
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 companies which are in this from different areas. How are they 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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