August 8 - 10, 2011
Hilton New York
CRM Evolution 2011 - August 8-10, 2011 - Hilton New York
Monday, August 8, 2011
WELCOME AND OPENING KEYNOTE: Responding to the Voice of the Constituent/Customer
9:00 a.m. - 10:00 a.m.
David Gergen, Senior Political Analyst - CNN and Former Adviser to four U.S. presidents, and Author of the best-selling book Eyewitness to Power: The Essence of Leadership, Nixon to Clinton

The internet, mobile devices, and social media are having such a profound effect on the way people acquire and share information that it’s changing the course of history. From the latest U.S. presidential and congressional shift to political unrest in the Middle East, an inescapable truth has emerged: People want to be heard and they want the governments and organizations that serve them to respond to their needs. Failing to do so, as recent events have shown, can inspire a severe backlash that threatens a change in leadership and government stability. Drawing on his extensive political experience and acumen, David Gergen will explain why this is happening and how businesses can avoid the mistakes of government leaders.

Tuesday, August 9, 2011
KEYNOTE PANEL: Innovative Social Strategies
9:00 a.m. - 10:00 a.m.
MODERATOR: Marshall F. Lager, Managing Principal - Third Idea Consulting
Paul Greenberg, Managing Principal - The 56 Group, LLC & Author, CRM at the Speed of Light
R "Ray" Wang, Founder and Principal Analyst - Constellation Research, Inc. CRM Magazine Advisory Board, Harvard Business Press Best Selling Author, Harvard Business Review Contributor, Investor in Altimeter Group
Brian Solis, Principal Analyst - Altimeter, a Prophet company

There is an incredible amount of hype around the need for organizations to have a “social strategy,” but what is this? Why is it so important? How does it leverage the social interactions going on among customers, brand influencers, strangers, and others in channels the company doesn’t control? Who’s done it well? Listen to experts explain how you can build a successful social strategy for your company that incorporates culture change, process transformation, and even changes to compensation. Come prepared to take notes from this all-star panel!

Wednesday, August 10, 2011
CLOSING PANEL: Delivering on SCRM’s Promise
11:45 a.m. - 12:30 p.m.
Brent Leary, Partner - CRM Essentials

Social CRM, along with its promise of better customer interactions and insight, has been hyped for several years. Now that it has caught mainstream attention, social CRM solutions must prove their worth by meeting and exceeding ROI expectations. Which companies have the most impressive social CRM deployments, yielding significant returns on their technology investments? What will the next phase of social CRM look like? What kind of additional value can we expect to see out of social CRM solutions in the next 6 to 12 months? How will they integrate with traditional CRM solutions? After this presentation, Paul Greenberg, president of The 56 Group, will join Brent for a live episode of CRM Playaz.

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