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August 8 - 10, 2011
Hilton New York
CRM Evolution 2011 - August 8-10, 2011 - Hilton New York
Monday, August 8, 2011
Keynote
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.

track A - Social CRM
A101 – Disruption and the Lean, Mean, CRM Machine
10:15 a.m. - 11:00 a.m.
Michael Krigsman, CEO - Asuret, Inc. Columnist for ZDNet; Contributor to Wall Street Journal
Michael Fauscette, Group VP, Software Business Solutions - IDC
John Taschek, VP of Strategy - Salesforce.com
Mitch Lieberman, Managing Partner - DRI Global

The world of CRM has changed profoundly during the past several years. Large, expensive failures are no longer acceptable as a normal state of affairs. New trends, such as the cloud and social, have changed the way users and vendors view the entire CRM landscape. This panel explores how CRM is changing and what it means for both vendors and users.

A102 – Toward the Collaborative Enterprise
11:15 a.m. - 12:00 p.m.
Esteban Kolsky, Founder and President - ThinkJar

The social (r)evolution’s core concepts—collaboration, participation, co-creation, value exchange—are valuable effects of going social. Explore early successes—and failures—and determine the next steps organizations must take to become collaborative enterprises. This is the next challenge. Are you ready? This session provides you with the road map for that journey.

Attendee Lunch
12:00 p.m. - 1:15 p.m.
Anthony Leaper, Senior Vice President, Enterprise Social Software Business Unit - SAP

A103 – Merging CRM With SCRM
1:15 p.m. - 2:00 p.m.
MODERATOR: Jim Berkowitz, CRM Technology Coach & Digital Marketer - CRM Mastery, Inc.
Esteban Kolsky, Founder and President - ThinkJar
Brent Leary, Partner - CRM Essentials
R "Ray" Wang, Principal Analyst & CEO - Constellation Research, Inc. CRM Magazine Advisory Board, Forbes Blog Contributor, Harvard Business Review Contributor, Investor in Altimeter Group
Denis Pombriant, Managing Principal - Beagle Research Group, LLC CRM Magazine Columnist

This panel discussion focuses on the burgeoning social CRM technology marketplace and how it may integrate with more traditional B2B and B2C data(base)-oriented solutions. The panel explores how to integrate activity streams into CRM solutions and discusses who is doing it right. Discussions also cover core SCRM features and functionality that should be integrated within traditional CRM solutions, B2B, and B2C. Attendees also get to talk about the most impressive new technology solutions for managing social media efforts.

A104(a) – Customer-Focused Sales and Service
2:15 p.m. - 2:35 p.m.
Tamara Gruzbarg, Director of Customer Analytics and Research at Gilt Groupe

Learn how Gilt Groupe, which needed a better way to gather, analyze and report customer data, looked to SAS for a powerful, flexible analytics solution that didn’t require a large staff and could easily grow with the company.

 

A104(b) – Integrated CRM
2:40 p.m. - 3:00 p.m.
Raju Vegesna, Evangelist - Zoho

To run effectively, a business needs to integrate disparate applications. What if there were a single vendor offering all of these required pieces? What if all of the software were well-integrated and available for an affordable price? This discussion shows examples of how such an CRM integrated solution would look.

A105 – Addressing Key Challenges in Social CRM Adoption
3:15 p.m. - 4:00 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

Learn about the 10 key challenges in Social CRM (SCRM) adoption and how they match up to SCRM maturity models. Find out what leading companies are doing to address these challenges and move forward to drive SCRM success. Walk through the tough questions every practitioner faces.

A106 – How Social Media Changed Customer Communication
4:15 p.m. - 5:00 p.m.
Frank Eliason, Senior Vice President of Social Media - Citibank
Social media is revolutionizing the way companies do business, from product development and marketing to sales and customer support. One click, and unfiltered customer feedback— good and bad—reaches thousands of friends and followers. Your customers are actively embracing social media. Is your front line engaged and listening? Learn how to train employees to interact with customers through social media tools, important policies and procedures to consider, how to use employee accounts to humanize the brand, privacy pitfalls, and more.

CRM Showcase Grand Opening Reception
5:00 p.m. - 7:00 p.m.
track B - CRM
B101 – Is CRM 2.0 Delivering Revenues?
10:15 a.m. - 11:00 a.m.
Jim Dickie, Managing Partner - CSO Insights

While the majority of firms implement a core CRM system, only a minority claim that CRM usage helps increase revenue. Using case study examples, attendees explore how CRM 2.0 applications such as lead generation management, sales intelligence, compensation management, sales collaboration, sales knowledge management, and sales analytics help increase revenues by up to 52% per sales representative by increasing win rates by 23%, shortening sell cycles by 28%, increasing cross-selling and up-selling by 80%, and more.

B102 – Sales Effectiveness 2011: How to Make Sense of the Technology
11:15 a.m. - 12:00 p.m.
Peter Ostrow, VP and Research Group Director, Customer Management - Aberdeen Group a Harte-Hanks Company

So many technologies are available to sales and operations leaders that choosing which ones and how to integrate them is a challenge practically and financially. Based on objective input from thousands of end users, participants can become familiar with the range of sales technology options and learn how to improve quota attainment, deal size, revenue growth, and more.

Attendee Lunch
12:00 p.m. - 1:15 p.m.
Anthony Leaper, Senior Vice President, Enterprise Social Software Business Unit - SAP

B103 – Defining the Role of Content in the CXM Ecosystem
1:15 p.m. - 2:00 p.m.
Stephen Powers, Vice President and Research Director - Forrester Research

A new class of software solution is emerging from a variety of content management, eCommerce, and marketing technology solutions. To manage cross-touchpoint customer experiences, vendors like Autonomy, Adobe, IBM and more have built or acquired solutions from these categories, as well as others like site-search, testing and optimization, personalization, and customer service / interaction management. The goal? To support targeted experiences—both automated and rule-driven—across multichannel digital experiences as well as offline points of contact such as call centers and stores/branches. Organizations use increasingly complex cross channel strategies to drive customer response, and more will take advantage of customer experience management (CXM) solutions—particularly in the online channels—to drive optimized experiences, improve service levels, and increased sales. Content management solutions will provide an important foundation for CXM, and will need to integrate with other applications to form CXM solutions.

B104(a) – Go Mobile With SalesNOW From AT&T
2:15 p.m. - 2:35 p.m.
Allen Froese, Director, Carrier Relations, AT&T, Interchange Solutions, SalesNOW - AT&T
Bob Pogue, Director - C5 Communications

 

Join AT&T to learn how AT&T customers are deploying SalesNOW to provide real-time access to customer information and to help its customers stay more connected with their sales teams and manage their businesses more effectively.

 

B104(b) – Driving Bottom-Line Results Through Customer Centricity
2:40 p.m. - 3:00 p.m.
Stephen Kraus, Senior Director, Product Marketing - Pegasystems

 

Are you struggling to maximize the value of your customer? If so, you are not alone. Most companies are unable to manage their customers across channels, productlines, operational silos, and the customer life cycle. Join us to learn how companies such as Amerigroup and Orange are leveraging technology to capture and execute their business objectives, deliver personalized interactions, and increase automation to maximize customer value.

 

B105 – Market, Sell, and Service Through Mobile
3:15 p.m. - 4:00 p.m.
Fabio Mittelstaedt, Associate Principal - Accenture

Consumers use mobile devices to compare prices, pay bills, and more. Find out how to build a mobile strategy for customers and increase wallet share. Learn customer habits and attitudes toward mobile services—the new “mobile customer analytics intelligence.” How does a new iPhone application fit into customer relationship strategy? Are service channels adapted to the service? Get a practical knowledge of the customer, retail business and go-to market strategies, sales channel conflicts, company processes, integration of mobile technology, and more. Use mobile to market, sell, and service customers, and extend your reach everywhere.

B106 – The New Face of Commerce, Customer Experience Redefined
4:15 p.m. - 5:00 p.m.
Michael Fauscette, Group VP, Software Business Solutions - IDC

The resurgence of ecommerce, a focus on customer experience, the proliferation of context-aware mobile apps, and the emergence of new social tools are redefining commerce. New technologies and increased customer expectations are leading to a hybrid of social, mobile, online and brick-and-mortar options. Trace the evolution of this commerce experience, and look at emerging technologies enabling businesses to build and manage positive customer experiences. Dive into the possibilities as these technologies mature and businesses learn to engage the social customer.

CRM Showcase Grand Opening Reception
5:00 p.m. - 7:00 p.m.
track C - Deployment Strategies
C101 – Executive Boot Camp, Part 1— CRM Definition
10:15 a.m. - 11:00 a.m.
Barton J Goldenberg, President - ISM, Inc.

Part 1 walks you through the CRM definition (a business approach that provides sales, marketing, customer service, ecommerce, and business analytics tools and techniques to support an organization’s customer-centric strategy), digs into the current people/process/technology CRM components, and describes emerging CRM trends including social CRM, mobile CRM, CRM cloud computing, and multichannel CRM.

C102 – Executive Boot Camp, Part 2— CRM Strategy and Value Proposition
11:15 a.m. - 12:00 p.m.
Barton J Goldenberg, President - ISM, Inc.

In Part 2, we continue the Executive Boot Camp by discussing how to formulate your CRM strategy, including a discussion of the key components of a successful CRM strategy. We next move onto the CRM value proposition (greater productivity, lower costs, stronger employee morale, enhanced customer knowledge, higher customer satisfaction, improved customer loyalty/retention, superior decision making), and finish with a discussion of the CRM business case.

Attendee Lunch
12:00 p.m. - 1:15 p.m.
Anthony Leaper, Senior Vice President, Enterprise Social Software Business Unit - SAP

C103 – Executive Boot Camp, Part 3— Making CRM Happen
1:15 p.m. - 2:00 p.m.
Barton J Goldenberg, President - ISM, Inc.

In Part 3, we examine the eight elements that drive successful CRM implementation, including a structured approach (“topdown/ bottom-up” methodology), data standards and integrity, executive leadership, meaningful change management, effective communications, continuous training, champion program, and compelling incentives. We conclude the Executive CRM Boot Camp by digging into leading CRM executive issues that every executive should master: executive leadership, obtaining and maintaining user interest, integrating people/process/technology, and managing your software vendor/integration partners.

C104(a) – CRM at CareerBuilder
2:15 p.m. - 2:35 p.m.
Mark Williams, CRM Manager - CareerBuilder

Learn how CareerBuilder grew from 200 to nearly 1,500 employees and how it capitalized on its Pivotal CRM system to help organize the sales force and get the hottest leads to the sales teams quickly and efficiently. Mark Williams talks about the critical role of data in driving its program and how to keep sales reps focused on the most critical opportunities.

C104(b) – Selling Success in the Age of Customer Intimacy
2:40 p.m. - 3:00 p.m.
Ken Wincko, Senior Director, Marketing - Dun & Bradstreet

The more you know about your prospects and customers, the better prepared you’ll be to address their unique challenges—and the more prosperous your business will become. To effectively target and nurture, you need an accurate and complete view of your prospects and customers. Learn how you can improve prospecting results, drive higher cross-sell, enhance sales team effectiveness, leverage social media and news information, and develop and maintain a 360-degree view of customers and prospects.

 

C105 – Select the Right CRM for Your Business
3:15 p.m. - 4:00 p.m.
Art Hall, Director, Strategy and Performance Improvement - Alvarez & Marsal Business Consulting LLC President, CRM Association, Atlanta Chapter

In this presentation, learn the methods for selecting a CRM solution that aligns with your business. Discover how a major travel and entertainment brand handled a challenging CRM dilemma. Learn why confirming your business and technology requirements prior to CRM selection is so important, what questions to ask CRM providers during the vetting and preselection process, key CRM vendor considerations, and more.

C106 – CRM Helps NYC Schools Reform
4:15 p.m. - 5:00 p.m.
Amrit Singh, Deputy Executive Director, Product Development, Division of Strategy and Innovation - NYCDOE, New York City Public Schools
John-Michael C. Knowles, Director, Education & Public Sector - Acumen Solutions
New York City Public Schools leads education reform, tracking success with a CRM platform. The future of education lies in a real-time CRM solution providing insight into mastery of standards and instruction efficacy. This session shows how teachers drill down in real time to measure student performance and adjust curriculum. Learn how the system has been able to improve efficiency and save employee time and see metrics on how the system improved reading skills in New York.

CRM Showcase Grand Opening Reception
5:00 p.m. - 7:00 p.m.
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Exhibitors


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