August 8 - 10, 2011
Hilton New York
CRM Evolution 2011 - August 8-10, 2011 - Hilton New York
Wednesday, August 10, 2011
Sunrise Sessions
SS4 – Generation Y at Work
8:00 a.m. - 8:45 a.m.
Blake Landau, Blake Landau Consulting
Jon Blum, Chief Illuminator - Infinite Green Consulting

Generation Y's unique work style confuses many employers. In this session, attendees learn about results oriented work and some of the successful tactics from the Best Buy and Carlson companies. Learn how to create a corporate culture that is a win for the employee, management, and customers. Explore how to set the stage for social CRM and create a culture in which employees can be trusted with access to sensitive data. Hear what companies are doing to maximize their workforces, learn how to manage knowledge workers, and how to overcome challenges in this age of social media. 



SS5 – Better Lead Nurturing Techniques
8:00 a.m. - 8:45 a.m.
Henry Bruce, President - Rock Annand Group

Three out of four new leads buy in the next 18 to 24 months, making lead nurturing a necessity. Learn a simple, sound lead nurturing strategy resulting in twice the amount of closed business. Discuss the market trends and challenges B2B firms must overcome to penetrate markets, along with the methodologies, resources, lead management processes and automated tools needed to close. Also learn a "quick-wins" approach so that B2B marketers engage the entire sales team, and a simple approach to execute key content strategies.


SS6 – The Four New P’s of Marketing in Pharma
8:00 a.m. - 8:45 a.m.
John Gardner, President and CEO - Integrative Logic

Pharmaceutical marketers once owned the Four P's-product, placement, price and promotion-but things have changed. Pharmaceutical marketers have lost control. The key to success in this new marketing landscape is a shift from a pharmaceutical-driven, push-based model toward a pull-based model, where desire for information and education drives action. Learn about the new P's: predictive analysis, personalization, peer-to-peer networking, and participation. Discover how progressive pharmaceutical companies will reach the next level of success.

track A - Social CRM
A301 – The Intelligent Contact Center
9:00 a.m. - 9:45 a.m.
MODERATOR: Esteban Kolsky, Founder and President - ThinkJar
Mitch Lieberman, Managing Partner - DRI Global
Charlie Isaacs, VP, eServices and Social Media Strategy, Enterprise Application Group - Alcatel-Lucent
Nitin Badjatia, Director, CX Strategy and Knowledge Solutions - RightNow Technologies
John J Bastone, Global Product Marketing Manager, Customer Intelligence - SAS Institute Inc.

Are you ready for the contact center of the future? Your marketing team is taking advantage of advances in social media monitoring, which make it possible to understand the influence and sentiment of customers in real time. Rapid predictive analytics calculate customer intent regarding purchase, complaint, or compliment. Technology advances allow for a seamless customer experience; are your teams able to keep up? How do these technologies combine to improve customer experience? Will these technologies morph contact center agents into realtime advocates for the customer or overwhelm them with too much data? Come ready to engage with us in a lively discussion on the role technology will play in driving the future of the intelligent contact center.

A302 – The Future of Customer Relationships
10:00 a.m. - 10:45 a.m.
Brian Vellmure, Principal/Founder - Innovantage LLC

The next generation of customers will demand real-time availability of information, products, and services instantly and will expect predictive technology recommendations to extend even beyond real time and provide suggestions for what customers might want next. Explore topics such as reputation, influence, augmented reality, expert networks, ad-hoc supply chains, and what they mean for your company over the next decade. Gain insights to leverage emerging technologies and position your organization to take full advantage as these technologies get ready for prime time.

Break in the CRM Showcase
10:45 a.m. - 11:30 a.m.
track B - CRM
B301 – Using CRM for Integrated Marketing Strategies
9:00 a.m. - 9:45 a.m.
John Johnston, eBusiness Marketing Manager - Volvo Construction Equipment North America, LLC.
Learn how to integrate people, processes, and technologies across the marketing ecosystem to increase effectiveness, improve efficiency, drive marketing performance and marketing ROI. Potential areas of integration include offline and online; social media and traditional media channels; outbound, inbound, and event-triggered campaigns; marketing alignment with sales (lead management) or customer service (retention and loyalty); planning and marketing mix optimization; strategic planning and performance management; and content/asset management.

B302 – The Convergence of CRM and Marketing Automation for SMBs
10:00 a.m. - 10:45 a.m.
Ramon Ray, Editor & Technology Evangelist - Smallbiztechnology.com
Julie Goldman, Founder & CEO - Original Runner Company
Brent Leary, Partner - CRM Essentials
Laurie McCabe, Co-Founder & Partner - SMB Group

CRM and small and medium businesses (SMBs) can reduce the sales cycle, increase revenue and boost lifetime customer value. Participants discuss increasing demand among SMBs to automate multichannel marketing messages using CRM data. The session also covers how one service provider decreased staff time and boosted sales by using both technologies, why CRM is a good thing for SMBs, the increasing demand from small business marketers for more power from their CRM, and how multichannel marketing is making a comeback.

Break in the CRM Showcase
10:45 a.m. - 11:30 a.m.
track C - Deployment Strategies
C301 – Integrated Data and Processes
9:00 a.m. - 9:45 a.m.
MODERATOR: Om Kundu, Industry Strategist
Greg Langston, Vice President of Sales - The Harris Products Group
Kiran Koons, SAP CRM Manager - Bentley Systems
Kristen Woodward, Business Process Manager, Sales & Marketing - Welch Allyn
In this new economy, there is a heightened focus on customer facing activities. Doing business as usual is no longer acceptable. To retain and grow your customer base, it’s critically important to identify your best targets, increase customer satisfaction, and determine the best product mix and pricing strategies to maximize revenue and profits. In this roundtable, customers will share their experiences supporting their best-in-class customer strategies with end-to-end CRM insights and processes.

C302 – Customer Experience 2.0
10:00 a.m. - 10:45 a.m.
Lior Arussy, President - Strativity Group and author author of the book Customer Experience Strategy (2010)

The customer experience movement is evolving. Executives demand a clear plan that delivers ROI. They invested in tools and want results. Welcome to Customer Experience 2.0. In this session, Lior Arussy reviews the strategic framework for customer experience success and shares the mistakes and triumphs in designing and deploying customer experience strategies at the largest companies in the world. With projects impacting more than 150 million customers and 250,000 employees, this session delivers the blueprint for success in Customer Experience 2.0.

Break in the CRM Showcase
10:45 a.m. - 11:30 a.m.
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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