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CRM Evolution 2012 Presentations
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Monday, August 13, 2012

Keynote
Become Preferred: Up-Level the Brand Experience
Track A
A101: CRM 2.0 for Sales Management
A102: From Traditional Marketing to “Revenue Marketing”
A103: Increase Sales and Marketing Effectiveness Through an Improved Customer Engagement Process
J. Paul Kelly - A103_Kelly.pdf
A104: CRM Solution Sessions
A105: Lead Management: A Hit in Professional Sports
A106: The Future Role of Marketing in the Retail Store
Nikki Baird - A106_Baird.pptx
Track B
B101: Evaluating Technologies for the Extended Customer Service Ecosystem
Kate Leggett - B101_Leggett.pdf
B102: Overcome Voice-of-the-Customer Obstacles
Patrick Gibbons - B102_Gibbons.pdf
B103: Provide Top-Notch e-Commerce Customer Service and Support
B104: CRM Solution Sessions
B105: Insight and Agility for Today’s Contact Center
B106: How NYC311 Is Shifting From a Call Center to a Multichannel Source for Information
Joseph Morrisroe - B106_Morrisroe.pptx
Track C
C101: Executive Boot Camp, Part 1— The New Era of CRM
C102: Executive Boot Camp, Part 2— Leveraging Social Media to Advance CRM Efforts
C103: Executive Boot Camp, Part 3— Making Social CRM Happen
C104: CRM Solution Sessions
C105: Common Pitfalls and Misconceptions About Customers
Scott Rogers - C105_Rogers.pptx
C106: How to Select a CRM Vendor
Pozil & Berkowitz - C106_Pozil.pptx

Tuesday, August 14, 2012

Sunrise Discussions
SD1: Practitioners Panel
SD2: Breakfast With the Influencers Panel
SD3: How to Present and Sell CRM Internally
Keynote Panel
CRM Leader Panel
Track A
A201: The Facts About Social Business Adoption
A202: Creating Legendary Business Relationships With a Personal Social CRM System
A203: Social Community Investments: Best Practices and ROI Benchmarks
A204: CRM Solution Sessions
A205: Recipes for Success in Social Community Management
Brian Kling - A205_Kling.pdf
Track B
B201: Transform Customer Experiences: The Smart Way to Implement Process-Centric CRM
B202: CRM Leadership as a Key Differential Value for Customer Centricity
B203: Evolve to a Customer Experience Business
Olson & Schroeder - B203_Olson.pptx
Schroeder & Olson - B203_Schroeder.pptx
B204: CRM Solution Sessions
Helen Iron - B204_Iron.pps
Wes Hayden - B204_Hayden.pptx
B205: Lessons in CRM Change Management
James Lane - B205_Lane.ppt
Track C
C201: Is Your CRM Reporting Helping You Innovate?
Rosemary M. Amato - C201_Amato.pdf
C202: Leverage Innovation Management for Competitive Advantage
C203: Demystifying Enterprise Gamification—Real Case Studies, Real Results
C204: CRM Solution Sessions
C205: It’s More Than the Walk— Why the Talk Matters Too

Wednesday, August 15, 2012

Sunrise Discussions
SD4: Customer Service Using Social: Trends, Analysis, and Guidelines
SD5: The Making of a CRM Idol
Katerina Kostereva - SD5_Kostereva.pptx
Track A
A301: How Amazon Became the Customer Engagement Model for Social Commerce
A302: The Social Engagement Journey
Track B
B301: Business Transformation in the Cloud
B302: CRM, the Cloud, and Contracting Best Practices
John Pavolotsky - B302_Pavolotsky.pdf
Track C
C301: Personalization’s New Age: Bridging the B2C and B2B Gap With Engaging User Experiences
C302: Welcome to the CRM Mobile Revolution
Closing Keynote
CRM in Baseball
Connect with CRM Evolution 2012
#CRMe12

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