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Tuesday, August 14, 2012
Sunrise Discussions
SD1 – Practitioners Panel
8:00 a.m. - 8:45 a.m.
MODERATOR: Brian Vellmure, Principal/Founder - Innovantage
Eugene Kogan, Deputy Director, Knowledge Management & Information Technology - Rainforest Alliance
Randy Rubingh, Director of Customer Service - StubHub
Lauren Vargas, Director of Social Media and Community Strategy, Enterprise Marketing - Aetna
Success stories in CRM and social CRM abound and are growing at an increasing rate. But what isn’t as clear are the reasons for success. Hearing the stories is great, but hearing why they succeeded is even better. Join this session to explore how these major brands and organizations were able to do the right thing. Hopefully, after hearing them, you will too.

SD2 – Breakfast With the Influencers Panel
8:00 a.m. - 8:45 a.m.
MODERATOR: Paul Greenberg, President - The 56 Group & Author, CRM at the Speed of Light
Michael Fauscette, Group VP, Software Business Solutions - IDC
Esteban Kolsky, Founder and President - ThinkJar
Marshall F. Lager, Managing Principal - Third Idea Consulting
Brent Leary, Partner - CRM Essentials
Natalie Petouhoff, Vice President and Principal Analyst - Constellation Research, Inc.

An informal, early morning session over breakfast with a panel of highly influential CRM practitioners answers the questions you (and Paul) have. Meet and hear them speak on CRM-related subjects of your choosing.

SD3 – How to Present and Sell CRM Internally
8:00 a.m. - 8:45 a.m.
Rick McCutcheon, President - Full Contact Selling Certified Sales Professional, Dynamics CRM MVP

Many CRM leaders and project managers struggle with getting buy-in for their CRM projects and long-term support from business management and end users. This session helps attendees learn the true value of CRM to their organizations and provides them with a strategy to help sell CRM internally. This session is based on the integration of the best practices in business processes, people skills development, and CRM and complementary technologies.

Keynote Panel
CRM Leader Panel
9:00 a.m. - 10:00 a.m.
MODERATOR: Paul Greenberg, President - The 56 Group & Author, CRM at the Speed of Light
Anthony Lye, Senior Vice President, Oracle CRM - Oracle
Larry Augustin, CEO - SugarCRM
Andrew Joiner, CEO - Autonomy's Promote Business
John Wookey, EVP of Social Applications - Salesforce.com
Bob Stutz, Corporate Vice President - Microsoft Dynamics CRM
Anthony Leaper, Senior Vice President, Enterprise Social Software Business Unit - SAP

CRM has undergone dramatic changes in the past two years. Social CRM is the de facto standard for CRM, customer experience is at the forefront of conversation; customers are impacting businesses, and influencing purchase decisions at an unprecedented level. To keep up with this, you need to have strategy, programs, processes, and the technology to enable those.  Want to know what to do? Listen to and interact with six of the leading CRM software senior executives. Ask them anything—CRM-related, of course.

track A
Break in the CRM Showcase
10:00 a.m. - 10:45 a.m.
A201 – The Facts About Social Business Adoption
10:45 a.m. - 11:30 a.m.
Esteban Kolsky, Founder and President - ThinkJar

Who is doing social business, and how? What are the lessons learned so far, good and bad, and how do they apply to your organization? What is the future of social business? How can you justify a social business deployment in your organization? When is the best time to start and advance social business adoption? To answer these questions, Beagle Research and ThinkJar crafted a social business adoption study, conducted in the first and second quarters of 2012 among leading businesses. Attend this session to get the answers to these questions.

A202 – Creating Legendary Business Relationships With a Personal Social CRM System
11:45 a.m. - 12:30 p.m.
Frank Falcone, Executive Program Director, Rotman Centre for CRM Excellence - University of Toronto

Millions of people suffer from “follow-up failure.”People often forget or neglect business relationships. On average, business professionals manage 125-plus relationships across various social networks and CRM systems, and it’s becoming harder to track and stay in touch with business contacts. Attend this session to learn about the newest tools and strategies that business professionals can use to manage their business social graph.

Keynote Lunch: Enhancing Customer Experience Interaction Management
12:30 p.m. - 1:45 p.m.
Valentine Matula, Senior Director, Multimedia Research - Avaya

Exceeding your customers’ expectations can be a challenge in one channel, let alone many. So, how can you optimize multi-channel interactions? Join Dr Valentine Matula, Senior Director, Multimedia Research at Avaya, as he reviews collaboration technologies that enable you to see what is happening, and provide you with resources to improve the experience of customers, wherever they engage.

A203 – Social Community Investments: Best Practices and ROI Benchmarks
1:45 p.m. - 2:30 p.m.
Leslie Ament, SVP Research & Principal Analyst - Hypatia Research Group

Do you want to deploy social communities that provide a tangible ROI, create a business use case that aligns with corporate objectives, or balance costs with sourcing expertise? HRG will share best practices and pragmatic tips to help your organization get the most out of social forums to facilitate innovation and manage your brand, incorporate the social channel for customer service, and engage and influence customers' propensity to purchase.

A204 – CRM Solution Sessions
2:45 p.m. - 3:30 p.m.
A 360-Degree View of Your Customer
Raju Vegesna, Evangelist - Zoho

It is not just enough to maintain contact information of your customer in your CRM system. Customer information spans multiple applications — CRM, Marketing, Accounting, Email, Social and more. This session talks about how you can connect various systems to know more about your customers

Social Customer Service: The Pivotal Driver of the Social Enterprise
Natalie Petouhoff, Vice President and Principal Analyst - Constellation Research, Inc.
Ann Ruckstuhl, SVP & CMO - LiveOps

Right this second, social consumers are discussing your brand in social networks. How many of your competitors are responding? How many customers have you lost because you’re not a social enterprise? If you want to stop customer churn, increase revenue, and decrease costs, this session is mission-critical. Ideal for CRM, customer service, contact center, marketing, and social decision makers, attendees hear lessons learned by companies that transformed their business with social customer service and became a social enterprise. It looks at how to get started, how to get other stakeholders to buy in, the new CRM, and the important role of the customer service contact center.

Break in the CRM Showcase
3:30 p.m. - 4:15 a.m.
A205 – Recipes for Success in Social Community Management
4:15 p.m. - 5:15 p.m.
Brian Kling, Community Strategist, Customer Service & Support - Autodesk
Lauren Vargas, Director of Social Media and Community Strategy, Enterprise Marketing - Aetna
The key to leveraging social media is setting reasonable and realistic expectations. The first presentation reveals how Autodesk balances company and customer collaboration to effectively answer customer questions, including using feedback for benchmarking success. The next presentation explores how Aetna is integrating community management into its business through a three-pronged approach: policy, process, and education. Discover the items and strategies Aetna is creating to succeed in a heavily regulated industry.

NETWORKING RECEPTION
5:30 p.m. - 7:00 p.m.
Sponsored By

Mingle with exhibitors, speakers, and conference attendees while enjoying good food and drinks.

 

 

track B
Break in the CRM Showcase
10:00 a.m. - 10:45 a.m.
B201 – Transform Customer Experiences: The Smart Way to Implement Process-Centric CRM
10:45 a.m. - 11:30 a.m.
William Band, VP & Principal Analyst - Forrester Research

Leading organizations embrace business process methodologies—supported by process-centric IT platforms—that drive rapid process change, increased business engagement, and dramatic improvements in worker productivity. Based on interviews with 24 user companies, solutions vendors, and professional services organizations, this session defines four key strategies for moving to process-centric CRM and describes more than 40 critical best practices to make them stick. A self-diagnostic tool is shared that you can use to pinpoint the best opportunities for success and the pitfalls to avoid.

B202 – CRM Leadership as a Key Differential Value for Customer Centricity
11:45 a.m. - 12:30 p.m.
Silvana Buljan, Founder and Managing Director - Buljan & Partners Consulting

CRM professionals have traditionally spent more time on process improvement and system support than on customer experiences. However, customer experience is a key determinant of loyalty. That’s why it’s essential for organizations to hire and train the right people to create positive customer experiences. This session shows the importance of tying CRM leadership into the HR strategy and talent development.

Keynote Lunch: Enhancing Customer Experience Interaction Management
12:30 p.m. - 1:45 p.m.
Valentine Matula, Senior Director, Multimedia Research - Avaya

Exceeding your customers’ expectations can be a challenge in one channel, let alone many. So, how can you optimize multi-channel interactions? Join Dr Valentine Matula, Senior Director, Multimedia Research at Avaya, as he reviews collaboration technologies that enable you to see what is happening, and provide you with resources to improve the experience of customers, wherever they engage.

B203 – Evolve to a Customer Experience Business
1:45 p.m. - 2:30 p.m.
Brian Olson, Director of Customer Solutions - Mosaic
Kurt Schroeder, Prinicipal of Growth Strategies, Business & Technology Consulting - Baker Tilly

Faced with increased competition in a commoditized market and a changing customer landscape, Mosaic, the world’s leading crop nutrition company, knew it had to compete on more than just price and delivery. Learn how Mosaic successfully grew wallet share (from 45 percent to 68 percent) and doubled the adoption of premium products among its strategic customers by creating a differentiated customer experience through a global cloud based CRM solution.

B204 – CRM Solution Sessions
2:45 p.m. - 3:30 a.m.
BPM+CRM Synergy to Boost Business Efficiency
Helen Iron, Business Development Executive - BPMonline UK

The concept of business process management (BPM) isn’t new, but its role and potential for supporting sales, marketing, and service have skyrocketed in the past few years. The main values of BPM+CRM for a business are to drive innovations, boost implementation of best practices, streamline internal communication, improve customer experience, and automate routine, time-consuming tasks.

Surviving Self-Service Dead Ends — Creating Customer Loyalty by Building a Multichannel Conversation Bridge
Wes Hayden, CEO - Virtual Hold Technology (VHT)

Self-service is brilliant when it works, in the moment, to help customers achieve their goals with your organization. But what happens when they run out of options and run into a self-service dead end? Don’t make your customers start all over, repeat account information, or wait on hold. Learn about how a multichannel conversation strategy can bridge the loyalty gap between you and your customers.

Break in the CRM Showcase
3:30 p.m. - 4:15 a.m.
B205 – Lessons in CRM Change Management
4:15 p.m. - 5:15 p.m.
James Lane, VP - UnitedHealthcare
Banafsheh Ghassemi, American Red Cross
The first presentation delivers real-life and practical lessons of organizational change management that have been learned, tested, and iterated in various organizations, which have yielded the highest levels of CRM adoption as a business strategy. Next, see how United Healthcare outlines a specific prescription for changing corporate culture, which includes establishing a shared vision with senior leadership, leading with courage, delivering real value to users, and techniques such as building effective communication strategies and developing strong emotional intelligence skills.

NETWORKING RECEPTION
5:30 p.m. - 7:00 p.m.
Sponsored By

Mingle with exhibitors, speakers, and conference attendees while enjoying good food and drinks.

 

 

track C
Break in the CRM Showcase
10:00 a.m. - 10:45 a.m.
C201 – Is Your CRM Reporting Helping You Innovate?
10:45 a.m. - 11:30 a.m.
Rosemary M. Amato, Program Director, Global Client Intelligence, Former Global Enterprise Risk Services Knowledge Management Leader - Deloitte Touche Tohmatsu Limited CMA, CISA, CPA

Many companies still focus CRM systems on reporting historical events. What revenues were produced last week? How many orders were received last month? Who is the contact for financial information at the customer? What stage is an opportunity in? The challenge, however, is to get CRM reporting to be more innovative, and to focus on things you can influence. Social media tools can help you innovate and link historical information to other information that may help you recognize trends. Find out how by attending this session.

C202 – Leverage Innovation Management for Competitive Advantage
11:45 a.m. - 12:30 p.m.
Michael Fauscette, Group VP, Software Business Solutions - IDC

In a highly dynamic, global, hyperconnected and hypercompetitive business environment where new companies and new business models can pop up almost overnight, innovation, in both product/service and business models, is becoming a key differentiator. Often companies target innovation processes only in R&D or product/service development, ignoring the other areas and constituents in the business that would benefit from involvement in the innovation process. Culture and management style can facilitate the process or prevent it, and leadership is essential for the success of any innovation program. Underneath those cultural changes, however, is an emerging set of software tools and processes that can help facilitate new, and highly effective, techniques for managing the innovation process. Attend this session to learn how to foster an innovative environment at your organization.

Keynote Lunch: Enhancing Customer Experience Interaction Management
12:30 p.m. - 1:45 p.m.
Valentine Matula, Senior Director, Multimedia Research - Avaya

Exceeding your customers’ expectations can be a challenge in one channel, let alone many. So, how can you optimize multi-channel interactions? Join Dr Valentine Matula, Senior Director, Multimedia Research at Avaya, as he reviews collaboration technologies that enable you to see what is happening, and provide you with resources to improve the experience of customers, wherever they engage.

C203 – Demystifying Enterprise Gamification—Real Case Studies, Real Results
1:45 p.m. - 2:30 p.m.
R "Ray" Wang, Founder and Principal Analyst - Constellation Research, Inc. CRM Magazine Advisory Board, Forbes Blog Contributor, Harvard Business Review Contributor, Investor in Altimeter Group

Enterprise gamification will take the market by storm in 2012. By creating triggers through both monetary and nonmonetary incentives among customers, employees, partners, suppliers, and other interested parties, organizations can secure sustainable engagement and drive business outcomes, such as improved marketing response from external communities, sustained long-term customer loyalty, increased collaboration among internal teams, and more knowledgeable and productive employees. Join this session to hear about real case studies of what’s worked and why.

C204 – CRM Solution Sessions
2:45 p.m. - 3:30 a.m.
Life Is a Game, Are you Playing? Four Reasons to Explore Gamification Strategies
Jim Telepak, Senior CRM Solutions Architect, Software and Cloud Services - Avanade

This session will show how Avanade is building immersive gaming experiences for Contact Center CRM systems by integrating Gamification themes in Dynamics CRM with Microsoft Customer Care Accelerator. Gamifying can deliver behavior change by providing instant feedback and tracking customer interactions but also attaching metrics that enable agents to know when they are doing well and how they can improve. We will also discuss four key reasons for you to explore and apply gaming principles and strategies.

The Customer’s Journey — Are You in the Driver’s Seat? Leverage Multi-Channel Service for Profitable Customer Relationships
James Norwood, Chief Marketing Officer - KANA

Customer service is no longer just about post-sales support. Marketing, sales and support are coming together in an unprecedented way to provide an enjoyable, end-to-end customer experience that is consistent across the customer journey of product discovery, evaluation, purchase and use. In order to deliver this experience, we can no longer work in departmental, system, channel or knowledge silos. We need to deliver a unified experience that transcends departmental and system boundaries, leveraging unified knowledge to deliver a contextual, consistent and effective experience across all channels.

Break in the CRM Showcase
3:30 p.m. - 4:15 a.m.
C205 – It’s More Than the Walk— Why the Talk Matters Too
4:15 p.m. - 5:15 p.m.
Rich Toohey, VP, Rewards Member Experience - Marriott International
As communication channels proliferate and customer communication preferences evolve, how companies engage their customers becomes increasingly critical and complex. Learn how Marriott Rewards approaches this communication challenge to optimize the member experience and business results.

NETWORKING RECEPTION
5:30 p.m. - 7:00 p.m.
Sponsored By

Mingle with exhibitors, speakers, and conference attendees while enjoying good food and drinks.

 

 

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