Wednesday, August 15, 2012
Sunrise Discussions
SD4 – Customer Service Using Social: Trends, Analysis, and Guidelines
8:00 a.m. - 8:45 a.m.
Mitch Lieberman, Managing Partner - DRI Global
Esteban Kolsky, Founder and President - ThinkJar

A recent survey of 400 practitioners, conducted with ThinkJar, reveals valuable insight into social customer service, exposing differences in usage as well as maturity between organizations based on size, industry, and geography. Analysis of the data will help guide organizations in their approach. Areas such as organizational readiness, integration of data, and process will be discussed. Also, the proper balance between social customer service and more traditional channels is an important part of the discussion.

SD5 – The Making of a CRM Idol
8:00 a.m. - 8:45 a.m.
MODERATOR: Brent Leary, Partner - CRM Essentials
Katerina Kostereva, CEO - BPMonline
Jeff Nolan, VP Product Marketing - Get Satisfaction

CRM Idol winners BPMonline and Get Satisfaction discuss what it takes to be a small company emerging from the pack of thousands out there. In addition to discussing what they did with CRM Idol and what their companies are all about, they detail what any small company can do to get engaged with the customers and communities in order to support their growth.

track A
A301 – How Amazon Became the Customer Engagement Model for Social Commerce
9:00 a.m. - 9:45 a.m.
Brent Leary, Partner - CRM Essentials

While much of the social world focuses on Facebook, Apple, and Google, Amazon.com has centered its social/mobile/cloud activities on optimizing customer transactions. This session looks at how Amazon leveraged its knowledge of customer behavior and activity to become a social commerce juggernaut, the effect it is having on customer expectations, and the lessons businesses can learn from what the company is doing.

A302 – The Social Engagement Journey
10:00 a.m. - 10:45 a.m.
Christopher Carfi, VP, Platform Products - Swipp

“Social business” isn’t something that happens overnight. It requires fundamental change and discipline to transform from a traditional enterprise to one that is fully engaged with its customers, partners, and employees. This conversation about the social engagement journey illustrates how leading enterprises are combining social business strategy with pragmatic tactics to engage and achieve measurable results.

Break in the CRM Showcase
10:45 a.m. - 11:30 a.m.
track B
B301 – Business Transformation in the Cloud
9:00 a.m. - 9:45 a.m.
Michael Krigsman, Founder - cxotalk.com
Vala Afshar, Chief Marketing Officer - Extreme Networks
Peter Coffee, VP and Head of Platform Research - Salesforce.com
Joe Weinman, Senior Vice President, Cloud Services and Strategy - TelX
Phil Komarny, CIO - Seton Hill University

When organizations look at cloud, social, mobile, and modern infrastructure, they often think about technical migration. In fact, the cloud has the potential to transform and disrupt both business and IT parts of an organization. This panel explores the organizational and economic impacts of cloud migration. NOTE: Panel will also include a CIO.

B302 – CRM, the Cloud, and Contracting Best Practices
10:00 a.m. - 10:45 a.m.
John Pavolotsky, Of Counsel - Greenberg Traurig, LLP

The prevalence of cloud-based CRM deployments has increased significantly in recent years. This session explores such topics as data governance and security, intellectual property, and service level arrangements common to cloud services, with a focus on CRM. This program also explores contracting best practices (including due diligence), from the perspectives of both the CRM customer and the vendor, to streamline the procurement process and maximize the relationship.

Break in the CRM Showcase
10:45 a.m. - 11:30 a.m.
track C
C301 – Personalization’s New Age: Bridging the B2C and B2B Gap With Engaging User Experiences
9:00 a.m. - 9:45 a.m.
Martin Schneider, Research Manager - 451 Research

As we see more convergence around B2C, B2B, and P2P technologies, one thing is becoming clear: There has been an increased focus on personalized user experiences. As concepts like big data analytics, social CRM, and dynamic applications become more mainstream, the result is modern, fluid experiences for internal and external users. This session outlines the trends around the new era of personalization and gives some concrete examples of effective personalization strategies in play today.

C302 – Welcome to the CRM Mobile Revolution
10:00 a.m. - 10:45 a.m.
John Ragsdale, VP Technology Research - TSIA

The biggest improvement to field productivity is the introduction of mobile devices and applications that allow field engineers to access corporate knowledgebases and training videos in real time, making every engineer an expert on any product. In this session, learn how mobile CRM is revolutionizing field service, improving productivity, and cost of operations, and even enabling revenue generation with successful onsite selling. Attendees can hear how companies are leveraging mobile devices and applications, as well as a discussion on purpose-built mobile tools versus off-the-shelf consumer devices, including the iPad.

Break in the CRM Showcase
10:45 a.m. - 11:30 a.m.
Closing Keynote
CRM in Baseball
11:45 a.m. - 12:30 p.m.
MODERATOR: Paul Greenberg, Managing Principal - The 56 Group, LLC & Author, CRM at the Speed of Light
Jerry Drobny, VP of Strategic Revenue Services - San Francisco Giants
Scott Jeffer, CRM Manager - New York Yankees
Jill Golden, Sales Manager - Oakland A's
Heidi Labritz, Director of Business Applications - Boston Red Sox

The Major League Baseball season is in full swing. Not only are the pennant races in progress, but so are ticket sales, merchandise sales, marketing campaigns, service activities, and ballpark operations. While we can’t promise your team is on this exciting keynote panel, come and hear what the New York Yankees, Boston Red Sox, Oakland A’s, and San Francisco Giants are doing with their CRM initiatives. All seats for this event are field level.

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