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Customer Case Studies

Customer case study presentations give you insight into how CRM strategies and technologies are being applied in real-world situations. Presenters share how they successfully procure, implement, and deploy existing CRM applications and how they avoid common pitfalls.

In addition to formal conference sessions, there are many networking opportunities to meet other customers, including breakfasts, session breaks, lunches, receptions, and informal gatherings of customers with similar interests.

Monday, August 13, 2012
A103 – Increase Sales and Marketing Effectiveness Through an Improved Customer Engagement Process
1:15 p.m. - 2:00 p.m.
J. Paul Kelly, Executive Solutions Manager, Sales Solutions - FedEx Services PMP
Streamlining sales processes can have a significant impact on the bottom line—especially for large enterprises. That’s what FedEx noticed with its Sales Playbook. Learn how project leads receive a single point of access for engaging salespeople; obtaining sales support resources; and determining optimal sales strategy, channels, and tactics. Also, hear how sales support stakeholders benefit from the reduction and alignment of process funnels into a cohesive, single funnel. And see how salespeople benefit from fewer distractions and more time selling.

B103 – Provide Top-Notch e-Commerce Customer Service and Support
1:15 p.m. - 2:00 p.m.
Randy Rubingh, Director of Customer Service - StubHub
StubHub has risen to the top of the secondary ticketing market while maintaining a top customer service ranking out of all e-commerce companies. This presentation will cover steps to create award-winning customer service through the use of transparency and technology. StubHub has established a dedicated 24/7 call center, created a full service Twitter handle to respond to customer complaints in real time, developed mobile applications to reach consumers on the go, and taken steps on-site at all events to ensure proper handling of any last-minute issues. Attendees will learn how to establish a dedicated customer service center that leads to a positive ROI and how to use technology to immediately respond to customer concerns.

B105 – Insight and Agility for Today’s Contact Center
3:15 p.m. - 4:00 p.m.
Sachin Sardar, Service Centers Solutions Architect, Nationwide Insurance - Nationwide Insurance
This presentation shows how Nationwide Insurance enables customer service reps to support the entire life cycle of customer service with a solution that offers a 360-degree customer view and policy-servicing capabilities in its contact centers.

Tuesday, August 14, 2012
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.

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.

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.

Connect with CRM Evolution 2012
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