People • Technology • Processes

Message from the Chairman

PAUL GREENBERG

President, The 56 Group, LLC and Author, CRM at the Speed of Light, 4th Edition

This is my fourth year as the chairperson of CRM Evolution. What’s continually amazing to me is not just the quality of the conference, which gets all the public kudos that it could want at the conference’s end, but the quality of the improvement in the conference and especially the content of the conference that occurs year over year. This year continues that fine tradition.

Social CRM has matured and has helped bring CRM to new levels. Younger practitioners think that CRM includes the social channels and strategies for social customers as part of a multichannel effort—probably not quite in those terms, but you catch the drift. That means that when CRM Evolution does what it does, which is typically bring together the best minds of CRM, the discussion around what we all now call just “social” is part of the bulk of the panels and speeches. Yet, what we have always thought CRM traditionally involved—which is the processes, the technologies, the programs, the strategies and the behaviors and interactions of the customers with their favorite companies—hasn’t gone away. This means at a conference that vows to be in sync with what’s going on in the industry which it plays a significant role in, these operational aspects of CRM—the nitty gritty—have to be covered as well as the truly sexy stuff around social media, communities, and customer behavior among them.

That’s why I think this year we arguably have the best program we’ve ever had. We not only are reflecting the trends—and are genuinely in sync with their movement—we have a mix of vendors, practitioners, and thought leaders, that, all bias aside, is the most powerful in the industry.

Okay, so you want more? Man, you’re seriously demanding. We have not ignored what is actually one of the major parts of a conference like this— networking and party time! We have multiple events planned for networking, and you’ll have direct access to some of the best thought leaders in the CRM industry who, I’m sure, will be happy to chat with you about whatever you want. And, as always, as the chair of this event, I’m going to offer up something for free— my consulting services. This year, I’m going to provide the winner of my services with a list that he or she can choose from. I believe in customization and personalization, if you know what I mean.

This promises to be the hottest of the CRM Evolutions ever—and not because it’s in August. But the content, the co-mingling, the outright electricity that this conference generates with the best mix of people we’ve ever had, promises a great time.

So, let’s get ready to rock!
Paul Greenberg

Join us at the Marriott Marquis in August as we continue to explore the many ways CRM can improve the way you do business.

This year's event will cover

• Streamline business processes
• Increase profitability
• Create great customer experiences
• Improve customer satisfaction and loyalty
• Generate high returns on CRM investments
• Prepare for customer trends that are reshaping the marketplace
• Leverage technologies that will change customer relationships
• Benefit from Web 2.0 and Social CRM

Attend CRM Evolution

Attend CRM Evolution 2012 from CRM magazine on Vimeo.

Sunrise Discussions

CRM Evolution will host early morning discussions from 8:00 a.m. to 8:45 a.m. on Tuesday and Wednesday for business professionals to openly talk about CRM strategies. Come network, discuss challenges, and share ideas with peers and CRM experts.

CRM Evolution Showcase

Admission to the CRM Evolution showcase is free with purchase of any registration pass. The CRM Showcase serves as a central conference gathering place, featuring the leading CRM solutions providers. The CRM showcase is co-located with the SpeechTEK exhibits and Customer Service Experience showcase.

Monday, August 13
5:00 p.m. – 7:00 p.m. Grand Opening Reception

Tuesday, August 14
10:00 a.m. – 5:30 p.m.

Wednesday, August 15
10:00 a.m. – 1:00 p.m.