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Sunrise Sessions
Tuesday, August 14, 2012
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.

Wednesday, August 15, 2012
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.

Connect with CRM Evolution 2012
#CRMe12

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