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Tuesday, August 20, 2013
Sunrise Sessions
SD1 – Bending the Productivity Curve to Accelerate Revenue
8:00 a.m. - 8:45 a.m.
Scott Santucci, Research Director - Forrester Research

This session identifies a path to transform how you communicate value to your customers to successfully bend the productivity growth curve for your company. Why lead the charge to modernizing your go-to- market practices now? The businesses and people you want to engage have made a massive shift in how they operate in this do-more-with-less economy.

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
Michael Wu, Chief Scientist - Lithium Technologies

The world of CRM has not only changed dramatically, but escalated in its importance at businesses. Join conference chair Paul Greenberg and panelists for coffee and breakfast to discuss what’s going on in the world of CRM.

SD3 – Unleashing the Power of Social Media on B2B Sales Enablement
8:00 a.m. - 8:45 a.m.
Peter Ostrow, VP and Research Group Director, Customer Management - Aberdeen Group a Harte-Hanks Company

Get a comprehensive overview of the impact of social media on improving sales effectiveness in a rapidly changing business landscape. Ostrow defines best-in-class adoption of collaborative social tools used by sales pros to benefit team-based selling; how sales teams “listen” to external social content pertaining to their customers, accounts, and target markets; and active use of posts, tweets, or wikis by sales reps.

Keynote
CRM Leader Panel - Social From Wow to Now
9:00 a.m. - 10:00 a.m.
MODERATOR: Paul Greenberg, President - The 56 Group & Author, CRM at the Speed of Light

Recently, social has moved from the experimental to part of mainstream business planning. No longer is it a matter of doing it for coolness and because it’s being done elsewhere. Now, the question is, “What business value can we get from social as one of the channels in our multichannel—or omnichannel—strategy?” Hear a panel of leading technology vendors discuss the changes and how they impact the applications and services that the companies have to provide.

Panelists from leading CRM and social CRM vendors will be posted soon.

 

Track A
A201 – Architecting a Customer Interaction Hub for Customer Service
10:45 a.m. - 11:30 a.m.
Jason Devoys, Enterprise Architect, IT - Intel Corporation

This presentation reveals how to use a methodical approach to design a customer interaction hub (made up of a knowledgebase, which is the foundation for support content), unified communication channels (web, chat, social, email, phone, etc.), and business process automation and real-time “decisioning” capabilities to solve as many customer problems as possible in an automated manner. Learn how the customer interaction hub can provide agents with the necessary information and tools in one single interface to resolve interaction requests at the first point of contact.

A202 – Unusual and Unexpected Benefits of Adopting Customer Experience
11:45 a.m. - 12:30 p.m.
Esteban Kolsky, Founder and President - ThinkJar

Customer experience has been extremely hyped for the past 15 years. Should it be managed or made a strategy? Is there software to do it? Do customers want experiences? How and when? The answers are emerging. Find out the benefits of adopting a customer experience strategy, including new benefits that can make the adoption decision easy.

Keynote Lunch: From Customer Relationship Management to the 'Customer-Managed' Relationship
12:30 p.m. - 1:45 p.m.
Jamie Anderson, Head of Global Solutions Marketing, Customer LoB Solutions - SAP
Anthony Leaper, Senior Vice President, Enterprise Social Software Business Unit - SAP
Sponsored By
Looking through the years it is easy to opine that CRM has evolved, but has it?. Of course the technologies which underpin CRM have evolved but at a conceptual level at least, CRM remains the same. In recent years the most significant change has seen the pendulum of control in relationships swing very much towards the customer. Are we witnessing a redefinition in the rules of engagement? And if so, how can businesses adapt as we shift from traditional CRM to CMR – the Customer-Managed Relationship?
A203 – Revenue Marketing Essentials
1:45 p.m. - 2:30 p.m.
Bruce Culbert, Chief Service Officer - The Pedowitz Group Managing Director - BPT Partners

Transforming marketing from a cost center to a revenue producer is a journey which requires new skills, processes, collaboration, and technology. In today’s world, B2B marketers have to be more responsible and accountable for pipeline and revenue. How do organizations become revenue marketers? Come learn from the experiences of dozens of enterprises how they have transformed marketing’s role to be an integral and indispensable component of the revenue-producing engines of their companies.

A204 – Solution Sessions
2:45 p.m. - 3:30 p.m.

See two 20-minute presentations about some of the latest technological developments in CRM from companies at the conference. The specifics of this presentation will be available on www.CRMevolution.com. All session updates will be included in the final program distributed at the CRM Evolution 2013 conference. For real-time conference updates, follow @CRMevolution on Twitter. Also, to see what conference organizers, speakers, and attendees are saying about this event, follow #CRMe13 on Twitter. To join the CRM Evolution 2013 group discussion, include #CRMe13 in your tweets.

2:45 p.m. - 3:05 p.m.
Virtual Agents (VAs): Automating Conversations on Digital Channels
Mike Hennessy, VP, Marketing - IntelliResponse

Virtual agent technology is emerging as a powerful yet simple way for organizations to automate conversations with customers. This session discusses how virtual agents, through the omni-channel web, deliver precise answers to customer questions while improving the online customer experience.

3:10 p.m. - 3:30 p.m.
Put Voice Back Into Your Marketing Automating Voice and SMS to Get Closer to Your Customers
Taoufik Zagdoud, THECALLR

No matter how we look at it, the phone still remains the No. 1 way for customers to interact with businesses. Today, more than 70% of business transactions continue to take place over the phone. This means that companies must continue to include voice in their marketing campaigns. But adding voice to a campaign goes way beyond the IVR. Learn how CAAS platforms like THECALLR can enable companies to broadcast their message using voice and SMS. THECALLR also enables the creation of optimized inbound marketing campaigns with a single click and maximum ROI. With THECALLR API you can also integrate and customize sophisticated voice features with your current CRM solutions, including ZOHO, and other business tools. THECALLR allows you to bring voice back to the center of your marketing campaigns.

Break in the Customer Solutions Expo
3:30 p.m. - 4:15 p.m.
A205 – How Marketers Can Do More With Less
4:15 p.m. - 5:15 p.m.
Cindy Stutman, Vice President, Customer Solutions - Philadelphia Flyers
Jim Cavale, Partner & COO, Corporate Headquarters - Iron Tribe Fitness

Marketing professionals are being tasked more than ever before to maximize the use of their time, effort, and technology investments to generate more revenue. The first session demonstrates how, with the right marketing and customer engagement strategies, the Philadelphia Flyers were able to stimulate fan interest, improve the fan experience, and bolster revenue. Then, find out how Iron Tribe Fitness, a 2012 CRM magazine Elite award winner, created a scalable, repeatable, and profitable sales and marketing automation process that served as the blueprint for franchising the business. This process zeroed in specifically on managing leads, engaging prospects, and keeping retention high, enabling the company to achieve a 310% growth in net profit.

Networking Reception
5:30 p.m. - 7:00 p.m.
Sponsored By
Track B
B201 – Don't Suffocate Your Social Stars
10:45 a.m. - 11:30 a.m.
Alan Rosenblatt, Partner - Turner Strategies

Your people are already using social media. Sometimes they use their personal social media channels to talk about your company, sometimes they don't. With a loose social media strategy you will get much better returns than if you try to tightly control your people.

B202 – Getting Maximum Value From Your Customer Community Investment
11:45 a.m. - 12:30 p.m.
Michael Fauscette, Group VP, Software Business Solutions - IDC

According to a recent IDC survey, communities are the No. 1 social technology investment for companies in 2013. It’s not enough to deploy a community management solution and hope customers will engage, though. Building a successful community requires clear objectives and active management. This session takes a look at the best practices for building and managing a community for better customer support, more effective marketing, increased sales efficiency, and for driving more innovation into a company’s products and services.

Keynote Lunch: From Customer Relationship Management to the 'Customer-Managed' Relationship
12:30 p.m. - 1:45 p.m.
Jamie Anderson, Head of Global Solutions Marketing, Customer LoB Solutions - SAP
Anthony Leaper, Senior Vice President, Enterprise Social Software Business Unit - SAP
Sponsored By
Looking through the years it is easy to opine that CRM has evolved, but has it?. Of course the technologies which underpin CRM have evolved but at a conceptual level at least, CRM remains the same. In recent years the most significant change has seen the pendulum of control in relationships swing very much towards the customer. Are we witnessing a redefinition in the rules of engagement? And if so, how can businesses adapt as we shift from traditional CRM to CMR – the Customer-Managed Relationship?
B203 – 5 Ways to Get the Most Out of Your Insight Community
1:45 p.m. - 2:30 p.m.
Jennifer Friedman Perez, Senior Director, Marketing Intelligence - Allure (a Conde Nast publication)

As trends began to shift in 2007 and social media became mainstream, Allure was looking for a better way to understand customers’ wants and needs to increase ad sales. Allure improved its connection with readers by creating an “insight community” and partnered with Vision Critical to help form the Allure Beauty Enthusiasts online community. Today, the Allure Beauty Enthusiasts are weighing in on ad campaigns, product trials and more. As a result, Allure can determine which ad messages advertisers would benefit from the most. Allure’s online community has become so successful that it is now the foundation for the brand’s marketing efforts, guiding new business development and deepening advertiser partnerships. Attend this session to learn how Allure made the most of insight community. 

B204 – Solution Sessions
2:45 p.m. - 3:30 p.m.

See two 20-minute presentations about some of the latest technological developments in CRM from companies at the conference. The specifics of this presentation will be available on www.CRMevolution.com. All session updates will be included in the final program distributed at the CRM Evolution 2013 conference. For real-time conference updates, follow @CRMevolution on Twitter. Also, to see what conference organizers, speakers, and attendees are saying about this event, follow #CRMe13 on Twitter. To join the CRM Evolution 2013 group discussion, include #CRMe13 in your tweets.

2:45 p.m. - 3:05 p.m.
The New, 360-Degree View of Customer Interaction
Raj Sharma, President and CEO - 3CLogic

How can you ensure that your customer service reps have full visibility of your customers while enhancing the customer experience? In today’s environment, a 360-degree view of your customer must include all channels of communications. Learn how you can integrate voice, chat, text, and social media with your existing CRM system in a single interface. Never again will your customer service reps answer calls or make calls without being able to quickly access all prior interactions with the customer.

3:10 p.m. - 3:30 p.m.
Creating Customer Experts: Shifting the Focus of CRM to the Customer and the User
Larry Augustin, CEO - SugarCRM

CRM is at a crossroads. Driven by new ways of buying and new expectations of users, the focus of delivering value through a CRM deployment has shifted. Where CRM once focused on a corporateled agenda driven by internal controls, CRM must now focus on the two key constituents of any business interaction: the customer and the customer-facing user. Through this shift, organizations can now build customer experts across every touch-point, ensuring that every user understands their customers as individuals, driving lasting engagements and customer loyalty. Join SugarCRM CEO Larry Augustin as he discusses moving away from the corporate-led CRM agenda and focusing instead on the needs of the real CRM constituents, illustrating new ways for businesses to measure CRM success by focusing on business outcomes emerging from customer and user engagement.

Break in the Customer Solutions Expo
3:30 p.m. - 4:15 p.m.
B205 – Social Technologies Drive Better Customer Experiences and Support
4:15 p.m. - 5:15 p.m.
Jerome Pineau, Manager, Social Media Strategy - Autodesk, Inc.
R. Tim McElroy, Program Manager, Customer On-line Engagement - 3M

Jerome Pineau highlights the challenges and rewards Autodesk faced building and operationalizing scalable enterprise customer service on social media channels. He explores personnel, training, processes, platforms and budgeting issues inherent in building effective social service crews in B2B settings for very large enter- prises. Pineau also looks at social service metrics and real-life experiences learned in the field while building SocialService@Scale at Autodesk from the ground up. 3M’s Tim McElroy discusses how 3M used social technologies to allow its customers and employees to have a greater voice in the product development cycle. By incorporating greater input of the people closest to supply and demand, the business case for investment in enterprise social technologies is supported by lower rates of product failure, faster ideation, and more successful launch of products and services.

Networking Reception
5:30 p.m. - 7:00 p.m.
Sponsored By
Track C
C201 – Executive Primer: Addressing the Customer Experience Imperative
10:45 a.m. - 11:30 a.m.
R "Ray" Wang, Principal Analyst & CEO - Constellation Research, Inc. CRM Magazine Advisory Board, Forbes Blog Contributor, Harvard Business Review Contributor, Investor in Altimeter Group

Organizations today have a once-in-a-decade opportunity to transform customer experience. While social media, mobile, Big Data, and cloud technology play a key role, organizations must look at transformational innovation regarding customer experiences to attract customers, drive profits, and improve loyalty. Learn how to improve customer interactions and transform customer experiences by building your interaction strategy with the nine C’s of engagement.

C202 – Leading Change in Customer Transformations
11:45 a.m. - 12:30 p.m.
Kristen Vennum, Principal, Advisory - Customer Practice - Ernst & Young

Leaders must develop change strategies to transition the marketing, sales, service, and increasingly, backoffice operations from a current to future state in a way that promotes adoption, rewards desired behaviors, policy adherence, and continuous innovation. Strategies to engage customers, listen and act on feedback from various channels, and monitor the impact of the change on various customer segments should complement successful internal adoption programs. This session covers examples of how social, mobile, analytics, cloud, and gamification technologies provide new opportunities to engage a diverse and global workforce.

Keynote Lunch: From Customer Relationship Management to the 'Customer-Managed' Relationship
12:30 p.m. - 1:45 p.m.
Jamie Anderson, Head of Global Solutions Marketing, Customer LoB Solutions - SAP
Anthony Leaper, Senior Vice President, Enterprise Social Software Business Unit - SAP
Sponsored By
Looking through the years it is easy to opine that CRM has evolved, but has it?. Of course the technologies which underpin CRM have evolved but at a conceptual level at least, CRM remains the same. In recent years the most significant change has seen the pendulum of control in relationships swing very much towards the customer. Are we witnessing a redefinition in the rules of engagement? And if so, how can businesses adapt as we shift from traditional CRM to CMR – the Customer-Managed Relationship?
C203 – How to Risk-Proof Your CRM Project
1:45 p.m. - 2:30 p.m.
William Band, VP & Principal Analyst - Forrester Research

To compete in the Age of the Customer, you cannot afford a failed CRM plan. “Risk-proofing” projects remains at the top of the priority list for executives and managers leading CRM initiatives. You must pay attention to the CRM fundamentals and also take into account the rise of cloud, mobile, social, and Big Data solutions. Through a synthesis of CRM deployment best practices from more than 100 companies, Forrester has identified 27 danger areas to be mindful of. A self-diagnostic tool will be shared that you can use to pinpoint dangers and establish remediation strategies to ensure project success.

C204 – Solution Sessions
2:45 p.m. - 3:30 p.m.

See two 20-minute presentations about some of the latest technological developments in CRM from companies at the conference. The specifics of this presentation will be available on www.CRMevolution.com. All session updates will be included in the final program distributed at the CRM Evolution 2013 conference. For real-time conference updates, follow @CRMevolution on Twitter. Also, to see what conference organizers, speakers, and attendees are saying about this event, follow #CRMe13 on Twitter. To join the CRM Evolution 2013 group discussion, include #CRMe13 in your tweets.

2:45 p.m. - 3:05 p.m.
The Customer Driven Digital Marketing World
Bob Dunfee, Director, WW CRM Solutions - Infor

Learn how Infor can help you evolve traditional CRM to include and leverage digital marketing channels. As consumers become more and more connected to the internet through a multitude of devices, digital marketing will have a profound impact on customer awareness, engagement, sales, and referrals. “Push” and “pull” digital marketing approaches allow the consumer to be in more control of how they learn about products and how they buy. Contextual, social, and transactional marketing must address both online and off-line channels to be effective. Infor has customers leading the way with digital marketing strategies. Attend and learn more!

3:10 p.m. - 3:30 p.m.
Customer Experience Imperative
JP Saunders, VP of Product Strategy at Oracle - Oracle

In this session, we discuss the Customer Experience Imperative: What makes a great experience? And why should your business care? Discover approaches to designing, justifying, and measuring investments in customer experience initiatives. Understand how to leverage people, processes, and technology to deliver on your brand promise and achieve the excellence that differentiates your brand.

Break in the Customer Solutions Expo
3:30 p.m. - 4:15 p.m.
C205 – CRM Disaster Recovery: Lessons Learned From Superstorm Sandy
4:15 p.m. - 5:15 p.m.
Laura Zink Marx, Executive Director, NJ 2-1-1 Partnership - NJ 2-1-1 Partnership United Ways of NJ
Eugene Kogan, Deputy Director, Knowledge Management & Information Technology - Rainforest Alliance

In August 2011, Hurricane Irene slammed into New Jersey, displacing thousands of residents from their homes and causing an estimated $1 billion in damages. Due to the extraordinary call volume during and after Irene, NJ 2-1-1 upgraded its inbound call center to a virtual, cloud-based system. In late October 2012, Superstorm Sandy struck. NJ 2-1-1’s former call center system, now the back- up system, was knocked offline for 3 weeks; however, the cloud solution worked perfectly, handling nearly 90,000 calls during and in the weeks after the hurricane. Learn how NJ 2-1-1 helped New Jersey residents piece their lives back together after the storm. Next, Eugene Kogan relates how, despite the severe damage caused by Superstorm Sandy, U.S. Fund for UNICEF users were able to have access to all CRM online apps and data. All customizations were moved promptly from the in-house CRM system to an online CRM system.

Networking Reception
5:30 p.m. - 7:00 p.m.
Sponsored By
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