Wednesday, August 21, 2013
Sunrise Sessions
SD4 – The Making of a CRM Idol
8:00 a.m. - 8:45 a.m.
Brent Leary, Partner - CRM Essentials

There are thousands of small technology companies clamoring for attention in the customer-facing technology world. Every year, the CRM Idol competition looks at dozens of these companies and crowns two winners—one in the Americas and one in Europe/Asia/Australia. Find out from 2012 CRM Idol winners Crowdtap and Artesian Solutions who these companies are and what it took for them to win.

Speakers from Crowdtap and Artesian Solutions to be announced

SD5 – The Age of Social Intelligence
8:00 a.m. - 8:45 a.m.
Christopher Carfi, VP, Platform Products - Swipp

Social intelligence will inevitably become a key component of all customer relationship touch points. Every place customers and brands intersect, the wisdom of the crowd will be influencing, and will be influenced by, social feedback loops. This presentation looks at the evolution of social intelligence, shows how social intelligence will be included in customer relationships going forward and provides a pragmatic road map of what brands can do to begin tapping into it today.

SD6 – What to Expect From B-School Graduates
8:00 a.m. - 8:45 a.m.
MODERATOR: Paul Greenberg, Managing Principal - The 56 Group, LLC & Author, CRM at the Speed of Light
Kaitlin Atkinson, Business Development Manager - Peek Analytics
Alexandrina Hadzhiyska, Community Manager - Freespee
Eva Maria Armborst, Social Media Project Manager, Marketing - AC Schnitzer - KOHL automobile
Mirka Triznova, PhD, marketing - University
Friderika Wollweber, Founder and Managing Director, Leather Goods - Cucuka Limited

What are students learning in business schools today? Learn what to expect from today’s graduating seniors when they join your workforce. See how their business and CRM education can be applied to your organization. Often, because they are just starting out, their perspectives are fresh and worth hearing. A panel of recent graduates speak about their education and findings from their dissertations.


Track A
A301 – Averting the Mobile CRM Cliff: The Right Way to Do Mobile CRM
9:00 a.m. - 9:45 a.m.
Art Hall, Director, Performance Improvement - Alvarez & Marsal President, CRM Association, Atlanta Chapter

While there is an obsessive focus on the user interface and customer experience, how to solve for the middleware components and integration to corporate back-end systems are equally important. Above all, syndicating the vision for mobile strategies does not begin and end with the customer or marketing sponsor. Syndication of mobile CRM must include IT and security departments if there is any chance for success. This case study looks at the necessary ingredients to make a mobile CRM project successful and the lessons learned to avoid a mobile CRM cliff.

A302 – The Rise of the Subscription Economy
10:00 a.m. - 10:45 a.m.
Brent Leary, Partner - CRM Essentials

More customers are looking for flexibility in how they consume products and services. Many companies are turning to subscription-based product/service offerings to meet quickly needs and expectations. This session discusses what the subscription economy is and how subscription-based pricing models are being used to create more reliable revenue streams, consistent customer engagement, and new, customer-centric business models.changing customer

Track B
B301 – Understanding the Social CMO and CIO
9:00 a.m. - 9:45 a.m.
Michael Krigsman, Founder - cxotalk.com
Phil Komarny, CIO - Seton Hill University
Vala Afshar, Chief Marketing Officer - Extreme Networks
Steve Mann, CMO - LexisNexis

Customer engagement in today’s world goes far beyond the CRM systems of years’ past. To achieve success, modern brands must link product design, marketing, services, and customer outreach into a coherent chain that links technology and business goals seamlessly. This panel explores the challenges of integrating technology and marketing into a seamless customer experience.

B302 – Top 10 Reasons Your Social CRM Efforts Are Failing
10:00 a.m. - 10:45 a.m.
David Myron, Editorial Director, CRM magazine - Information Today, Inc.

Companies of all sizes are able to benefit from social media. If your organization isn't, it's probably because of one or more of these 10 mistakes revealed in CRM magazine. Attend this session to learn from others' mistakes, or run the risk of repeating them.

Track C
C301 – How to Implement a Global CRM Strategy
9:00 a.m. - 9:45 a.m.
Marc Fanelli, GM and VP, International Solutions - Merkle
Trish Mathe, Vice President, Database Marketing - Life Line Screening

According to e-Marketer, total advertising investments in North America will drop from 44% in 2000 to 33.8% in 2014 as organizations focus on growing international markets. As these shifts occur, understanding how to manage a CRM strategy across the globe will be more critical than ever for marketers charged with growing their businesses via direct channels. This panel of senior marketers from leading multinational companies discusses their global CRM strategy as well as the unique opportunities and challenges involved in marketing internationally. Specifically, the panel covers the right balance of centralization and localization, the fundamental direct marketing capabilities needed to be successful, and best- practice marketing techniques for entering new markets.

C302 – Wringing More ROI From Your CRM Investment
10:00 a.m. - 10:45 a.m.
Rebecca Lynn Wettemann, Vice President - Nucleus Research

Not ready to invest in a new CRM system? This presentation reveals the five key areas that will help your organization gain a better return on investment (ROI). Learn how, by focusing on breadth and repeatability, organizations can identify incremental ROI opportunities. Participants leave armed with the Value Acceleration Model that will enable them to quickly evaluate and prioritize their CRM efforts to maximize ROI.

Closing Keynote Panel
CRM in Sports
11:45 a.m. - 12:30 p.m.
MODERATOR: Paul Greenberg, Managing Principal - The 56 Group, LLC & Author, CRM at the Speed of Light
Andrew Sofer, Manager, Business Intelligence & Analytics - New York Mets
Russell Scibetti, Director, Relationship & Database Marketing - New York Jets
Dennis Nelson, Director CRM & Technology, Technology Solutions - Comcast-Spectacor
Kirsten Corio, Vice President, Team Marketing and Business Operations

Baseball, football, hockey, and basketball all have an aura that goes far beyond the businesses of the games they represent. Most likely, almost every attendee at CRM Evolution has some rooting interest in a team. But there is a business side to sports that has to be considered—ticket sales, memorabilia, food services, and all the things that make these sports franchises successful and able to field the teams they do. Come hear what some of the major sport franchises are doing with CRM and the business of sports.


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