Category Archives: Track B

Keynote: Customer Engagement: Business Imperative

Keynote – Tuesday 25 April 
09:00 – 10:00

Customer engagement has been one of the top-of-mind initiatives at companies large and small for the last 3 years. Yet doing it right still remains something of a mystery to many institutions. Who is doing it right? What is “right” when it comes to doing it? Paul Greenberg outlines what it is, how it works, what to be thinking about, and who is doing it well.

Presented by: Paul Greenberg

B201: Planning for CRM Success

Track B: Essential Big Picture Considerations – Tuesday 25 April 
10:45 – 11:30

CRM is the business philosophy that allows you to know your customers, prospects, and partner ecosystems more thoroughly and enables you to share information more effectively. In business, this can only be achieved through the integration of people, business processes, and CRM technologies. This session offers a step-by-step game plan on how to successfully implement CRM strategies, technologies, and processes into your organization. This is a non-technical session designed for business professionals.

Presented by: Rick McCutcheon

B202: Evaluating & Selecting a CRM System

Track B: Essential Big Picture Considerations – Tuesday 25 April 
11:45 – 12:30

A CRM solution can be one of the most productive systems in any organization, regardless of its size. Planning, evaluating, and selecting the right solution is one of the most important decisions you can make, but that process is a project in itself. This session addresses how to assemble the right team within your organization to help in the selection process, how creating a well-crafted RFP will assist potential vendors, how to define project requirements, how to create a short list of potential vendors, how to evaluate and score their replies, how to make recommendations to senior leadership, and, eventually, how to close the deal. If you are considering shopping for a CRM system in the near future, this session offers invaluable information to consider before you begin the process.

Presented by: Chris Caputo

Keynote Lunch – From IVR to IoT: Digital Transformation in the Real World

Track A: Creating Sustainable Growth – Tuesday 25 April 
12:45 – 13:45

Does it seem like all the businesses around you are hurtling toward digital transformation at warp speed, while you’re still trying to figure out where to begin? Don’t worry; you’re not alone! This presentation provided fresh insights into a more holistic (and more human) approach to digital transformation—an approach that has the potential to change your customers’ lives, not just your technologies.

Presented by: Allyson Boudousquie

B203: Change Your Approach, Not Your CRM

Track B: Essential Big Picture Considerations – Tuesday 25 April 
13:45 – 14:30

In many instances companies continue to struggle with adoption of their CRM initiatives. This session highlights a particular scenario in which an organization had switched CRM products and was on its second failed implementation. It was considering moving to its third product in 4 years when we suggested a different approach, one that completely changed the results without requiring a change in platform. Attendees learn how to take an objective approach to their CRM and how to use adoption concepts to make a meaningful shift in how users think about their CRM technology, as well as methods for implementing changes that equate to success.

Presented by: Danny Estrada

Solution Sessions

Track B: Essential Big Picture Considerations – Tuesday 25 April 
14:45 – 15:30

Open to all conference attendees and Discovery Pass holders, solution sessions are presented by conference sponsors. The sessions are educational, and the presentations typically focus on solving real-world problems using case study examples, with a question- and-answer period that follows. Details will be posted shortly so check back soon, or follow us on Twitter at #CRMevolution.

Explore Time for a reconnect: CRM and its original mission

Let’s not forget why we’re all here. CRM is the business philosophy to improve the relationships between your business and customers. Mission accomplished? No, not yet.

It’s time to reconnect to CRM’s original mission.

Join Phil Venville being interviewed by conference chair Paul Greenberg on the current state of play, why customer engagement is the new frontier for CRM and how businesses can build more meaningful relationships through the customer journey lens.

Presented by: Paul Greenberg, Phil Venville

B204: How to Meet Digital Customer Expectations With an Analog Budget

Track B: Essential Big Picture Considerations – Tuesday 25 April 
16:15 – 17:15

Today’s customers are increasingly self-defined by their smartphone persona, and they in turn increasingly define the companies they’ll do business with by those organizations’ smartphone persona. Phone conversations are becoming less important than smartphone apps and mobile websites to customer relationships. The good news is that digital interactions can reduce your cost per contact. The bad news is that, unfortunately, too many organizations have determined their contact center strategy without planning for this change. How can you adapt in mid-stream without breaking your budget? This session provides the information you need to increase customers’ digital adoption and save on OpEx while you’re at it.

Presented by: Robert Lamb