Tuesday - August 26, 2008 (Day One)
Agenda Main | Day 1 (PDF -
Coming Soon) | Day 2
7:30am-8:30am - Registration & Breakfast
8:00am-8:30am - Welcome & Chairperson Remarks
8:30am -9:30am - Keynote Speaker 1 - Bill Price, President - Driva Solutions
Topic: "The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep them Happy & Control Costs"
- Session WOW Factor:
Bill Price offers a new, game-changing approach, showing how managers
are taking the wrong path and are using the wrong metrics to measure
customer service. Customer service, they assert, is only needed when
a company does something wrong - eliminating the need for service
is the best way to satisfy customers. To be successful, companies
need to treat service as a data point of dysfunction and figure what
they need to do to eliminate the demand. This session will outline
these seven principles to deliver the best service that ultimately
leads to “no service”:
• Eliminate dumb contacts
• Create engaging self-service
• Be proactive
• Make it easy to contact your company
• Own the actions across the company
• Listen and act
• Deliver great service experiences
Attendees of this session will have an opportunity to purchase an
autograph copy of Bill’s new book “The Best Service
is No Service: How to Liberate Your Customers from Customer Service,
Keep them Happy & Control Costs."
9:30am -10:00am - Networking Break in the Exhibit Hall
10:00am-10:45am - Concurrent Breakout Session #1 (Choose any of the 3 Sessions)
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"Preparing for CRM:
The Challenges & Benefits of Re-engineering Processes
in Government"
Panel Discussion |
Moderator: Dona Cage, Managing Partner, Turnkey
Solutions
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Panelist: Dwayne Campbell, CRM Account
Manager, Information Services & Technology, Mecklenburg
County, North Carolina
Panelist:
Kristin Howlett, Director of Process Improvement, DeKalb
County, Georgia
Panelist:
Debra Henson, Assistant Commissioner, Department of
Watershed Management, City of Atlanta
Session
WOW Factor:
CRM implementations can be risky and horror stories
of failed implementations, missed timelines and budget
overruns abound. One critical area where issues can
arise when implementing CRM is in the re-engineering
of processes in preparation for the implementation.
Implementing a new CRM implies, almost by definition,
changing the culture of the way business is done. This
can be particularly challenging in government entities
where standard processes and ways of doing business
are cemented in place to form the bridge between administrations.
In fact, the political and practical challenges surrounding
this necessary cultural change can be almost overwhelming
to management staff. In cases where management is wise
enough and tough enough to stick to their guns, however,
the benefits far outweigh the costs.
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"Three
Strategies for Accelerating the Customer Centric Journey" |
Speaker: Lucy Bickford, VP Americas, Infor
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Session WOW Factor:
The need for one-to-one marketing has never been more
urgent. This urgency has been driven by economic conditions
and competitive intensity; it can be addressed by using
data analytics to generate customer insight. By deploying
real-time data updates, then using insight from that
data to build valuable customer interactions across
multi-channel touch points, a company can truly say
it is traveling toward a one-to-one future.
In this sponsored session, Lucy Bickford, VP Americas at Infor
will review the steps necessary to design the Customer
Experience and present how to apply three strategies
for accelerating the customer-centric journey to:
• Achieve customer insight through real-time
analytics
• Increase customer value through continuous
customer dialogue
• Integrate multichannel touch points
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"Web 2.0
and Social CRM" |
Speaker: Andy Mitchell,
Senior Director, Oracle |
Session WOW Factor:
Web 2.0 technologies have created a new richness in
applications delivered over the web, giving birth to
Social Applications that deliver business value in innovative
ways. Oracle has combined the new capabilities in the
Social Web 2.0 with Oracle’s deep expertise in
CRM to produce a suite of Social CRM applications. These
new applications focus on individual user productivity,
collaboration, and ease of use, delivering substantial
benefits directly to the end users of the applications.
Truly the next generation of CRM solutions is Social
CRM; see why everyone is launching it, and if your organization
is not, why you should be!
Speaker Bio:
Andy Mitchell is a Senior Director of Product Management
for Oracle’s CRM On Demand Solution. After many
years managing ERP applications implementations, he
spent time in venture capital and two start-ups identifying
the best solutions to apply those learned process disciplines
to sales. He joined Siebel in 1996, the early SFA days,
long before the term CRM was coined. In his many roles,
he has seen the success and failures of many CRM initiatives,
and brings a wealth of experience spanning many industries
from small start-ups to global enterprise solutions.
Andy holds a BSBA in Accounting and a MSA in Innovation
and Technology both from Boston University and is often
found on the guest lecture circuit both professionally
and academically.
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11:00am-11:45am - Concurrent Breakout Session #2 (Choose any
of the 3 Sessions)
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"When
Hot's Not: Lead Scoring That Drives Revenue"
Speaker: Will Schnabel, Vice President & General
Manager, Vtrenz, a Silverpop solution
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Session WOW Factor:
The question of what is "hot" when it comes
to sales leads is always a much-debated topic. This
educational session will outline the various dimensions
of information you must gather from prospects in order
to organize and qualify sales leads into a logical ranking.
Lead scoring techniques help marketing departments ensure
the leads they pass on to the sales team are actually
interested and ready to buy. Discover how to implement
a lead scoring system that can substantially improve
demand generation activities and provide increased revenue
for the company.
Speaker Bio:
William Schnabel oversees strategy, product direction
and operations for Silverpop’s Vtrenz solution,
an industry-leading demand generation and lead management
technology. Prior to Silverpop’s acquisition of
Vtrenz in 2007, Schnabel served as its president and
CEO, where he guided the company’s growth as an
innovative thought leader in the Software-as-a-Service
(SaaS) and marketing automation industries.
Prior to Vtrenz, Schnabel served in an executive capacity
at Accenture, a leading management-consulting firm,
where he provided strategic guidance to global 500 organizations
on the application and implementation of advanced business
technologies. Schnabel speaks regularly on the topics
of engagement marketing strategies, relationship management
technologies, and the influence of SaaS-based solutions
on optimizing business performance.
Schnabel holds a Master of Science degree in industrial
engineering and operations research from the University
of Minnesota, and a Bachelor of Arts degree in physics
from Grinnell College. |
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"Using Psychology to Deepen the Customer Experience" |
Speaker: Melissa Read, Ph.D., Director of Behavioral Research, Spunlogic
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Speaker Bio
As Spunlogic's Director of Behavioral Research, Dr. Melissa Read helps clients leverage human Psychology to explain, predict and influence online behavior. Dr. Read combines
sound science with knowledge in human behavior to design research programs, analyze data and turn findings into interactive marketing strategy. Her unique methodology helps
clients create more seamless interactions between users and the products and services they interact -- dramatically enhancing their sales and marketing efforts.
Dr. Read earned her doctorate in Psychology and is a former Assistant Professor of Human Factors Psychology. Her work has been published in the Journal of Psychological Science
and she has presented her research at Harvard and the Beckman Institute for Advanced Science & Technology. After spending several years in the academic world, she transitioned
into industry to bring her expertise into applied environments
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"Get Smart Fast to Optimize Your Customer Contact Performance" |
Speaker: Kathryn Jackson, Ph.D., Associate, Response Design Corporation
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Session
WOW Factor:
After completing an online metric study, you will receive
a customized customer contact metric report benchmarking
your performance against the performance of others.
You will receive invaluable intelligence revealing how
you can improve your customer loyalty while also reducing
costs. Kathryn will not only share study highlights,
but will also discuss industry best practices and practical
steps you can take to optimize your customer contact
performance.
• Do you need support for your customer contact
strategy?
• Do you need return on investment data?
• Do you need to increase quality while reducing
costs?
• Do you need to defend your sales or service
economic profitability?
• Do you need to show how you compare to others?
• Do you need to improve your customer contact
performance and show enlightened investment choices?
If you answered yes to any of these questions you need
to attend this session!
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12:00pm -1:05pm - Networking Lunch
1:15pm-2:00pm - Concurrent Breakout Session #3 (Choose any
of the 3 Sessions)
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"Marketing to the
Customer Lifecycle:
How Companies Increased Response
Rates by 350%" |
Speaker: Scott Hornstein, Founder, Hornstein & Associates
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Session WOW Factor:
This session will give you the 5 lifecycle strategies that companies have used to increase response up to 350% and enhance long-term profitability. Case studies include ACE; IBM, AT&T and Pitney Bowes.
Speaker Bio:
Scott Hornstein, author, lecturer and consultant, has worked with clients in all phases of marketing strategy, research and implementation. His customer relationship
methodology emphasizes respect and trust in all forms of marketing, maximizing customer
satisfaction, retention and lifetime value. Clients include: Microsoft, IBM, HP, AMA, DMA, Golden Rule Insurance, The Phoenician, Starwood Hotels and Resorts, Applied Biosystems, Franklin Covey, Merrill Lynch and AT&T.
His articles and interviews have appeared internationally in publications such as Brandweek, Adweek, Sales & Marketing Management, CRM, the DMA Insider, Direct, Relationship Marketing Report, DM News, Promo, Catalog Age, Marketing Power, Multichannel Merchant, Training Growth Innovations, Deliver, Internet Retailer and Business Marketing.
Scott is on the faculty of the Association Of National Advertisers. He has spoken for the AMA, ICMI, the U.S. Office of Personnel Management, NCDM, Direct Marketing Association
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"How to Make Your Sales Team Happy
Best Practives for Medorn B2B Lead Management" |
Speaker: Jon Miller, VP
of Marketing
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Session WOW Factor:
Is your sales team happy with the number and quality
of your sales leads? At many companies, sales and marketing
can barely get along, let alone work together as part
of an integrated revenue pipeline. All too often, it
seems that sales are from Mars, and marketing is from
Venus.
The Internet is making this problem worse, not better.
The old days of mass marketing, big tradeshows, and
buying lists don’t work in a world where buyers
use the web, search, and social media to take control
of their buying process. Companies today meet prospective
customers earlier in the buying cycle, and those customers
want to engage with sales later than ever. As a result,
the old model where marketing generates a lead and just
sends it over to sales doesn't work anymore. Instead,
the best marketers are finding ways to bridge the gap
between the day marketing first generates a lead and
the day that lead is ready for sales.
In this sponsored session Jodi Florence of IDology and
Jon Miller, author of the popular blog Modern B2B Marketing,
will share practical techniques for B2B lead management
in the Internet age. Key takeaways will include how
to:
• Convert online traffic into inquiries using
targeted landing pages
• Develop raw inquiries into sales-ready leads
via relevant and personalized nurturing campaigns
• Score leads to improve sales effectiveness by
passing only qualified leads to sales
• Arm your sales team with detailed information
about prospect interests and activities
• Track sales follow-up and recycle leads if necessary |
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"Miles Ahead of the Competition:
How AIRMILES Enhances Relationships with Customers to Drive Business Performance" |
Speaker: Gary Schwartz, VP of Product Marketing, Confirmit
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Session
WOW Factor:
In this talk we describe how companies can integrate
the voice of the customer in order to maximize acquisition,
retention, and cross-sell and up sell opportunities.
We discuss how customer attitude functions as a leading
indicator into business performance. In particular,
we see how AIRMILES, a loyalty points program, uses
this technology and these techniques in order to:
• Improve relationships with customers
• Increase revenue
• Reduce resource requirement in the contact center
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2:15pm-3:00pm - Concurrent Breakout Session #4 (Choose any
of the 3 Sessions)
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"Best Practices in B2B Demand Generation"
Panel Discussion |
Moderator: Jeff Pedowitz, President & CEO, The Pedowitz Group
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Panelist: Richard Brock, President & CEO, Firstwave
Panelist: Geoff Rego, CEO & Co-Founder, Market2Lead
Panelist: Jon Miller, VP of Marketing, Marketo
Panelist: Thor Johnson, SVP of Marketing, Eloqua
Panelist: Will Schnabel, Vice President & General Manager, Silverpop/Vtrenz
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"WHY,
WHEN, WHO AND HOW: Testing a CRM System" |
Speaker: Arthur Povlot, Senior Sales Manager,
Tescom
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Session WOW Factor:
During this exciting 45 minute presentation you will learn about software Quality Assurance and Software Testing a CRM system. Approaches and Techniques will be presented to help enable the successful release of a CRM system.
Speaker Bio:
Arthur Povlot is a Senior Sales Manager for Tescom,
a global Software Quality Assurance and Testing consulting
company. He joined the company in 2000 when Tescom opened
it US headquarters in Atlanta and is responsible for
Sales and Marketing activities in the Southeast as well
as their strategic partnership with IBM Rational for
the US market.
A 1989 Georgia Tech graduate, Arthur has worked in
the information technology industry for the past 16
years. His clients range in size from small business
to large global enterprises – all looking to
maximize their technology investment.
His experience in the CRM industry spans a variety
of applications including SalesLogix, Siebel, Pivotal
and Salesforce.com. Arthur understands that there
is no Technology just for Technology’s sake
but that Technology must address a business need and
be a solution not just another asset to manage.
Arthur is an active member of a variety of organizations
including the Technology Association of Georgia, American
Israel Chamber of Commerce, and Techlinks. His work
on the testing and quality assurance aspects of CRM
systems has been published in various media outlets
including Computerworld, Destination CRM and SearchCRM.
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Aspect Sponsored Session
More Information Coming Soon!
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3:15pm-4:00pm - Concurrent Breakout Session #5 (Choose any
of the 3 Sessions)
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"Database CRM Marketing made Simple:
Extend your Sales Reach with Personal Email Communications" |
Speaker: Maxine Grossman, Director of Business Development, Campaigner
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Session WOW Factor:
Scale up your sales department without hiring any additional
employees. Whether you have 10 or 1000 sales representatives,
you can extend their reach, create sales efficiencies,
and drive more sales by leveraging the information stored
within your in-house or CRM database. Build personal
relationships with a greater number of people using
individualized email messages that automatically deploy
at key sales cycle stages.
See examples from successful email programs that integrate
with CRM activities. Find out how companies are expanding
into new verticals or niche markets with the same resources
they already have in place. With email marketing, be
sure that the right message reaches each contact at
the right time to nurture, convert, retain, and up-sell.
With automated email communications, you can easily
manage prospect interactions, expand your sales initiatives
and get measurable results right away.
Attendees will learn how to:
• Expand sales scope with automated, but personalized,
nurturing programs
• Control brand and message consistency across
all departments and/or business units
• Create a closed-loop sales program
• Synchronize your current CRM and email activities
without any IT assistance
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"The Customer Experience - Connecting with Latino Customers" |
Speaker: Richard Shapiro, President, Entrevista
- A division of The Center For Customer Retention
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Session WOW Factor:
It is no longer a surprise that Latino consumers have
become a tremendous growth opportunity for almost any
company in the United States or Canada. However, while
Latinos as a group can be more loyal, and promote your
company’s services and products at a far greater
frequency, it is important to understand the cultural
rather than purely the language differences.
Richard Shapiro, President of Entrevista, a division
of The Center For Client Retention (TCFCR) is an expert
in the field of customer satisfaction measurement
and consults in the area of improving the “customer
experience”. Through custom research, Richard
will provide his experience on how to build a stronger
relationship with Latino consumers by sharing some
of TCFCR’s consumer research findings.
You will learn:
• What Latino consumers are looking for in terms
of service
• The difference between providing efficient
service versus “personal customer” service
• How to gain the loyalty of Latinos
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Eloqua Sponsored Session
Speaker: Thor Johnson, SVP of Marketing, Eloqua
More Information Coming Soon!
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4:15pm-5:00pm - Concurrent Breakout Session #6 (Choose any
of the 3 Sessions)
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"Brown Strikes Gold
with Customer Segmentation" |
Speaker: Dales Hayes, VP of CRM, UPS
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Session WOW Factor:
Customer segmentation is a useful tool, but only if
you are properly identifying purchasing characteristics
and creating value through the effective delivery of
solutions. Your business may also require multiple segmentation
strategies to achieve marketing objectives.
Dale Hayes, Vice President of CRM at UPS will share
real-world experiences of how an effective customer
segmentation strategy helped the Atlanta-based company
build loyalty, acquire customers and transform UPS
from a shipping company to a services company.
Benefits for attending this session are:
• Learn how to create a segmentation strategy
that produces real value
• Selecting a segmentation strategy –
one size may not fit all
• Keys to creating actionable segmentation
• Improving channel planning and execution through
segmentation
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"Using
CRM for the Customer (Instead of Only for the Company)" |
Speaker: Mike Witttenstein, Founder & Chief Experience Officer, storyminers
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Session WOW Factor:
CRM is underutilized. By using it to do more for CUSTOMERS
instead of only more for the COMPANY, CRM can help improve
the experiences service brands give their customers—boosting
word-of-mouth and the bottom-line in return.
Speaker Bio:
Mike Wittenstein, founder and chief experience officer
at storyminers, helps top service brands provide better
experiences for their customers by showing them how
to make—and keep—the right promises. He
is known for his quick grasp of getting from the usual
to the ideal in logical steps everyone can understand.
A pioneer in experience design at the scale of large
enterprise, Mike has introduced the ‘big picture’
for IBM, Holiday Inns, Wingate Inns, Val-Pak, McDonald’s,
and others and has also led the follow-on front-line
execution work.
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"Best Practices in
Customer Experience Management"
Panel Discussion |
Moderator: Sheryl Kingstone, Director, Customer-Centric
Strategies Decision Services
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Panelist: Tara Scarlett, Senior CRM
Manager & Precision Marketing, Coca-Cola
Panelist: Angie Moore, Managing Director,
CRM, American Cancer Society
Panelist: Lillian Murray, Senior VP of Customer Experience, Wachovia
Panelist: Stacey DeVore, Manager, Alvarez
& Marsal
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5:15pm - 6:00pm - Keynote Speaker #4 - David Nour, Founder,
the Nour Group
Topic: “Social Networking & Relationship
Economics”
Session WOW Factor:
Your personal and professional success depends on the diversity and
quality of your relationships with others. Yet most of us don’t
spend enough time building and nurturing the key relationships we need
to achieve success. That’s where Relationship Economics® comes
into play. Relationship Economics isn’t about networking. It’s
about learning how to invest in people for an extraordinary return.
It’s about exchanging Relationship Currency®, accumulating
Reputation Capital® and building your Professional Net Worth®.
It’s about learning the art and science of relationships.
The results from implementing these methodologies provide the participant
with changed behavioral skills in seeking contacts aggressively, finding
ways to help others and capitalizing on diverse relationships.
This session will focus on the fundamental leadership in managing a
portfolio of personal relationships. This featured session is focused
and the proactive approach in building and nurturing relationships,
providing improved speed, results, and experience in turning everyday
interactions into customer, revenue, alliance partnership, employee,
and shareholder value.
1. How well are you building and nurturing your perishable relationships?
2. Is your portfolio of relationships equally balanced between its quantity,
quality, and diversity?
3. Do you effectively leverage Relationship Currency® to create
long-term and preferential access and opportunity?
4. Are you producing a Return on Your Relationship Investments?
5. What’s the cost of NOT building a viable network, with return
access
6:15pm -6:30pm - Day 1 Closing Remarks
6:30pm-8:00pm - Networking & Cocktail Reception in Exhibit
Hall
Agenda Main | Day 1 (PDF -
Coming Soon) | Day 2
