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Monday
08:30 AM – 09:00 AM | Welcome Address & Gartner 60 Seconds or Bust | |
Speakers: Gareth Herschel, Adam Sarner
Session Type: Keynote Session | ID: K1a
Tracks: Advanced, Business, Foundation, Intermedia, IT, Strategic, Tactical |
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Monday
09:00 AM – 09:45 AM | Gartner Keynote: The Life and Times of Customer Relationship Management | |
Speaker: Ed Thompson
Session Type: Keynote Session | ID: K1b
Tracks: Advanced, Business, Foundation, Intermedia, IT, Strategic |
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Monday
10:00 AM – 10:45 AM | Creating a Customer-Centric Strategy for Your Enterprise | |
Speaker: Scott D. Nelson
Session Type: Track Session | ID: A1
Tracks: A, Business, Foundation, IT, Strategic |
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Monday
10:00 AM – 10:45 AM | Emerging Customer Analytic Capabilities for Competitive Advantage | |
Speaker: Gareth Herschel
Session Type: Track Session | ID: B1
Tracks: Advanced, B, Business, Tactical |
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Monday
10:00 AM – 10:45 AM | Top Capabilities for Multichannel Campaign Management | |
Speaker: Adam Sarner
Session Type: Track Session | ID: C1
Tracks: Business, C, Intermedia, IT, Tactical |
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Monday
10:00 AM – 10:45 AM | The Customer Service Processes and Technologies Most Critical to Your Organization.
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Speaker: Michael Maoz
Session Type: Track Session | ID: D1
Tracks: Advanced, Business, D, IT, Strategic |
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Monday
11:00 AM – 11:30 AM | Social CRM for the Public Sector | |
Speaker: Robert Greenberg
Session Type: End-User Case Study Session | ID: A2
Tracks: A, Tactical |
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Monday
11:00 AM – 11:30 AM | Case Study: Driving superior client engagement – Merrill Edge Advisory Center (CRM Excellence Award Winner: Enterprise-wide Category)
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Speaker: Alok Prasad
Session Type: End-User Case Study Session | ID: B2
Tracks: B, Tactical |
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Monday
11:00 AM – 11:30 AM | Best Buy Case Study: Social CRM Connects Customers and Drives $5M Benefit | |
Speaker: Gina Debogovich
Session Type: End-User Case Study Session | ID: C2
Tracks: C, Tactical |
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Monday
01:30 PM – 02:30 PM | Customer-Centric IT Architecture: The Components Required for an Extraordinary Customer Presence | |
Speaker: Gene Phifer
Session Type: Track Session | ID: A3
Tracks: A, Business, Intermedia, IT, Strategic |
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Monday
01:30 PM – 02:30 PM | How Many Single Views of the Customer Can You Afford to Have? | |
Speaker: John Radcliffe
Session Type: Track Session | ID: B3
Tracks: B, Business, Intermedia, IT, Strategic, Tactical |
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Monday
01:30 PM – 02:30 PM | Mapping Sales Productivity to the Cloud | |
Speaker: Michael Dunne
Session Type: Track Session | ID: C3
Tracks: Business, C, Intermedia, IT, Tactical |
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Monday
01:30 PM – 02:30 PM | How to Boost the Customer Experience | |
Speaker: Ed Thompson
Session Type: Track Session | ID: D3
Tracks: Business, D, Intermedia, Strategic |
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Monday
04:00 PM – 04:45 PM | Establishing a Customer-Centric Culture | |
Speaker: Matthew Goldman
Session Type: Track Session | ID: A4
Tracks: A, Business, Foundation, Strategic |
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Monday
04:00 PM – 04:45 PM | Taking Measure of Online Customer Behavior | |
Speaker: Bill Gassman
Session Type: Track Session | ID: B4
Tracks: B, Business, Intermedia, Strategic |
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Monday
04:00 PM – 04:45 PM | Sales Alchemy: Turning Lead Management Into Gold | |
Speaker: Chris Fletcher
Session Type: Track Session | ID: C4
Tracks: Advanced, Business, C, Intermedia, IT, Tactical |
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Monday
04:00 PM – 04:45 PM | What Are the Do’s and Don’ts Around Implementing Customer Self-Service? | |
Speaker: Johan Jacobs
Session Type: Track Session | ID: D4
Tracks: Advanced, Business, D, Intermedia, Strategic |
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Tuesday
08:00 AM – 09:00 AM | How to Quantify the Benefits and Build the Business Case for CRM Initiatives | |
Speaker: Michael Smith
Session Type: Track Session | ID: A5
Tracks: A, Business, Foundation, IT, Tactical |
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Tuesday
08:00 AM – 09:00 AM | Voice of the Customer: How to Collect, Analyze and Act on It | |
Speaker: Jim Davies
Session Type: Track Session | ID: B5
Tracks: B, Business, Intermedia, Tactical |
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Tuesday
08:00 AM – 09:00 AM | SaaS and Cloud Computing: CRM Game Changers or More of the Same? | |
Speaker: Robert P. Desisto
Session Type: Track Session | ID: C5
Tracks: C, Intermedia, IT, Strategic |
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Tuesday
08:00 AM – 09:00 AM | Website Usability and the Customer Experience | |
Speaker: Ray Valdes
Session Type: Track Session | ID: D5
Tracks: Business, D, Intermedia, IT, Strategic, Tactical |
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Tuesday
12:00 PM – 12:30 PM | Case Study: Going Above & Beyond - Navy Federal Credit Union (CRM Excellence Award Winner – Growth Category) | |
Speaker: Annie Sebastian
Session Type: End-User Case Study Session | ID: A6
Tracks: A, Tactical |
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Tuesday
12:00 PM – 12:30 PM | Going High Tech While Maintaining a HighTouch - Diefendorf Capital Planning Associates – Case Study (2010 CRM Excellence Award Winner – Efficiency Category) | |
Speaker: Monroe M. Diefendorf, Jr.
Session Type: End-User Case Study Session | ID: B6
Tracks: B, Tactical |
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Tuesday
12:00 PM – 12:30 PM | Gaining Buy-in for Change – Drugstore.com - Case Study (CRM Excellence Award Winner - Innovation Category) | |
Speaker: Lisa Larson
Session Type: End-User Case Study Session | ID: C6
Tracks: C, Tactical |
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Tuesday
12:00 PM – 12:30 PM | Revolutionizing the Customer Experience One Customer at a Time - Sprint Nextel Case Study (2010 CRM Excellence Award Winner – Customer Experience Category) | |
Speaker: Lance Williams
Session Type: End-User Case Study Session | ID: D6
Tracks: D, Tactical |
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Tuesday
02:30 PM – 03:15 PM | Aligning Marketing Processes to Optimize Marketing and CRM Performance | |
Speaker: Kimberly Collins
Session Type: Track Session | ID: A7
Tracks: A, Business, Intermedia, Strategic |
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Tuesday
02:30 PM – 03:30 PM | Best Practices for Developing a Customer Insight Capability | |
Speaker: Gareth Herschel
Session Type: Track Session | ID: B7
Tracks: B, Business, Foundation, Intermedia, IT, Tactical |
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Tuesday
02:30 PM – 03:30 PM | The Business Impact of Social CRM: Marketing | |
Speaker: Adam Sarner
Session Type: Track Session | ID: C7
Tracks: Business, C, Foundation, Strategic |
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Tuesday
02:30 PM – 03:15 PM | Exploiting Social Knowledge for Web Self-Service | |
Speaker: Johan Jacobs
Session Type: Track Session | ID: D7
Tracks: Business, D, Intermedia, IT, Tactical |
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Tuesday
04:45 PM – 05:45 PM | Panel: Strategies for Engaging the Social Customer that Actually Work | |
Speakers: Frank Eliason, Paul Greenberg, Brian Komar, Heidi Tucker
Session Type: Keynote Session | ID: K4
Tracks: Advanced, Business, Foundation, Intermedia, IT, Strategic, Tactical |
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Wednesday
08:00 AM – 09:00 AM | Not So Foolish: E-Commerce È-Mobile? | |
Speaker: Gene Alvarez
Session Type: Track Session | ID: C8
Tracks: Business, C, Foundation, Intermedia, IT, Tactical |
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Wednesday
10:00 AM – 11:00 AM | CRM 2020: What's Next? | |
Speaker: Gene Alvarez
Session Type: Keynote Session | ID: K5
Tracks: Advanced, Business, Foundation, Intermedia, IT, Strategic, Tactical |
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Wednesday
11:15 AM – 12:15 PM | Making the Business Case for CRM: Key Takeaways and Open Q&A | |
Speaker: Michael Smith
Session Type: Track Session | ID: B9
Tracks: Advanced, B, Business, Foundation, Intermedia, IT, Strategic, Tactical |
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Wednesday
11:15 AM – 12:15 PM | Establishing a Customer-Centric Culture: Key Takeaways and Open Q&A | |
Speaker: Scott D. Nelson
Session Type: Track Session | ID: C9
Tracks: Business, C, Foundation, Intermedia, IT, Tactical |
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