Tracks
9 Tracks
| Theme 1: Urgency of Now | These sessions examine the planning needed for the next phase in CRM strategy as well as key issues in understanding customers’ needs within a profitable business process. Other focus areas include industries at the forefront of pioneering CRM strategies and practices. Challenge: Turning crisis to your advantage. Takeaway: Key strategies and emerging trends for enriching customer relationships and market growth through CRM innovation. | 1 |
| Theme 2: The IT Imperative: Planning for Flexibility | Setting a long-term IT strategy is difficult in markets where innovation and change are competitive necessities. These sessions explore how organizations moving through the current economic and IT cycle will be challenged to combine the flexibility of best-of-breed, innovative solutions with a robust infrastructure that allows for high levels of system stability and performance. Challenge: Which next-generation technologies support emerging trends in customer relationship management? Takeaway: Learn more about those technologies that involve co-innovation between the business and the customer to design, create and improve interactions. Gain greater value for both sides, regardless of the interaction channel. | 2 |
| Theme 3: Creating Destinations for Generation Virtual | Your Web site is one of the most powerful tools the enterprise has to project its brand and reputation. Yet the technologies and teams responsible are patched together from many disconnected sources. The results are poor design, lower sales and fewer site visits. Heightened consumer expectations will force IT and the lines of business to focus on integrated, customer-centric Web strategies. Explore the business processes, technologies and Web 2.0 software applications that will make businesses more successful on the Web. Challenge: Which business processes, technologies and Web 2.0 applications can create new and long-term customer value? Takeaway: Learn how IT and the lines of business can effectively integrate their customer-centric Web strategies to meet today’s customer expectations. | 3 |
| Theme 4: Communicating the Value - Innovation in Sales & Marketing | For many organizations, thought leadership for a CRM strategy comes from the marketing organization. Discover how new marketing technology is creating “intimacy through automation,” executing strategy, increasing loyalty and shaping future customer experiences that are measurable. For the sales force, new sales technology greatly increases the scope of potential prospects, closes more deals and gives salespeople more of what they actually want in a sales application. Challenge: Which solutions can automate customer intimacy, increase the scope of the prospect universe and help close the deal? Takeaway: An in-depth view of how marketers are creating measurable “intimacy through automation” and how companies can successfully deploy what salespeople want. Gain a better understanding of current and future technologies that marketing and sales departments will use to drive a company-wide, multichannel CRM strategy. | 4 |
| Theme 5: Delivering Customer Intimacy Through Service Automation | The increasingly critical role of customer service differentiation has reached a peak in the delivery of great “customer experiences” and thus holds the key to CRM success. These sessions explore how customer service strategies are evolving toward service differentiation to support ever-changing consumer trends. Also examined is the role and scope of the multichannel contact center and Web self-service over the next five years. Challenge: Creating service predictability and flexibility for any environment — how are customer service strategies evolving in today’s uncertain economic environment? Takeaway: See how Web-based self-service can be leveraged for economic advantage over the next five years. | 5 |
| Theme 6: Enabling Insight-Driven Strategies and Experiences | Although “work smarter, not harder” is a trite phrase, the concept — when put in practice — actually delivers value to organizations in today’s market. These sessions discuss how those organizations needing to measure the true state of their current performance and those that want to refine their understanding and treatment of customers can make targeted investments in analytic applications, which offer low-cost and high-impact opportunities to leverage existing investments. Challenge: How can you enable insight-driven strategies? Takeaway: Discover the pre-requisites to establishing a solid analytic capability as well as key metrics for CRM performance. | 6 |
| Theme 7: Brother, Can You Spare a CRM Project? How to Do More CRM for Less | CRM solutions are costly. Even under the best-laid plans, they have trouble demonstrating quantitative business value. Considering today’s highly challenging economic environment, enterprises must invest with even greater scrutiny. These sessions provide insights on optimizing your CRM costs while maximizing existing investments. Also up for discussion: best practices and strategies in asset procurement, vendor and resource management, end-user adoption and change, and examples of how necessity drives CRM innovation. Challenge: How can you invest wisely in a difficult business environment, optimize costs and maximize what’s already in place? Takeaway: Strategies and approaches for minimizing expenses to meet the needs of the customer within the constraints of the current economic environment. | 7 |
| Theme 8: Making the Right Choice the First Time | These sessions provide the opportunity for a deeper discussion into the vendors and markets that shape organizational use of technology as an enabler of CRM. Each of these interactive sessions focuses on a specific component of the CRM market. Challenge: What’s the state of the CRM market? Which vendors must you consider when making a buying decision in today’s economy? Takeaway: Gain insight into key evaluation criteria to be used when selecting the best vendor for your CRM projects and initiatives. | 8 |
| PowerBreakfast | PB | |
