Tracks
11 Tracks
| 1: Track A: Creating a Customer Centric Enterprise | Focuses on how to make the customer the center of your business and IT strategy, processes and culture of the organization. • Best practices around organizing and managing a culture for CRM success • Communicating CRM business value and justifying the investment • Keeping the organization engaged in continuous customer innovation | A |
| 3: Experience Level: Advanced Agenda | Advanced | |
| 1: Track B: Understand Your Customer | Focuses on how to capture, measure and analyze the right customer information to better manage their current and future needs. • Establishing a single view of the customer across the enterprise • Metrics for customer value analysis • Using competitive intelligence to pursue market opportunities | B |
| 2: Role: Business | Business | |
| 1: Track C: Grow Your Customer Relationships | Focuses on how to empower sales and marketing with the strategies and tools to acquire, retain and grow profitable customer relationships. • Best lead management processes • Best practices for efficient customer segmentation strategies • Building a world-class e-commerce environment | C |
| 1: Track D: Engage Your Customer | Focuses on best practices, tools and processes to engage the customer and provide the best possible customer experience. • Creating and managing the right customer experiences • Social networking and media for customer service • Key customer service metrics | D |
| 3: Experience Level: Foundational Agenda | Foundation | |
| 3: Experience Level: Intermediate Agenda | Intermedia | |
| 2: Role: IT | IT | |
| 4: Strategic Sessions | Strategic | |
| 4: Tactical Sessions | Tactical | |
