Tracks
9 Tracks
| Maturity Level: Advanced | Sessions for experienced CRM practitioners | Advanced |
| Business Focused Sessions | CRM is not just about technology, it’s a combination of policies, processes, and strategies. Sessions focusing on the business implications of CRM are highlighted with a “B” icon. | B |
| Maturity Level: Essentials | Sessions for those who are new to CRM/commencing new CRM initiatives | Essentials |
| Maturity Level: Intermediate | Sessions for those who have already commenced CRM projects | Intermedia |
| Technology Focused Sessions | Technology leaders turn to Gartner for independent insight into their most pressing technology issues. Sessions focusing on CRM architectures, technology platforms and applications are marked with a “T” icon. | T |
| Track 1: Initiate | For many organizations, investment in CRM is either on the agenda for the first time or back on the agenda with new leadership. But in the wake of a recession projects need to be focused and able to deliver a measurable ROI. Aimed at those who are new to CRM or commencing new CRM initiatives, this track draws upon over a decade of experience and hundreds of CRM projects to provide guidance on all aspects of embracing a CRM project. We provide lessons from the past, suggest ideas on how to get started, explore how to design, deliver and track a rewarding customer experience and delve in to the technical and cultural challenges that will be faced along the way. | T1 |
| Track 2: Reinforce | Over the past five years sales, marketing and service departments have invested primarily to meet operational goals, with scant regard for the customer. Designed for delegates who have already commenced their CRM projects, this track identifies what can be done to both extend and refine “departmental CRM” and to take a step back and begin to align these siloed worlds to create a single customer view and provide a consistent experience across channel and departments. We explore how to embed analytics into these functions. Those with existing knowledge of CRM projects seek ideas from others who have “gone live” through case studies, best practices and examples of what works best. | T2 |
| Track 3: Optimize | CRM is a journey. It is never complete. Its optimization requires constant evolution to meet evolving customer needs. As organizations struggle to differentiate themselves through their product or service offerings, it is their approach to CRM and the customer experience that can make a fundamental difference. A relentless focus on generating new ideas and embracing innovative concepts is an essential requirement for true CRM optimization. Aimed at experienced CRM practitioners, this track examines emerging approaches such as social CRM and advanced analytics and the social, technological and economic trends that will influence the next generation of CRM. | T3 |
| Track 4: Workshops | Whether you are a newcomer to Customer Relationship Management, or a CRM “master,” it’s always beneficial to share ideas and best practices. This track includes a series of workshops addressing some of the key CRM challenges facing organizations today. Specifically designed to be highly interactive, these workshops will facilitate peer to peer exchange and networking – combined with the expert advice of Gartner’s analysts. Limited to 30 end-user delegates per session, pre-registration is required. | T4 |
