What's New in 2009

Our new role-based agenda provides key strategic actionable insights to help you drive your CRM initiatives during these tough economic times. We've mapped a variety of content covering seven themes that will make it easier for you to match an agenda to your specific needs. We have also added a substantial amount of content around customer-centric Web strategies and Web 2.0 technologies, as well as focused much content around being more resourceful with CRM enabling you to maximize existing assets while minimizing expense to meet the needs of the customer amidst the constraints of the current economic environment.

• Business Strategy: The Urgency of Now
• The IT Imperative: Planning for Flexibility
• Customer Centric Web Strategies and Web 2.0 Technologies: Creating Destinations for Generation Virtual
• Sales and Marketing: "Intimacy through Automation" and "Deploying What Salespeople Want"
• Customer Service: Delivering Customer Intimacy through Service Automation
• CRM Analytics: Enabling Insight Driven Strategies and Experiences
• Resourceful CRM: Brother Can You Spare a CRM Project? - How to Do More CRM for Less

Complimentary Workshops
In addition to the main program content, we have also introduced a series of workshops to provide more in-depth discussions around some of the areas of CRM that you might be struggling with. Topics include:

• Getting the Most out of Your Marketing Dollars
• How To Leverage Social Media within Your CRM Strategy?
• Customer Experience
• Web Analytics Best Practices
• CRM Contracts & Negotiation
• Mastering Customer Data Quality
• How to Use Key Performance Indicators to Manage CRM Initiatives
• Implementing a CRM Solution Using an External Service Provider (ESP)

Agenda Role-based Tracks

Business Strategy: The Urgency of Now
CRM Business strategies must continue to evolve to meet and exceed customer expectations. These sessions focus on planning the next phase of a CRM Strategy. They will cover industries that are pioneering CRM as well as cover fundamental issues for understanding customers' needs within a profitable business process.

Developed for: CEOs, VPs, Directors & Project Managers

Key Takeaway: Key strategies and emerging trends for enriching customer relationships and market growth through CRM innovation.


The IT Imperative: Planning for Flexibility
Setting a long term IT strategy is difficult in markets where innovation and change are competitive necessities. How to combine the flexibility that accommodates best of breed solutions and innovative solutions with the robust infrastructure that will allow high levels of system stability and performance will be the key challenge for organizations moving through the economic and IT cycle.

Developed for: CIOs, Chief Innovation Officers & Technology Strategists

Key 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.


Customer Centric Web Strategies and Web 2.0 Technologies: Creating Destinations for Generation Virtual
Your website 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. We look at the business processes, technologies, and Web 2.0 software applications that will make businesses more successful on the web.

Developed for: Web Strategists & Web Channel Managers

Key Takeaway: Learn how IT and the lines of business can effectively integrate their customer-centric Web strategies to meet today's customer expectations.


Sales and Marketing: "Intimacy through Automation" and "Deploying What Salespeople Want"
For many organizations, thought leadership for a CRM strategy will come from the marketing organization. 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 is giving salespeople more of what they actually want in a sales application, driving adoption. An in-depth view of how marketers are creating measurable "intimacy through automation" and how companies can successfully deploy what salespeople want.

Developed for: CMOs, Sales & Marketing Executives

Key Takeaway: Gain a better understanding of current and future technologies marketing and sales will use to drive a company-wide, multi-channel CRM strategy.


Customer Service: 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 increasingly evolving towards service differentiation drives to support the ever changing consumer trends and they will drill down to explore the role and scope of the multi-channel contact center and web self-service over the next five years.

Developed for: Chief Customer Service Officers, VPs of Customer Service & Contact Center Managers.

Key Takeaway: Learn how customer service strategies have evolved within the current economic environment and the advantages the role multi-channel contact center and web based self-service can provide for the next five years.


CRM Analytics: Enabling Insight Driven Strategies and Experiences
Work smarter not harder is a trite phrase but is actually delivering value to organizations in today's market. Organizations that need 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 that offer low cost, high impact opportunities to leverage existing investments.

Developed for: Business analysts

Key Takeaway: Discover the pre-requisites to establishing a solid analytic capability as well as key metrics for CRM performance.


Resourceful CRM: Brother Can You Spare a CRM Project? - How to Do More CRM for Less
CRM solutions are costly and even under the best laid plans, have trouble demonstrating quantitative business value. When combined with the most challenging economic environment of our time, enterprises must invest with even greater scrutiny. Sessions will present insights on optimizing your CRM costs while maximizing existing investments. They will cover best practices and strategies in asset procurement, vendor and resource management, end user adoption and change, and examples of how necessity drives CRM innovation.

Developed for: Business & IT roles relating to CRM

Key Takeaway: Strategies and approaches for minimizing expenses to meet the needs of the customer within the constraints of the current economic environment.

Supplement your customized role-based agenda

Magic Quadrant Sessions: Make the Right Choice the First Time
These sessions will provide the opportunity for a deeper discussion into the vendors and markets that shape organizational use of technology as an enabler of CRM. Each interactive session will focus on a particular component of the CRM market. As well as defining the key vendors that organizations should consider as they make buying decisions. These sessions will provide insight into the key evaluation criteria and differentiators between the vendors.

Complimentary Workshops
These workshops are offered during the main program and seats are limited to 30 end-users per session - advanced registration is required. Register early to reserve your seat!

Getting the Most out of Your Marketing Dollars
In a tough economy, CMOs are under increased pressure to make every marketing dollar count and deliver ROI for marketing programs and campaigns. Leaders and managers across marketing can support the CMO by prioritizing spending based on performance and ROI. Enterprise marketing management (EMM) is a key enabler but marketing organizations may not have the capability to invest in a total platform to support EMM. This workshop will help companies identify key areas of marketing investment to help companies drive revenue through retention and growth campaigns, eliminate waste and improve overall ROI in the short-term while planning a longer term phased roadmap for EMM.

How To Leverage Social Media within Your CRM Strategy?
Everyday there seems to be another site popping up. Myspace, Facebook, Twitter, LinkedIn, Brightkite. The list grows longer and longer. And every day there is another article about why your business should be using these social media sites to generate new business. But does that work? And if so, how do you get started? And how do you have a long term strategy that will allow you to learn and grow in your knowledge of the space, even as tomorrow's hot sites are waiting to be created. This is not a presentation, it is an interactive session where we will learn, and share, and together figure out how to make sense of all of the hype.

Customer Experience
This workshop will focus on discovering best practices from the multitude of different ways to improve the customer experience through peer collaboration. Participants will need to be prepared to contribute and work with other attendees to help answer the question: "Which techniques have the greatest positive impact on the customer experience?"

Web Analytics Best Practices
Most organizations use Web analytics, but all are struggling to get the most value from the tools and processes that use them. Come to this workshop prepared to share your best and worst Web analytics practices and listen to others share theirs.

CRM Contracts & Negotiation
This interactive workshop will focus on how to maximize your dealings with vendors during these challenging economic times, as well as provide insight into how to manage challenging negotiations including when vendors are not performing according to expectations.

Mastering Customer Data Quality
This interactive workshop will focus on the topic of creating a new master customer database, using master data management (MDM) or associated disciplines and technologies, to meet the organization's single view of customer needs. Attendees will be encouraged to engage with their peers in other organizations and drill down into the subject with moderation and input from the Gartner analyst.

How to Use Key Performance Indicators to Manage CRM Initiatives
Justifying and managing CRM initiatives in today's economic environment is more than challenging. It requires the primary stakeholders to assess and evaluate CRM opportunities in measurable terms. In this session we sill cover the steps necessary to perform this assessment and examples of the metrics that can be used to measure the results.

Implementing a CRM Solution Using an External Service Provider (ESP)
Best practices around implementing a CRM solution using an external service provider (ESP). An interactive discussion focused on helping you work more effectively with your provider to better plan and execute your CRM initiative.

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