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Agenda

The Format

Be there as twelve experienced Gartner analysts present the latest research, advice, strategies and technologies that will shape the future of your customer relationships. This will be backed up by distinguished guest keynotes and real-life case studies.

Interact directly with Gartner's top CRM analysts through private "One-on-One" sessions and in group workshops. Meet your peers in workshop sessions and networking events. In addition, join the high profile supplier presentations and case studies and meet the suppliers face to face at the "Solution Showcase".

Four Comprehensive Tracks

Four parallel tracks cover the spectrum of Garter's extensive CRM coverage, research, analysis and advice:

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.

Sessions in this track will include:

  • 8 Building Blocks of CRM
  • Customer Processes
  • Lessons from the CRM Excellence Awards Projects and Case Studies
  • ROI: Strategy and Metrics
  • CRM Architecture, Technology & Vendors
  • CRM Change Management

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.

Presentations in this track will focus on:

  • Sales Analytics/Incentive Compensation Management
  • E-Marketing, Multichannel Content Management & Segments
  • Customer & Web Analytics
  • Master Data Management
  • Data Quality
  • Enterprise Feedback Management

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.

Sessions within this track will focus on:

  • Self-Service and Social Computing
  • Social Marketing & Personas
  • Advanced Social Computing, Personas and Analytics
  • Cool CRM technologies & vendors
  • Customer Experience Mgmt
  • E-Commence, Web 2.0 and mobile

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. The CRM summit 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.

Topics include:

  • CRM Cost Optimization
  • Change Management
  • Getting Business Buy-In for CRM Initiatives
  • Data Quality

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Summit Value
Understand the True Value of the Summit.
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See What to Expect
View a presentation from the 2009 summit.
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Why this event? Why now?

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The Importance of CRM Implementations
A video with Adam Sarner.
Watch the Video
Gartner & 1to1 Media CRM Excellence Awards
Application deadline 29 January, 2010
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