CRM - July 2008 - (Page 37) CONFERENCE AT- A - G L A N C E T U E S D A Y, A U G U S T 1 9 TRACK B ◆ MARKETING B101 I The Customer Model Denis Pombriant, Beagle Research Group TRACK C ◆ CUSTOMER SERVICE C101 I Experiential Customer Service—How to Wow Customers and Your CFO Lior Arussy, Strativity Group ATTENDEE LUNCHEON B102 I Leading With eCRM . . . And Innovating From Within: The Amtrak Story Sebastian Palowski, Amtrak e-Commerce C102 I Creating Customer Experiences, One Interaction at a Time: Exceeding Expectations at Every Interaction Ken Landoline, Yankee Group B103 I Beat the Half-Life of Web Technology Lee Scott, Unleashing Leaders C103 I Re-Engineering the Customer Experience: Moving the Customer Voice to the Boardroom Angelo Rago, Advanced Medical Optics (AMO) COFFEE BREAK IN THE EXHIBIT HALL B104 I CRM Vendor Tutorials B105 I Utilizing CRM to Capture Business Opportunities Jonathan Wright, Dow Corning C104 I CRM Vendor Tutorials C105 I From Employee Engagement to Customer Delight Keith Dawson, Frost & Sullivan NETWORKING RECEPTION W E D N E S D A Y, A U G U S T 2 0 TRACK B ◆ MARKETING A201/B201 I Technology Trends: New Developments and Products in Mobile Tim Bajarin, Creative Strategies TRACK C ◆ CUSTOMER SERVICE C201 I The Leadership Impact on Customer Experience Creation Lloyd Wilky, Merck B202 I CSAA’s Voice of the Customer Capability Cyndie Beckwith, CSAA C202 I Learn How to Apply Principles of Great Customer Experience Design to Complaint Resolution Lior Arussy, Strativity Group ATTENDEE LUNCHEON B203 I Web 2.0 and E-Marketing Changes Everything Cheryl Max, IBM IMC Center of Excellence C203 I Excellence Every Day. Excellence of Nothing: Performing at the Highest Standards Every Day Lior Arussy, Strativity Group B204 I CRM Vendor Tutorials C204 I CRM Vendor Tutorials CLOSING KEYNOTE I Applying the Lessons Learned to Your Organization Barton Goldenberg, Lior Arussy, & Tim Bajarin WEDNESDAY, AUGUST 20 TUESDAY, AUGUST 19
Table of Contents Feed for the Digital Edition of CRM - July 2008 CRM - July 2008 Contents Front Office Reality Check Customer Centricity The Tipping Point CRM’s a Social Animal SAP Looks to ‘Change the Game' CRM on Twitter CRM to the Max A Prescription for Satisfaction Required Reading Cover Story: Is Microsoft Winning the CRM Race? Jumping into the SaaS Pool Say What? Another Bright Idea Out of Edison A Small Biz Blossoms Biting Off the Right Amount Something for a Rainy Day Connect Re:Tooling Pint of View CRM - July 2008 CRM - July 2008 - CRM - July 2008 (Page 1) CRM - July 2008 - CRM - July 2008 (Page 2) CRM - July 2008 - Contents (Page 3) CRM - July 2008 - Contents (Page 4) CRM - July 2008 - Contents (Page 5) CRM - July 2008 - Front Office (Page 6) CRM - July 2008 - Front Office (Page 7) CRM - July 2008 - Reality Check (Page 8) CRM - July 2008 - Reality Check (Page 9) CRM - July 2008 - Customer Centricity (Page 10) CRM - July 2008 - Customer Centricity (Page 11) CRM - July 2008 - The Tipping Point (Page 12) CRM - July 2008 - The Tipping Point (Page 13) CRM - July 2008 - CRM’s a Social Animal (Page 14) CRM - July 2008 - SAP Looks to ‘Change the Game' (Page 15) CRM - July 2008 - CRM on Twitter (Page 16) CRM - July 2008 - CRM to the Max (Page 17) CRM - July 2008 - A Prescription for Satisfaction (Page 18) CRM - July 2008 - Required Reading (Page 19) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 20) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 21) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 22) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 23) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 24) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 25) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 26) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 27) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 28) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 29) CRM - July 2008 - Jumping into the SaaS Pool (Page 30) CRM - July 2008 - Jumping into the SaaS Pool (Page 31) CRM - July 2008 - Jumping into the SaaS Pool (Page 32) CRM - July 2008 - Jumping into the SaaS Pool (Page 33) CRM - July 2008 - Jumping into the SaaS Pool (Page 34) CRM - July 2008 - Jumping into the SaaS Pool (Page 35) CRM - July 2008 - Jumping into the SaaS Pool (Page 36) CRM - July 2008 - Jumping into the SaaS Pool (Page 37) CRM - July 2008 - Jumping into the SaaS Pool (Page 38) CRM - July 2008 - Jumping into the SaaS Pool (Page 39) CRM - July 2008 - Say What? (Page 40) CRM - July 2008 - Say What? (Page 41) CRM - July 2008 - Say What? (Page 42) CRM - July 2008 - Say What? (Page 43) CRM - July 2008 - Say What? (Page 44) CRM - July 2008 - A Small Biz Blossoms (Page 45) CRM - July 2008 - Biting Off the Right Amount (Page 46) CRM - July 2008 - Something for a Rainy Day (Page 47) CRM - July 2008 - Connect (Page 48) CRM - July 2008 - Re:Tooling (Page 49) CRM - July 2008 - Pint of View (Page 50) CRM - July 2008 - Pint of View (Page 51) CRM - July 2008 - Pint of View (Page 52)
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