CRM - July 2008 - (Page 38)

Learn best practices, solutions, and strategies from world-class experts and organizations! www.destinationCRM2008.com Message From the Chairman Barton Goldenberg I President, ISM Inc., & Chairman, dCRM 2008 The destinationCRM conference series is where leading authorities, industry analysts and consultants and companies from all sectors meet to share ideas and network. Now in its third year, destinationCRM 2008 promises to be the best yet! We have secured the participation of industry gurus in the areas of sales, marketing and customer service. We have put together an interesting mix of keynotes, presentations and case studies including an exciting opening keynote by Lior Arussy, co-chairman, author, visionary, consultant and creative catalyst in the areas of creating delightful customer experiences and executing profitable customer strategies. We’ve got case studies by leading companies. You’ll have an opportunity to hear from and meet with leading CRM vendors in a learning environment. You’ll also gain insight into the current state of the CRM industry, where the internet is changing everything as it becomes the backbone for next-generation applications, collaboration, and real-time customer interaction. We’ll examine how the digital client will impact our workplace as well as the way we conduct our business. With the concept of cloud computing on the horizon and new tools that allow the internet to become the delivery vehicle for rich CRM applications, Web 2.0 is becoming the framework that will drive the next generation of products and methodologies that give companies a new level of control over their customer interactions and help them drive sales, services, and customer satisfaction. This is so important that we made Web 2.0 the theme for this year’s conference. With the help of our conference co-chair, Lior Arussy, we’ll also pursue what is really meant by customer experience. We’ll go inside the contact center and recommend ways to reach new heights. In addition to conference sessions, we’re offering four valuable pre-conference workshops: Executive CRM Boot Camp, Mastering the Web 2.0 People/Process/Technology Mix, Innovate Your Customer Experience, and Building and Managing High-Performance Service Organizations. See registration page for pricing. Lastly, we’re co-locating this event with SpeechTEK 2008, the largest U.S. conference for anyone interested in improving customer relationships through the use of speech technology. Stay on top of all of these best-in-class strategies and technologies in sales, marketing and customer service by attending the destinationCRM conference. I look forward to welcoming you in New York! R E G I S T R AT I O N I N C L U D E S : ◆ Access to Conference Sessions (subject to registration pass selected) ◆ Access to CRM Showcase ◆ Conference Bag and Binder ◆ Continental Breakfast and Coffee Breaks ◆ Attendee Luncheons ◆ Exhibit Hall Grand Opening Reception on Monday ◆ Networking Reception on Tuesday This year’s destinationCRM 2008 conference is co-located with SpeechTEK 2008, featuring the latest speech technology tools and services and how voice and speech recognition are being used in businesses today. CRM VENDOR TUTORIALS Message From the Co-Chairman Lior Arussy I President, Strativity Group, & Customer Service Track Chairman We live in a challenging time in which customers demand complete experiences. Meeting customer expectations is no longer sufficient to win in the marketplace. Our customers expect us to exceed their expectations. Customer service needs to transform itself into a competitive advantage, and to achieve this goal it needs to motivate and educate employees as well as align the organization to deliver. The customer service track was designed to empower executives with the knowledge and practical ideas on how to create an organization that exceeds expectations every day. The sessions are linked to create a cohesive theme of delivering beyond customer expectations. Additionally, a special group exercise is included to help you design the best problemresolution process for your organization. Join us on an interactive journey to discover the path to exceeding your customer expectations (and yours as well). I look forward to seeing you at destinationCRM 2008. These 20-minute sessions will provide a brief look at some of the cutting-edge solutions that are currently available for sales, marketing, and customer service professionals. Attendees will have the opportunity to hear directly from CRM vendors about a variety of technologies including open source, on-demand, business analytics, customer service, customer feedback management, CRM suite solutions, and more. http://www.destinationcrm2008.com

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

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