Calendar

Apr
18
Wed
CRM Governance: Keeping Data Clean and Users Engaged 
Apr 18 @ 9:45 am – 11:15 am

Most CRM projects launch successfully, but they fizzle out within a few years.  This session is about the “care and feeding” of your customer relationship initiative.  You’ll use your free governance planning workbook to capture insights and develop a plan that is right-sized to your organization.

Key takeaways:

  • How to form, and engage, a CRM steering committee
  • The dozens of potential roles on a CRM project, and which ones are right for your team
  • Managing the risk of a major CRM disruption
  • Bad data – why it happens, how to clean it up, and how to prevent it
  • Continuous training and improvement
  • Key performance indicators – how to engage your whole team in improving the score
Guest Case Study: Intel – Embrace the Vortex of Change
Apr 18 @ 11:30 am – 12:30 pm

How to engage with customers in new and exciting ways

We are in the vice like grip of the Vortex of Change and it is gaining momentum at an exponential rate. The 3rd Industrial Revolution is still playing out, yet the 4th is breathing down its neck. A new era is being ushered in, characterized by a fusion of physical, digital and biological systems. Business models are being turned upside down – from traditional, to digital, to autonomous as the Programmable Economy rises. These tectonic shifts affect every industry on earth. Time is no longer linear and size is no longer a guarantee of success. To stay ahead, it’s imperative for organizations to innovate, “fail fast”, learn and iterate. Understanding who your customers are, how to efficiently engage with them, and how to measure success requires world class CRM tools and best practices to use them.  In this session you will hear about how Intel has transformed their sales engagement process, implemented world class CRM tools and how they use them to collaborate with thousands of companies worldwide who are navigating through the Vortex of Change.

Shannon Poulin: VP and GM, Industry Sales Group at Intel Corporation

 

Lunch: On Your Own but not Alone
Apr 18 @ 12:30 pm – 1:30 pm

On your own, but not alone. Grab lunch along with the rest of the group from the nearby Orbis café. Weather permitting, enjoy your lunch outdoors on the university campus. 

Managing Change – Develop a CRM Adoption Strategy
Apr 18 @ 1:30 pm – 3:30 pm

Customer experience management projects can transform a company – from the brand to the bottom line.  In this session you’ll learn how to go beyond technology and into changing how your business thinks about customers.  Your change management workbook and team exercises will guide you to develop your own change management strategy, learn from other attendees, and bring tips and tools back to your workplace that you can apply immediately.

  • Identify the right structure for your CRM leadership team
  • Learn why CRM training doesn’t work, and how to adopt a new approach
  • The top 5 drives of change management – and how to apply each
  • Engaging your leaders in the CRM project
Closing and Workshop Takeaways
Apr 18 @ 3:45 pm – 4:15 pm

As a group, attendees will be asked to share tips, tricks and takeaways from the workshop in this interactive wrap-up session. 

Jun
13
Wed
Continental Breakfast, Coffee, and Networking
Jun 13 @ 8:00 am – 8:30 am

Get your motors running!  Join us back at the UNCC campus, grab a cup ‘o joe and dive into day two!

Building a Better Governance Plan
Jun 13 @ 8:30 am – 10:30 am

Many digital workplace projects launch successfully, but then quickly fizzle out or become inundated with stale information.

You’ll use your free governance planning workbook to capture insights and develop a plan that is right-sized to your organization.

Key takeaways: 

  • Learn the differences in the four intranet governance models and determine which one is right for your organization
  • Discuss the five C’s of a proper governance plan
  • Managing the risk of a major disruption
  • Bad data – why it happens, how to clean it up, and how to prevent it
  • Continuous training and improvement
  • Key performance indicators – how to engage your whole team in improving the score
  • How to form, and engage, a steering committee
Guest Case Study: TBD
Jun 13 @ 10:30 am – 11:30 am
Lunch – On Your Own but not Alone
Jun 13 @ 11:30 am – 1:00 pm

On your own, but not alone. Grab lunch along with the rest of the group from the nearby Orbis café. Weather permitting, enjoy your lunch outdoors on the university campus.

Benchmarking for Continuous Improvement
Jun 13 @ 1:00 pm – 1:45 pm

A successful digital workplace solution is at the heart of engaging employees and satisfaction that in turn aids them in delivering great customer experiences. But over half of technology projects are still failing – and most organizations have little idea why.

In this session, you will walk through a process for rating projects, rate your organization across 5 categories, and network with others to find out what is working for them. At the end of the session, you will have a benchmarking guide that you can use to continually monitor and improve the people, processes and technologies associated with employee and customer engagement in your organization. We will also use the time to have the attendees that score the highest in each of the 5 areas share their best practices with the rest of the attendees.