Registration, Networking and Continental Breakfast
Apr 17 @ 8:00 am – 8:30 am

Get your motor running with coffee, continental breakfast, and meeting colleagues on the UNCC campus PORTAL building! 

Welcome and Speed Networking – Get to Know Your Fellow Workshop Attendees
Apr 17 @ 8:30 am – 9:00 am

In this fast-paced interactive session get to know your fellow peers, their biggest CRM challenges, and a few fun facts. 

Keynote: Creating a Customer-Centric Organization
Apr 17 @ 9:00 am – 9:45 am

Grab your coffee and grab a free copy of, “The LUCK Principle,” while author Geoff Ables discusses how to create a customer-centric organization!

Being customer-centric is far from being a new concept, but the techniques and digital workplace tools that can make it a reality have advanced significantly in recent years.   In this session, author Geoff Ables will share case studies of what a customer-centric organization looks like, how your data, processes, people, and culture have to align, and organizational disciplines that result in the best customer experiences.  It is targeted towards individuals who want to go beyond technology solutions, and want to drive change – even transformation – in their businesses.  Leaders in operations, sales, marketing, technology, HR, and service will find this to be an engaging session.

Session takeaways:

  • Understand the 5 common-sense, but not commonly practiced, rules for customer engagement
  • Learn the differences between standard business processes and relationship business processes
  • Successfully engage leaders in relationship-building projects while avoiding common leadership pitfalls
  • Know why companies are failing at failure, and how to learn more from failures
Creating a CRM Roadmap that Leads to Adoption
Apr 17 @ 10:00 am – 11:30 am

It’s a fact – 47% of CRM projects fail 2 or more times before organizations get it right. One of the most critical reasons: not understanding the unique planning process. This session will dive into what should be included in your CRM roadmap, how to build it, and what to consider leaving out.

  • Participate in group exercises that you can bring back to your team
  • Learn what your CRM vendor isn’t telling you
  • Discover the 7 habits of CRM success
  • Engage a CRM leadership team
  • Get a CRM roadmap workbook for free

“I only wish we had more time to dive deeper into this important concept.”

Note that in response to the above comment, we have split this session out into three sessions.  The Roadmap, Governance and Change Management sessions.

Guest Case Study: TBD
Apr 17 @ 11:30 am – 12:30 pm
Lunch: On Your Own but not Alone
Apr 17 @ 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. 

Creating a Virtuous Activity Management Cycle in CRM
Apr 17 @ 1:30 pm – 2:30 pm
Successful CRM Process Design
Apr 17 @ 2:45 pm – 5:00 pm

Want a clearer picture of your sales pipeline? Want to know where to invest in order to improve sales results? Looking for methods to streamline your service and marketing processes?

Having processes is critical for CRM success. But few companies understand the unique characteristics of customer-centric processes. In this session, we will work through designing a sales process (though the principles can be applied to any CRM process). At the end of the session, you will have a ready-to-implement process that includes sales stages, steps and an approach for monitoring and improving the process. Attendees will get a workbook to use in the session, a business process template focused on sales, and electronic versions that can be used for designing other CRM related processes.

All attendees will receive a free sales process design workbook that will be chock full of notes and ideas by the time you are done.

“I’m so excited to use the tools we learned in this session with our internal group to understand their needs better.”

Dinner Together
Apr 17 @ 6:00 pm – 8:00 pm

Our sponsor will be taking all attendees out to dinner at a nearby highly rated restaurant this evening. 

Coffee and Networking
Apr 18 @ 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!