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! 

CRM Benchmarking for Continuous Improvement
Apr 18 @ 8:30 am – 9:30 am

Jump-start your morning with an interactive session to learn how to benchmark your CRM project and capture best practice ideas from your peers.

A successful customer relationship management solution is at the heart of delivering great customer experiences. But over half of CRM projects are still failing – and most organizations have little idea why.

In this session, you will walk through a process for rating CRM 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 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.

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.