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"Click for Assistance
- Dont' Make Your Customer Go it Alone "
When self-service works it is great. When it doesn’t, it can
be a very frustrating experience for the customer and a very
costly mistake for your company. In today’s world, self-service
is not enough. A seamless transition to assisted service is
a must to keep your customers from leaving you. Learn what strategies
and technologies are available so you don’t make your customers
“go it alone.
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"Has CRM Lost its
Mojo?" The number of customer inquiries
seems to increase faster than you can add personnel to address
the inquiries. In addition, customers expect 24 by 7 by 60 by
60 and are not willing to wait. Learn from our panel of experts
what new self-service strategies will allow you to scale customer
service and extend hours of operation without adding customer-facing
personnel.
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"CRM at the Speed
of Light" eCommerce expert Paul Greenberg
reveals winning strategies for leveraging the latest technologies
to acquire and retain customers, even when the competion is
fierce. Listen to Paul talk about how to keep up with customers'
lightning-fast demands and leverage the latest CRM technologies. [Paul Greenberg,
LiveWire]
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"New Self-Service
Strategies for the New Millennium" The number
of customer inquiries seems to increase faster than you can
add personnel to address the inquiries. In addition, customers
expect 24 by 7 by 60 by 60 and are not willing to wait. Learn
from our panel of experts what new self-service strategies will
allow you to scale customer service and extend hours of operation
without adding customer-facing personnel.
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"Transforming the
Call Center into a Multi-media Contact Center"
Once considered a luxury or competitive differentiator, multi-media
strategy for customer communication is rapidly becoming a necessity.
Learn how to manage the transition from a call center into a
multi-media contact center and what technologies are available
to help make the change.
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"Customerizing Your
e-Business" What's the difference between
a customer and an e-customer? Nothing. Every successful e-business
must incorporate the time-proven tenets of old-fashion service
- but in completely new ways. Hear what many industry titans
are doing to help pure dot- coms and click- and- mortar companies
customerize e-business. [Gary Lemke,
ReaMarket]
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"State of the Industry
- Analyst Panel" Do you have questions?
We have answers. Listen to this blue-ribbon panel of industry
experts from META Group, Aberdeen, IDC and Encore discuss various
vendor offerings, new strategies in an e-customer world and
what trends will dominate customer management in the coming
years. [Gary Lemke,
ReaMarket]
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"Having it All,
Rapid CRM in a Slowing Economy" Been burned
by a failed implementation? How do you implement a state-of-the-art
CRM solution with almost no capital outlay up front? Mark Richey,
CEO, Synchrony will discuss how to reduce the risk by starting
with a subscription based, remote-hosted application that can
be implemented in less than 60 days. Then once proven successful,
re-deploy the same application behind the company’s firewall
in its own data center. [Mark Richey,
Synchrony]
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"The eCustomer
Experience" Listen to seven of the best
industry power panels discuss various issues including "The
State of the Industry," "Transforming the Call Center," "Customerizing
your eBusiness," "Has CRM Losts its Mojo?" and more. [Gary Lemke,
RealMarket Live]
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"Closing the Adoption
Gap" The adoption gap is the difference
between potential adoption and actual adoption. The gap occurs
when a customer is not able to complete transactions, register,
or access services. Closing the gap means embedding highly personalized
service within each step of the application allowing your customers
to complete what they set out to do. [Jay Hallberg,
Motive]
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"Exploiting the
Benefits of a Component-Based Software Strategy"
Mass customization strategies can provide powerful competitive
advantages of increased agility, time-to-market and higher customer
loyalty. The same applies to how your create and implement customer
relationship management solutions. Brian Ladyman will examine
the growing trend towards component-based software and how component-based
solutions are allowing organizations to deploy exact-fit solutions
in less time and for less money. [Brian Ladyman,
YOUcentric]
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"How to Build a
CRM Solution That Yields Real Business Impact"
There's more to CRM automation (operational). To create solutions
with real business impact you have to gain customer insights
and turn that into action. Listen to Jeff Pulver talk about
how the combination of analytical and operational CRM can take
you to the next level of customer loyalty and business profit. [Jeff Pulver,
E.piphany] |
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"eSupport - Luxury
or Necessity?" In today's market, it's crucial
for organizations to streamline efforts, cut costs, and improve
overall business effectiveness by automating key business processes.
The bottom line is that "business as usual" isn't business as
usual anymore. Join Gary Zilk for an in depth discussion on
why today's successful enterprises such as Cisco and IBM have
made the automation of support fundamental to their core business
strategies. [Gary Zilk,
Support.com]
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"Selling CRM to
the CFO" Analysts estimate that more than
60% of CRM implementations are considered failures. Given the
economic slowdown, CFOs are scrutinizing expenditures more than
ever and CRM is no exception. Learn from John Goodman's years
of research on how to best sell CRM to the CFO. [John Goodman,
e-Satisfy]
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"CRM in a Down Economy"
During a period of economic downturn, as companies scale back
their overall capital spending, a majority retain CRM as the
first priority in their IT budgets. Don Peppers, Founder of
Peppers and Rogers Group, examines three principle motivations
behind continuing CRM initiatives in a downturn and why these
motivations are indeed so important. [Don Peppers,
Peppers and Rogers Group]
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"Building A Multi-Channel
Marketing Infrastructure " To develop and
manage customer relationships in today’s marketplace, visionary
organizations have embraced Multi-Channel Marketing. “Unified
CRM” systems leverage customer insight and utilize digital and
traditional communication channels, creating valuable customer
“relationship equity.” Joel Book will discuss the fundamental
infrastructure components that comprise a winning multi-channel
marketing solution. [Joel Book,
Prime Response]
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"IT Analysis Firms:
Let the Buyer Beware" Stowe Boyd of the
Knowledge Capital Group will look at IT Analyst firms from the
IT professional's point of view, addressing some basic but pressing
issues: Are analysis firms worth the money? What impact has
the Internet had on analyst firms and what they cover? Which
is the "best" firm -- or does that question make sense? What
is the best source of IT advice for my company, based on our
situation? [Stowe Boyd,
Knowledge Capital Group]
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"Meeting Today's
Service Requirements with Customer-Powered Solutions"
Companies need to look beyond current service tools to implement
solutions geared toward solving industry-specific problems.
E-service utilities don't always help when customers are engaged
in complex applications involving sequences of steps. These
service demands mean implementing solutions that can embed,
automate, and integrate service into any application or process. [Anna Clepper,
Motive]
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"Building the Multimedia
Contact Center" As the traditional telephony-based
call center evolves into the multimedia contact center, complete
with new purposes and new customer expectations, the architecture
of the center must also adapt. Simply adding “pipes” to connect
to the Web is not enough. This presentation addresses the market
forces that are driving the move to multimedia and the changes
to the provisioning components necessary to meet these forces
head-on. [Stan Vestal,
Quintus]
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""The Industry Analyst
Landscape" - Who's who and what do executives in the technology
vanguard NEED to know? " The Knowledge Capital
Group's CEO Bill Hopkins will offer insight on how your organization
can identify who the various industry influencers are, which
analyst firms to target, and how to work with them. You'll gain
a deeper understanding of the analyst landscape and advice that
can be applied within any analyst program. [Bill Hopkins,
Knowledge Capital Group]
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"The New Marketing"
The discipline of marketing is changing as leading business-to
consumer marketers are taking advantage of their business expertise
and leveraging strategy and technology support to dramatically
increase their Return on Marketing - becoming "New Marketers."
Tune in to learn what New Marketing is, what leading New Marketers
are doing today, and insight into what changes to expect as
2001 rolls on. [Steven Gal,
PrimeResponse]
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"Your Next Generation
Contact Center" Your next generation contact
center: the latest in technology. Should you build it or buy
it? What platforms should you use? And what to look for if you
partner with a service provider. Finally, tips on planning for
the future. [Art Coombs,
Echopass ]
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"eLearning Solutions:
The Difference Between CRM Success and Failure"
eLearning solutions are making the difference between the success
and failure of CRM system rollouts. Jay Waldron explains how
and why training has evolved from simple classroom instruction
to Web-based training and eLearning Support Systems. Discover
the benefits of an eLearning Support System and how it enables
organizations to develop and improve their ability to deliver
exceptional customer service. [Jay Waldron,
Knowledge Impact]
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"What Are Your Employees
Worth?" Learn how to define Knowledge Capital
and how it can generate wealth in your organization that exceeds
traditional financial capital valuations. [Paul Strassmann,
The Information Economics Press]
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"eRM: It’s Not Your
Mother’s Old CRM" With customers now communicating
in both traditional and online methods, the challenge to effectively
communicate with customers is enormous. In the Internet economy,
businesses are also facing the challenge of managing the relationships
they have with partners and vendors. Learn how to utilize an
integrated enterprise relationship management (eRM) system to
manage both customer and partner relationships and decrease
costs. [Dave Fowler,
Kana Communications]
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"Converting a Reactive
Help Desk to a Proactive Service Center"
Do you feel like you've lost control of your Help Desk? Listen
to Chris Ryan of FrontRange Solutions talk about the four stages
involved in moving from a reactive help desk to a proactive
service desk. A free white paper is available at the conclusion
of the webcast. [Chris Ryan,
Front Range Solutions]
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"Empowering Survival
of e-Business Initiatives with Asset Lifecycle Management "
Peregrine's Bill Keyworth will discuss the tangible benefits
of asset lifecycle management in lowering the total cost of
ownership for IT assets as well as empowering change and adaptability
of the IT infrastructure in order to survive the demands of
e-Business initiatives. [Bill Keyworth,
Peregrine]
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"The Strategic Benefits
of Knowledge Management " Discussing ServiceWare's
recently published whitepaper of the same title, Product Marketing
Manager Tom Perry will address the critical issues facing customer
service organizations today and how knowledge management can
play a role in solving these problems. Tom will outline the
necessary requirements for a successful KM implementation and
describe the benefits gained through proper use of a KM system. [Tom Perry,
ServiceWare]
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"The Future of eSupport:
State-of-the-Art, State-of-the-Industry Technology "
What are the products and technologies that can get you from
where you are to where you need to be? Do they all exist today?
In this web cast Tony Rodoni, VP of Marketing from Support.com,
will share a vision of the future for eSupport, with thought-provoking
capabilities you'll see and want in the near future. [Tony Rodoni,
Support.com]
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"Security and Privacy
in a Self Service World" Kurt Johnson of
Courion Corp discusses the importance security and privacy in
the new world of self service. He discusses new strategies and
technology for ensuring secure communications, private personal
information, and protecting corporate assets (data and network
security). [Kurt Johnson,
Courion]
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"Preparing for the
Holiday Rush" Are you prepared for the Christmas
CRM onslaught? Get tips on forecasting, planning, and deploying
temporary customer care centers. [Dona Munsch,
Echopass]
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"Personalizing Customer
Service and Support Using A Conversational Knowledge Base"
Ralph Barletta, General Manager of eGain discusses the importance
of a single knowledge base for multiple channels of customer
communication and the need to provide a customized user interface
for each customer. [Ralph Barletta,
eGain]
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"Wired for Warmth:
Delivering Personalized Customer Service over the Web"
Stan Vestal, General Manager of Eastern Operations for Quintus,
discusses the technology e-commerce sites need to build customer
relationships and encourage repeat business. [Stan Vestal,
Quintus]
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"Get Online or Get
In Line!" Bo Wandell, President of SafeHarbor.com,
challenges the conventional wisdom about how customers want
support today when he discusses the benefits of Web-based self-help
and how to achieve them. [Bo Wandell,
SafeHarbor.com ]
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"Extreme Success
Calls for Extreme CRM" Chordiant’s Sam Spadafora
explains how CRM has outgrown its roots in contact management
and sales force automation and how, for today’s biggest companies,
moving to a “clicks and bricks” strategy presents an extreme
CRM challenge. Spadafora says today’s top businesses require
an extreme CRM solution. [Sam Spadafora,
Chordiant Software]
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"Customer Service
on the Internet" Jim Sterne, author of "Customer
Service on the Internet" (second edition), discusses the importance
of customer-colored glasses when implementing new Internet strategies
involving on line customer relationships. Listen to Jim describe
the relationship continuum and state of the art customer service. [Jim Sterne,
Target Marketing]
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"Assisted Versus
Self Service: Pros and Cons, Rights and Wrongs"
Tom Gormley, formerly an analyst from Forrester Research, will
explain the importance of intelligent eService. Tom will discuss
the pros and cons of assisted service and self service to provide
extraordinary customer service. [Tom Gormley,
Servicesoft]
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"Make the Bad Man
Go Away: Redefining ROI and Adding Value"
Today, Barry will discuss why ROI in the world of CRM needs
to be redefined. Barry offers a fresh perspective on how to
value CRM initiatives and their place in the business world.
[Barry Trailer,
Goldmine]
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"The Whole Customer
Experience" Michael Charney, Director of
Product Research for ServiceWare describes the whole customer
service experience is not technology nor integration - it is
getting answers to questions and keeping customers from getting
stuck. Listen to Michael explain the "how-to." [Michael Charney,
ServiceWare]
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"Nine Ways to Fix
Sales: The Sales Force's Role in a Hybrid Selling System"
Steve Diorio, President of IMT Strategies shares his research
on sales organizations and why CRM has put pressure on sales
to change. Steve addresses the required changes direct sales
organizations need to make to remain viable. Specifically, he
will talk about nine ways to improve sales in a hybrid selling
environment. [Steve Diorio,
IMT Strategies]
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"Putting Skin Into
the Loyalty Implementation Game" Mark Turchan,
Senior Vice President of eLoyalty discusses the economics behind
Loyalty Value Add. In this discussion you will learn the importance
of measuring customer value, how to calculate Loyalty Value
Add and how to map priorities for maximum return. [Mark Turchan,
eLoyalty] |
