gartner customer 360 summit · pdf file• high-powered networking opportunities with...

June 28 – 30 • Los Angeles, CA • gartner.com/us/crm

Gartner Customer 360 Summit

Early-Bird SavingSSave $300 when youregister by May 7

CRM Strategies and Technologies to Understand, Grow and Engage Customers

Guest keynotes

Paul GreenbergAuthor President, 56 Group

Don PeppersFounding Partner Peppers & Rogers Group

ConferenCe Co-ChAirs

Adam sarnerDirector Gartner Research

Gareth herschel Director Gartner Research

New focus on business-it alignment

Patrick LencioniPresidentThe Table Group

June 28 – 30 • Los Angeles • gartner.com/us/crm

2 register by May 7 and save $300.

Gartner Customer 360 summit

3Visit gartner.com/us/crm or call 1 866 405 2511.

Business and it leaders Collaborating and exchanging critical knowledge on how to implement CRM strategies and technologies to better understand, engage and grow customer relationships and revenue

Summit Overview Benefits of Attending

2 Overview3 Benefits of Attending4 Meet the Analysts5 Keynote Sessions 6 Summit Tracks 7 Summit Highlights 8 Agenda at a Glance 10 Solution Showcase 11 Registration

Customer experience• Creating a customer-

centric enterprise• Organizational and

cultural changes • Vision and strategy

for CRM

Marketing• Lead management• Customer segmentation• Performance

measurement• Online customer

communities

Customer data, analytics and metrics• Single view of the

customer• Improving customer

data quality• Business intelligence tools• Customer value analysis

Customer service• Customer self-service• Service metrics• Customer feedback

management• Social networking

and media

sales• Analytics, metrics and

reporting• Lead management • Sales force automation• Social networking

and media

Web, e-commerce and social media• Web 2.0 tools• Web analytics• Web marketing

• Customer relationship strategies

• The customer experience

• Marketing strategies

• Sales strategies

• Customer service

• Contact center strategies

• Web channels

• Business analytics

• Customer and performance metrics

• Strategic customer data insight

• Web and social CRM strategies

Gartner Customer 360: The single most important demonstration of Gartner insight in the CRM space brought to life

Table of contents

Hot topicsA must-attend for those who defineandmanage

Customer experience from every angle Four focus areas examine the entire customer life cycle—from initial strategy to engagement, and from obtaining the right customer metrics to growing long-term loyalty—and tools and techniques for success in every phase.

full access to proprietary CrM research In-depth research—for real companies facing real business issues—is what Gartner does best. As an attendee, you’ll be the first to know what Gartner considers new and noteworthy in the CRM space.

the energy and excitement of a live CrM event Be part of a dynamic, live atmosphere that yields big ideas and creative problem solving you won’t find on a printed page. Engage in peer networking that’s consistently rated as the best in the industry.

An independent point of view you can trust Our reputation was built on objective advice and recommendations derived from real-world, field-tested research, observations and insight.

What’s new in 2010? Big-picture strategy balanced with key tactical recommendations designed to help you deliver greater business value immediately.

• Two-and-a-half days, four tracks and 50-plus sessions• Renewed focus on collaborative and social CRM• Comprehensive focus on creating a customer-centric culture• Strong emphasis on business content• More Magic Quadrants and MarketScope sessions• More case studies and hands-on workshops• New presentation formats of varied lengths and styles• High-powered networking opportunities with industry peers• New Gartner & 1to1 Media CRM Excellence Award winners

key benefitsyou’ll learn how to:• Meet the challenges and seize the opportunities of social CRM.• Build and practice collaborative skills with your business and

IT counterparts, partners and customers.• Apply proven methodologies to enhance the customer

experience.• Make the customer the epicenter of your organization’s

strategy, processes and culture.• Gain insight into your customers to better manage their

current and future needs.• Leverage the right tools, people and processes to acquire,

retain and grow customer relationships. • Better understand and integrate emerging applications

and services.

CelebrateCRMExcellence

Gartner & 1to1 Media CrM excellence Awards celebrate organizations that have achieved dramatic customer experience impact with their CRM programs and initiatives. Hear the successes, challenges and insight from the winners in the following categories: enterprisewide, growth, efficiency, customer experience and innovation. Moderated by Don Peppers, founding partner, Peppers & Rogers Group.

the new social customer can be your best ally, or your worst nightmare

Just ask our special guest speaker, Paul Greenberg, president of the 56 Group and author of the best-selling book, CRM at the Speed of Light: Essential Customer Strategies for the 21st Century, who will be on-site to provide his insight and outlook for social CRM.





Meet the Analysts

Patrick LencioniPresident, The Table Group

Guest keynotes Plus…Customer 360 workshop series• Leveraging Social Media Within Your CRM Strategy

• Customer Experience

• Web Analytics Best Practices

• CRM Contracts and Negotiation

• Mastering Customer Data Quality

• How to Use Key Performance Indicators to Manage CRM Initiatives

• Overcoming Organizational Inertia: Driving Change Management

• Ensuring Executive Buy-In for CRM

seven Magic Quadrant sessions topics include:• Service (contact center)

• Marketing

• E-commerce

• CRM service providers (North America)

• Master data management

• Service (e-service)

• Sales force automation

For full keynote descriptions, including Gartner keynotes, visit gartner.com/us/crm.

Keynote Sessions

For over 25 years, Gartner analysts have been the trusted advisors to many of the world’s largest and most demanding organizations. Gartner analysts continually draw from the real-life challenges and solutions experienced by 60,000 clients worldwide.

focus area: customer self-service

Johan Jacobs Director

focus area: customer service

Michael Maoz Vice President Distinguished Analyst

focus areas: customer analytics and performance management

Gareth herschelDirector

focus area: systems integrators

focus areas: collaboration and innovation

kimberly harris-ferranteVice President Distinguished Analyst

focus areas: Web analytics and BI

Bill Gassman Director

Matthew Goldman Vice President

focus area: e-commerce focus areas: customer service and customer feedback management

Gene Alvarez Vice President

kimberly Collins Managing Vice President

Jim Davies Director

focus areas: customer relationship management; ERP and supply chain management

focus area: sales

Michael Dunne Vice President

focus areas: lead management and e-commerce

Chris fletcherDirector

robert P. Desisto Vice President Distinguished Analyst

focus area: CRM market trends

sharon A. Mertz Director

focus area: CRM strategy

scott D. nelson Managing Vice President

focus area: Web technologies

Gene Phifer Managing Vice President

focus area: customer data management

John radcliffe Vice President

focus areas: campaign management; online marketing and social CRM

Adam sarner Director

focus areas: metrics and performance management

Michael smith Vice President

focus area: enterprise marketing management

ed thompson Vice President Distinguished Analyst

focus areas: Web services; application development and integration

ray Valdes Vice President

focus area: customer experience management

Paul GreenbergAuthor President, 56 Group

Don PeppersFounding Partner Peppers & Rogers Group An opportunity to see,

hear and speak with the leading experts in the CRM world, and share new ideas and strategies.





Summit Tracks Summit Highlights

Customer 360 power networking forum

Why Gartner?Gartner produces the world’s leading technology conferences for CIOs, IT leaders and senior executives. Gartner events equip you with the knowledge, insight and advice you need to create the most effective technology strategy and become more successful in your role.

Globally, our analysts field thousands of queries related to customer relationship management each year. With 60,000 clients representing 10,000 distinct organizations worldwide, Gartner delivers a breadth of understanding no other research body can achieve, helping you build on your strengths, derive more value from every business and IT investment, and make smart decisions at every level.

No matter what issues you face, Gartner analysts have the expertise and experience to help. When you attend the Gartner Customer 360 Summit, you interact directly with our team of analysts on-site as they present their latest research and answer your questions.

Create a Customer-Centric enterprise Focuses on how to make the customer the center of your business and IT strategy, processes and culture of the organization.• Best practices around organizing and managing a

culture for CRM success • Communicating CRM business value and justifying

the investment • Keeping the organization engaged in continuous

customer innovation

understand the Customer Focuses on how to capture, measure and analyze the right customer information to better manage their current and future needs.• Establishing a single view of the customer across

the enterprise • Metrics for customer value analysis • Using competitive intelligence to pursue market

opportunities

Grow Customer relationships Focuses on how to empower sales and marketing with the strategies and tools to acquire, retain and grow profitable customer relationships.• Best lead management processes • Best practices for efficient customer segmentation

strategies • Building a world-class e-commerce environment

engage Customers Focuses on best practices, tools and processes to engage the customer and provide the best possible customer experience.• Creating and managing the right customer experiences • Social networking and media for customer service • Key customer service metrics

see page 8 for Agenda at a Glance

For complete session descriptions visit gartner.com/us/crm

Maximize your Customer 360 experience The summit provides a powerful mix of Gartner research presentations, practitioner case studies, peer-to-peer roundtables and hands-on workshops that closely engage Gartner analysts and attendees.

More than 50 analyst sessions across four tracksComprehensive coverage offering tactical advice and strategic direction on a range of must-know topics: collaboration, social CRM, analytics and performance management.

Five visionary keynotesEngage with today’s thought leaders and be inspired by big ideas that are sure to generate new insight you can leverage both professionally and personally.

Networking opportunitiesNetwork on-site with attendees, analysts and providers: vertical industry and hot topic networking breakfasts, hands-on workshops, roundtables and receptions.

Hands-on workshopsWorkshops provide you with a small drill-down environment, in which ideas are tested, solutions critiqued, and answers and actions to specific challenges and issues are devised, all of which can be used when you return home.

Rapid-fire sessionsShorter, faster-paced and more interactive sessions to discuss or debate some of the hot topics at the conference.

Gartner & 1to1 Media CRM Excellence AwardsDon Peppers, founding partner of the Peppers & Rogers Group, will host the Gartner & 1to1 Media CRM Excellence Awards announcement and also moderate a best practices panel with the award winners.

Solution provider sessions and case studiesLeading providers and their customers share best practices, strategies and offerings.

Solution Provider ShowcaseStreamline vendor research and create an actionable list of providers and solutions. See demonstrations of the market’s newest products.

With Gartner Customer 360, you’ll see the whole CrM picture Sometimes, simpler is better. Our new track structure delivers real-world, how-to content that addresses each aspect of the Gartner Customer 360 experience.

Preconference facilitated, structured and fun networking activities let you get to know your fellow attendees, identify who has the same issues, and make new friends and relevant connections before the conference even starts.

Analyst one-on-ones

Sit privately for 30 minutes with a Gartner analyst to get targeted advice. Choose an analyst who specializes in your area of opportunity or challenge.

To reserve your analyst one-on-one meeting please visit the Agenda Builder at gartner.com/us/crm or the One-on-One Desk at the conference.

8 register by May 7 and save $300. 9Visit gartner.com/us/crm or call 1 866 405 2511.

Sunday,June273:00 p.m. Preregistration

4:30 p.m. Customer 360 Power Networking Forum

Monday,June28 7:00 a.m. Registration

7:00 a.m. Networking Breakfast: Roles and Initiatives

7:30 a.m. Tutorial Fast Forward: CRM Solutions in Two Minutes or Less Sharon A. Mertz, Matthew Goldman

Tutorial Customer 360 Summit Overview/Orientation to Gartner Methodologies and Frameworks Gareth Herschel, Adam Sarner

8:30 a.m. k1a. Gartner keynote Welcome Address and Gartner 60 seconds or Bust Conference Chairs: Gareth Herschel, Adam Sarner

9:00 a.m. k1b. Gartner keynote Ed Thompson

TrackACreateaCustomer-CentricEnterprise

TrackBUnderstandtheCustomer

TrackCGrowCustomerRelationships

TrackDEngageCustomers

10:00 a.m. A1. Creating a Customer-Centric Strategy for Your Enterprise Scott D. Nelson

B1. Must-Have Analytic Capabilities for Intelligent Customer Relationships Gareth Herschel

C1. Critical Capabilities in Multichannel Campaign Management Adam Sarner

D1. What Are the Do’s and Don’ts Around Implementing Customer Self-Service? Johan Jacobs

11:00 a.m. A2. Case Study: Government B2. Case Study: Financial Services C2. Case Study: Healthcare and Pharmaceuticals D2. Case Study: Manufacturing

11:30 a.m. Attendee Lunch and Solution Provider Dessert Reception

1:30 p.m. A3. Is a Customer-Centric IT Architecture Possible (or Even Desirable)? Gene Phifer

B3. How Many Single Views of the Customer Can You Afford to Have? John Radcliffe

C3. Mapping Sales Productivity to the Cloud Michael Dunne

D3. Customer Experience Boosters Ed Thompson

2:45 p.m. Solution Provider Sessions

4:00 p.m. A4. Establishing a Customer-Centric Culture Matthew Goldman

B4. Taking the Measure of Online Customer Behavior Bill Gassman

C4. Sales Alchemy: Turning Lead Management Into Gold Chris Fletcher

D4. Best Practices From Financial Services Kimberly Harris-Ferrante

5:00 p.m. k2. Guest keynote Patrick Lencioni, Author, Founder and President, The Table Group

6:00 p.m. Solution Showcase Reception

Tuesday,June29 7:00 a.m. Registration

7:00 a.m. Networking Breakfast: Industry Verticals

8:00 a.m. A5. Measuring the ROI of Customer Centricity Michael Smith B5. Voice of the Customer: How to Collect, Analyze and Act on It Jim Davies

C5. Is SaaS the Future of SFA? Robert P. DeSisto D5. Website Usability and the Customer Experience Ray Valdes

9:15 a.m. k3. Guest keynote CrM excellence Award Winners Best Practices Panel Moderator: Don Peppers, Founding Partner, Peppers & Rogers Group

10:45 a.m. Solution Provider Sessions

12:00 p.m. A6. Case Study: Government B6. Case Study: Financial Services C6. Case Study: Healthcare and Pharmaceuticals D6. Case Study: Manufacturing

12:30 p.m. Attendee Lunch and Solution Provider Dessert Reception

2:30 p.m. A7. Aligning Marketing, Sales and Service Processes for Fun and Profit Kimberly Collins

B7. Analytics: The Emerging State of the Art Gareth Herschel

C7. Social CRM: Business Results for Marketing Adam Sarner

D7. Expoiting Social Knowledge for Web Self-Service Johan Jacobs

3:30 p.m. Solution Provider Sessions

4:45 p.m. k4. Guest keynote Panel: strategies for engaging the social Customer that Actually Work Moderator: Paul Greenberg, Author and President, 56 Group

5:45 p.m. Hospitality Suites

Wednesday,June30 7:00 a.m. Registration

7:00 a.m. Networking Breakfast: Roles and Initiatives

8:00 a.m. A8. Social CRM: Where Is It Today and Where Is It Going Tomorrow? Michael Maoz; Paul Greenberg, Author, President, 56 Group

B8. How to Stop Worrying About Data Quality and Love Your Inner BI Bill Gassman

C8. Not So Foolish: E-Commerce E-Mobile? Gene Alvarez D8. Social CRM: Where Is It Today and Where Is It Going Tomorrow? Michael Maoz; Paul Greenberg, Author, President, 56 Group

9:15 a.m. Solution Provider Sessions and Case Studies

10:00 a.m. k5. Gartner keynote CrM 2020 Gene Alvarez

11:15 a.m. A9. CRM Vendor Recap: Key Take-Aways and Open Q&A Sharon A. Mertz

B9. Making the Business Case for CRM: Key Take-Aways and Open Q&A Michael Smith

C9. Establishing CRM Culture: Key Take-Aways and Open Q&A Scott D. Nelson

Agenda as of March 23, 2010

Build your own customized agenda online Use our convenient Agenda Builder to custom-create your own summit curriculum prior to the event. You can even customize your agenda via your mobile phone and sign up for RSS alerts. Get started at gartner.com/us/crm.

For session descriptions and agenda updates, visit gartner.com/us/crm.Conference TracksAgenda at a Glance

A perfect combination of topics, subject matter and experts.




Visit gartner.com/us/crm or call 1 866 405 2511. 11

Solution Showcase Registration

Three easy ways to registerWeb: gartner.com/us/crmPhone: 1 866 405 2511 e-mail: [email protected]

Bring your team and save Teams that attend a Gartner summit together gain a richer experience of the event, so we’ve designed a special package that will help teams of three or more maximize their summit experience while on-site. Visit Registration & Pricing at gartner.com/us/crm for details on how you can save.

Start networking with us and your colleagues now Linkedin: Visit LinkedIn.com and search for the Gartner Customer Relationship Management (Xchange) group.

twitter: twitter.com #gartnercrm

Justifying your attendance made simple Our Attendee Justification Kit makes it easy to demonstrate the value of your summit experience. It includes a customizable letter, cost-benefit analysis, cost-optimization highlights, top 10 reasons to attend and more. Details: gartner.com/us/crm

Gartner event tickets We accept one Gartner conference ticket as full payment. If you are a current client with questions about tickets, please contact your sales representative.

Interested in becoming a Gartner client?Phone: +1 203 316 1111e-mail: [email protected]

Consider all the options before making important buying decisions Market leaders and innovators in the CRM space will be on-site with informed representatives ready to answer your questions. This is the place to follow up on the information you’ve gathered at a solution provider or Gartner-led session. • Become more informed on the latest products

and services via turnkey exhibits.• Engage a solution provider who can address

your requirements.• Walk away with a shortlist of vendors who meet

your needs.

Premier

Platinum

Special Gartner hotel room rate: $189 per night

We have reserved a limited block of rooms at the Hyatt Regency Century Plaza. As these rooms can only be held until May 31, we recommend you contact the hotel now. To obtain the special Gartner rate, inform the hotel that you are attending the Gartner Customer 360 Summit.

hyatt regency Century Plaza 2025 Avenue of the Stars Los Angeles, CA 90067 Phone: +1 310 228 1234 Web: centuryplaza.hyatt.com

Sign up for the Gartner Applications InsiderAccess complimentary research and event value all year The Gartner Applications Insider is a monthly e-mail newsletter offering complimentary access to role-based content focused on the virtual enterprise. Each monthly newsletter showcases insight from Gartner research along with industry data and best practices from Gartner Events. Special features of the newsletter include: • Complimentary Gartner research • Webinars • Podcasts • Upcoming events and special offers • Survey and poll results from peers

Sign up today at gartnerinfo.com/eventsinsider. See our other role-based newsletters for the latest Gartner insight on all your key initiatives.

sponsors (as of March 23, 2010)

Early-bird price:$1,795save $300. Applies if credit card payment is received by May 7. Fee includes conference attendance, documentation and planned functions. Standard price: $2,095

Autonomy Corporation, a global leader in infrastructure software for the enterprise, spearheads the Meaning Based Computing movement. Autonomy’s technology allows computers to harness the full richness of human information, forming a conceptual and contextual understanding of all electronic data, including text, e-mail, Web pages, voice or video. Autonomy’s multichannel customer interaction analytics solution consolidates all customer interactions from contact center, website, storefront and social media, to identify patterns in customer behavior and improve the customer experience. http://www.autonomy.com/etalk

Microsoft Dynamics CRM offers businesses of all sizes the ability to create and grow profitable customer relationships via a complete sales, service and marketing suite. Based on the familiar Microsoft Office Outlook user experience, Microsoft Dynamics CRM provides the easiest and most natural way to deliver powerful CRM capabilities from the applications that employees use every day. http://www.microsoft.com/crm

As the global leader in data warehousing and analytic technologies, Teradata solutions make smart companies smarter. Teradata gives companies the people, technology, innovation and a world-class network of customers and partners enabling them to gain competitive advantage to master their markets. With Teradata, the smartest wins. Learn more at http://www.teradata.com

Jive Software Neolane, Inc. Pegasystems Inc. VeraCentra

Portrait Software

silver

kiosk

Media Partners

Dan Anibal Account Manager +1 203 455 0570 [email protected]

sponsorship opportunities

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gartner customer 360 summit · pdf file• high-powered networking opportunities with...

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