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Enterprise [clear filter]
Wednesday, October 14
 

9:45am

High Performance Customer Care
For any organization, particularly the enterprise, how do you really execute against a customer care-focused organization? Join this session to dive into how you bridge the technology islands of data, Dynamics CRM, USD, and Parature to provide high performance customer care.

Speakers

Wednesday October 14, 2015 9:45am - 10:45am
C3

9:45am

Be a Playmaker with Governance and Change Management Concepts
What is CRM governance? Why define your CRM? Join this session to bring balance to your CRM deployment and explore CRM system governance and change management. This presentation emphasizes key concepts to developing the enterprise focus needed to help drive toward success of your CRM project's overall objectives.

Speakers
avatar for  Clarissa Simpson

 Clarissa Simpson

Dynamics CRM Specialist/Systems Analyst, Ford Motor Company
Microsoft Dynamics CRM Specialist / CRMUG Board of Advisors / Technology Project Manager / CRM Governance Guru / Quality Systems Call Centers / CCA & CCD / Unified Service Desk "Coming together is a beginning, staying together is progress, and working together is success." ~ Henry... Read More →


Wednesday October 14, 2015 9:45am - 10:45am
D9

1:30pm

Who's on First? Learning to Run Those Cases Better
Case Management has vastly improved over the years in Dynamics CRM, yet we still have the same challenges of knowing “Who’s on First” when it comes to helping our customers be successful and understanding the Key Metrics and trends to look for. Join this session to evaluate best practices in using Case Management in Dynamics CRM to serve customers better and score some runs as you learn to run those CRM bases better!

Speakers
avatar for Matthew Panzano

Matthew Panzano

CRM Practice - Director, Catapult Systems
Mr. Panzano has been in the computer systems industry for over 30 years he has worked at several fortune 500 companies, including 5 years running the Microsoft Support Team at TechData Corporation and 10 years as an Information Worker Principal Technology Specialist at Microsoft... Read More →


Wednesday October 14, 2015 1:30pm - 2:30pm
D7

4:30pm

Org-nado - A Deep Dive Into the Technical Details of Estimating and Delivering a Combined Org 2015 Upgrade
This session offers a structured discussion with some out-of-the-box thinking applied to a large CRM project and the challenges involved in engaging a substantial CRM development team. Topic highlights include: Estimation techniques for planning and re-imagining of combining orgs to take advantage of new platform features; description of an automated build process combing multiple separate 2011 orgs (utilizes SSIS with custom pipeline components); consideration when supporting a full complement of developer sandboxes, dev, QA and production environments; and an Overview of custom ‘entity versioning and history for unmanaged solutions’ to help reduce chaos when supporting simultaneous solution development.

Speakers
avatar for Gene Olafsen

Gene Olafsen

FMGlobal
Gene is a hands-on, lead by example, architect/manager with almost 30 years of best-practice oriented, software lifecycle experience. He is the author of several programming books and appreciates what CRM Dynamics brings to the enterprise. Early career experience include supporting... Read More →
avatar for Satish Srinivas

Satish Srinivas

Sr Software Engineer, FMGlobal
I have 15 years of experience in development of large enterprise application in web, client service, mobile, SQL server [2000-2014], SSRS [2000-2014] and Dynamic CRM [4.0-2015]. My interest in CRM compasses enterprise security design, scale and performance. My current role is to drive... Read More →


Wednesday October 14, 2015 4:30pm - 6:00pm
C3

4:30pm

Enterprise CRM System & Data Governance Panel
Now that you're a playmaker in understanding governance and change management concepts led by Clarissa Simpson (Ford Motor Company) in an earlier session, let's discuss with a panel of experts and others who have experienced embracing CRM governance and change control over their own deployments, all while managing their vendor relationships in a successful manner.

Speakers
VB

V. Balaji

Chief Information Officer, Tata Technologies
Global CIO of Tata Technologies. Responsible for CRM, ERP, Infrastructure, Engineering and Product Development systems @ Tata Technologies. Tata Technologies believes "Better Products Benefit People .. That is our Business". Talk to me about Manufacturing Industry, Auto, Aero... Read More →
avatar for Erin Schettler

Erin Schettler

Americas CRM Product Manager, JLL
avatar for  Clarissa Simpson

 Clarissa Simpson

Dynamics CRM Specialist/Systems Analyst, Ford Motor Company
Microsoft Dynamics CRM Specialist / CRMUG Board of Advisors / Technology Project Manager / CRM Governance Guru / Quality Systems Call Centers / CCA & CCD / Unified Service Desk "Coming together is a beginning, staying together is progress, and working together is success." ~ Henry... Read More →


Wednesday October 14, 2015 4:30pm - 6:00pm
D7
 
Thursday, October 15
 

8:00am

Maximizing and Designing for Best CRM Performance
Join this session to learn loads of tips, tricks, and best practices from real-world CRM systems that are large, complex, and demand top-notch performance. This session is focused mainly on on-premises CRM systems, but some tips will also apply to CRM Online and hosted environments.

Speakers
AF

Alex Fagundes

PowerObjects


Thursday October 15, 2015 8:00am - 9:00am
D9

8:00am

Leveraging CRM, SharePoint, and O365 to Streamline Your Revenue Acquisition Process
Tata Technologies, an enterprise engineering services and product development organization, embarked on a Sales War Room transformation across the 7 Key Pillars of Sales Transformation. This CRMUG member organization has since upgraded to CRM 2015. This session will provide an update of the Sales Transformation while also discussing early learnings from integrating CRM, SharePoint, and Office 365 to streamline the Revenue Acquisition process. You will also learn about the important role of Analytics in the Sales Journey.

Speakers
VB

V. Balaji

Chief Information Officer, Tata Technologies
Global CIO of Tata Technologies. Responsible for CRM, ERP, Infrastructure, Engineering and Product Development systems @ Tata Technologies. Tata Technologies believes "Better Products Benefit People .. That is our Business". Talk to me about Manufacturing Industry, Auto, Aero... Read More →


Thursday October 15, 2015 8:00am - 9:00am
D7

2:00pm

Ask the Experts – User Adoption Edition: Planning a Global CRM Training Program
As if conveying process changes and new CRM technology wasn't difficult enough, many organizations face challenges of varying geographies and languages in their User base. In this session, panelists will share their experiences with rolling out training across the globe and how success and failures would shape their advice to newcomers. Even if you have already deployed, there are plenty of tips and tricks to contribute and also take away from the experiences shared.

Speakers
avatar for Alesha Baerenwald

Alesha Baerenwald

CRM Consulting Supervisor, McGladrey LLP
I am passionate about Microsoft Dynamics CRM and especially love training and teaching others to use it! You can ask me about: Configuration, Customization, Integration, Training and really anything related to CRM!
avatar for Gretchen Opferkew

Gretchen Opferkew

Director of Education, CRM MVP, MCT, PowerObjects
Exchanging knowledge on Microsoft Dynamics CRM implementation best practices, techniques for design and architecture, and user adoption strategies.


Thursday October 15, 2015 2:00pm - 3:00pm
D4

3:15pm

Ask the Experts – User Adoption Edition: Enterprise CRM Strategies and Pitfalls to Avoid
Join this Enterprise Ask the Experts session to discuss User Adoption best practices for Enterprise organizations. We will discuss strategies and challenges in how to get departments and Users across large organizations on the same page when using Dynamics CRM. This session will particularly address the planning, alignment, and adoption concepts for the enterprise organization.

Speakers
avatar for Andreas Kraemer

Andreas Kraemer

CRM Business Owner, Wells Fargo Capital Finance
- Chairman of the CRMUG Board of Advisors. - CRM User Group Regional Chapter Leader in San Francisco / Bay Area and West Los Angeles. - Member of Microsoft Convergence Customer Advisory Board. - Hands-on w/ Microsoft Dynamics CRM since version 3.0 - Passionate about User Adoption... Read More →
avatar for Rick McCutcheon

Rick McCutcheon

MVP, Full Contact Selling
Rick is the creator of the Full Contact Selling methodology. He leads a Digital Sales Transformation and Design Practice specializing in B2B and Channel Sales organizations. Rick holds the prestigious designations of CSP (Certified Sales Professional) with Distinction. He has also... Read More →


Thursday October 15, 2015 3:15pm - 4:15pm
D7

4:45pm

Press Your Luck & Embrace the Unified Service Desk
"No Whammies, no Whammies, Stop!" From CCA, to CCD, and now to USD the Unified Service Desk - if used correctly will ensure "no Whammies" for you in your customer care journey. Join this session to hear best practices in using USD in bringing unified customer care experiences to your customers.

Speakers
avatar for Steven Foster

Steven Foster

CRM Product and Marketing Manager, Intergen
I see myself as a bit of an evangelist for CRM. I have been working with CRM systems for over 15 years across many platforms with Dynamics CRM for the last 8 years. I have worked on many projects across many industries and many countries and I bring this knowledge to my sessions... Read More →


Thursday October 15, 2015 4:45pm - 5:45pm
D7

4:45pm

Bakeoff! Dynamics Marketing vs. Marketing in CRM
Have you been wondering whether you should use Dynamics Marketing? This session will compare and contrast it against Marketing in CRM and clarify which solution works best for your marketing needs and goals.

Speakers
avatar for DoriAnn Basaraba

DoriAnn Basaraba

Manager, Dynamics CRM & Marketing, Hitachi Solutions, Ltd
DoriAnn Basaraba works as a CRM implementation manager with a focus on business process improvement and marketing automation solutions, including Microsoft Dynamics Marketing, ClickDimensions, and Salesfusion. Change management is always top-of-mind for DoriAnn, and she has assisted... Read More →
ZW

Zack Wenthe

National Marketing Strategist - Dynamics Marketing, RBA Consulting
Zack Wenthe has over 10 years marketing and operations experience in the areas of design/branding, marketing operations, marketing development, campaign management, and marketing resource management. He has worked with Fortune 500 and private corporations both in media, hospitality... Read More →
avatar for Margaret Wise

Margaret Wise

Senior Director, Arke
Margaret is an 18 year veteran of the CRM industry and a Dynamics CRM expert since v1.0. With Arke, Margaret is focused on helping companies through digital transformations with the goal of improving customer experience. This includes creating a strategic roadmap, implementing martech... Read More →


Thursday October 15, 2015 4:45pm - 5:45pm
D9
 
Friday, October 16
 

10:30am

Complex Enterprise Upgrades for Dynamics CRM
This Ask the Experts session focuses solely on enterprise migration or upgrade best practices. Join this session to hear some guidance and tips from the panel, but come prepared to share your own experiences, insights, and questions so that all can plan, migrate, and upgrade with hopefully limited surprises.

Speakers
avatar for Andreas Kraemer

Andreas Kraemer

CRM Business Owner, Wells Fargo Capital Finance
- Chairman of the CRMUG Board of Advisors. - CRM User Group Regional Chapter Leader in San Francisco / Bay Area and West Los Angeles. - Member of Microsoft Convergence Customer Advisory Board. - Hands-on w/ Microsoft Dynamics CRM since version 3.0 - Passionate about User Adoption... Read More →
avatar for Gene Olafsen

Gene Olafsen

FMGlobal
Gene is a hands-on, lead by example, architect/manager with almost 30 years of best-practice oriented, software lifecycle experience. He is the author of several programming books and appreciates what CRM Dynamics brings to the enterprise. Early career experience include supporting... Read More →
avatar for Satish Srinivas

Satish Srinivas

Sr Software Engineer, FMGlobal
I have 15 years of experience in development of large enterprise application in web, client service, mobile, SQL server [2000-2014], SSRS [2000-2014] and Dynamic CRM [4.0-2015]. My interest in CRM compasses enterprise security design, scale and performance. My current role is to drive... Read More →


Friday October 16, 2015 10:30am - 11:30am
D2

10:30am

How Social Engagement Can Drive Timely Marketing
Social Engagement opens up new channels of understanding for your prospects, customers, and market segment. Come see the solution and hear real marketing scenarios leveraging Social Engagement.

Speakers
avatar for Margaret Wise

Margaret Wise

Senior Director, Arke
Margaret is an 18 year veteran of the CRM industry and a Dynamics CRM expert since v1.0. With Arke, Margaret is focused on helping companies through digital transformations with the goal of improving customer experience. This includes creating a strategic roadmap, implementing martech... Read More →


Friday October 16, 2015 10:30am - 11:30am
C2

1:00pm

C4 Goes Boom! A Customer Care & Call Center Discussion
Join this Ask the Experts panel to dive into a great discussion around the 4 Cs of customer care and call center optimization. Panelists will share some best practices they've learned along the way, then field your questions for a healthy discussion.

Speakers
avatar for Steven Foster

Steven Foster

CRM Product and Marketing Manager, Intergen
I see myself as a bit of an evangelist for CRM. I have been working with CRM systems for over 15 years across many platforms with Dynamics CRM for the last 8 years. I have worked on many projects across many industries and many countries and I bring this knowledge to my sessions... Read More →
avatar for Jessica Noble

Jessica Noble

CX Practice Leader, Tribridge
Jessica Noble has responsibility for the Customer Experience (CX) business consulting practice area for Tribridge with a background in Sales, Product Management, CRM, and CX. She specializes in working alongside customers to transform their organizations and realize their unique CX... Read More →
avatar for  Clarissa Simpson

 Clarissa Simpson

Dynamics CRM Specialist/Systems Analyst, Ford Motor Company
Microsoft Dynamics CRM Specialist / CRMUG Board of Advisors / Technology Project Manager / CRM Governance Guru / Quality Systems Call Centers / CCA & CCD / Unified Service Desk "Coming together is a beginning, staying together is progress, and working together is success." ~ Henry... Read More →


Friday October 16, 2015 1:00pm - 2:00pm
C3