CRMUG Summit 2015 has ended
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Leadership [clear filter]
Wednesday, October 14


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.

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


Powering Your Customer Journey
Understand how to power your entire customer journey through the technology you likely already own. This session will help you understand what a customer journey is, and how CRM, Dynamics Marketing, e-commerce, CMS, and other tools fit together to provide the entire Journey for your prospects through customers. Attendees will walk through the customer journey of a client and we will demonstrate how all the tools integrate to provide a seamless Journey for the customer.


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 →

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


Next Generation of Customer Service
Come to this session to hear the exciting vision around the next generation of customer service and how Microsoft's service offering will lead when it comes to this innovation. For attendees looking at ways to go above and beyond their current offering to keep pace with the latest and even upcoming trends in customer service and customer engagement, this session is for you. This session is focused around "Parature by Microsoft" as part of Parafest at Summit, held simultaneously with CRMUG Summit 2015. 


Wednesday October 14, 2015 1:30pm - 2:30pm
Thursday, October 15


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.


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


Effective facilitation: Making meetings more powerful and productive
Are you tired of Death by Meeting? Come learn tools and techniques to motivate a group, build consensus, manage dysfunction, maintain focus, generate ownership and inspire to action. It's possible... really. This is a cross conference session and will be shared by other User Group Members.


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


How to Become a Rock Star Leader and Volunteer for Your User Group
Have you ever attended a webinar, chapter meeting, or session and thought, "Hey, I could do that!"? Are you ready to take the next step into the User Group and being a volunteer or leader? Perhaps you want to lead a session or chapter, but you don't know where to start or feel you need a little extra training on your presentation skills. Attend this session and we will show you just how easy it is to step up and be a volunteer with the User Group! This session is shared across the User Group Summit conferences, with attendees from all User Groups (AXUG, CRMUG, GPUG, and NAVUG) invited to attend.

avatar for Trish Boccuti

Trish Boccuti

Director of Marketing, Fastpath
I'm the Director of Marketing for Fastpath.
avatar for Adam Rose

Adam Rose

Inside Sales Manager, ImageSoft, Inc.
I love living at the intersection of Technology and Business. Especially when using CRM to automate, streamline and improve workplace processes. My skill set includes software development, business and technical analysis, project management, and sales. But, most importantly, I love... Read More →
avatar for Heather Williams

Heather Williams

Director, Global Community Relations & Development, Dynamic Communities

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


Realizing the Value Potential of CRM
CRM is not simply a technology initiative.  To achieve competitive supremacy, your company’s mission needs to be supported by success drivers such as strategy, innovation, operational excellence, and performance measurement. If your CRM strategy is not directly connected to these drivers, your business is probably not realizing the tremendous value that CRM can deliver.  This session will focus on real-world examples of how CRM can and should be connected to the success drivers that support your company’s strategic intent.

avatar for Will Moseley

Will Moseley

Sr. VP Sales & Marketing, mcaConnect
I'm passionate about sales and marketing operational excellence, performance metrics, strategy, process optimization, and of course, leveraging CRM to help achieve all of these things. I've been working with Dynamics CRM since version 1.0 and have helped implement hundreds of CRM... Read More →

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


50 Real World Tips to CRM Success
A 2015 Microsoft Visionary Award winning company opens up their CRM and goes through a customer’s journey to show how they use CRM to automate and control 50 of their best business practices.

avatar for Ken Kelly

Ken Kelly

President, Kelly Roofing
Born in Naples, Florida, Ken is a traveler, businessman and humanitarian. Compassionately raised by two loving parents, Ken’s ability to search out fairness with a strong sense of organization, always looking for the potential good in any situation is his strength. Continuing tradition... Read More →

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


Chapter Leaders (Prospective and Current): Learn How to Lead Your Pack
Chapters are highly regarded when it comes to continued education and networking with User Group Members. Come to this session if you are curious about leading a local Chapter. Managers of the Chapter program will share best practices on how to successfully "lead the pack". This session is shared across the User Group Summit conferences, with attendees from all User Groups (AXUG, CRMUG, GPUG, and NAVUG) invited to attend.

avatar for Onika Allen

Onika Allen

Regional Chapter Director, Dynamic Communities
I am passionate about building the GPUG community. Overall, I am responsible for ensuring the programmatic health, success, and vitality of 170+ chapter communities around the world. I will be running around Summit to ensure that we are building, training, recognizing, and retaining... Read More →
avatar for Gretchen Ingbretson

Gretchen Ingbretson

Chapter Manager, CRMUG
Chapters, chapters, chapters!! I want to help and get you involved at your local events.
avatar for Rose Spitzer

Rose Spitzer

Power Platform UG Program Director, Dynamic Communities
As the PowerBIUG, PowerAppsUG and FlowUG Program Director I work with our Members, Board of Advisors and      Committees to facilitate networking and valuable educational content. If you're interested in getting involved message me on twitter @rosespitzer or email me at rose.spitzer@pbiusergroup.com... Read More →

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


Deadly Sins of CRM - Why 30%-60% of Projects Fail, and How To Recover
This session takes off the gloves and delivers an open discussion of why some CRM projects fail - and how to successfully recover. Better yet, we show you how to set yourself up for success from the start! You will benefit from over 15 years of research to learn how to execute your project right the first time; or how to recover if you are experiencing a failure. The session includes 3 specific, real-world cases of failed projects, and how those projects were turned around to deliver a successful project with broad user adoption.

avatar for Geoff Ables

Geoff Ables

Managing Partner, C5 Insight
Geoff Ables is a renowned customer experience and employee engagement strategist, inspirational international speaker, entrepreneur and an author who helps businesspeople create contagiously engaged employees that transform the customer experience. In 2003 he began evangelizing... Read More →

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


The Role of Managers and Executive Leaders in User Adoption
What is the role for managers and executive sponsors in a Dynamics CRM project? This Ask the Experts panel discussion shares a handful of those best practices and provides ample time for Q&A. Our hope is that all managerial or executive roles are fully engaged and supportive of your Dynamics CRM initiative, provided they understand their role and support go forward.

avatar for Brad Koontz

Brad Koontz

Director of Product Marketing, Hitachi Solutions, Ltd
avatar for Dan Madden

Dan Madden

CRM Specialist, SEI
CRM Best Practices: - Administration - Implementations - Dashboards / Reporting - Database Integrity - Sales and Marketing Alignment - Marketing Automation - Business Processes

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


6 Steps to Successfully Managing Your CRM Environment
In this session, you will learn six key strategies to successful management of your Dynamics CRM Environment: Developing a strategic roadmap; Managing change, including planning for flexibility; How to use a development backlog to manage changes; Prioritizing and grooming the backlog; Release planning, including estimating and “spending” capacity; and Communicating changes to Users. CRM Administrators/IT support and organizational leadership will come away with actionable strategies to improve management of your Dynamics CRM environment, which will in turn increase your ROI and User Adoption.


Friday October 16, 2015 8:00am - 9:15am


Failure to Connect: Why Organizations Aren't Getting More from Collaboration
Collaboration as we know it has changed dramatically over the years. It wasn't that long ago that we had to make a concerted effort to connect with one another; now that same effort is required to disconnect.  So why do organizations continue to struggle to connect with employees, customers, and partners?  This session will tackle this question and more, taking an in-depth look into why collaboration fails to meet our expectations and what organizations can do today to forge new connections, become more productive, increase employee engagement, and build a lasting culture of collaboration.

avatar for Curtis Hughes

Curtis Hughes

Managing Partner, C5 Insight
Curtis Hughes is a consultant, coach, speaker, and author, as well as a Co-founder and Managing Partner of Charlotte-based C5 Insight, a team of strategists, consultants and technology experts that help organizations work together better. Curtis has nearly 20 years of experience consulting... Read More →

Friday October 16, 2015 8:00am - 9:15am


The Theory of Evolution In Successful Project Management
Successful Project Management can sometimes feel like an oxymoron. Solve the mystery and learn how to do it successfully and without any stress. This session will reveal some tried and true practices from a few long time successful Project Managers. This session is shared across the User Group Summit conferences, with attendees from all User Groups (AXUG, CRMUG, GPUG, and NAVUG) invited to attend.

avatar for Craig O'Connor

Craig O'Connor

Manager - AX Optimization Services, mcaConnect
I have been working with Axapta/Dynamics AX since 2000. Over the years I have run both global AX implementation practices as well as had my own firm. I have had the pleasure of working on over 125 implementations in 6 different countries.
avatar for GG Rowe

GG Rowe

IT Project Manager, Planar Systems Inc.
I'm been working with AX for about 4 years now, I led our company's project to migrate from a legacy ERP to AX 2012 R1/CU3 RTM. We've been live since May 2013. Besides being the ERP project manager, I also developed the AX security model for the company. August 2014, we completed... Read More →

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


Voice of the Customer: Listen. Understand. Act.
Does your organization collect and value customer feedback?  Does your organization use this customer feedback to improve specific business outcomes?  Join us as we apply analytics to Customer Experience feedback, metrics, and measures to gain understanding and shape business outcomes.  As you develop more robust capabilities to listen to your customers and capture metrics at critical touch points, let’s take a look at insightful customer-focused analytics.  Reviewing quantitative & qualitative data, customer data correlated with operational data to provide insight into customer trends.

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 Michael Porreca

Michael Porreca

Director, Business Intelligence & Analytics, Tribridge

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


Your Blueprint for Success: Best Practices in Sales Process Mapping
This is a non-technical session designed for business professionals on best practices in sales process mapping for new business development, account management, and partner relationship management. This session is valuable for both new and experienced Business Leaders. This session is shared across the User Group Summit conferences, with attendees from all User Groups (AXUG, CRMUG, GPUG, and NAVUG) invited to attend.

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 →

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


Become a Change Leader, Not a Change Manager
60-70 percent of change management initiatives fail, according to the Harvard Business Review. Even change management as a technique is being pressured to change. This session is designed to help business leaders at all levels take away three things that will help you become a change leader and not a change manager. This is a cross conference session and will be shared by other User Group Members.

avatar for Chris Elmore

Chris Elmore

Evangelist, AvidXchange
AP Automation has been his life since 2000. Chris Elmore has helped over 500 companies realize their paperless dream through a variety of roles including: help desk support, project management, consulting, leadership, sales, management, marketing - and as a speaker and author. Chris’s... Read More →

Friday October 16, 2015 3:30pm - 4:30pm
Emerald A