|
|
|
|||||||||
|
Summary of Past Events by the CRM Assoc NW. Microsoft CRM User Group -- November 17, 2006 Meeting Topic: Microsoft Dynamics CRM - SQL Reporting Services Learn how to help your team make effective business decisions with CRM data using SQL Reporting Services. We will examine business reports that provide management a top-down view of activities in Sales, Customer Service and Marketing. We will discuss report processes to make your own prefilterable, context-sensitive reports. Including, information on passing parameters to reports, working with complex queries, formatting content to look like other Microsoft CRM reports, report navigation, and more. Carol Walker is a Software Engineer at PAML with a strong background in SQL Server Design and Programming and Application Software Development. She is also an expert in Crystal Reports Design and Programming as the lead Crystal Reports Designer and Developer at PAML Carol also assists our database administrator with maintenance tasks. Carmen Daly is the lead Database Analyst and Administrator at PAML and has over 12 years experience in the IT field. Carmen oversees the design, development, maintenance and administration of the numerous production as well as test databases at PAML, and is currently playing a major role in our disaster recovery plan for databases. Sonny Varadan is the Enterprise Software Development Manager at PAML. Sonny's responsibilities include continuing to improve the software development best practices in the software development group.Sonny has an extensive programming background both in legacy applications and in the bleeding edge .NET technology. Fall Event -- November 9, 2006 .. Technologies Enhancing Customer Interactions. Come and join us to see how companies are leveraging and collaborating multi-media channels to reach out to customers - and increasing sales! Learn how technology solutions are creating a unified positive experience for customers. You will see how companies you see are maximizing their investment on CRM technology. FEATURING: Jeff Gove with Nautilus Inc, in Vancouver Washington as Director of Customer Service. He is responsible for Customer Support for the company's Bowflex, Nautilus, Schwinn Fitness, and Stairmaster line of health and fitness products sold in the Americas. Jeff has been working in customer service, information technology and operations management for over 15 years. He has earned a Master of Science in Management of Information Systems & Technology from Hope International University Microsoft CRM User Group -- June 30, 2006 .. Microsoft Dynamics CRM 3.0 Mobile and Marketing key features. We will view our presentations inside the Microsoft Across America Truck. It is loaded with leading-edge technology platforms and applications, as well as special break-through mobility demonstration capabilities. Michael Voorheese, a Technology Specialist on Microsoft Across America Tour will demonstrate a sales scenario using a mobile device. His presentation will show how mobile CRM improves sales effectiveness and success. Michael will show all the new features of Mobility 5 for Pocket PC, Smartphone devices. Share Reeves-Tolleson, NetNack CRM, Will will present an entire marketing campaign overview of the key features and processes in 3.0. We will create a marketing campaign, insert collateral and execute the campaign. In CRM marketing, you can seamlessly integrate with sales so that leads become opportunities, and track revenue for future budgeting. Spring Event -- June 7, 2006 .. The Third Annual CRM Solutions Provider Expo.
Last year: Over 70 business users learned the criteria to consider when analyzing business needs. Attendees received expert advice on methods to ensure a comprehensive assessment of competing CRM vendors and technologies. Many CRMA NW committee members provided the insider low-down on solutions, so people could compare tools by companies on the spot. MORE Microsoft CRM User Group -- April 28 2006 .. Microsoft Dynamics CRM Training. Dennis Ashley is the Training Manager at Pathology Associates Medical Laboratories (PAML). During 2005, Dennis led an extremely large and ambitious training project for Microsoft Dynamics CRM at PAML.
This user group meeting is free to Microsoft Dynamics CRM Business Users, only. Dennis Ashley is the Training Manager at PAML For the 15 years prior to joining PAML, Dennis served as a consultant to different companies, helping them develop strategic plans, market niches, and meaningful mission statements. He also helped them develop annual training plans and has been a sought-after speaker at conferences. This group is comprised of Business (operations) users of Microsoft Dynamics CRM. We meet in an educational environment to discuss our CRM usage within our companies. Winter Event -- January 24, 2006 .. Technologies Enabling Customer Service Discover real-life tactics to improve your customer service and measure your results. Joy Ferkovich from Group Health Cooperative will discuss how they use technology tools to enable customer service in everyday operations. She will show the technology management tools that provide relationship and communications services to physicians. Katherine Sears from Advanced Digital Information Corp will discuss their new customer service approach. This encompasses a knowledgebase and an online service request system. ADIC looks at the full customer environment in a holistic diagnostics way, significantly cutting traditional onsite service costs. Julie Derry from REI will provide an overview of the steps they have taken on a major new CRM initiative. She’ll define REI’s vision for CRM and reveal REI's processes; including -- securing funding and planning the first phases of the program. In today’s competitive environment, managing and improving customer contact and service is vital for a company’s success. Sound customer service processes need to be enabled with robust technology solutions, to manage high quantity of customer interactions and to deliver high quality of customer service. With so many technology solutions out there, it is a challenge to understand the big picture connections and how solutions are integrated for success. Microsoft CRM User Group -- January 13, 2006 .. Microsoft Dynamics CRM User Group. Migration from 1.2 to 3.0Join us to view a real-world upgrade to the new 3.0 version. Ascentium Principal Consultant, Patrick Lewis, will show how Tourism Whistler deployed 3.0 in early December. He'll tell us how much time it took to complete the Whistler Tourism migration, which may give us all benchmarking numbers to use for planning our upgrade. We will discuss how to plan for the business issues that surround an upgrade. Plus, how to take advantage of Microsoft CRM 3.0’s simplified installation and common configuration and customization tools. Meeting Presenter: Patrick Lewis is the principal consultant for Ascentium Corporation, headquartered in Bellevue WA. As the Principal Consultant for Ascentium’s CRM Practice, Patrick is involved in the strategy, design, and implementation of all Microsoft CRM engagements. He has worked with Microsoft CRM since it was first released in 2003, and is involved in more than 30 successful implementations. This "lunch and learn" program is sponsored by Pathology Associates Medical Laboratories (PAML) and PACLAB Network Laboratories. Rosalee Allan, Chief Operations Officer, (PAML.com), is leading this special interest group. (closed to resellers) Fall Event -- October 19, 2005 .. Communities and CRM CRM is about engaging customers and companies with each other and creating value out of that relationship. Companies have the opportunity to use many tools to enable, inform and modify beliefs of customers. One tool that has persisted on the Internet, since it's earliest days, is 'communities'. These are called bulletin boards, newsgroups, forums or blogs. In their own, not-so-subtle way, they impact the full lifecycle of customer engagement, right from collaborative product development and pre-sales to post-sales support! Just as experts have illustrated different levels of "company maturity" for CRM, we will discuss how the same "maturity" exists for companies who support communities. Moreover, we'll show you how companies are reaping benefits, from community programs. (Beyond warm and fuzzy, to cost savings and revenue.) Presentation by:
Microsoft CRM User group -- Sept. 15, 2005 ..
The benefits of the new features in Microsoft CRM 3.0 to the business user. Business (operations) users of MBS CRM will meet in an educational environment to discuss their CRM usage within their companies. This user group will learn insider information, that is traditionally communicated in technical terms to IT staff. About the Presentor: David Thacher General Manager, Customer Relationship Management, Microsoft Business Solutions.In his role, Thacher has global responsibility for all midmarket CRM solutions, including Microsoft CRM, the field service applications and related solutions. The cost is free to Microsoft CRM business users. This "lunch and learn" program is sponsored by Pathology Associates Medical Laboratories (PAML) and PACLAB Network Laboratories. Rosalee Allan, Chief Operations Officer, (PAML.com), is the founder of this group. (closed to resellers) Summer Event -- July 28, 2005 .. International CRM Rollouts - presentation and panel discussion. International roll outs bring in a whole new dimension and scale to CRM implementations. These multi-nationals are trying to emulate their headquarters’ CRM solution successes to their subsidiary offices in Asia. But not without challenges. About the Main Presenter: Vishal Sarkar is the Director of CRM Services at GrapeCity Inc. He has experience in working on multi-national CRM rollouts and helping companies expand their CRM solutions to their offices across Asia. He also an advisor to CRMGuru ThinkTank and contributes articles on CRM to several websites and forums, many of which are translated and published in Europe and Asia.
Spring Event -- May 10, 2005 .. The view was awesome from the 76th floor of the Tower Club in downtown Seattle for our second expo, May 10, 2005. Over 70 business users learned the criteria to consider when analyzing business needs in a presentation. Attendees received her expert advice on methods to ensure a comprehensive assessment of competing CRM vendors and technologies. Many CRMA NW committee members and experts provided the insider low-down on solutions, so people could compare tools by companies on the spot. Attendees viewed solutions by 11 top CRM companies. People from seven states and Canada traveled to Seattle, the distance winner, was Toni Lavery, saying, “I got a lot of good information to bring back to my vendor selection team in Attendee feedback was excellent; each felt it was well-worth their time to travel and attend. The 11 solution providers said they’d return, due to the excellent quality of the audience. All-in-all, it was an exceptional educational expo, for a volunteer organization to put together.
Share Reeves-Tolleson 425-823-8633
Winter Event -- January 19, 2005 Often the Best Service Is Self-Service -- Customer Self-Service Trends. What are the current trends in CRM tools, technologies, metrics, skill sets? What is evolving in the future? While self-service is now widely taken for granted, it has transformed the way business operates. The ability to interact in a way where timing, method and manner are flexible, is very attractive to both the consumer and the supplier. The Internet has transformed business and is the ultimate form of self-service. Gartner estimates that the average web-based interacting costs $1.15 compared to the $6 to $12 per interaction that a call-center fielded inquiry costs. It saves time and hassle and is quickly becoming a favorite application medical, mobile and banking customers. Join us to take a closer look at customer self-service in a special presentation and panel format. About the Main Presenter: James Segil is president of KnowledgeBase Solutions, Inc. He has a strong background in knowledgebase self-service systems. His company is a provider of hosted and on-site knowledge management software. He has helped many companies improve efficiency, competency and profitability by deploying new customer self-serve process and systems. About the Business User Panel:
Fall Event - October 20, 2004 Customer-Centric Selling Drives CRM Success Since the mid 90's, major expenditures have been made in Sales Force Automation (SFA), which has held the promise of helping salespeople make better calls and for companies to do a better job in managing sales pipelines. After disappointing results, some CRM clients have concluded the weak link to their systems is subjective input from salespeople about the outcomes of calls. Sales Force technology is a good thing when tied to a tried-and-true solution selling. When organizations are able to define and implement a standard sales process to provide better input to their CRM application, they win. Are you looking for the new trends and better techniques to create sales using CRM programs? Then join us. ABOUT THE SPEAKER - MIKE BOSWORTH Mike Bosworth is the author of Solution Selling: Creating Buyers in Difficult Selling Markets and co-author of CustomerCentric Selling (both McGraw-Hill). Mike Bosworth is a founding partner of CustomerCentric Systems, LLC. Where he helps organizations shape their customer experience and build predictable revenue engines by integrating sales process with sales ready marketing. His presentation will take a closer look at what sales process really is and how it can provide input to a CRM application. Join us to take a closer look at ways to integrate Sales and Marketing. Stop thinking in terms of products and features, and start thinking in terms of your buyers and their goals. MORE ABOUT THE PRESENTATION: Implementing sales process requires the following five components: *Defining steps in sales cycles * Common skill set for the sales * Consistent positioning of offerings by salespeople * Document call standardization so sale to audit opportunities * Acceptance and adoption by the sales staff Who should attend: Sales, Marketing, Information Technology, Customer Service, CEO's, COO's, CFO's,
Summer Event -- July 13, 2004 Building and Measuring Effective Customer Service Customer Service is term generally used for the action your organization's front-line people deliver day-in and day-out. It can greatly impact the chances of your customer's return visit! Are you collectively honoring and building that customer relationship at every opportunity? Discuss various philosophical approaches to customer service and how CRM systems are seen as supporting or hindering customer experiences.
We had a great panel from diverse companies
including:
Spring Event -- April 27, 2004 Avoiding the Pitfalls in Selecting CRM Software! How to Select CRM Software - Evaluating your requirements Have you been confused by all the CRM vendor ads telling you that they have the leading technology and software? Would you like a chance to compare CRM software in a non-threatening environment?
Winter Event -- January 21, 2003 Privacy vs. CRM Initiatives: Will regulation stifle CRM? The concepts of: P3T - people, policies, procedures, plus technologies.
Featuring Richard Purcell Richard Purcell ranks among the original Chief Privacy Officers in the United States. He created the position at Microsoft in the late '90's, becoming a leading voice in addressing consumer privacy and data protection, domestically and internationally. Mr. Purcell serves as a director of TRUSTe, an independent trust authority for privacy on the Web, and as a director of the Int'l Association of Privacy Professionals. He served on the Federal Trade Commission's Advisory Committee on Security and Access.
Fall Event -- October 27, 2003 Analytics Driven Marketing: Maximizing customer profitability. Over the past couple of years, many companies have come to the realization that successful implementations of "Operational CRM technology," such as sales automation and call center software, doesn't increase customer profitability. It takes marketing data marts, business intelligence tools, and sophisticated data mining to succeed. When combined with the appropriate process and organization changes they dramatically improve the bottom line. -- Featuring Naras Eechambadi, Founder & CEO of
Quaero.
Summer Event - June 27, 2003 "Ready for Prime Time CRM: Scoring Your Organizational Readiness Rating" "Certain prerequisites in terms of organizational maturity must be in place for CRM to work. Otherwise it’s like trying to get the company to run when it hasn’t learnt how to walk properly" – Michael Gentle, author, ‘The CRM Project Management Handbook’ One of the biggest myths about Customer Relationship Management (CRM) is thinking that any company can embrace it and expect results. Organizational readiness refers to the ability of a company to absorb CRM into its operations based on its level of maturity in terms of customers, processes and systems. Featuring Michael Gentle, International CRM consultant and author. His book is a bestseller in the US, Europe and Asia. He first coined the term 'organizational readiness' in 2001, which is now recognized as a vital ingredient for any successful CRM program. Michael will explain the concepts of organizational readiness using real-world examples from hard-won experiences in the trenches with early CRM adopters.
Spring Event -- April 23, 2003 Finding the Vein of Pain -- One of the biggest challenges present in Customer Relationship Management is the ability to cost-justify its existence. The stuttering economy has put tremendous pressure on companies and their CEOs to stay the course in the short term. Managers must justify programs and find vein of opportunity that leads to long-term customer-centric payback. Organizations can't wait until the entire team has reached a CRM nirvana, where everything is hooked up to everything else. While it's often difficult to determine the financial benefits in hard dollars -- it's certainly not impossible. Featuring Evan Levy, Business Intelligence, Information Technology authority and Data Warehousing Institute faculty member. Evan has spent his career leading both practitioners and executives at companies around the globe in delivering a range of IT solutions, from software product development to industry-focused strategic consulting engagements to entrepreneurial leadership sessions.
Winter Event -- January 27, 2003 The Secrets of Their Success — Does the economy have your business in the doldrums? Are you looking for ways to kick-start sales in the New Year? Have you wanted to “peek under the covers” to see exactly how companies have been using Customer Relationship Management (CRM) to support best sales practices? Barry Trailer is an acknowledged expert in Sales Force Automation, Barry Trailer, president/founder of Sales Mastery (www.salesmastery.com), specializes in sales consulting and training. He also co-developed a sales training program for CRM vendors and partners. His new book, The Sales and Marketing Excellence Challenge: Changing How the Game is Played, highlights 40 top companies using CRM for sales best practices.
Fall Event - October 29th 2002. CRM Association Launches Northwest/Seattle Chapter "Transforming to a Customer-Centric Organization. Moderator Bob Thompson, panelists Jill Dyche, author of The CRM Handbook. Business user Scott Fasser, Amazon & Lucy Hoffa, REI -- will share what their organizations are doing to redefine themselves from the customer's perspective. For more information about this event or becoming
a member of CRMA Northwest contact, Share Reeves-Tolleson 425-823-8633 or
info |
|
..
