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Customer relationship management in 2011

by Amy Thistle

February 15, 2011

How many times have you ordered something online and as a result received emails suggesting similar products or even had a related product “suggested” to you during the check-out process? We live in a world that revolves around and survives on companies knowing their customers, providing customers with a positive customer experience, and supplying customers with what they want or need when they want or need it.

The keynote sessions at this years CRM event ( delve into these issues. Don’t miss out on hearing Jujhar Singh, SVP CRM Solutions, SAP talk about the importance of the customer experience and Reed Homberger, Global Vice President, Marketing Demand Management, SAP discuss managing demand.

The keynote will take place on Tuesday, March 22nd from 8:30 – 10am!

CRM in 2011: It's About the Customer Experience
Jujhar Singh, SVP CRM Solutions

As the balance of power has shifted towards the buyer, customer experience has become a critical source of competitive differentiation.  Understanding how, and reflecting those insights across business processes to provide an exceptional customer experience is now a top priority for sales, marketing and service executives. In this address, Jujhar Singh, the executive who presides over and sets direction for the SAP CRM solution portfolio, offers a detailed look at these priorities and surprising new statistics on different facets of customer experience and their impact on competitive advantage. Th is keynote also includes special previews of some of the latest innovations at SAP - on premise, on demand and on device - that can help your company run better and achieve a true 360 degree customer experience.

Managing Demand:  What the Numbers Tell Us

Reed Hornberger, Global Vice President, Marketing Demand Management, SAP

The alignment of sales and marketing activity drives a more predictable supply of opportunities through the lowest cost route-to-market with improved customer satisfaction.  This keynote offers fresh insights into strategies for achieving this long sought after unification and surprising new statistics about its impact on marketing ROI, sales performance, and top-line growth.  Under the leadership of Reed Hornberger, working closely with sales, marketing and sales operations, SAP has pioneered new changes in Demand Management.  Hornberger shares a rare inside look at the strategy and technologies employed to enable fact-based alignment as well as the best practices SAP has established for creating common goals and ensuring a predictable supply of opportunities to its sales channels, worldwide.


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