How to Successfully Implement CRM to Increase Revenue, Profitability and Customer Retention

CRM is as much about business strategy as it is about software. The retention of current customers and acquisition of new customers is the life blood of all companies. TechbizConnection, one of Southern California's largest non profit trade associations for technology business professionals, has assembled a top caliber panel of CRM experts and business executives to discuss lessons they have learned and best practices that should be considered by today's business leaders. Attend this panel to learn more about how CRM, implemented correctly, could dramatically change your business;

- Top 10 critical success factors

- Customer centric business strategies that work

- Avoiding CRM failures

- Attracting new customers

- Retaining profitable customers

- Managing change profitably

MODERATOR:

Windsor Consulting | Paul Ulyett | President
Windsor Consulting specializes in the business integration, cross organizational business process re-engineering and change management necessary to drive revenue and profits through CRM. Immediately prior to founding Windsor Consulting in 2003 Paul spent seven years at Oracle Corporation, most recently as Vice President, Marketing. His responsibilities included the global marketing of Oracle's technology, applications, services and consulting products, a $10B business spanning nearly 100 countries. Paul joined Oracle from Cognos Corporation a leading Corporate Performance and Business Analytics vendor. Other experience includes, Director, PA Consulting Group the UK’s leading management, systems and technology consulting firm.

PANELISTS:

Blue Shield of California | Don Stallings | Director Large Group Sales
Don is the Director of Large Group Sales and Account Management for Southern California. He is currently leading a team to bring an external CRM solution to Blue Shield of California. Blue Shield is California's third largest health plan with 3.3 million members and $7.5 billion in annual revenue. Founded in 1939 and headquartered in San Francisco, Blue Shield is a not-for-profit corporation with 4,500 employees in more than 20 offices throughout California. Prior to joining Blue Shield, Don led a team in the search, development and implementation of a sales force automation application for Aon, a Fortune 200 company and a global leader in human capital and risk management. Don was a Regional Manager at Great-West Life Assurance a commercial insurance carrier specializing in employee benefit and retirement plans where he also lead a team to develop and implement a sales force automation and customer management program.

salesforce.com | Thomas Addis | Regional Vice President
Tom is responsible for sales execution in the southwest United States at Salesforce.com the market and technology leader in on-demand customer relationship management. His primary focus is assisting customers in understanding how an On-Demand CRM solution can meet their business and technical requirements to manage and share their sales, support, marketing and partner information. Prior to joining salesforce.com, he held a similar position at Siebel Systems overseeing the Financial Services industry in the western US. Addis spent twelve years at IBM serving in sales, management, and consulting roles. He completed his undergraduate studies at the UCLA, served as a White House Intern in 1987, and is very active philanthropically, currently serving as the President of Laguna Beach Unified School System’s fund raising organization, SchoolPower.

Girvan Institute of Technology | David McQuiggan | Entrepreneur-in-Residence
David’s career has progressed from design engineer to chief executive and board level. His background includes senior level management and CEO experience with both private and public companies. David has managed operations in Asia, Europe and the US including responsibility for a 600-employee flat-panel LCD module manufacturing plant in Beijing and a UK public company focused on the embedded computing, real-time passenger information display and digital signage markets. He has been a board member for a number of companies in the US, UK and Taiwan and brings experience in P&L management, CRM, strategic planning, operations, marketing, sales, and product development. He has an MBA from Yale University and a B.S. in electrical and electronic engineering from the University of Bath in England. David's technical interests include imaging and display technologies as well as semantic web technologies including knowledge modeling, coding/representation and knowledge-based reasoning systems. He is a member of the IEEE, IET and SID.