- Why Attend
- Session Descriptions
- Registration & Agenda
- Hotel & Travel
- Greenville Attractions
Thank you for Attending our 2012 Conference
2012 marked the fifth consecutive year of our annual CRM Customer Conference.
The 2012 event hosted over 250 professionals representing more than 100 companies from industries including financial services, manufacturing, professional services, transportation, technology and others participated in the CRM conference.
Industry Roundtables for Insurance, Capital Markets & Banking, and Enterprise CRM kicked off the first day of the conference with the next day featuring a Keynote Presentation from William Band of Forrester Research. A presentation from Dennis Weishan of RW Baird was then given followed by the Customer Achievement Awards ceremony, and an afternoon full of twelve breakout sessions on both business and technical topics. The final day of the conference featured a presentation from Craig Borens of Grange Insurance, and a Customer Discussion Panel led by Customer Effective COO, Michael Elliott.
Customer Effective recognized a number of customers with Customer Achievement Awards this year, with the following award winners:
CRM Advocates of the Year - Mike Harris and David Gwin, BlueCross BlueShield of South Carolina
Sales Automation Project of the Year - Dallas Airmotive
Customer Service Project of the Year - Grange Insurance
Mobility Project of the Year - Nucor Corporation
xRM Project of the Year - Hydro Resources
Portal Project of the Year - Sabert
Insurance Project of the Year - Selective Insurance
Banking Project of the Year - Ameris Bancorp.
Capital Markets Project of the Year - Berkshire Partners, LLC.
"As a first-time attendee to your Customer Conference I was totally impressed with the quality and scope of the event," said Weishan, Senior Vice President, PWM Best Practices, Robert W. Baird & Co. "The networking opportunities were incredibly valuable, as were the breakout sessions and meeting with and talking to your team of professionals. Coming from the IT side of the business I always enjoy being able to geek-it-up with experts like yours. I was also grateful for the opportunity to share our CRM story with the group. I spoke to many other firms afterwards, sharing success stories and picking up some valuable tips for our CRM strategy along the way. The entire Customer Effective team was a gracious host."
Scott Millwood, CEO of Customer Effective, says that this year's event highlighted the commitment that our customers have to achieving success with CRM and how proud they are to share the story of their CRM journey. "We look forward to this event every year because we get to share great success stories with one another, celebrate our client's success and get really energized to keep leading the CRM charge alongside them."
Stay Connected with Us
Also, stay tuned to the CE Blog for posts by the team members who were presenters at this year's Conference.
Please watch the highlight videos below from our last few Customer Conferences to hear your peers tell you why they enjoy coming to Greenville each Fall. Click here to download a PDF highlighting a few of our favorite things to do in Greenville.
"It gives me the opportunity to meet with a number of customers in a
single location. It's one of the largest gatherings of CRM customers
across the US and I can get a unique perspective of how projects are
being successful and different use-cases for how their utilizing CRM."
- Doug Adams, Microsoft
"The ability to network with peers who are using the tool; I've learned so much from my first year when I came as a prospect to today when I'm launching a second entity under our parent company; and just watching the other people that I've met along the way and seeing their journey, and sharing my journey and learning from each other's experiences - the good, the bad and the sometimes ugly - has been a really powerful experience."
- Melissa Singer, Signature Flight Support Corporation
2009 Conference Video
The 2009 Customer Conference was held on October 28 -30th at the Westin Poinsett Hotel.
2010 Conference Video
The 2010 Customer Conference took place on October 13 -15th at the Westin Poinsett.
2012 Session Descriptions
Take a look a the Breakout Sessions we offered in 2012:
Performance Improvement: Better Sales through CRM
This Financial Services and Insurance-focused session will highlight key Producer/Agent tools available in Microsoft Dynamics CRM that can increase cross-selling success and improve client retention. Performance improvement topics covered will include production trend and product gap analysis, sales activity and goal management tracking, client segmentation and referral source rankings, and business-at-risk identification. Executive management performance oversight at the firm, region, market, office, and individual rep level will also be demonstrated.
Advanced Customizations: Tips and tricks to get more out of your CRM environment
In this interactive session we will explore some of the advanced ways that you can configure your CRM environment to make it more user friendly and improve your CRM configuration. Topics will include making the sitemap dynamic, removing CRM ribbon buttons, tricks with dialogs and filtering and cascading lookups.
User Experience: Enhancing Activity Entry via the Agent Desktop Solution
Optimize your call center user experience by utilizing the CEI Agent desktop solution. Developed to complement your CTI application, our solution will allow users to quickly search and surface customer profiles, and then rapidly record activities against them. Users will enjoy the streamlined activity creation process and managers will see greater user adoption and enhanced call center metrics.
Behavioral Marketing: The Power of Customer Insight
Marketing is a key component of effective customer strategies. In this session, we will show how CRM and CoreMotives, through various marketing automation techniques, helps drive increased prospect and client visibility, identify new revenue opportunities and data capture.
Document Management: Taking SharePoint Integration to the Next Level
This session will cover advanced Document Management integration topics which will include enterprise search and system architecture.
Accessing CRM: Beyond the Users' PC
End users are most familiar with accessing company CRM systems using their laptop or PC. With more powerful devices such as tablets and phones available, there is a growing want to access CRM on those devices. We will explore what options are available currently, what new browser and operating systems are supported, as well as native apps for devices that support online and offline usage of CRM.
Integrations: High Performance planning and execution of CRM Data Integration
The 360 View of the customer enabled by data integration is a key value of many CRM implementations – it can also be one of the most complex aspects of any implementation. This session will introduce key high-performance planning and execution tips to ensure your Microsoft Dynamics CRM integration is optimized for the long run. Demonstrations will include both Scribe Insight and SSIS-based integrations.
Portal Development: Exposing CRM to your clients via custom web sites
This session will show a high level view of the power of using CRM’s SDK to build custom web sites that will expose your CRM environment to your clients. Users will get a first look at Customer Effective’s client portal and other portals developed within the past year.
xRM Mobility: Leveraging CRM & Mobility for Increased ROI
By leveraging the xRM platform within CRM, you can enhance the user experience while providing a more streamlined approach for the end user. xRM Mobility increases user adoption, offers more controls for an enhanced experience, allows for a seamless backend to other data sources, and does so on computers, Macs, tablets, and smart phones.
Process Automation: Enhancing and Optimizing Business Processes
Every business has defined key processes that have to be followed to ensure success. This session will demonstrate the use of 2011 workflow to automate process scenarios such as customer follow-up and task scheduling.
Data Quality Management: Why You Need It And How To Get There
Data Quality Management (DQM) is a key component to driving user adoption. For many people, that can be a scary thought. In this session we will explore why DQM is important to everyone in an organization from the top down and why poor data quality has such a profound effect of user adoption. We will also take a deep dive into best practices for improving existing data in CRM and maintaining a high level of quality going forward in your organization.
Business Intelligence: The Power of Analysis Services
Do you have millions or tens of millions of records that you need to gain insight into? Do you have the need to use that big data to drive KPIs and performance metrics? In this session, you will learn how you can gain insight into your data and make actionable decisions to drive change in your organization using tools you may already have.
Registration & Agenda
Please check back during Spring 2013 for the 2013 Conference Agenda and Registration Information.
We would like to thank the 2012 Customer Conference Sponsors for their support and we look forward to seeing them again in 2013!
Welcome Party Sponsor
About our Sponsors
CoreMotives, a Silverpop company
Silverpop is the only digital marketing technology provider that unifies marketing automation, email, mobile, and social. Its customers achieve superior Return on Relationship by uniquely engaging each individual based on their behaviors and then automating personalized experiences that increase revenue, improve ROI, and deepen brand loyalty. Silverpop's commitment is to offer a platform that is complete, not complex-so that marketers from any size organization can easily achieve digital marketing success. The company offers a world-class services team, 24/7 customer support and a network of partners to ensure that every client gets the right mix of solutions for their specific digital marketing needs. Silverpop is trusted by more than 4,000 brands around the globe. Visit us at silverpop.com.
Experlogix is a Microsoft Gold Certified product configurator solution provider specializing in fully integrated quote and order automation solutions for Microsoft Dynamics CRM, NAV, GP, and AX. Available via the web or offline, Experlogix Configurators deliver the scalability and flexibility needed to handle virtually any configure, price, quote (CPQ) requirement at a low total cost of ownership. More than 800 companies worldwide in a variety of industries rely on Experlogix, including: Konica Minolta, U.S. TelePacific, MTN Satellite Communications, Mitsubishi Caterpillar Forklift, iBahn, Husky Injection Molding Systems, Nikon Instruments, Hitachi Construction Machinery, AMX and FEI Company. For more information, visit www.experlogix.com.
InsideView, the leading provider of sales intelligence, increases productivity and revenue by delivering relevant business and social insights to the point of need. Our award-winning technology gathers and analyses information from the most relevant social media, user-contributed and traditional/proprietary editorial sources to provide compelling insights about companies and contacts directly within your CRM, browser, or mobile device. More than 200,000 sales professionals, and over 1,000 market-leading companies including Adobe, AIG, BMC, CapGemini, Egencia, and SuccessFactors use InsideView. For more information, visit InsideView.com
Scribe is the leader in Dynamics CRM data integration solutions, helping businesses maximize their investments in CRM, ERP, industry applications, and other data assets. With over 12,000 customers and 1,000 partners worldwide, Scribe is a proven provider of cost-effective, reliable data solutions that give a competitive advantage to businesses large and small. With a range of offerings covering cloud, hybrid, and premise integration needs, Scribe has solutions that span a wide array of industries including Financial Services, Life Sciences, Manufacturing, and Media & Entertainment. Visit us at scribesoft.com.
Xpertdoc Technologies, Inc.
Xpertdoc Technologies Inc. is a leading provider of document output automation solutions. The Xpertdoc Solutions work the way Business Users do - leveraging their skills and experience with Microsoft Word, CRM, ERP and SharePoint - yet offer the performance, robustness and feature set expected by IT from a true Enterprise solution. A Microsoft Gold Certified partner, Xpertdoc Technologies leverages the full power of the Microsoft Word platform for expressive and professional client communications.The Xpertdoc product suite helps corporate users to streamline complex intelligent template design and interactive document generation, while increasing productivity, speed and quality. Users generate high impact professional yet personalized documents at their desktop, merging CRM Data with rich-text blocks, images, charts, media content and more. Xpertdoc Solutions offer a great ROI, with customers reporting significantly reduced cycle times, improved processes and productivity, thus saving time and money.
AssureSign is a leading provider of web-based and on-premise electronic signature software, enabling users to obtain both written and verbal authorizations. AssureSign provides the most integrated, feature-rich APIs available and a unique, patent-pending technology allowing for the execution of any document with forensically identifiable, biometric signatures or typed ‘certified’ signatures. AssureSign is a highly secure and flexible “cloud-computing” application; the only e-signature provider with a four year track record of providing customers with 99.99% uptime in a multi-site data center with SSAE 16 Type II certification extending to all aspects of the enterprise. Using the standards-based DocumentNOW® and DocumentTRAK™ integration tools, AssureSign can easily integrate with Microsoft Dynamics CRM. AssureSign’s experience extends over 11 years and comprises more than 100 million unique signature events. Customers consistently experience dramatic cost savings, as well as significant reduction in time to execute documents. For more information visit www.assuresign.com or follow AssureSign at twitter.com/assuresign.
Harte Hanks Trillium Software® empowers organizations to increase the lifetime value of their customers through an accurate 360° view of information within the Microsoft Dynamics CRM platform. By leveraging the seamless integration between Microsoft Dynamics CRM and the Trillium Software System®, organizations can have the correct information to accurately segment customers for targeting offers and services, identify cross-sell and up-sell opportunities, appropriately assign and follow up leads, and detect trends and events to proactively manage accounts. Whether it’s deployed on-premise or in the cloud and in real-time or batch, Trillium Software data quality services are invoked at the point of capture to validate, correct and match customer records – ensuring information is complete, accurate and consistent. This solution from Trillium Software utilizes the Enterprise Data Quality engine that has been recognized as a leader for over 20 years. To learn more, call 978-436-8900 or visit www.trilliumsoftware.com.
CWR Mobility helps organizations gain The Power of Close®—the power to get closer to customers and stay there, increase customer satisfaction and loyalty while reducing the costs of customer interaction, and create a more agile and effective customer-facing organization. We are the leading provider of mobile CRM solutions for Microsoft Dynamics® CRM. By offering the most advanced, multi-platform mobile CRM solutions—based on the Microsoft Dynamics CRM platform—CWR Mobility continues to set the mobility standard for the entire CRM industry. We are committed to continuously taking Mobile CRM to the next level, enabling customers and partners to capitalize on the latest technology trends to make the most out of their businesses. For more information visit: www.cwrmobility.com
Xactly makes sales teams more successful. With Xactly, businesses create incentives that align with company goals, are easy to communicate, flexible enough to change and timely and transparent enough to work. By automating sales compensation processes with Xactly, businesses empower sales people to track quota attainment and estimate the value deals in the pipeline to their paychecks. Finance gains insights, reduces errors and improves timely payouts. Businesses get to reduce costs and increase agility as Xactly securely hosts company data in the cloud. Xactly integrates with Microsoft Dynamics CRM, which increases business productivity by using familiar, intelligent and connected tools. For more information, visit www.xactlycorp.com or call 1-866-GO-XACTLY (469-2285).
Hotel & Travel
The Hyatt Regency will host the 2013 Customer Effective Conference! We are very excited to be able to take advantage of the newly renovated hotel and are looking forward to working with their amazing staff again. Please be on the look out for 2013 dates and reservation information.
220 North Main Street,
Greenville, South Carolina, USA 29601
Tel: +1 864 235 1234 Fax: +1 864 232 7584
Use the Hotel Address below for Mapquest/GPS directions:
50 Beattie Place
Greenville, South Carolina, USA 29601
Travel into Greenville
Directions from Chattanooga and Atlanta
- Take I-24 East toward Atlanta / Knoxville. Merge onto I-75 South via Exit 185A toward Atlanta (crossing into Georgia). Take the I-285 West / I-285 East exit #259 toward Birmingham / Tampa / Greenville / Augusta. Merge onto I-285 East / GA-407 East via Exit 259B toward Greenville / Augusta. Merge onto I-85 North via Exit 33B toward Greenville (crossing into South Carolina). Merge onto US-29 North via Exit 42, and then turn left onto Beattie Place. Hotel entrance is located on the left side on Beattie Place.
Directions from Charlotte
I-85 South toward Gastonia (crossing into South Carolina). Merge onto
I-385 North via Exit 51 toward Downtown / Greenville. I-385 North
becomes Beattie Place. Hotel is located on the left side of Beattie
Directions from Charleston
- Take I-26 West. Merge onto I-385 North via Exit 51 on the left, toward Laurens / Greenville. I-385 North becomes Beattie Place. Hotel is located on the left side of Beattie Place.
- Greenville Spartanburg International (GSP)
- Charlotte Douglass International (CLT)
- Hartsfield Jackson International (ATL)
- Asheville Regional Airport (AVL)
- Jacksonville International (JAX)
Things to Do in Greenville
In 2011, the city of Greenville was named as one of the top places to live and work. Read about it on the CE Blog.
There are over 60 restaurants on Main Street. Click here for a Main Street Shopping and Dining Guide!
Some of the local restaurant and shopping favorites we recommend are: Soby's Southern Cuisine, The Lazy Goat, Smoke on the Water, High Cotton, Liberty Taproom, The Art Bar, and The Mast General Store.
Other Downtown attractions include:
- Falls Park
- The Swamp Rabbit Trail
- Fluor Field, Home of the Greenville Drive
- Bi-Lo Center
- Coming Soon! NOMA Square
Downtown is home to multiple Hotels and Spas
- The Hyatt Regency
- The Hampton Inn at Riverplace
- The Westin Poinsett
- The Marriott Courtyard
- River Falls Spa
- Urban Nirvana Spa and Salon
- The Spa at West End
Downtown Family Activities:
- Seasonal - Ice on Main - an outdoor ice rink at the Marriott
- Seasonal (May – October) – TD Saturday Market on Main Street
- Seasonal (March – August) Downtown Alive Music Series on Main Street
- Seasonal (March – October) Main Street Fridays
- Heritage Green
- The Peace Center for Performing Arts
- The Greenville Zoo
Also in the Greenville Area:
- Paris Mountain State Park
- BMW Manufacturing Plant, Zentrum and Performance Center
- The Thomas Creek Brewery where tours can be arranged Monday-Friday between 8:00 - 6:00 & Saturday between 10:00 - 2:00
- Clemson University
- Furman University
Greenville is close to several lakes including Lake Hartwell, Lake Keowee, Lake Greenwood, and Lake Robinson; and, several great golf courses are also in the area like the Jack Nicklaus Signature Gold Course at The Reserve at Lake Keowee.
The following popular tourist destinations are also withing driving distance:
- The Biltmore Estate in Asheville, North Carolina
- The Georgia Aquarium and the Coca-Cola Museum, Atlanta,Georgia
- The NASCAR Hall of Fame, Charlotte, North Carolina
- Pigeon Forge & Gatlinburg, Tennessee
- Historic Charleston, South Carolina