Why Marketing, Sales, & Service has Become Service, Service & More Service
Thursday March 1, 2012 2:00 PM ET/ 11:00 AM PT

Customer Relationship Management (CRM) strategies have traditionally focused on the three disciplines of Marketing, Sales, and Service. But as customer service increasingly becomes the most important differentiator a company has, is it now safe to say that “service is the new sales”? Could it also be said that “service is the new marketing”?

Attend this Webinar on March 1st and you will hear from marketing, sales, and contact center experts who will explore the notion that the contact center is fast becoming the central hub for attracting, selling to, and retaining customers.

What Will Attendees Learn:
  • How exceptional customer service can be used as a killer marketing tool
  • How to translate a customer’s initial service experience into a recurring sales opportunity
  • Why the new model for customer service is “more customer service”

Who Should Attend:
  • Chief Customer Officer and Customer Experience executives
  • eCommerce and Brand Loyalty Marketing executives
  • Customer Service and Satisfaction management

Joseph Katz
Chief Marketing Officer, Hold-Free Networks

Joseph Katz has held almost every job in the contact center business. In his 15 years in the industry, Katz has held positions in Business Development, Solutions Sales, Product Management, & Marketing. At MCI/Verizon Business, Katz supported the Outsourcing, Consulting, and Vendor Alliance areas of the business. He was also instrumental in the launch of the first Web-based contact center in a carrier’s network as well as the launch of one of the very first IP Toll Free offerings. Katz co-founded Hold-Free Networks in 2009.

Wendell Black
President of Sales & Business Development, Hold-Free Networks

Wendell joined Hold-Free Networks in 2011 to lead direct and indirect sales channels. Before joining Hold-Free, he was Vice President of Sales & Marketing for Contactual and instrumental in the sale of the company to 8x8, Inc. Black was previously President, Worldwide Sales & Marketing for Telephony@Work and subsequently became Vice President, Contact Center Anywhere for Oracle when the former was acquired in 2006. Wendell holds degrees in Psychology and Business Administration from Baylor University.

Mike Figgins
Sr. Director Market Strategies, Convergys Corporation

Mike Figgins has been with Convergys for more than 20 years in various platform development and service delivery roles. Figgins currently leads a planning organization responsible for delivering cloud based contact delivery and agent productivity solutions. Figgins was instrumental in developing Convergys’ IP telephony solutions and is a strong customer advocate within Convergys’ infrastructure teams to ensure continued success and alignment with industry leading services.

Stefania Viscusi
Editor TMCnet

Stefania Viscusi is an established writer and avid reader. She is a 2005 graduate of Albertus Magnus College, Magna Cum Laude. She currently holds a Bachelor’s degree in English and a Bachelor's degree in Communications. Stefania has had four of her poems published by “Breakwater” (an Albertus-run literary magazine) and completed a successful internship with the Connecticut Trust for Historic Preservation as a Public Relations Specialist.