Delivering a differentiated customer experience
to win in a competitive marketplace
Thursday,
June 19, 2008, 2:00pm EDT / 11:00am PDT
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Webcast Abstract:
As improvements in technology level the playing field, many organizations face tougher challenges to attract and convert new customers, as well as to please and retain existing ones. But, companies that understand how to deliver a highly differentiated customer experience can win a leadership position in their markets.
The newest generation of customers is more informed and skilled, and demands instant responses to their requests and quick resolution of their problems. To better reach and attract new customers, and to foster customer satisfaction for existing clients, firms must:
- Understand the quality of customer experience they deliver.
- Have integrated, real-time intelligence about their customer interactions
across all customer facing business processes.
- Develop strong, customer-centric strategies to generate and sustain
competitive advantages.
Join SugarCRM and Pete Marston, Analyst CRM at Forrester Research,
to find out how successful companies are adjusting CRM processes and solutions
to deliver differentiated customer experiences in the marketplace.
You will learn:
- The principles of experience-based differentiation.
- What it takes to improve customer relationship management and how you can
separate yourself from the competition to gain sustainable, competitive advantages.
- How you should initiate, accelerate, or remediate your CRM strategy to drive quick results.
Additionally, you’ll hear a first-hand account from SugarCRM customer, Athenahealth. Learn how this leading provider of business services to the health care industry architected and developed its CRM strategy, and built a highly flexible and customizable CRM solution to better reach and attract prospects and improve serving existing customers in a frequently changing, dynamic environment.
After the presentation, the Webinar will be open for a live Q&A.
Be sure to have your questions ready!
You have the chance to win an 8GB iPhone gift card,
*excludes service agreement.
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| PRESENTERS: |
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 Pete Marston
CRM Analyst at Forrester Research
Pete serves Business Process & Applications professionals. His focus is on sales force automation (SFA) and mobile customer relationship management (CRM). As part of his CRM coverage, he also researches partner relationship management and software-as-a-service (SaaS).
Prior to joining Forrester, Pete served as a program manager for Molecular, a middle-tier user experience design and Web technology services firm based in Watertown, Mass. While at Molecular, Pete’s responsibilities focused on account management as well as planning, managing, and overseeing delivery of experience design and Web site development projects for clients in the financial services, retail, and public services arenas. Pete also served as a senior consultant with KPMG Peat Marwick (now BearingPoint) for nearly five years where he managed and supported CRM software implementations for clients in the publishing, professional services, and automotive industries.
View Full Profile
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Monna Gandhi
Senior Director of IT, Athenahealth
Monna Nanavati is the Director of MIS at athenahealth, the leading provider of web-based practice management and EMR software, payer, and clinical intelligence to the medical field.
Monna lead the SugarCRM implementation of over 500 users across multiple business units including Customer Support, Sales, Marketing, and Finance through a cross functional team.
Previous to this position, Monna worked as a business development associate, sales and marketing analyst, and project manager at athenahealth. Monna graduated from Boston University for her BS in administration and just received an MBA from Bentley College.
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 Martin Schneider
Director of Product Marketing,
SugarCRM
Martin handles competitive intelligence, marketing positioning and analyst relations. Prior to joining SugarCRM, Martin held the position of senior analyst with technology industry research firm the 451 Group, headquartered in NYC. Martin covered the CRM landscape for the 451, analyzing and consulting on such topics as Software-as-a-Service, business intelligence and open source applications. Martin also covered the CRM space as news editor with CRM Magazine in New York.
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 Brendan B. Read
Senior Contributing Editor
Customer Interaction Solutions, TMCnet
Brendan B. Read is a leading contact center industry journalist, with extensive experience covering site selection, outsourcing, teleworking, e-learning/e-training, and business continuity. He has held editorial positions with Call Center Magazine and DM News and has written for other publications including 1to1, Call Center Management Review, Contact Management, and Direct Marketing News. He is author of “Designing the Best Call Center for Your Business,” “Home Workplace,” and, with Joseph Fleischer, “The Complete Guide to Customer Support.” He is also a contributor to Computer Telephony Encyclopedia, authored by IP Telephony editor Richard ’Zippy’ Grigonis.
Read has been on the inside of the teleservices industry. He provided corporate communications for The AnswerNet Network, one of the Top 50 Teleservices Agencies, from 2004 until 2007. He has spoken and has been a panelist at conferences including ACCE, Call Center Demo, the DMA, ICCM, and ICMI Knowledge Exchange.
Business journalism has been Read’s forte. In 1989 he won a first place business writing award from the Oregon Newspaper Publishers Association for a series on Portland, Oregon-area downtowns. He later lived in New York City, Seattle, San Francisco, and in the UK, working for a wide variety of publications covering the construction, electrical generation and installation, distribution and warehousing, international trade, legislation, metals, transportation, travel, and workplace safety. He also authored books on OSHA electrical safety regulations. His first article on teleservices, ‘TeleSell’, appeared in Electrical Wholesaling in 1992.
Read is a political science graduate from the University of Victoria, Victoria, BC, Canada.
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