Gartner analysts go one-on-one with each Keynote guest. Trends confirmed. Illusions shattered. News broken.
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In tighter markets, the need to ensure ROI from customer-oriented investments is even more important. These sessions outline current best practices, ongoing issues of technical architectures and the future of CRM vendors.
IT professionals responsible for implementing CRM applications, project managers responsible for managing CRM products, executives and managers of sales, marketing and customer service and those responsible for their customer relationships.
Tutorial: Negotiating a Software License Agreement
(02B)
2:00 pm - 3:00 pm 23 March 2003
Disbrow, Jane
Many organizations spend a significant amount of money on software as part of their ERP, SCM or CRM initiatives. The standard software license agreement is written to protect the software vendor, not your enterprise. It is important that you use the same due diligence in negotiation of such software license agreements as you did in determining the software package you want to license. This presentation focuses on the negotiation of the software license agreement and best practices to ensure you have a license agreement you can live with for the life of the software.
- Who should be involved in the negotiation, and what process should be followed?
- What are some of the license models being used by software vendors today, and what are the advantages and disadvantages of those models?
Lead Presentation: Gartner’s CRM Vision: Moving From Customer-Phobic to Customer-Centric
(17I)
5:00 pm - 6:00 pm 24 March 2003
Marcus, Claudio
As customer relationship management moves from a “Nice to Have” to a business necessity, many firms are discovering that it takes more to become customer-centric then simply installing software. Technology is only part of a delicate balance of strategies, people and process. In this presentation, we will look at the best practices of successful CRM practitioners in order to understand the key components of delivering on the CRM vision.
- How will enterprises balance the financial demands of their organization with the increasing demands of customers, consumers and constituents?
- What are the key components of successful CRM, and how will firms go about developing each component appropriate to their business model?
- What are the benefits of successful CRM, and how can firms go about achieving them?
CRM Marketplace Presentation: Evaluating CRM Vendors in a Consolidating Market
(MTP05B)
11:10 am - 11:25 am 25 March 2003
Dunne, Michael
Facing economic uncertainty and retrenchment in technology adoption aspirations, executives must ensure the success of CRM product purchases. This session outlines the significant issues that can undermine such initiatives.
A Five-Year Vision for Enterprise Application Architectures and Technologies
(23D)
11:30 am - 12:30 pm 25 March 2003
Comport, Jeff
Enterprise applications for ERP II, SCM and CRM require volumes of broadly integrated data and processes shared by an ever-expanding array of users, customers and partners. This presentation lays out a vision, architecture and road map for enterprise application architecture.
- Which architectures, functions and technologies are critical for delivering a state-of-the-art business applications infrastructure?
- How will Web services and other Internet-based technologies evolve to become a core component of the enterprise application infrastructure?
- How will today's technology package selections impact production operations and the ability to upgrade to tomorrow's applications and technologies?
Vendor Solution Presentation: SAP: SAP NetWeaver: The Comprehensive Integration & Application Platform for Lower Total Cost of Ownership
(24H)
12:45 pm - 1:45 pm 25 March 2003
SAP NetWeaver (NOTE: NEEDS TM) integrates people, information, and business processes across technologies and organizations by delivering open, flexible technology that integrates heterogeneous systems, and is completely interoperable with Microsoft .NET and IBM WebSphere (J2EE). Learn how SAP NetWeaver can provide your company with a blueprint for turning Web services into a business reality, and drive down your total cost of operations.
CRM Marketplace Presentation: Evaluating CRM Vendors in a Consolidating Market
(MTP13A)
2:30 pm - 2:45 pm 25 March 2003
Dunne, Michael
Facing economic uncertainty and retrenchment in technology adoption aspirations, executives must ensure the success of CRM product purchases. This session outlines the significant issues that can undermine such initiatives.
CRM Marketplace Presentation: The Worldwide Market for CRM Software Applications
(MTP19B)
5:00 pm - 5:15 pm 25 March 2003
Topolinski, Tom
This session speaks about the dynamics of the worldwide CRM software market, including vendor performance, drivers and inhibitors, as well as future trends.
Extended-Enterprise CRM: Partner Relationship Management
(32I)
9:30 am - 10:30 am 26 March 2003
Marcus, Claudio
Manufacturers must embrace relationship models that enhance collaboration of the demand network. This involves forging closer ties with distributors, wholesalers, dealers and value-added resellers, as well as customers and end users. Doing so will ultimately determine the success or failure of manufacturers’ CRM strategy. In this session, we identify key drivers, business strategies, technologies and applications for creating profitable collaborative partner relationships.
- Which business drivers force the adoption of extended-enterprise CRM?
- How will enterprises exploit technology to dramatically increase the efficiency and effectiveness of its partner relationships?
- Which vendors will emerge as leaders for providing partner relationship management applications?
Gartner Predicts: The Future of Business Applications
(37F)
4:00 pm - 5:00 pm 26 March 2003
Harris, Kathy
Business application markets are maturing as users focus on gaining tangible business benefit from their business application investments and vendors struggle to find ways to grow new customers and revenues profitably. But the shifting business environment and new ways of planning and building enterprise architectures mean that to be successful, both users and vendors will need to change the ways they approach business application investments and markets. In this presentation, we will cut across all of our business-application research to reveal where business applications and major vendors are headed, answering questions you may not have realized you needed to ask.
- What are Gartner's "Top 10" predictions for business applications through 2007?
- How can enterprises best prepare for the major changes in business applications through 2007?
The Future of Selling and Technology
(38E)
5:30 pm - 6:30 pm 26 March 2003
Kolsky, Esteban
The focus of sales technology investments has already moved away from the limited domain of sales force automation to include inside sales, selling with partners and sell-side commerce. For many organizations, the next step is to better integrate sales channels to improve overall customer-selling relationships. Technologies such as wireless access, and Web services provide promise but are still not widely adopted. This presentation will provide a five-year scenario of the future of selling technology, sales applications, channel implementation strategies and vendors who provide sales functionality.
- How will business drivers and technology impact the role of selling organizations?
- How will enterprises prioritize and deploy sales technologies?
- How will sales application vendors evolve to meet changing selling organization requirements?
CRM Marketplace Presentation:The Worldwide Market for CRM Software Applications
(MTP38A)
5:45 pm - 6:00 pm 26 March 2003
Topolinski, Tom
This session speaks about the dynamics of the worldwide CRM software market, including vendor performance, drivers and inhibitors, as well as future trends.
The Data Warehouse and Data Quality: Keys to Customer Insight
(43E)
11:00 am - 12:00 pm 27 March 2003
Friedman, Ted
With the advent of CRM, B2B/B2C e-commerce, and other externally facing initiatives, customer data is critical to success. However, identifying, acquiring and ensuring the quality of customer data presents a major obstacle to realizing benefit from these strategies.
- Why is customer data so critical to CRM initiatives?
- How can data warehouse efforts be leveraged in support of CRM strategies?
- What is the impact of poor customer data quality, and how can it be addressed?
Toward New Models for Customer Service
(45F)
1:30 pm - 2:30 pm 27 March 2003
Kolsky, Esteban
As organizations evolve and incorporate customer service as one more key business process within the organizations, they are beginning to realize the shortcomings of their existing solutions. They are also beginning to see how they can better leverage the strengths of their existing partial solutions into other areas. As a result, we are seeing new models emerge for customer service, where more functions are centralized and leveraged across different functions.
- What are innovative ways for organizations to use customer service today?
- What will new models for customer service look like in 2008?
- How can organizations leverage their existing customer service solutions to extend them into other business processes?
Business Applications and the Real-Time Enterprise
(46E)
3:00 pm - 4:00 pm 27 March 2003
Brant, Ken
The real-time enterprise (RTE) is an emerging concept that promises great business impact. However, while a confluence of new technologies will enable real-time performance, the RTE is not simply a matter of technology. Enterprises must take a broader view of business processes and people to complement their technology migration efforts. Further, enterprises will have to reconcile RTE evolution with their business applications portfolios.
- What is RTE?
- How do key RTE concepts relate to business process and applications management practices?
- Which technologies and architecture will enable RTE?
- How will business applications evolve to meet users' requirements for RTE?
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