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Subject: [xtm-wg] Customer Relations Management (CRM) Conference - May 11 - Wash. DC
To: XTM-WG@EGROUPS.COM Customer Relationship Management (CRM) Achieving World Class Customer Service for Government Service Providers One-Day Conference For Agency Managers and Executives and Industry Partners 11 May 2001 Ronald Reagan Building and International Trade Center 1300 Pennsylvania Avenue Washington D.C. Atrium Ballroom Time: 7:30 AM Registration Program Starts: 8:30 AM Wrap-up: 4:45 PM Continental Breakfast, Refreshments, Lunch included. Corporate Sponsors: * Booz, Allen & Hamilton * Oracle * Market*Access International, Inc. * Verizon Federal Network Systems * NCS Pearson Organizational Sponsors: * Defense Logistics Agency/Document Automation and Production Service (DAPS) * Department of Transportation Millennium Solutions Center * INPUT Government * Dale Carnegie Training * The Gartner Group Publications Partner: * Federal Computer Week .. other sponsors to be announced About this conference: This training conference will focus on federal agency plans, new initiatives, and pilots all directed at improving an agency's ability to provide quality and responsive customer service. We will hear from the agency executives that are examining the four "P"s of CRM: * Planning * Process * People * Platforms Downsizing. Business focus. Performance. Results. Customer Service. Turning customers into loyal customers. Handling objections. Satisfying internal and external customers. These are new times for many federal organizations who are chartered as franchise business activities (FBA), Fee-for-Service, CASU, or have regular contact with their clients and customers. An agency's "customers" may be the public, other agencies or internal customers. Now, these organizations are faced with the need to find, train, motivate and reward key customer service representatives. Join us for a one day training conference designed to highlight agency initiatives in the areas of CRM. Who should attend: * Agency executives and managers involved with planning and implementing customer service solutions. * Customer relations specialists, supervisors and managers. * Anyone in your organization charged with providing a professional image to your internal and/or external customers. * Managers, business developers, sales supervisors, sales team members, market research, staff support for federal fee-for-service and franchise business activities (FBA) * Agency executive planning to put in place a customer service operation and wishing to learn about industry best practices and agency best practices for customer relations. * Agency CIO staffs * Agency CFO staffs * Agency executives who plan, budget and execute information technology programs * Program managers * Industry executives interested in learning about agency initiatives * Government and industry people interested in seeing the new business model and plans at agencies What you will learn: * Agency plans, programs, initiatives, pilots aimed at innovative CRM solutions * How to define superior service * Learn industry strategies and solutions from The Gartner Group * Learn industry best practices from Dale Carnegie - the company that wrote the book on customer service. * Agency CRM solutions in place and planned Who should sponsor: * Companies involved with CRM products and solutions * Support services contractors providing support to government customer service operations * Federal fee for service organizations that wish to promote their products and services to senior government executives. * Hardware, software and systems integrators that sell products and services to the federal government. About the speakers: * Mr. Rick Gallegos, Dale Carnegie Training Rick was educated at Florida State University and is a leading instructor for Dale Carnegie Training. Rick teaches and writes training courses directed at leading government and Fortune 500 companies. He specializes in customer relationship management (CRM), sales fundamentals and sales management training. Several of Rick's courses have become standards within the Dale Carnegie Training organization. * (TBD), The Gartner Group .. other government agency speakers have been invited and will be announced. These include: * OMB * Agriculture * DISA * Transportation * Treasury * State * GSA The registration fee for this important training conference is: Government Credit Card or Check in Advance: $345 Government Training Forms/Invoice: $395 Industry and Federal Contractors, Payment in Advance: $595 Industry and Federal Contractors/Invoice: $645 We accept government training forms and government and commercial credit cards (VISA, MC, American Express). Please register early. The conference area has limited seating available and we anticipate a sell out. Points of Contact: * For technical support with this web site, please contact Mr. Parrish Knight, 301/652-2018 * For information on exhibitor arrangements, please contact Ms. Danielle Ortiz, 301/652-8797 * For general information about this event, please contact our registration office at 301/652-0810 * For information on sponsorship opportunities, please contact Ms. Cara Lombardi at 703/867-6921 Purchase and Information Options [1] Phone: 301-652-0810 and speak with our registration staff. [2] Email: Krissy Brooks at kbrooks@marketaccess.org [3] Register online: Use our online booking form to register and pay by credit card electronically. [4] Fax: registration form to 301-652-0914. [5] Mail: registration form to: Market*Access International, Inc. 5454 Wisconsin Avenue, Suite 810 Chevy Chase, Maryland 20815 Sponsorships Available! For sponsorship information, please contact: Cara Lombardi Market*Access International 5454 Wisconsin Ave. #810 Chevy Chase, MD 20815 Phone (703) 867-6921 Fax (301) 652-0914 clombardi@marketaccess.org Additional Information on Training Courses Available For more information on these courses and sites, view our web site at www.marketaccess.org Market*Access - Dale Carnegie Training Seminars (For Gov't Fee for Service and Customer Service Operations) * CRM May 8,9,10 (Wash DC) * Sales Fundamentals May 15-17 (Tampa) * Sales Management June 27-28 (Tampa) * CRM August 21-23 (Tampa) * Sales Fundamentals August 28-30 (Tampa) * Sales Management Sept 18-19 (Tampa) * CRM Sept 25-27 (Tampa) Sales Fundamentals and CRM are three-day classes. Sales Management is two-day class. Additional dates to be set in DC and West Coast Information on all events and training courses can be found at www.marketaccess.org If you wish to be REMOVED from this list, please REPLY and place REMOVE in the subject line. 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