[xtm-wg] Customer Service - CRM Training - Dale Carnegie - Washington DC and Tampa

[David Dickson <res02mg1@gte.net>]

To:     xtm-wg@egroups.com

Two Courses and a One day conference: Designed for Government -- About government 
customer service...

These courses are designed to provide industry best practices and the best of 
Dale Carnegie training for government managers and executives involved with customer 
service and/or business relationships with their clients -- internal clients, 
external clients and the public. Other leading industry speakers will participate.

Course One: CRM Training (Three days)  Washington, D.C.   May 8,9,10.  
Based on Dale Carnegie CRM training with Gartner and other industry speakers.
Learn industry best practices applied to government customer service needs.  
See below for web link and summary description.

Course Two: Sales and Business Development Fundamentals for Government Sales 
and Customer Relations Managers. Tampa, Florida, May 15 - 17.

Learn industry best practices for sales and marketing.  
Designed for government.  
See below for web link and summary description.

Course Three: CRM Conference - One day - Washington, D.C. 11 May – Reagan Building 

Learn about government plans for customer service and customer relationship management. 
 
Based on Dale Carnegie CRM training with Gartner and leading agency customer 
service executives describing their plans, programs and priorities for customer 
service.  
See below for web link and summary information.

**** Summary Course Descriptions ****

COURSE ONE: Customer Relationship Management (CRM)
Achieving World Class Customer Service for Government Service Providers 
Course Schedule: CY 2001
* May 8-10 3 days (Washington, DC) Classroom Training

http://www.marketaccess.org/event_crm.asp

Who Should Attend:

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 solutions for customer 
relations management. 
Agency CIOs and their staff with a CRM initiative in the planning stages.
Agency program managers with internal and external "customer" relationships 

COURSE TWO:  Sales and Business Development Fundamentals 
For Government Fee for Service Organizations Selling Products and Services to 
the Federal Government 

Course Schedule: CY 2001
May 15-17 3 days (Tampa)
August 28 -30 3 days (Tampa)

For more info on this course, go to http://www.marketaccess.org/event_tampa_sbdf_new.asp

Who should attend:

* Newly assigned government sales, business development and marketing specialists 
and their managers. 
* Customer relations specialists, supervisors and managers. 
* Anyone in your organization charged with responsibility for finding, qualifying 
and closing new business. 
* Managers, business developers, sales supervisors, sales team members, customer 
account 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 for sales and marketing. 
* Customer service personnel, supervisors and managers 
* Sales and marketing managers 
* Agency program managers with internal and/or external business objectives 
* Business development veterans who want to stay abreast of the latest techniques 
and strategies 



COURSE THREE:  Customer Relationship Management (CRM) Training Conference
Achieving World Class Customer Service for Government Service Providers One-Day 
Training Conference 

11 May 2001 (All day)

Ronald Reagan Building and International Trade Center
1300 Pennsylvania Avenue
Washington D.C.
Atrium Ballroom

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 

About the speakers:

* Christine Ricci, Treasury 
* Rick Gallegos, Dale Carnegie Training 
* Deborah Thompson, Gartner 
* Kevin Plexico, INPUT Government 
* Patricia Sobol, Treasury 
* Tim Burke, Transportation 
* David McClure, GAO 
* Dan Chenok, OMB (Invited) 
* Jeanne Saunders, Education 
* Shawn Magill, DLA/DAPS 
* BGen Skoch, DISA (Keynote Speaker)




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