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Subject: [xtm-wg] 11 May CRM Conference - Speakers Announced - DISA Keynote -Learn about new federal programs and initiatives
To: XTM-WG@EGROUPS.COM Your opportunity to learn how other agencies are approaching customer service and industry best practices. ANNOUNCING FINAL SPEAKER LIST - KEYNOTE BY DOD DISA Customer Relationship Management (CRM) Achieving World Class Customer Service for Government Service Providers One-Day Training Conference 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. Speakers: * KEYNOTE: BGen Skoch-Principal Director for Network Services, DISA * Jay Jayachandran-BAH * Debra Thompson-Associate Director, Gartner * Terry Daley-Director of Contact Center Technology, NCS Pearson * David McClure-GAO * Shawn Magill-Director, Business Development, DLA/DAPS * Rick Gallegos-Dales Carnegie Training * Oracle * Pat Sobol-Management and Program Analyst, OIT, US Customs Service * Denny Groh-GSA * Tim Burke-Director, Federal Travel, Department of Transportation * Jeanne Saunders-Department of Education SFA * Christine Ricci and Tony Castellano--Treasury Financial Management Service For more information, see our web site at http://www.marketaccess.org/event_crm_dc.asp. 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 Information Technology Operations INPUT Government Dale Carnegie Training Gartner Publications Partner: Federal Computer Week 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 CPO 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. 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, 703/807-2748 For general information about this event, please contact Ms. Kristen Brooks, 703/807-2746 For information on sponsorship opportunities, please contact Ms. Cara Lombardi at 703/867-6921 Purchase and Information Options [1] Phone: 703-807-2746 and speak with Ms. Kristen Brooks. [2] Email: kbrooks@marketaccess.org [3] Register online: Use our online booking form to register and pay by credit card electronically. [4] Fax: registration form to 703-807-2728. If you wish to be REMOVED from this list, please REPLY and place REMOVE in the SUBJECT line. Thank you. To Post a message, send it to: xtm-wg@eGroups.com To Unsubscribe, send a blank message to: xtm-wg-unsubscribe@eGroups.com Your use of Yahoo! Groups is subject to http://docs.yahoo.com/info/terms/
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