[xtm-wg] 11 May CRM Conference - Speakers Announced - DISA Keynote -Learn about new federal programs and initiatives

[David Dickson <res02mg1@gte.net>]

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.





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