13:30 - 14:30
100 - Beginner
The Ultimate CRM Test: Are You Truly Managing Customer Relationships?
Are you ready to speak frankly about customer relationship management? In this session, author and university professor JC Quintana explains the importance of CRM strategy and technology in the era of Customer Experience (Cx). JC will share insight from his book and years of research on the behavior and psychology of relationship building and management. He will challenge you to evaluate if your company is managing customer relationships at all. You will learn about the patterns of customer relationship deterioration and consolidation every company must manage to deliver the functionality, accessibility, and emotional context customers need to become and stay customers. A fascinating exploration of the psychology of winning and keeping customers.
Introducing Your Speaker
JC Quintana, Founder, Corporate Relationship Grp
JC Quintana is a fervent believer in the importance of winning and keeping customers, employees, and business partners through similar relationship-building strategies. His impressive resume includes entrepreneurial and senior executive roles over global, multiregional and multicultural initiatives in customer experience, customer relationship management, human capital and organizational development, and channel alliances programs for companies that have included DHL, SAGE, ADP, and Hewlett-Packard. He is the author of three books on business relationship innovation, focused on the core components of business relationship success and adoption of the strategies and technology that support them. He is a professor of relationship strategy & innovation, and founding board member for the Cx Executive Program at Rutgers University.