Session Details
Day: 16/03/2017
Time: 09:00 - 10:30
Room: Morus 1

Track: All
Level: 200 - Intermediate
Audience: Customers
Type:
Keynote: Speaking Frankly About Customer Relationships with JC Quintana

Speaking Frankly About Customer Relationship Management

Here is the honest truth about your customer RELATIONSHIP efforts ... They are not customer relationship efforts at all. Customer relationships follow patterns of behavior that your company can predict and manage, but first you have to learn how relationships actually develop, grow, or deteriorate. When you design CRM solutions that help you win the right relationships, and build great customer experiences, CRM becomes a powerful and targeted mechanism for delivering the right value proposition to the right customer segments through the right channels. Author and Rutgers University professor JC Quintana candidly shares the important elements companies miss in building customer relationship strategies and implementing the tools that support them.

 
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.