Session Details
Day: 15/03/2017
Time: 13:30 - 14:45
Room: Vitis 2-3

Track: Executive Exchange
Level: N/A
Audience: Executives/Owners
Customer Engagement vs. CRM
Dynamics 365 has pushed the name CRM from the product SKU. The CRM terminology is erased from the product list and Customer Engagement is positioned as part of the platform. Is the concept of Customer Engagement like old ideas parading as new ones? The next business hype? Or is Customer Engagement the next level of CRM? JC Quintana will lead us on the path of relationship management and the impact of current developments. Tony de Freitas will comment on the way Microsoft will position the platform and talk about the impact of Customer Engagement on Dynamics 365. 
Introducing Your Speaker

Rik Dubbink, Partner, CRM Partners

Rik Dubbink, Partner, CRM Partners The Netherlands & Germany. As a 21-year veteran in the field of CRM, sales & marketing automation and field service management, Rik has dedicated his professional life to supporting customers in the development of relationship management strategies and systems.

His career started at the National Datacenter of the Dutch Government Professional Services department. Soon, he joined a pioneer company on Marketing & Sales Systems in the Netherlands, Matrix Information Systems. Following an acquisition by Baan Company, Rik joined the CRM unit of Baan as a Marketing Manager for the Baan Front Office Suite. Later Rik led the Professional Services Unit of Baan in the Netherlands, Belgium and Luxemburg.

Longing to return to the field of CRM, Rik joined Emiel Putman in starting a new partner for Microsoft in the Netherlands dedicated to Microsoft Dynamics CRM, Microsoft Dynamics Marketing, Social, Customer Service and the entire Microsoft platform. Today, CRM Partners is a leading partner in the Netherlands with 110 employees. CRM Partners is steadily growing and expanding internationally with offices in Eschborn and München, Germany.

Rik Dubbink holds a Master of Arts degree in History from the University of Leiden and a Post-Doc in Information Management from the University of Utrecht in the Netherlands. Rik is a fanatic road race cyclist and MTB rider. Important in life are family, travelling and experiencing new people and cultures, gourmet food and wine and sharing this with others.

Tony de Freitas, Sr. Director, Microsoft

Tony de Freitas is responsible for leading Business Applications – Dynamics team responsible for the partner and channel strategy and programs for the Microsoft Cloud and Enterprise Marketing Organization. His team is responsible for defining the Dynamics 365 ecosystem strategies and channel programs in developing new channels and the evolving the current Dynamics partners and channels to deliver on Microsoft’s vision for business applications.

Tony’s professional career spans more than 20 years of diverse experiences in Consulting Services, Product Management, Channel Sales, Business Development, and Engineering across several Microsoft Business Groups and Geographies, including also leading Business Development initiatives at frog Design. Holds Bachelor of Science in Electrical Engineer from University of Witwatersrand, South Africa. 

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.