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Thursday,
June 24,2004
Noon 6:00 p.m. |
Registration
|
| 3:30 4:00 p.m |
Welcome:
John ( Jeff) Tanner, Associate Professor, Baylor University
Thomas Leigh, Tanner Chair of Sales Management, University of Georgia
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| 4:00-5:30 p.m. |
Plenary Session
Speaker: Jill Dyché, Partner, Baseline Consulting
Group
Title : CRM: Past, Present, Future |
| 6:00 7:00 p.m. |
Welcoming Reception
Sponsored by: TeraData Center at Duke
University
|
| 7:00 p.m. |
Dinner
Chair: Richard Staelin, Duke University Teradata CRM
Center
Keynote Speaker: Robert F. Lusch, Dean, Texas
Christian University
Title : The New Dominant Logic of Marketing
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Friday,
June 25,2004
7:00 8:00 a.m. |
Buffet Breakfast
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| 8:00 9:00 a.m. |
Plenary Session: CRM As An Organizational
Strategy
Chair: Thomas Leigh, University of Georgia
Speaker: Rajendra Srivastava, Goizueta Chair in e-Commerce
and Marketing, Emory University
Title: CRM: An Organizational Strategy and Capability
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| 9:00 10:00 a.m.
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Plenary Session:
Chair: Jeff Tanner, Baylor University
Speaker: Ronald Swift, Vice president of Strategic
Customer Relations, Teradata, a Division of NCR
Title: CRM As Customer Economics |
|
| 10:00 10:30 a.m. |
Refreshment Break
Sponsored by: Coca-Cola Center for Marketing Research
|
| 10:30 Noon |
Plenary Session: Customer Value and CRM
Chair: Andrea L. Dixon , Associate Professor, University
of Cincinnati
Speaker: Martha Rogers, Partner, Peppers & Rogers
Group
Title: Customer Valuation |
| Noon 1:15 p.m. |
Lunch
|
| 1:15 2:45 p.m. |
Plenary Session: Conceptualizing and Measuring
Organizational Relational Competency
Chair: Greg Marshall, Professor, Rollins College
Speaker: George S. Day, Geoffery T. Boisi Professor
of Marketing, Wharton
Title: Conceptualizing and Measuring Organizational Relational
Competency
Speaker: William L. Cron, Professor, Texas Christian
University
Artur
Baldauf, University of Berne , Switzerland
David
Cravens, Texas Christian University
The Sales Force's Contribution to an Organization's Customer
Relating Capability |
| 2:45 3:15 p.m. |
Refreshment Break
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| 3:15 4:30 p.m. |
Plenary Session: Measuring the Adoption of a Customer
Relationship Orientation in the Firm
Chair: Rolph Anderson , Professor,
Drexel University
Speaker: Werner Reinartz, Associate Professor, Insead
Title: The CRM Process: Its Measurement and Impact on Performance
Speaker : Satish Jayachandra, Assistant Professor,
University of South Carolina
Subash
Sharma, Professor, University of South Carolina
Title: Information Processes for Customer Relationship Management:
Drivers and Outcomes
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| 4:30 5:00 p.m. |
Bus to Lone Star Race Track
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| 5:00 7:00 p.m. |
Buffet Dinner (Dinner Sponsored by Microsoft)
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| 5:00 7:00 p.m. |
Session:
Lone Star Race and CRM: A Case Study
Handicapping Demonstration |
| 7:00 p.m. |
Fun & Games: Racing Events at Lone
Star (Event Sponsored by Microsoft)
|
| 10:00 p.m. |
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Saturday,
June 26,2004
7:30 8:00 a.m. |
Buffet Breakfast
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| 8:00 9:30 a.m. |
B2B Customer Relationships: Views From Around the World
Chair: Wesley Johnston , CBIM Roundtable
Professor of Marketing, Georgia State University
Speaker Panel: Evert Gummeson,
Stockholm University and the ICRM Group
Title: "From One-to-One to Many-to-Many Marketing: A Nordic
School Contribution"
Thomas
Ritter, Associate Professor, Copenhagen Business School and
the Industrial Marketing and Purchasing Group (IMP)
Title: An IMP perspective on B2B Customer Relationships
Michael
Kleinaltenkamp, Professor, Freie Universtat, Center for Technical
Sales, University of Berlin and the Relationship Marketing Conference
Nicole
Coviello, Professor of Marketing and International Entrepreneurship,
University of Auckland ( New Zealand ) and The Contemporary Marketing
Practices Group (CMP)
Title: How Do Firms Relate to Their Markets?
|
| 9:30 10:00 a.m. |
Refreshment Break
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10:00-11:15 a.m.
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CRM Research: The New Dominant Logic of
Marketing and Sales
Co-Chairs: Thomas W. Leigh, University of Georgia
Wesley Johnston, Georgia State University
Panel: Robert F. Lusch, Texas Chris tian University
Rajiv
Grover , Terry Chair of Marketing, University of Georgia
World Panel: Evert Gummeson, Thomas Ritter, Nicole Coviello,
Michael Kleinaltenkamp.
|
| 11:15-12:30
p.m. |
Breakout Sessions
Track 1: CRM Analytics
Chair:
Annie Liu,
Loyola Marymount
Speaker: Herbert Kirk,
Vice-President for Education,
The SAS Institute
Tom Bohannon, Baylor University
Track 2: Integrating Microsoft CRM into the Curriculum, Microsoft Business Solutions
Chair: Debra L. Zahay, North Illonois University.
|
| 1:30 2:45 p.m. |
Breakout Sessions
Track 1: SFA User Adoption Research
Chair: Steven P. Brown, Bauer Professor of Marketing,
University of Houston
Panel: Eli Jones , Associate Professor and Executive
Director of the Program for Excellence in Selling, University of Houston
Title: Going Beyond the Technology Acceptance Model
Michael
Ahearne, Assistant Professor and Director of the Center for
Sales Excellence, University of Connecticut
Title: "Realizing return on CRM Technology Investments: Team
Influences on Performance Trajectories Following a CRM Technology Interventions"
Track 2: Closing the Loop : Linking CRM Analytics to the Customer-Facing
Touchpoints
Chair: Larry Chonko, Professor, Baylor University
Speaker: Cathy Burrows, RBC Centura Bank
Title: "Event-based Marketing at RBC Centura Bank (Pre-work
HBS Case reading assignment: The RBC Centura Case)"
|
| 2:45 3:15 p.m. |
Refreshment Break
|
| 3:15 4:30 p.m. |
Breakout Sessions
Track 1: Sales Automation
Chair: Buddy Laforge, Brown-Foreman Professor of Marketing,
University of Louisville
Speaker: Jeffrey Bailey, Manager for Oracle Corporations
Track 2: Closing the CRM Loop : When the Salesperson Matters
Chair: Thomas Decarlo, Associate Professor, Iowa
State University
Speaker:
Patrick Desamours, Edward Jones
|
| 4:30 5:45 p.m. |
Track 1: Reprised Sales Force Automation Demonstration
Chair: Jeffrey Totten, Southeastern Louisiana University.
Speaker: Sales Force Automation Demonstration Michelle
Webb, Southeast Sales Representative SalesForce.com
Track 2: B2B Inter-Organizational and Collaborative Relationships
Speaker:Jean L. Johnson, Professor of Marketing, Washington
State University
Title: "The interplay of experiential and cognitive routes to
knowledge development in interfirm relationships"
Speaker: Ajit Kambil, Deloitte Consulting,
Speaker:Frank Piller, Associate Professor, TUM Business
School Technischic Universitaet, Muenchen
Title: Collaborative Customer Relationship Management: Motives, Structure,
and Modes of Collaboration and Mass Customization
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Sunday,
June 27,2004
7:30 8:00 a.m. |
Buffet Breakfast
|
| 8:15 10:00 a.m. |
Plenary Session : Strategy
and Analytics Models for Teaching the CRM Course
Chair: Eli Jones , University
of Houston
Speakers: *Charlotte Mason, Professor, University
of North Carolina
* Mark Leach, Loyola Marymount
*
Werner Reinartz, Insead |
| 10:00 10:30 a.m. |
Refreshment Break
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| 10:30 - 11:30
a.m. |
Plenary Session Building Academic and CRM
Practitioner Partnerships and Centers
Chair: Mike Dorsch, Clemson University.
Speaker: Suresh Ketha, GEMS (an SAP integrator); ,
Ken Cudlipp, Dallas CRM Association and Headstrong Consulting
|
| 11:30 Noon |
Future Directions and Conclusions
Jeff Tanner, Baylor University
Thomas Leigh, University of Georgia
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