The Vital Role of a CRM: Getting the most value as customer & marketplace demands intensify Thur. September 15 | 10:00 am PT | 1:00 pm ET
Guest Speaker: Kate Leggett
VP & Principal Analyst for CRM
and Customer Service Forrester
Douglas A.J. Carlson
Head of Business Development &
Partnerships, North America LeadSquared
On-Demand Webinar
Session Overview
Are you getting the most value from your CRM strategy? Many companies rely on CRMs to drive growth, but are the systems in place providing you with the most value?
Learn why most companies struggle to maximize the benefits of their CRM and hear to what you can do to overcome the challenges. Our experts will discuss the shift in customer expectations and provide you with four strategies your sales and marketing teams can leverage to deliver the experiences that keep customers satisfied and loyal.
You’ll gain insight about:
Why your customer expectations have changed
How you can provide great customer experiences to meet their new needs
What your customer expects from your sales team
And how to enable engagement to scale and drive acquisitions across channels
Meet Our Panel
Douglas Carlson | Head of Business Development & Partnerships, NA | LeadSquared
Douglas leads Business Development, Partnerships, and Strategy for LeadSquared North American, the B2C sales and marketing automation platform. Through his background in Customer Success, Product Management, and Sales, Douglas brings a thoughtful approach to the Build, Buy, and Partner functions of BD. Douglas' focus is on high-growth technology companies in the B to D rounds of funding band.
Education:
Douglas earned an M.B.A. in global studies as well as a B.A. in marketing from Southern New Hampshire University. He completed his M.B.A. summer internship with TechStars in Boston, MA.
Kate Leggett | VP, Principal Analyst | Forrester
Kate serves Application Development & Delivery Professionals. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. She has been published in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM.
Previous Work Experience:
Kate has extensive industry experience, with more than 10 years of leadership at CRM and customer service software companies, where she held senior product marketing and product management roles. She is also a published author on customer service trends and best practices.
Education:
Kate earned a Bachelor of Science from the University of Toronto and a Master of Science from the University of Pennsylvania.
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