BI SIG: CRM Challenges for Brick, Slick and Click



  • How to keep your customers happy in the mobile, multichannel world.


    Kenneth Leung, Business Development Manager, Retail and Emerging Technologies, IBM


    Presentation Overview

    CRM Challenges for Brick, Slick and Click

    Today's consumers are doing their puchases through multiple channels: store, kiosk, web, mail and phone. With the introduction of wireless devices such as Palm and "Internet-enabled" cellular phones, the complexity of managing customer interaction has jumped exponentially compared to the days of the Sears store and its catalog.

    This presentation takes a look at how businesses are adjusting their CRM initiatives to handle multichannel customers. We will also take a look at how businesses can interact with customers' wireless devices and how this affects CRM implementations.

    Speaker Profile

    Kenneth Leung

    Kenneth is Business Development Manager for Retail and Emerging Technologies at IBM. He was director of retail and emerging technologies for Informix Software before Informix was acquired by IBM in July 2001. Prior to joining Informix he was marketing manager with Innovax Concepts Corporation, a point-of-sale software company in Dallas, Texas. He was also an adjunct marketing professor with the Graduate School of Management at University of Dallas, where he taught Business to Business Marketing. He has authored articles on various subjects for magazines such as Ecommerce World, Retail Tech and Marketing News. He is currently co-authoring his first book with Joe Lumbley for Prentice Hall Professional Press titled "CRM Survival Guide", scheduled for release in early 2002.


    Event Logistics


    Lucie Stern Center
    Community Room
    1305 Middlefield Rd.
    Palo Alto, CA


    6:30-7:00pm registration/networking/refreshments (please arrive before 7:00 PM)
    7:00-8:30pm presentation and discussion


    $10 for non-SDForum Members
    No charge for SDForum members and students with ID
    No registration required