Making Social CRM Smarter and Scalable

Enterprise adoption of social media is happening both internally and externally. Accenture calls social CRM the new frontier of marketing, sales and services. Altimeter has recently described new rules of relationship management for social CRM. Regardless 2010 will become the year of Social CRM or not, this event will try to figure out what social CRM is about, what challenges it's facing, and how text analytics can make it smarter and scalable.

Dave Carroll from Salesforce will present " Social Networking in the Enterprise". Social networking in the enterprise brings with it a range of assumptions, opportunities and challenges. The consumer web is defining another compelling technology for success for the business web, Profession Social Networking. What value does social networking technology provide the enterprise? What are some of the assumptions that accompany the term “Social Networking?” What are the challenges inherent in applying another consumer web incubated technology to the enterprise? Learn about these benefits and challenges and how salesforce.com is providing the tools and platforms to realize the benefits and overcome the challenges of Social Networking in the Enterprise.

Cheryl Kieliszewski from IBM Research will talk about "Analytics: A Competitive Differentiator".  The ability to pull value from data is a crucial competitive differentiator. Substantial value can be realized by making smart data-driven decisions. Vast amounts of heterogeneous data of variable quality requires better tools to identify data that is relevant for smart decision-making. Advanced analytics technologies are becoming a proven and growing domain to create value from data. This talk will provide an overview of advanced analytics research being conducted at IBM, projects currently underway and analytics research frontiers.

Speaker Bios

Dave Carroll, Director of Developer Evangelism, salesforce.com
Dave Carroll is the Director of Developer Evangelism at salesforce.com. A technologist at heart, Dave’s enthusiasm for programming and technology inspires the developer community to think creatively about using various technologies with the company’s Force.com platform. Dave was instrumental in launching and validating the company’s first Web services API. In addition to speaking about the platform at numerous events and conferences, Dave has also led and participated in the creation of many of the developer tools for the platform. With a range of development experience from Pascal and C to Java, .Net, JavaScript and Actionscript , Dave brings a practical developer perspective to both external developer communication and internal production feedback. Previously, Carroll demonstrated his early understanding of the value of on-demand software as a service serving as Chief Technology Officer at Advanced HR, Inc., a Saratoga-based on-demand software company providing Compensation Benchmarking for pre-IPO companies. Before that, Carroll was a senior technical analyst and technologist for PSW-3, a financial services company and spent many years as a software consultant. Carroll has spent over 15 years developing software on a variety of platforms.

Dr. Cheryl Kieliszewski, Research Scientist, IBM Research - Almaden
Dr. Cheryl Kieliszewski is a research scientist and manages a team focused on the research, design and implementation of advanced analytics for improved business intelligence technologies at IBM Research - Almaden. She has been with IBM since November 2000, having worked in both the Research Division and Systems and Technology Group. Cheryl has over 15 years of research and applied human factors engineering experience investigating human-system interaction for technology design and implementation. She received her Ph.D. from Virginia Tech in Industrial and Systems Engineering.

Agenda:
6:30pm - 7:00pm  Registration / Networking / Refreshments / Pizza
7:00pm - 7:10pm  Introduction by AJ Chen (Moderator)
7:10pm - 7:50pm  Dave Carroll: Social Networking in the Enterprise
7:50pm - 8:30pm  TBD (text analytics talk)
8:30pm - 9:00pm  Joint Q&A.