Date:    February 1, 2002

Place:   UVa - Monroe Hall, Charlottesville, VA

9:30 – 10:00 a.m.     Welcoming Reception & Registration

10:00 - 12:30 p.m.    Presentations

Speakers:

Pat House
Vice Chairman & Co-Founder
Siebel Systems, Inc.

Pat House will highlight the technology and economic trends that have made CRM the fastest growing segment in applications software. Citing actual customer case studies, Ms. House will discuss how global organizations across all industry sectors are revolutionizing the way in which they manage their customer relationships, their customer satisfaction levels and the return on investment they are realizing as a result of their CRM deployments.

Patricia Seybold
Founder, CEO, and Author
Patricia Seybold Group

What Comes After CRM: Customer Managed Relationships and a Focus on the Quality of the Customer Experience (QCE)^SM

What's the fastest path to ROI? Focus first on giving customers direct access to the information and transactions they care the most about. Streamline all your business processes by focusing on customer-critical moments of truth and on achieving customers' outcomes.

12:30 - 1:30 p.m.      Lunch

1:30 – 3:00 p.m.       Panel and Roundtable Discussion

Panelists:

Mike Dalton
Senior Vice President, Lodging Systems
Marriott International, Inc.

Alan Rimm-Kaufman
Vice President, Marketing
Crutchfield Corporation

Patricia Seybold

3:00 - 5:00 p.m.        Closing Reception

^SM Quality of Customer Experience is a Service Mark of the Patricia Seybold Group, Inc.