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Session Descriptions

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Sales, Service & Marketing Track		CRM Development Track
CRM Support Track		IT Infrastructure Track
Community Resources

Getting the Most Out of Summit
Make sure you have a plan for leveraging your time at Summit and you're able to hit the ground running. Join us for a quick 411 on Summit, including tips and tricks to make the most of your time here. This will be especially helpful if you haven't been to Summit before.

Sales, Service & Marketing Track

If you’re a functional user of Dynamics CRM and want to improve your understanding of this valuable resource, be sure to join the sessions in this track. Learn and share how to use Dynamics CRM to make you and your organization more efficient and productive.

Best Practices with the Sales Process
Seems like every organization has a different sales process, and thus uses Dynamics CRM to support that process in a different way. Yet there are some great best practices for leveraging CRM’s functionality to support and drive your sales processes. Bring your perspective and ideas, and be ready to pick up some great ideas.

Speaker(s): Abraham Urasma, Pierre Hulsebus
Track: Sales, Service & Marketing
Level: 100

Leveraging CRM Service
Are you curious how CRM Service Management can be leveraged? Are you using Service Management but want to take it to the next level? In this breakout discussion will cover the basics of using service, with escalations, alerts, and the Knowledgebase, then we’ll discuss how to move beyond the basics to properly manage your cases and issues.

Speaker(s): Syed Ali
Track: Sales, Service & Marketing
Level:100

360^o Marketing
In this content packed session, we’ll take an iin-depth look at how MS CRM users can begin to implement the concept of 360 degree marketing. We’ll cover the how and why various channels are used in a b2b marketing and lead generation environment. Discussion will focus on how marketing information is captured and how/when leads are moved from “capture to qualified”. We’ll also cover the process of lead scoring and analytics for measuring the value and efficacy of campaigns as they relate to opportunity and pipeline development. Marketing is under increasing pressure to justify spend and show ROI on all channels, including social media marketing. This session will provide the building blocks for how this can be accomplished.

Speaker(s): Kevin Miller
Track: Sales, Service & Marketing
Level: 200

CRM Accelerators Roundtable
Accelerators are powerful additions to help you further leverage Microsoft Dynamics CRM. Join this interactive discussion to learn from others and share your story of the Accelerators you’ve installed, the benefits your organization has realized, and the lessons learned.

Speaker(s): Hansel Gillis, Bob Peskin
Track: Sales, Service & Marketing
Level:100

CRM 2011
If you haven’t heard (and there’s little chance of that) the much awaited new version of Dynamics CRM has been released. You will not want to miss this special walkthrough of CRM 2011 to see the dramatic changes, and new functions and features, waiting for you. This is a special opportunity to build your business case for upgrading and start planning how to take advantage of the new version.

Speaker(s): Dennis Ambrose
Track: Sales, Service & Marketing, CRM Support, CRM Development, IT Infrastructure
Level: 100

Best Practices with Marketing
As a marketer, you're bombarded with new findings, research, and "actionable" data that's supposed to help you improve your business. But with limited time and resources, you need tangible tips and tricks that will improve your ROI today. Join us for a discussion about best practices for using social media and online marketing to expand your marketing reach and effectively engage your prospects and customers.

Speaker(s): Kathie Bennie, Scott Sharby
Track: Sales, Service & Marketing
Level:100

Tips and Tricks Roundtable
Have a tip or trick you’ve figured out with Dynamics CRM? Want to learn plenty of great tips and ideas to make you job easier? In this roundtable session, it’s a free-for-all opportunity, so bring your best lesson learned - on using CRM with Outlook, Excel integration, security, performance, workflows - you name it! And don’t forget a sharp pencil and plenty of paper.

Speaker(s): Nandini Sundaresh
Track: Sales, Service & Marketing
Level: 100

Solutions Showcase
Looking for solutions to extend your Dynamics CRM implementation? Come watch the showcase! In just minutes learn what solutions and services are available from the CRMUG Partner Members. It's a quick, easy way to find answers and shortcut your research. You might even find a solution that you didn't know existed!

Speaker(s): Mark Rhodes
Track: Sales, Service & Marketing
Level: 100

Regional Chapters Networking
Regional Chapters enhance your membership in CRMUG by offering face-to-face interaction and knowledge-sharing with other Microsoft Dynamics CRM users in your region. By having meetings centrally located within your region, users from all job roles and levels in your company can participate by only driving a short distance. All job roles are welcome. Join us so you can optimize the functionality, flexibility, performance and return on investment offered by CRM—and get better results from your CRM implementation back home.

Speaker(s): Mark Rhodes, Mary Berens
Track: Sales, Service & Marketing, CRM Support, CRM Development, IT Infrastructure
Level: 100

Sales Force Automation: People, Process, or Technology?
There’s more to effective Sales Force Automation than just deploying great CRM technology. Join us to explore how to better leverage your CRM investment, and to align people, processes, and technology in support of your business objectives and enhanced CRM user adoption. This session is an interactive discussion, so bring your SFA challenges and ideas, such that all attendees can learn from each other.

Speaker(s): Derek Warburton, John Johnston
Track: Sales, Service & Marketing
Level: 100

Sales Process SIG
CRMUG Special Interest Groups (SIGs) are recurring meetings focused on a particular topic or industry. If you’re involved in the sales process, likely you have some great challenges and experiences to share. In this session we will explore the benefits of a standardizing CRM Processes:

The ability to better manage the roles, responsibilities and activities of each of the customer facing team members
Reducing non-productive administrative bottlenecks and non-productive use of time
Creating a systemized approach to new business development and customer management
Improving the frequency and consistency and quality of prospect and customer communications
Reducing the time to ramp up and train new sales team members
Greater accuracy in reporting which will lead to improved management decision making

Speaker(s): Rick McCutcheon
Track: Sales, Service & Marketing
Level: 100

Effective Email Campaigns
Join us in this interactive discussion to learn how you can use data in Dynamics CRM to drive more effective and personalized email communications to your customers and prospects. Learn tips and best practices for delivering effective email campaigns and see how Volvo CE is using ExactTarget integrated with Microsoft Dynamics CRM to deliver newsletters, remarketing campaigns and customer alerts that drive results.

Speaker(s): John Johnston, Brian Moser
Track: Sales, Service & Marketing
Level: 100

CRM Support Track

This track is for all “super-users” that provide a variety of support to your organization’s Dynamics CRM users. Sessions in this track are aimed at general super-users, light developers, those doing BI and reporting, and team members more involved with a CRM implementation.

Best Practices with User Adoption
Facing challenges with user adoption? Have some great solutions to share? Join in this interactive discussion covering the successes and challenges of CRM User Adoption including:

> Project ownership and sponsorship
> Working with experienced CRM professionals
> Getting the design right
> Facilitating a proof of concept program
> What works with training and coaching
> Standards/Guidelines and Expectations with prospects / clients / contacts
> Data monitoring
> How to get involved with your Dynamics CRM User Group

Speaker(s): Abraham Urasma, Rick McCutcheon
Track: CRM Support
Level: 100

Support Options for You
Microsoft has a plethora of great resources and options for getting support for your CRM installation. Join us to make sure you're leveraging all the resources available for you, so you'll know where to turn next time you needs quick solutions

Speaker(s): Microsoft (tentative)
Track: CRM Support
Level: 100

Best Practices with Implementing and Deploying CRM
If your organization is in the process of planning, or in the early stages of implementation and deployment of CRM, don’t miss this insightful breakout session that will help make your experience a positive one. Don’t get caught in the traps that other companies have already found solutions for. The facilitator for this breakout is responsible for a Global CRM deployment of 2500 Users.

Speaker(s): Hugh Konigsmark, Phil Benstein
Track: CRM Support
Level: 100

Phase 2 - Taking CRM to the Next Level
So you've implemented Dynamics CRM and it's supporting your ongoing business processes - now what? Take your CRM application to the next level and make sure you're leveraging your CRM investment. Join in this discussion on how to further leverage your CRM system.

Speaker(s): Mike Hammons, Dennis Ambrose
Track: CRM Support
Level: 200

Speaker(s): Dennis Ambrose
Track: Sales, Service & Marketing, CRM Support, CRM Development, IT Infrastructure
Level: 100

Preparing to Upgrade to 2011
A lot has changed in CRM 2011 - get a jump on your upgrade and attend this session to learn what's changed, how to evaluate when to upgrade, and what you can do to help you have a smoother upgrade experience.

Speaker(s): Mike Hamm
Track: CRM Support
Level: 200

Measuring User Adoption
Leveraging the right approach to CRM planning and measuring User Adoption and return on your CRM investment (ROI) is like having a customized blueprint for success. In this session we’ll discuss how to measure User Success in the following areas:

Marketing Automation
Lead Management
Sales Force Automation
Activity Management
Time & Territory Management
Partner Relationship Management

Speaker(s): Kathie Bennie, Rick McCutcheon
Track: CRM Support
Level: 100

CRM Implementation Case Study - New Belgium Brewery
New Belgium Brewery is frequently cited as an innovator, so when they embarked on their CRM implementation it was no different. Learn how New Belgium is leveraging Dynamics CRM, the Microsoft stack, and creative thinking towards a successful implementation.

Speaker(s): Phil Benstein
Track: CRM Support
Level: 100

Speaker(s): Mark Rhodes, Mary Berens
Track: Sales, Service & Marketing, CRM Support, CRM Development, IT Infrastructure
Level: 100

Managing an Effective Team
Does your team have the right players to make your CRM solution a success? What type of team does it take to implement and grow your CRM solution for the long-term? This session will explore the need for CRM team members with roles such as strategic planning, functional support, development and having key business users as part of the team as well.

Speaker(s): Hugh Konigsmark, Teresa Crossland
Track: CRM Support
Level: 100

CRM Accelerator In Depth (TBD)
In this session, we'll dive deep into one of the CRM Accelerators, and walk through installation, configuration, and use of this powerful add-on.

Speaker(s): Microsoft
Track: CRM Support
Level:100

SSRS 101
Join us for this introductory look at SSRS and how you can use this powerful tool to further your CRM reporting and business intelligence.

Speaker(s): Cheryl Bartholomew, Scott Sewell, CRM MVP
Track: CRM Support
Level:100

CRM Development Track

Sessions in this track are provided for those IT team members or heavy departmental users who are doing development in and around Dynamics CRM. If you use the SDK, are building xRM applications, or are developing reports and dashboards, you’ll be interested in this track.

How to Customize Your CRM
Even the novice CRM user can make simple changes and customizations to enhance one's use of the application. We'll cover some easy examples and share ideas for supporting the typical knowledge worker.

Speaker(s): Larry Lentz, CRM MVP
Track: CRM Development
Level:100

Leveraging the SDK
Have your business requirements pushed you beyond the Microsoft Dynamics CRM Customization Tools and into the SDK? No doubt you have tips to share then. Join this energetic discussion to discuss the "why" and "how" of customizing Dynamics CRM, and compare different approaches. Share your experiences with the SDK and learn more about topics such as Form Scripting, Client Extensions, Plug-in Development and custom Workflow Activity development, and working with the Microsoft Dynamics CRM Web Services.

Speaker(s): Ivan Kurtev
Track: CRM Development
Level: 200

Reporting in CRM
Are you responsible for reporting out of Dynamics CRM? Then you don't want to miss this hour, focused on troubleshooting and the tools to help you produce your reports faster and easier.

Speaker(s): Kim Johnson, Donna Edwards CRM MVP
Track: CRM Development
Level: 200

The Dynamics Duo: SharePoint and CRM
Join us for this review and discussion of what and how SharePoint can be used with CRM.

Speaker(s): Larry Lentz, CRM MVP, Syed Ali
Track: CRM Development
CRM DevelopmentLevel: 200

Speaker(s): Dennis Ambrose
Track: Sales, Service & Marketing, CRM Support, CRM Development, IT Infrastructure
Level: 100

SSRS 201
If you've used SSRS for basic reporting and ready to dive deeper into the capabilities available, join us for this session.

Speaker(s): Cheryl Bartholomew, Scott Sewell, CRM MVP
Track: CRM Development
Level: 300

Best Practices with Data Management / Governance
Data quality is the lifeblood of any CRM initiative. How can you deliver thorough, consistent, accurate, and relevant data? Join us for an interactive discussion, where we’ll share the latest tips, tricks, and best practices on de-duplicating, handling the import of new data, and the maintaining of clean data. This session will benefit beginners and experts alike.

Speaker(s): Jade Blacksher
Track: CRM Development
Level: 200

The xRM Application Framework
In today’s dynamic business environment companies demand the ability to manage anything (X=anything), not simply relationships with customers. An xRM solution designed using Microsoft applications can help you support just about any business process. In this session we will share and discuss the many different ideas of how you can use Dynamics CRM to support unconventional (xRM) needs. Whether you are already in production or still in the R&D phase, this session will be of interest to you.

Speaker(s): Jade Blacksher, Gregor Newland
Track: CRM Development
Level: 100

Speaker(s): Mark Rhodes, Mary Berens
Track: Sales, Service & Marketing, CRM Support, CRM Development, IT Infrastructure
Level: 100

Javascripting 101
Javascripting is a fun and easy way to extend your CRM functionality. Join this interactive discussion to share how you've used Javascript and get some great ideas for use and shortcuts from others.

Speaker(s): Mitch Milam, CRM MVP
Track: CRM Development
Level: 100

Best Practices with CRM Workflow
Join this interactive session on workflows, covering the initial concept of automation, mapping out the workflow, building/writing the workflow, testing the workflow and troubleshooting workflows once in production. Best practices and tips/techniques discovered through “on-the-job” experience by your session leaders will be covered as well. Be ready to share your own workflow tips and techniques with others during the session!

Speaker(s): Donna Edwards, CRM MVP, Hansel Gillis
Track: CRM Development
Level: 200

Developing Plug-ins
Plug-ins are a powerful way to extend your CRM installation. Join Mitch Milam, CRM MVP, to learn some One of the most powerful aspects of Dynamics CRM is the ability to extend CRM using custom plug-ins and workflow activities. Join Mitch Milam CRM MVP, as he leads the discussion on: when to develop a plug-in, what functionality and business process logic can be added, and deployment considerations.

Speaker(s): Mitch Milam, CRM MVP
Track: CRM Development
Level: 300

IT Infrastructure Track

This track is targeted for those IT resources that have responsibility for integrating other systems with CRM, data migration, performance tuning, or system maintenance. If you’re dealing with questions around architecture, environment, or integration make sure to check out these sessions.

Troubleshooting the Outlook Client
The CRM Outlook Client is a key productivity feature for users and can be challenging to troubleshoot when things don’t go as expected. We’ll discuss some of the most common issues related to the CRM Outlook Client and learn how to troubleshoot them. We’ll learn how to find the error logs when the installation process doesn’t go as expected, overcome configuration, login, and other issues. Definitely bring your challenges and solutions to share with others too!

Speaker(s): Donna Edwards, CRM MVP, Teresa Crossland
Track: IT Infrastructure
Level: 200

Integrating with Microsoft Dynamics CRM
Dynamics CRM is a great application, and getting better all the time. But getting the full value out of that investment can often take more than just implementing out-of-the-box. Your MIS or IT group is still beleaguered with requests for reports and raw data to support the front office activities. The solution is to integrate your Dynamics CRM deployment with the back office ERP system. This provides a single view of all aspects of your customers and, front office folks become more self-sufficient. Come and discuss best practices around Dynamics CRM integration.

Speaker(s): David Baker, Pierre Hulsebus
Track: IT Infrastructure
Level: 200

Tips & Tricks for Microsoft Dynamics CRM Online
If you use or are considering CRM Online, don't miss this breakout session in which we'll cover some great tips and resources for working with the product.

Speaker(s): Mike Hamm
Track: IT Infrastructure
Level: 100

Understanding & Optimizing Performance in Microsoft Dynamics CRM
Need a tune-up? We'll review best practices and tips for better respond speed and keeping the system healthy, including remote users and different environments, knowing what to look for and know if the system is running well.

Speaker(s): Mike Hamm
Track: IT Infrastructure
Level: 200

Speaker(s): Dennis Ambrose
Track: Sales, Service, & Marketing, CRM Support, CRM Development, IT Infrastructure
Level:100

CRM Mobility
Are you curious why organizations are increasingly using CRM via smartphones? Do you want to learn, with real world examples, how effective CRM Mobility can improve productivity, effectiveness and CRM user adoption? In this session will discuss how mobility can accelerate business processes and the potential pitfalls with CRM Mobility implementations that can limit success. Bring your questions and your experience to share with other attendees.

Speaker(s): Derek Warburton
Track: IT Infrastructure
Level: 100 PS

Integrating Social Networking
Join us for an in-depth look at how MS CRM users can begin to plan for and implement social media into their CRM. The high-level topics will include a description of practical application of social media tools into CRM. Specifically, we will explore the various uses of social media including marketing, data appending and reputation monitoring. We will introduce the concept of advocate tracking and discuss how information can be harvested from social networks and displayed in CRM. We will look at the value of social networks relative to sales intelligence and SEM, and how savvy companies are leveraging social networks to increase their inbound marketing capabilities, including real examples of social media integration with MS CRM.

Speaker(s): Kevin Miller
Track: IT Infrastructure
Level: 200

Leveraging CRM with the Microsoft Stack
The Microsoft stack continues to be better integrated and more powerful. In this session will discuss the different options for combining CRM and the stack to better support your organization's business processes.

Speaker(s): Microsoft
Track: IT Infrastructure
Level: 200

Speaker(s): Mark Rhodes, Mary Berens
Track: Sales, Service, & Marketing, CRM Support, CRM Development, IT Infrastructure
Level: 100

Managing Your CRM Security
Join Joel Lindstrom, CRM MVP, and Chris Condron for a look at best practices for managing CRM security. This session will give you real world strategies for keeping CRM data secure with minimal inconvenience to users. Topics to be discussed include making sense of business units sharing and teams, simplification of security roles, common security mistakes, preventing unauthorized record deactivation, and secure access for remote users.

Speaker(s): Joel Lindstrom, CRM MVP, Chris Condron
Track: IT Infrastructure
Level: 200

Integrating with Dynamics ERPs
Dynamics GP, AX, NAV and SL all have strong points that serve their markets very well. Regardless of the Dynamics ERP system you use (or any ERP system for that matter), integration with Dynamics CRM brings value to both sides of the equations. The question becomes, not why, but how. Each ERP application within the Dynamics line offers a different technology as its API, and in some cases one product can have more than one API technology. Come and share how you've overcome the challenges of integration and hear some best practice advice if you haven't yet integrated.

Speaker(s): David Baker
Track: IT Infrastructure
Level: 200

Best Practices with the CRM Environment
Join CRM MVP Joel Lindstrom and Chris Condron for a look at best practices for keeping your CRM environment and users happy. Topics to be discussed include:

> Common mistakes and how to avoid them
> Backup and disaster recovery
> Frequently missed configuration details
> Rollup update best practices
> CRM server care and feeding

Speaker(s): Joel Lindstrom, CRM MVP, Chris Condron
Track: IT Infrastructure
Level: 200

Community Resources

Microsoft Conduit #1
Microsoft Conduits are your opportunity to provide feedback directly to the CRM Product Team and influence the future of the product. The specific topics to be shown will be announced shortly.