B2B Marketing Special Interest Group 

Enhancing B2B Customer Experience By Integrating Metrics in Journey Maps and Aligning Customer-Facing Departments 
November 08, 2018 09:00 AM - 03:00 PM 
Learn about using key metrics in the customer journey and achieving alignment among customer-facing departments to deliver a superior customer experience. Compare approaches with other UWEBC peers and take away practical insights for enhancing B2B marketing results. 

Metrics can highlight customer experience problems and how to fix them. In this meeting, we will share the best types of metrics to use and how they integrate with journey maps to improve the customer experience. We will also discuss aligning customer-facing departments to ensure the desired experience throughout the journey and hear how Forte, the nation’s leading clinical software solutions provider, delivers a remarkable customer experience resulting in a Net Promoter Score of 100.

Who Should Attend: Participation in this SIG is by invitation only. The group is limited to vice president, director and senior manager-level employees and those whom they bring as topic matter experts. All participants are required to register. To learn more about the B2B Marketing SIG please contact Raj Veeramani. To register for this event please email UWEBCevents@wisc.edu.

Agenda Items:
9:00 AM Opening Remarks & Plan for the Day
9:15 AM Key Metrics in the Customer Journey
  Dr. Raj Veeramani - Executive Director, UWEBC
Chris Murray - Marketing Practice Director, UWEBC

9:45 AM Break
10:00 AM Workshop on Integrating Metrics with Journey Maps
11:30 AM Lunch
12:30 PM Wrap Up Workshop & Identify Challenges in Delivering a Unified Customer Experience
1:15 PM Forte’s Successful Approach to Delivering a Unified Customer Experience
  Shree Kalluri - Founder & CEO
James Wurdeman - Chief Product Officer
Carrie Nemke - SVP, Customer Relationships & Marketing
Orla Mester - SVP, Services
Mel Johnson - VP, Marketing

2:15 PM Group Discussion: Successful Strategies for Achieving Alignment Across Customer-Facing Departments
2:45 PM Takeaways/Actionable Ideas & Future Topics
3:00 PM Adjourn
Fluno Center, UW-Madison 
Events Team, 608-262-1145, UWEBCevents@wisc.edu 

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