FOLD

FOLD

FOLD

FOLD

PROGRAM FEEProgram fee – $3,500 + HST and includes all materials, supplies, meals and breaks

DEPOSIT AND METHOD OF PAYMENTA $500 deposit is required at time of application (refundable only to applicants not accepted to the program). The balance of the program fee is due 30 days after receipt of invoice.

APPLICATION DEADLINEThe deadline to register for Rotman's Social CRM Program is November 9, 2010.

NOTICE OF OFFER OF ADMISSIONYou will receive notice of admission within three weeks of receipt of your completed application and $500 deposit.

CANCELLATION POLICYCancellations must be received in writing by the program manager no later than two weeks prior to the start of the program. Assuming notification is received within this time frame, the fee, less the $500 deposit, will be refunded. No refunds are issued if less than two-weeks notice is given. Participants may also defer their accep-tance at no cost for up to one year into the same program.

ACCOMMODATIONParticipants requiring accommodation at a nearby hotel for the duration of the program, should contact Peter Scott, Client Resource Coordinator, at (416) 946-3638 for further information. Rotman Executive Programs partici-pants are eligible for preferred rates at local hotels.

Pro

gra

m F

acu

lty

Learn how to evolve your traditional CRM intoSocial CRM

• Combine the power of online customer communities, broader social networks, and traditional CRM systems for the purpose of engaging customers in a collaborative conversation

• Optimizing the customer experience by focusing on people, process and technology associated with customer interactions and touch points

• Find, communicate with and engage customers where they are conversing online and participating socially

• Devise a strategy that takes the Voice of the Customer and the creation of customer value into account in every facet of your planning including processes, technologies and cultures.

• Collaborate with your customers to design and optimize the appropriate experience that allows him/her optimal control over how they interact with you — without diminishing your business requirements.

• Deploy a set of best practices‘ for evaluating Social CRM software solutions

Realize the real value of combining Social Networking and CRM

• Unlock the value in social conversation to identify and cultivate brand advocates

• Create customer driven strategies that improve long-term customer equity and shareholder value.

• Derive customer value and reveal present and future value of each of your customers — helping you decide how to allocate your scarce resources among each of those customers.

• Leverage analytics to initiate proactive response to trends as they emerge

Who Should Attend• Director and VPs of Sales, Marketing, Public

Relations and Customer Service

• Director and VPs of Digital/Online Strategy

• Director and VPs of Customer Engagement

• Brand and Product Managers

• Agency Creative and Media Directors

• PR/Advertising Agency Account Services Managers

Paul GREENBERG President, The 56 Group, LLCExecutive Vice President, National CRM AssociationAuthor of CRM at the Speed of Light, 4th Edition

Dilip SOMANCorus Professor of Strategy, Professor of Marketing and Senior Fellow, Desautels Center for Integrative Thinking™ Rotman School of Management, University of Toronto

Ray WANGPartner, Altimeter Group

Mitch JOELPresident, Twist ImageBoard of Directors, CMA and Advertising Bureau of CanadaBest-selling Author, Six Pixels of Separation

Rick McCUTCHEONPresident, Full Contact SellingAuthor of Sales Gurus Speak Out

Avinash KAUSHIKChief Education Officer and Founder, MarketMotive Inc.Analytics Evangelist for Google Inc.New York Times Best-Selling Author of Web Analytics 2.0

Frank FALCONECRM Lead, Microsoft CanadaCo-Founder & Executive Program Director,Rotman Centre for CRM Excellence

Brendan CALDER Adjunct Professor of Strategic Management, Rotman School of Management

Learning Objectives

INSocial CRMExecutive Program

2011 | Toronto

Managing Customer EngagementUsing Social Media and CRM

www.RotmanCRM.comwww.RotmanCRM.comwww.RotmanCRM.com

APRIL 26 – 28, 2011

ROTMAN EXECUTIVE PROGRAMSCENTRE FOR CRM EXCELLENCE

ROTMAN EXECUTIVE PROGRAMSCENTRE FOR CRM EXCELLENCE

Register Here

www.RotmanCRM.com

FOLD

FOLD

FOLD

FOLD

Message from the Program Directors

It is with great pleasure that we announce the launch of the Rotman Executive Programs Centre for CRM Excellence. Our vision behind the Centre is to create a globally-recognized hub for CRM thought leadership, research and executive education that attracts and engages CRM experts and practitioners from all over the world.

The practice of Customer Relationship Manage-ment (CRM) is evolving as businesses increasingly tap into the power of social networks and real-time feedback. The days of simply providing better service are gone – today CRM is social, driven by personal interactions and by customers who expect control over their engagement with companies. This intensive three-day executive program on Social CRM will help organizations learn to be more responsive, transparent, and personal in their dealings with customers.

If you are looking for innovative ways on how your organization can leverage the power of Socia l Networks and CRM, we inv i te you to participate in our inaugural class this coming November.

Corus Professor of StrategyProfessor of Marketing Rotman School of Management,University of Toronto

CRM Lead, Microsoft CanadaCo-Founder & Executive Program Director,

Rotman Centre for CRM Excellence

08:00 – 09:00Program Introduction

09:00 – 10:30What is Social CRM? Why Social CRM?• How is the Social Customer

changing CRM from a Sales, Marketing and Customer Service perspective?

• What are the key trends in Social Media and CRM going forward?

10:30 – 10:45Break

10:45 – 12:30The Building Blocks of Social CRM• The value of a CRM system – role

of CRM in Sales, Marketing and Customer Service

• Understanding the three pillars of Social CRM: People, Process and Technology

12:30 – 1:30Lunch

1:30 – 3:00The Building Blocks of Social CRM (cont’d)

3:00 – 3:15Break

3:15 – 5:00Understanding Social Media & Web Analytics• A primer to social media; historic

perspectives and trends going forward

• RSS, Tags, Social Networks, Blogs, Online Video, Podcasting, CGC, etc.

• Case study: Facebook

5:30 – 7:00Reception

Day 1 Tuesday (April 26th)

08:00 – 09:00Guest Speaker

09:00 – 10:30Measuring the Value of Customers and the ROI on CRM

10:30 – 10:45Break

10:45 – 12:30Customer Centric Business Process Design & Strategy

12:30 – 1:30Lunch

1:30 – 3:00Customer Centric Business Process Design & Strategy (cont’d)

3:00 – 3:15Break

3:15 – 5:00Customer Centric Business Process Design & Strategy (cont’d)

Day 2 Wednesday (April 27th)

08:00 – 09:00Guest Speaker

09:00 – 10:30Pre-Project Planning and Technology SelectionAvoiding project pitfalls and assembling your project team

10:30 – 10:45Break

10:45 – 12:30Pre-Project Planning and Technology Selection (cont’d)

12:30 – 1:30Lunch

1:30 – 3:00Change Management and Driving User Adoption

3:00 – 3:15Break

3:15 – 5:00Simulation: Change Management and Driving User Adoption (cont’d)

Program Wrap-up w/ Panel

5:30 – 7:00Certificate Ceremony

Day 3 Thursday (April 28th)

Program Schedule | Toronto 2011

FrankFALCONE

DilipSOMAN

Program OverviewCustomers are engaged socially online, which has altered their expectations for interacting with brands they do business with. They want to be engaged, not simply managed. Social CRM facilitates that engagement through a strategy and applications approach that combines the influence of online customer communities and the reach of social networks with traditional CRM systems.

Social CRM extends the traditional focus of CRM from opera-tional customer management to collaboration and customer engagement. This intensive three-day executive program on Social CRM will help organizations learn to be more responsive, transparent, and personal in their dealings with customers.

Supporting PartnersFounded in 1874, the CPSA (Canadian Professional Sales Association) is a national organization of 30,000 sales and marketing professionals. The CPSA has been committed to excellence in the sales profession by maintaining progressive competency standards for sales professionals since 1994. Its mission is to enhance the value and credibility of the sales profession through professional standards and certification. It is the only organization in Canada offering the Certified Sales Professional (CSP) designation.

The CRM Association represents the Customer Relationship Management (CRM) industry and all its constituents. Its goal is to represent the industry not just as a purveyor of knowledge and information, but also as an action-oriented association that protects and promotes the interests of customer relationship management and its institutions. Its focus is to provide members with the tools they need to enrich and improve the customer experience.

Established in 1985, Microsoft Canada Inc. is the Canadian subsidiary of Microsoft Corporation (Nasdaq "MSFT") the worldwide leader in software, services and solutions that help people and businesses realize their full potential. Headquartered in Mississauga, Microsoft Canada has nine regional offices across the country dedicated to empowering people through great software - any time, any place and on any device. For more information on Microsoft Canada, please visit www.microsoft.ca

• University-level and industry recognized

• World-class faculty and instructors

• Limited class size that allows peer-to-peer learning and networking

• Interactive, hands-on learning through group projects, round-table discussions, case studies and expert panels

• North America’s first and only University managed Social CRM executive program

The Rotman School of Management at the University of Toronto is redesigning business education for the 21st century with a curriculum based on Integrative ThinkingTM. Located in the world’s most diverse city, the Rotman School fosters a new way to think that enables the design of creative business solutions. All Rotman programs are grounded in unwavering academic rigor, taught by world-renowned faculty with real-world experience and are focused on developing a vibrant community of high-impact leaders.

Attendees who successfully complete the program achieve Certification in Social CRM endorsed by The National CRM Association, University of Toronto’s Rotman School of Management and the Canadian Professional Sales Association.P

rog

ram

FEA

TUR

ES

Social Networks

Online CustomerCommunities

Traditional CRM

INSocial CRMExecutive Program

SocialCRM

Wh

y R

OTM

AN

FOLD

FOLD

FOLD

FOLD

Message from the Program Directors

It is with great pleasure that we announce the launch of the Rotman Executive Programs Centre for CRM Excellence. Our vision behind the Centre is to create a globally-recognized hub for CRM thought leadership, research and executive education that attracts and engages CRM experts and practitioners from all over the world.

The practice of Customer Relationship Manage-ment (CRM) is evolving as businesses increasingly tap into the power of social networks and real-time feedback. The days of simply providing better service are gone – today CRM is social, driven by personal interactions and by customers who expect control over their engagement with companies. This intensive three-day executive program on Social CRM will help organizations learn to be more responsive, transparent, and personal in their dealings with customers.

If you are looking for innovative ways on how your organization can leverage the power of Socia l Networks and CRM, we inv i te you to participate in our inaugural class this coming November.

Corus Professor of StrategyProfessor of Marketing Rotman School of Management,University of Toronto

CRM Lead, Microsoft CanadaCo-Founder & Executive Program Director,

Rotman Centre for CRM Excellence

08:00 – 09:00Program Introduction

09:00 – 10:30What is Social CRM? Why Social CRM?• How is the Social Customer

changing CRM from a Sales, Marketing and Customer Service perspective?

• What are the key trends in Social Media and CRM going forward?

10:30 – 10:45Break

10:45 – 12:30The Building Blocks of Social CRM• The value of a CRM system – role

of CRM in Sales, Marketing and Customer Service

• Understanding the three pillars of Social CRM: People, Process and Technology

12:30 – 1:30Lunch

1:30 – 3:00The Building Blocks of Social CRM (cont’d)

3:00 – 3:15Break

3:15 – 5:00Understanding Social Media & Web Analytics• A primer to social media; historic

perspectives and trends going forward

• RSS, Tags, Social Networks, Blogs, Online Video, Podcasting, CGC, etc.

• Case study: Facebook

5:30 – 7:00Reception

Day 1 Tuesday (April 26th)

08:00 – 09:00Guest Speaker

09:00 – 10:30Measuring the Value of Customers and the ROI on CRM

10:30 – 10:45Break

10:45 – 12:30Customer Centric Business Process Design & Strategy

12:30 – 1:30Lunch

1:30 – 3:00Customer Centric Business Process Design & Strategy (cont’d)

3:00 – 3:15Break

3:15 – 5:00Customer Centric Business Process Design & Strategy (cont’d)

Day 2 Wednesday (April 27th)

08:00 – 09:00Guest Speaker

09:00 – 10:30Pre-Project Planning and Technology SelectionAvoiding project pitfalls and assembling your project team

10:30 – 10:45Break

10:45 – 12:30Pre-Project Planning and Technology Selection (cont’d)

12:30 – 1:30Lunch

1:30 – 3:00Change Management and Driving User Adoption

3:00 – 3:15Break

3:15 – 5:00Simulation: Change Management and Driving User Adoption (cont’d)

Program Wrap-up w/ Panel

5:30 – 7:00Certificate Ceremony

Day 3 Thursday (April 28th)

Program Schedule | Toronto 2011

FrankFALCONE

DilipSOMAN

Program OverviewCustomers are engaged socially online, which has altered their expectations for interacting with brands they do business with. They want to be engaged, not simply managed. Social CRM facilitates that engagement through a strategy and applications approach that combines the influence of online customer communities and the reach of social networks with traditional CRM systems.

Social CRM extends the traditional focus of CRM from opera-tional customer management to collaboration and customer engagement. This intensive three-day executive program on Social CRM will help organizations learn to be more responsive, transparent, and personal in their dealings with customers.

Supporting PartnersFounded in 1874, the CPSA (Canadian Professional Sales Association) is a national organization of 30,000 sales and marketing professionals. The CPSA has been committed to excellence in the sales profession by maintaining progressive competency standards for sales professionals since 1994. Its mission is to enhance the value and credibility of the sales profession through professional standards and certification. It is the only organization in Canada offering the Certified Sales Professional (CSP) designation.

The CRM Association represents the Customer Relationship Management (CRM) industry and all its constituents. Its goal is to represent the industry not just as a purveyor of knowledge and information, but also as an action-oriented association that protects and promotes the interests of customer relationship management and its institutions. Its focus is to provide members with the tools they need to enrich and improve the customer experience.

Established in 1985, Microsoft Canada Inc. is the Canadian subsidiary of Microsoft Corporation (Nasdaq "MSFT") the worldwide leader in software, services and solutions that help people and businesses realize their full potential. Headquartered in Mississauga, Microsoft Canada has nine regional offices across the country dedicated to empowering people through great software - any time, any place and on any device. For more information on Microsoft Canada, please visit www.microsoft.ca

• University-level and industry recognized

• World-class faculty and instructors

• Limited class size that allows peer-to-peer learning and networking

• Interactive, hands-on learning through group projects, round-table discussions, case studies and expert panels

• North America’s first and only University managed Social CRM executive program

The Rotman School of Management at the University of Toronto is redesigning business education for the 21st century with a curriculum based on Integrative ThinkingTM. Located in the world’s most diverse city, the Rotman School fosters a new way to think that enables the design of creative business solutions. All Rotman programs are grounded in unwavering academic rigor, taught by world-renowned faculty with real-world experience and are focused on developing a vibrant community of high-impact leaders.

Attendees who successfully complete the program achieve Certification in Social CRM endorsed by The National CRM Association, University of Toronto’s Rotman School of Management and the Canadian Professional Sales Association.P

rog

ram

FEA

TUR

ES

Social Networks

Online CustomerCommunities

Traditional CRM

INSocial CRMExecutive Program

SocialCRM

Wh

y R

OTM

AN

FOLD

FOLD

FOLD

FOLD

Message from the Program Directors

It is with great pleasure that we announce the launch of the Rotman Executive Programs Centre for CRM Excellence. Our vision behind the Centre is to create a globally-recognized hub for CRM thought leadership, research and executive education that attracts and engages CRM experts and practitioners from all over the world.

The practice of Customer Relationship Manage-ment (CRM) is evolving as businesses increasingly tap into the power of social networks and real-time feedback. The days of simply providing better service are gone – today CRM is social, driven by personal interactions and by customers who expect control over their engagement with companies. This intensive three-day executive program on Social CRM will help organizations learn to be more responsive, transparent, and personal in their dealings with customers.

If you are looking for innovative ways on how your organization can leverage the power of Socia l Networks and CRM, we inv i te you to participate in our inaugural class this coming November.

Corus Professor of StrategyProfessor of Marketing Rotman School of Management,University of Toronto

CRM Lead, Microsoft CanadaCo-Founder & Executive Program Director,

Rotman Centre for CRM Excellence

08:00 – 09:00Program Introduction

09:00 – 10:30What is Social CRM? Why Social CRM?• How is the Social Customer

changing CRM from a Sales, Marketing and Customer Service perspective?

• What are the key trends in Social Media and CRM going forward?

10:30 – 10:45Break

10:45 – 12:30The Building Blocks of Social CRM• The value of a CRM system – role

of CRM in Sales, Marketing and Customer Service

• Understanding the three pillars of Social CRM: People, Process and Technology

12:30 – 1:30Lunch

1:30 – 3:00The Building Blocks of Social CRM (cont’d)

3:00 – 3:15Break

3:15 – 5:00Understanding Social Media & Web Analytics• A primer to social media; historic

perspectives and trends going forward

• RSS, Tags, Social Networks, Blogs, Online Video, Podcasting, CGC, etc.

• Case study: Facebook

5:30 – 7:00Reception

Day 1 Tuesday (April 26th)

08:00 – 09:00Guest Speaker

09:00 – 10:30Measuring the Value of Customers and the ROI on CRM

10:30 – 10:45Break

10:45 – 12:30Customer Centric Business Process Design & Strategy

12:30 – 1:30Lunch

1:30 – 3:00Customer Centric Business Process Design & Strategy (cont’d)

3:00 – 3:15Break

3:15 – 5:00Customer Centric Business Process Design & Strategy (cont’d)

Day 2 Wednesday (April 27th)

08:00 – 09:00Guest Speaker

09:00 – 10:30Pre-Project Planning and Technology SelectionAvoiding project pitfalls and assembling your project team

10:30 – 10:45Break

10:45 – 12:30Pre-Project Planning and Technology Selection (cont’d)

12:30 – 1:30Lunch

1:30 – 3:00Change Management and Driving User Adoption

3:00 – 3:15Break

3:15 – 5:00Simulation: Change Management and Driving User Adoption (cont’d)

Program Wrap-up w/ Panel

5:30 – 7:00Certificate Ceremony

Day 3 Thursday (April 28th)

Program Schedule | Toronto 2011

FrankFALCONE

DilipSOMAN

Program OverviewCustomers are engaged socially online, which has altered their expectations for interacting with brands they do business with. They want to be engaged, not simply managed. Social CRM facilitates that engagement through a strategy and applications approach that combines the influence of online customer communities and the reach of social networks with traditional CRM systems.

Social CRM extends the traditional focus of CRM from opera-tional customer management to collaboration and customer engagement. This intensive three-day executive program on Social CRM will help organizations learn to be more responsive, transparent, and personal in their dealings with customers.

Supporting PartnersFounded in 1874, the CPSA (Canadian Professional Sales Association) is a national organization of 30,000 sales and marketing professionals. The CPSA has been committed to excellence in the sales profession by maintaining progressive competency standards for sales professionals since 1994. Its mission is to enhance the value and credibility of the sales profession through professional standards and certification. It is the only organization in Canada offering the Certified Sales Professional (CSP) designation.

The CRM Association represents the Customer Relationship Management (CRM) industry and all its constituents. Its goal is to represent the industry not just as a purveyor of knowledge and information, but also as an action-oriented association that protects and promotes the interests of customer relationship management and its institutions. Its focus is to provide members with the tools they need to enrich and improve the customer experience.

Established in 1985, Microsoft Canada Inc. is the Canadian subsidiary of Microsoft Corporation (Nasdaq "MSFT") the worldwide leader in software, services and solutions that help people and businesses realize their full potential. Headquartered in Mississauga, Microsoft Canada has nine regional offices across the country dedicated to empowering people through great software - any time, any place and on any device. For more information on Microsoft Canada, please visit www.microsoft.ca

• University-level and industry recognized

• World-class faculty and instructors

• Limited class size that allows peer-to-peer learning and networking

• Interactive, hands-on learning through group projects, round-table discussions, case studies and expert panels

• North America’s first and only University managed Social CRM executive program

The Rotman School of Management at the University of Toronto is redesigning business education for the 21st century with a curriculum based on Integrative ThinkingTM. Located in the world’s most diverse city, the Rotman School fosters a new way to think that enables the design of creative business solutions. All Rotman programs are grounded in unwavering academic rigor, taught by world-renowned faculty with real-world experience and are focused on developing a vibrant community of high-impact leaders.

Attendees who successfully complete the program achieve Certification in Social CRM endorsed by The National CRM Association, University of Toronto’s Rotman School of Management and the Canadian Professional Sales Association.P

rog

ram

FEA

TUR

ES

Social Networks

Online CustomerCommunities

Traditional CRM

INSocial CRMExecutive Program

SocialCRM

Wh

y R

OTM

AN

FOLD

FOLD

FOLD

FOLD

PROGRAM FEEProgram fee – $3,500 + HST and includes all materials, supplies, meals and breaks

DEPOSIT AND METHOD OF PAYMENTA $500 deposit is required at time of application (refundable only to applicants not accepted to the program). The balance of the program fee is due 30 days after receipt of invoice.

APPLICATION DEADLINEThe deadline to register for Rotman's Social CRM Program is November 9, 2010.

NOTICE OF OFFER OF ADMISSIONYou will receive notice of admission within three weeks of receipt of your completed application and $500 deposit.

CANCELLATION POLICYCancellations must be received in writing by the program manager no later than two weeks prior to the start of the program. Assuming notification is received within this time frame, the fee, less the $500 deposit, will be refunded. No refunds are issued if less than two-weeks notice is given. Participants may also defer their accep-tance at no cost for up to one year into the same program.

ACCOMMODATIONParticipants requiring accommodation at a nearby hotel for the duration of the program, should contact Peter Scott, Client Resource Coordinator, at (416) 946-3638 for further information. Rotman Executive Programs partici-pants are eligible for preferred rates at local hotels.

Pro

gra

m F

acu

lty

Learn how to evolve your traditional CRM intoSocial CRM

• Combine the power of online customer communities, broader social networks, and traditional CRM systems for the purpose of engaging customers in a collaborative conversation

• Optimizing the customer experience by focusing on people, process and technology associated with customer interactions and touch points

• Find, communicate with and engage customers where they are conversing online and participating socially

• Devise a strategy that takes the Voice of the Customer and the creation of customer value into account in every facet of your planning including processes, technologies and cultures.

• Collaborate with your customers to design and optimize the appropriate experience that allows him/her optimal control over how they interact with you — without diminishing your business requirements.

• Deploy a set of best practices‘ for evaluating Social CRM software solutions

Realize the real value of combining Social Networking and CRM

• Unlock the value in social conversation to identify and cultivate brand advocates

• Create customer driven strategies that improve long-term customer equity and shareholder value.

• Derive customer value and reveal present and future value of each of your customers — helping you decide how to allocate your scarce resources among each of those customers.

• Leverage analytics to initiate proactive response to trends as they emerge

Who Should Attend• Director and VPs of Sales, Marketing, Public

Relations and Customer Service

• Director and VPs of Digital/Online Strategy

• Director and VPs of Customer Engagement

• Brand and Product Managers

• Agency Creative and Media Directors

• PR/Advertising Agency Account Services Managers

Paul GREENBERG President, The 56 Group, LLCExecutive Vice President, National CRM AssociationAuthor of CRM at the Speed of Light, 4th Edition

Dilip SOMANCorus Professor of Strategy, Professor of Marketing and Senior Fellow, Desautels Center for Integrative Thinking™ Rotman School of Management, University of Toronto

Ray WANGPartner, Altimeter Group

Mitch JOELPresident, Twist ImageBoard of Directors, CMA and Advertising Bureau of CanadaBest-selling Author, Six Pixels of Separation

Rick McCUTCHEONPresident, Full Contact SellingAuthor of Sales Gurus Speak Out

Avinash KAUSHIKChief Education Officer and Founder, MarketMotive Inc.Analytics Evangelist for Google Inc.New York Times Best-Selling Author of Web Analytics 2.0

Frank FALCONECRM Lead, Microsoft CanadaCo-Founder & Executive Program Director,Rotman Centre for CRM Excellence

Brendan CALDER Adjunct Professor of Strategic Management, Rotman School of Management

Learning Objectives

INSocial CRMExecutive Program

2011 | Toronto

Managing Customer EngagementUsing Social Media and CRM

www.RotmanCRM.comwww.RotmanCRM.comwww.RotmanCRM.com

APRIL 26 – 28, 2011

ROTMAN EXECUTIVE PROGRAMSCENTRE FOR CRM EXCELLENCE

ROTMAN EXECUTIVE PROGRAMSCENTRE FOR CRM EXCELLENCE

Register Here

www.RotmanCRM.com

FOLD

FOLD

FOLD

FOLD

PROGRAM FEEProgram fee – $3,500 + HST and includes all materials, supplies, meals and breaks

DEPOSIT AND METHOD OF PAYMENTA $500 deposit is required at time of application (refundable only to applicants not accepted to the program). The balance of the program fee is due 30 days after receipt of invoice.

APPLICATION DEADLINEThe deadline to register for Rotman's Social CRM Program is November 9, 2010.

NOTICE OF OFFER OF ADMISSIONYou will receive notice of admission within three weeks of receipt of your completed application and $500 deposit.

CANCELLATION POLICYCancellations must be received in writing by the program manager no later than two weeks prior to the start of the program. Assuming notification is received within this time frame, the fee, less the $500 deposit, will be refunded. No refunds are issued if less than two-weeks notice is given. Participants may also defer their accep-tance at no cost for up to one year into the same program.

ACCOMMODATIONParticipants requiring accommodation at a nearby hotel for the duration of the program, should contact Peter Scott, Client Resource Coordinator, at (416) 946-3638 for further information. Rotman Executive Programs partici-pants are eligible for preferred rates at local hotels.

Pro

gra

m F

acu

lty

Learn how to evolve your traditional CRM intoSocial CRM

• Combine the power of online customer communities, broader social networks, and traditional CRM systems for the purpose of engaging customers in a collaborative conversation

• Optimizing the customer experience by focusing on people, process and technology associated with customer interactions and touch points

• Find, communicate with and engage customers where they are conversing online and participating socially

• Devise a strategy that takes the Voice of the Customer and the creation of customer value into account in every facet of your planning including processes, technologies and cultures.

• Collaborate with your customers to design and optimize the appropriate experience that allows him/her optimal control over how they interact with you — without diminishing your business requirements.

• Deploy a set of best practices‘ for evaluating Social CRM software solutions

Realize the real value of combining Social Networking and CRM

• Unlock the value in social conversation to identify and cultivate brand advocates

• Create customer driven strategies that improve long-term customer equity and shareholder value.

• Derive customer value and reveal present and future value of each of your customers — helping you decide how to allocate your scarce resources among each of those customers.

• Leverage analytics to initiate proactive response to trends as they emerge

Who Should Attend• Director and VPs of Sales, Marketing, Public

Relations and Customer Service

• Director and VPs of Digital/Online Strategy

• Director and VPs of Customer Engagement

• Brand and Product Managers

• Agency Creative and Media Directors

• PR/Advertising Agency Account Services Managers

Paul GREENBERG President, The 56 Group, LLCExecutive Vice President, National CRM AssociationAuthor of CRM at the Speed of Light, 4th Edition

Dilip SOMANCorus Professor of Strategy, Professor of Marketing and Senior Fellow, Desautels Center for Integrative Thinking™ Rotman School of Management, University of Toronto

Ray WANGPartner, Altimeter Group

Mitch JOELPresident, Twist ImageBoard of Directors, CMA and Advertising Bureau of CanadaBest-selling Author, Six Pixels of Separation

Rick McCUTCHEONPresident, Full Contact SellingAuthor of Sales Gurus Speak Out

Avinash KAUSHIKChief Education Officer and Founder, MarketMotive Inc.Analytics Evangelist for Google Inc.New York Times Best-Selling Author of Web Analytics 2.0

Frank FALCONECRM Lead, Microsoft CanadaCo-Founder & Executive Program Director,Rotman Centre for CRM Excellence

Brendan CALDER Adjunct Professor of Strategic Management, Rotman School of Management

Learning Objectives

INSocial CRMExecutive Program

2011 | Toronto

Managing Customer EngagementUsing Social Media and CRM

www.RotmanCRM.comwww.RotmanCRM.comwww.RotmanCRM.com

APRIL 26 – 28, 2011

ROTMAN EXECUTIVE PROGRAMSCENTRE FOR CRM EXCELLENCE

ROTMAN EXECUTIVE PROGRAMSCENTRE FOR CRM EXCELLENCE

Register Here

www.RotmanCRM.com