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    "title" : "Customer Relationship Management - Government Sector Best Practices, Pitfalls and Tips |Digital.gov",
    "description": "Customer Relationship Management - Government Sector Best Practices, Pitfalls and Tips",
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    {"title" :"Customer Relationship Management - Government Sector Best Practices, Pitfalls and Tips","summary" : "Join the CX Community for their first meeting of 2018 where CRM in government will be discussed.","date" : "2018-02-13T10:00:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","start_date" : "2018-02-13T10:00:00-05:00","end_date" : "2018-02-13T12:00:00-05:00",
      
        
        
        "event_type" : {
        
          "in-person" : "In Person",
          "online" : "Online"
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      "event_organizer" : "DigitalGov University","host" : "Customer Experience Community of Practice","registration_url" : "https://www.eventbrite.com/e/customer-relationship-management-government-sector-best-practices-pitfalls-and-tips-registration-42687953819","topics" : {
        
            "customer-experience" : "Customer experience"
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  "" },"content" :"\u003ch2 id=\"about-the-event\"\u003eAbout the Event\u003c/h2\u003e\n\u003cp\u003eJoin the CX Community at our first 2018 meeting to learn about best practices, pitfalls and tips in creating your agency Customer Relationship Management (CRM) program.\u003c/p\u003e\n\u003cp\u003eWe’ll discuss the following about CRM:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eStrategically Linking CRM to CX to Drive Citizen/Customer Engagement\u003c/li\u003e\n\u003cli\u003eUsing CRM Analytics to Improve Program Management and Demonstrate Value\u003c/li\u003e\n\u003cli\u003eCRM Cultural Readiness and Adoption (i.e., leadership sponsorship, social modeling, training, support)\u003c/li\u003e\n\u003cli\u003eCRM Governance and Project Management (i.e., centralized v. decentralized, levels of engagement, decision-making, reporting, issue escalation, center of excellence)\u003c/li\u003e\n\u003cli\u003eCRM Design, Implementation, and Change Management (i.e., risk management, agile development, iteration, pilots/trials, human centered design)\u003c/li\u003e\n\u003cli\u003eCRM and Enterprise Data Management / Architecture\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eThis is a great opportunity to network with other community members too!\u003c/p\u003e\n\u003ch3 id=\"agenda\"\u003eAgenda\u003c/h3\u003e\n\u003ctable\u003e\n  \u003ctr\u003e\n    \u003cth\u003eTime\u003c/th\u003e\n    \u003cth\u003eTopic\u003c/th\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd\u003e10:00 a.m.\u003c/td\u003e\n    \u003ctd\u003e\u003cstrong\u003eWelcome\u003c/strong\u003e\u003c/td\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd\u003e10:05 a.m.\u003c/td\u003e\n    \u003ctd\u003e\u003cstrong\u003eOpening Remarks\u003c/strong\u003e\u003cul\u003e\u003cli\u003eAnahita Reilly, GSA’s Chief Customer Officer\n\u003c/li\u003e\u003c/ul\u003e\u003c/td\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd\u003e10:15 a.m.\u003c/td\u003e\n    \u003ctd\u003e\u003cstrong\u003ePanel Discussion: Different Perspectives from Varying Levels of CRM Adoption\u003c/strong\u003e\u003cul\u003e\u003cli\u003eModerators: Anne Egan and Megan Fella,  GSA \u003c/li\u003e \u003cli\u003ePanelist: Chelsea Dangona, Federal Emergency Management Agency (FEMA)\u003c/li\u003e\u003cli\u003ePanelist: Rebecca Jenkins, U.S. Department of State\u003c/li\u003e\u003cli\u003ePanelist: Debra Delay, International Trade Administration\u003c/li\u003e\u003cli\u003ePanelist: Kirsten Delashmutt, GSA\u003c/li\u003e\u003c/ul\u003e\u003c/td\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd\u003e11:00 a.m.\u003c/td\u003e\n    \u003ctd\u003e\u003cstrong\u003eNext Steps \u0026 Networking Break (virtual component concludes)\u003c/strong\u003e\u003cul\u003e\u003cli\u003eSimchah Suveyke-Bogin, GSA\u003c/li\u003e\u003c/ul\u003e\u003c/td\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd\u003e11:15 a.m.\u003c/td\u003e\n    \u003ctd\u003e\u003cstrong\u003eBreakout Session: Collaborative Conversations for a More Useful CRM\u003c/strong\u003e\u003c/td\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd\u003e11:50 a.m.\u003c/td\u003e\n    \u003ctd\u003e\u003cstrong\u003eWrap Up/Next Steps\u003c/strong\u003e\u003cul\u003e\u003cli\u003eSimchah Suveyke-Bogin, GSA\u003c/li\u003e\u003c/ul\u003e\n  \u003c/tr\u003e\n   \u003ctr\u003e\n    \u003ctd\u003e12:00p.m.\u003c/td\u003e\n    \u003ctd\u003e\u003cstrong\u003eEvent concludes\u003c/strong\u003e\u003c/td\u003e\n  \u003c/tr\u003e\n\u003c/table\u003e\n\u003ch2 id=\"event-audience\"\u003eEvent Audience\u003c/h2\u003e\n\u003cp\u003eAnyone with a desire to learn and discuss CRM in the government space with a .gov and .mil email address may register to attend in person or virtually.\u003c/p\u003e\n",
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