Microsoft Dynamics 365 Blog

I’d like to share with you a few exciting external speakers who will be leading sessions at Microsoft Convergence Europe in Barcelona.

Brian Manusama: Best Practices for customer service in an engagement driven world

Brian Manusama will be leading “Best Practices for customer service in an engagement driven world” as part of the Dynamics CRM session track. In this strategy-focused session, you’ll discuss how to ensure each customer interaction maximizes engagement by being personalized and pro-active.  Learn about the key strategies Customer Service executives are undertaking to deliver the best possible customer experience, which is difficult because customers have more control in the relationship than ever before.

Mr Manusama is a Research Director in Gartner Research.  His research focuses on customer strategies and technologies, with an emphasis on the CRM customer service disciplines, collaborative customer strategies and self-service.  He also researches mobile customer service, customer engagement centers and business intelligence strategies.  Mr. Manusama has more than 20 years of international experience, with 15 years in CRM applications, contact center/customer engagement hubs and field service in the European market dynamics. 

Track: CRM/Customer Service

Session title: Best Practices for customer service in an engagement driven world

Speaker: Brian Manusuma, Gartner

When: 4 November: 18.00 – 19.00

Room: E7

Barb Giamanco: The time to modernize your sales organization is now!

Although buying behavior has changed, with buyers controlling the majority of the front end of the process, the ability to build relationships and gain trust remain important skills for a salesperson. Barbara Giamanco, a recognized expert in Social Selling, Social Media Marketing and Social Business, will discuss how sellers can tap into social as a tool that extends those abilities. Learn how social is connecting, and informing, and how reps use it to influence the buying process before buyers even engage them on a deal.

Ms. Giamanco heads up Social Centered Selling. She’s the co-author of The New Handshake: Sales Meets Social Media and the author of the Harvard Business Review article “Tweet Me, Friend Me, Make Me Buy”. Her first of its kind research report: “Social Media and Sales Quota” proves the measurable return-on-investment when using social media to sell. Known internationally as an early evangelist and thought leader in Social Selling and Social Business, Ms. Giamanco is a sought after Sales and Social Media Advisor, Speaker and Coach.

Track: CRM/Sales

Session title: The time to modernize your sales organization is now!

Speaker: Barbara Giamanco, Social Centered Selling, LLC

When: 5 November: 14.30 – 15.30Room: E7

Room: B1

Meta Karagianni: Unleash your marketing potential: B2B best practices in integrated marketing programs!

The b-to-b marketing world has changed dramatically. Buyers are more in control of the buying process and engaging very differently. Today’s marketers must be technically proficient, possess strong analytical skills, and be innovative in their approach to aligning effectively with their sales counterparts and their target audience. Unfortunately today many b-to-b organizations waste significant funds on misaligned reputation, demand creation and sales enablement activities.  The lack of an integrated campaign framework is at the heart of this waste. Learn about B2B marketing trends and best practices from Meta Karagianni of SiriusDecisions, the leading global research and advisory firm for B2B Sales, Marketing and Product organizations and professionals.

Ms. Karagianni is a dynamic international marketing and strategy professional bringing over 15 years of experience to the CMO Strategies group at SiriusDecisions. Based in London, her expertise spans a broad range of areas including marketing strategy and planning, organizational design, marketing measurement, customer loyalty, customer understanding, marketing communications, competitive positioning, solution selling and sales support. Ms. Karagianni holds an MBA from the University of Strathclyde in Glasgow, Scotland and a BA in Information Technology from Athens University of Economic and Business.

Track: CRM/Marketing

Session title: Unleash your marketing potential: B2B best practices in integrated marketing programs!

Speaker: Meta Karagianni, Sirius Decisions

When: 5 November: 11.30 – 12.30

Room: E1

We're always looking for feedback and would like to hear from you. Please head to the Dynamics 365 Community to start a discussion, ask questions, and tell us what you think!