Agenda

Preconference Workshop: A Practitioner's Guide to CRM
Lisa Loftis, VP, Intelligent Solutions, Inc., Boulder, CO

Why is it that an organization can spend six or seven figures on a customer focused application system and not have arrived at CRM? It happens because CRM is more than technology. CRM entails knowing your customers, understanding their relationships, and managing all interactions with these customers accordingly. In this course participants will:

• Understand a comprehensive definition of customer relationship management (CRM) designed to place business representatives and technologists on the same page.
• Understand how aspects of your organization structure, culture, and business strategy can interfere with your ability to gain maximum benefit from your customer-oriented systems.
• Learn how to apply technology in support of CRM in business operations, business intelligence, and business management

Peer-to-Peer Interactives
(All Peer-to-Peer interactives will repeat in the afternoon)

Topic 1: Branch Retail Delivery
Mark Weber, President Weber Marketing Group, Seattle, WA, and Amy Keith, Special Projects Manager/Systems Technology, Purdue FCU, West Lafayette, IN

Topic 2: The Ins and Outs of Virtual Private Networks (technical)
Michael Martin, CIO, Warren FCU, Cheyenne, WY

Topic 3: IT Help Desk Strategies
Lisa Fitz, Manager of Internet Services, US Airways FCU, Moon Township, PA

Topic 4: Speech Recognition
Kerry Parry, Director of IT, Mountain America CU, Salt Lake City, UT, and Louise Noblet, Reseller Account Manager, Intervoice-Brite, Dallas, TX

General Session: Best Practices Presentations and Awards

Initiated in 2001, the CTC Best Practice Program recognizes credit union technology professionals for their strategic skills that are often overlooked. Awards are presented in four categories: Delivery Systems, Technology Implementation, IT Planning, and Web Solutions.Join us at this valuable session and learn from the best!

Closing General Session Part 1: Remote Computing—A Practical Application
Jan Hodges, VP, Technical Services & Support, CUNA & Affiliates, Madison, WI

Listen and learn about the evolution of remote computing as it developed into a full-blown telecommuting solution. Details of the steps that were taken, applications for use at remote meetings, and providing employees the opportunity to telecommute will be discussed during this very informative session.

Closing General Session 2: BITS Initiatives

BITS, the Technology Group for The Financial Services Roundtable, was formed by the CEOs of the largest bank-holding institutions in the United States as the strategic “brain trust” for the financial services industry in the e-commerce arena. BITS’ activities are driven by the CEOs and their appointees - CTOs, CIOs, Vice Chairmen and Executive Vice Presidents - who comprise the BITS Advisory Group and BITS Council. These leaders identify the issues, develop strategic recommendations and implement the CEOs’ decisions.

We will have presentations from four of the CUNA Technology Council's executive committee members who serve on various BITS task forces. Learn from your peers the trends and direction the financial institutions are taking and how you can have a voice.

E-Signature Report
Tom Kroen, Director of IT, First Technology CU, Beaverton, OR

Third Party Service Providers Report
John Bock, SVP/CIO, Community CU, Plano, TX

Privacy Report
Dan Kinne, VP IT, Silver State Schools FCU

Security Report
Brian Warfel, SVP, eBusiness/Communication, Power 1 CU, Hialeah, FL