Customer Relationship Management - Government Sector Best Practices, Pitfalls and Tips

Tuesday, February 13, 2018 10:00 AM – 12:00 PM ET

Hosted by and the Customer Experience Community of Practice

About the Event

Join 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.

We’ll discuss the following about CRM:

  • Strategically Linking CRM to CX to Drive Citizen/Customer Engagement
  • Using CRM Analytics to Improve Program Management and Demonstrate Value
  • CRM Cultural Readiness and Adoption (i.e., leadership sponsorship, social modeling, training, support)
  • CRM Governance and Project Management (i.e., centralized v. decentralized, levels of engagement, decision-making, reporting, issue escalation, center of excellence)
  • CRM Design, Implementation, and Change Management (i.e., risk management, agile development, iteration, pilots/trials, human centered design)
  • CRM and Enterprise Data Management / Architecture

This is a great opportunity to network with other community members too!


Time Topic
10:00 a.m. Welcome
10:05 a.m. Opening Remarks
  • Anahita Reilly, GSA’s Chief Customer Officer
10:15 a.m. Panel Discussion: Different Perspectives from Varying Levels of CRM Adoption
  • Moderators: Anne Egan and Megan Fella, GSA
  • Panelist: Chelsea Dangona, Federal Emergency Management Agency (FEMA)
  • Panelist: Rebecca Jenkins, U.S. Department of State
  • Panelist: Debra Delay, International Trade Administration
  • Panelist: Kirsten Delashmutt, GSA
11:00 a.m. Next Steps & Networking Break (virtual component concludes)
  • Simchah Suveyke-Bogin, GSA
11:15 a.m. Breakout Session: Collaborative Conversations for a More Useful CRM
11:50 a.m. Wrap Up/Next Steps
  • Simchah Suveyke-Bogin, GSA
12:00p.m. Event concludes

Event Audience

Anyone 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.