The
October 4-5, 2000 ECMsym.com was a great success! Thanks to all speakers, attendees
and support staff that added their knowledge and input to create a great learning
and networking environment.
Purchase
the audio Web cast of this Symposium.
Wednesday, October 4, 2000 (See Thursday's
Agenda)
General
Session: 8:30-8:45 Opening Remarks
- Mitchell Levy, ECMsym.com Symposium Chair
8:45-9:30 Opening Keynote Address: E-Commerce in the Year 2025
- Mitchell Levy, President, ECnow.com, Executive Producer, ECMgt.com
In the future, how will work be accomplished, and how productive
will companies, individuals, computers, and society be? Come hear e-commerce management
(ECM) expert and pundit Mitchell Levy discuss his vision of business (e-commerce)
in the year 2025. After a fun day-in-the-life story of Mitchell in 2025, Levy
will discuss the five fundamental building blocks that made this happen:
- Knowledge Workers and their Personas
- Object-Based
ECOsystems (E-Commerce Object Systems)
- The Semantic
Web
- Bio-Integration with Information Technology
- Collaboration
If
you could know the future or at least get a glimpse of it, imagine what you could
do today to help prepare yourself and your company to participate in it! This
is a glimpse that pulls in a lot of what's happening today and a lot of what will
be invented in the next 10-20 years. Don't miss it.
9:45-11:00 E-Commerce Management Foundation and Strategy
- Panel Chair: Mitchell Levy, President, ECnow.com, Executive
Producer, ECMgt.com
- Alan
Naumann, President and CEO, Calico Commerce
- Phil
Levinson, Vice President of Business Development, Speedera Networks
- Mohit
Mehrotra, Vice President and General Manager Corporate Services Interaction, American
Express
- Tim Dempsey, Chief Marketing Officer, Bowstreet
In the days when e-commerce
meant little more than an implementation of some technology, making the best technical
solution work for you made sense. Today, e-commerce and e-business are used interchangeably,
and the goal is not to roll out the best technology, but to define and/or redefine
the business to fully take advantage of the "new world" in which we
live. This implies the use of (and some times the avoidance of) Internet-based
technology. It is more important for you to set strategies and goals for how the
business operates than to choose the technology and figure out how to use it.
Establishing the right fundamental tenets for your business today is critical
for success in the future. Led by Symposium Chair
Mitchell Levy, our panel of experts will help you understand how to build your
e-commerce strategy and set the foundation for success. Panelists will also define
the working e-commerce models for large and small companies and prepare you for
your next steps. Mitchell is also writing a book on E-Commerce Management; the
first 250 attendees will receive a galley of the work in progress (E-Volve-or-Die.com:
Thriving in the Internet-Age Through E-Commerce Management - New Riders Press:
January 2001).
11:15-12:00 Enabling
Rapid-Response Supply Chains
- Andrew Krainin,
Senior Vice President, Marketing, Sameday.com
With the utilization
of the Internet, distribution is rapidly changing. In the pre-Internet days, distribution
was characterized as fat and slow. With the Internet, distribution has to become
lean and fast. What does this mean for you and your company?
What roles will online and offline companies play in this shift?
How will the Internet change the way goods are delivered and returned through
the existing traditional channels? Come
hear Andrew Krainin, SVP of Marketing at Sameday.com discuss some of the strategies
and methodologies being deployed today and where the industry is heading.
12:00-12:45
Luncheon Keynote Address: TBA
1:15-2:15 New Models in
the New World
- Panel Chair: Atul Vashistha,
Co-Founder and Team Leader, neoIT.com
- Bob Payne,
President & CEO, SAQQARA
- Chris
Rouse, Vice President, Marketing, Delano Technology Corporation
- Marty
Gruhn, Vice President, Internet Business Solutions, Summit Strategies
The Internet has brought about the opportunity to deploy existing
or new models that were not practicable in the past. Co-opetition, which involves
competitors collaborating on a project, is a concept that has been around for
a while, but with the Web, it's easy to set up and deploy a partnership that can
be taken down as quickly as it goes up. Net Market Makers and Digital Marketplaces
have sprung up in almost every industry in an attempt to create more streamlined
processes within these industries. Ebay has legitimized the flea market for big
business. Companies now feel comfortable running auctions of used or surplus goods.
These are just a few of the new models being deployed today. How can you capitalize
upon your current infrastructure and future plans to create new and multiple revenue
streams? Our panelists will discuss some of the new e-commerce business models
and share their thoughts on what you should be doing to be successful in the new
Internet-enabled world.
2:30-3:30
Global Content is King
- Panel Chair: Jorden
Woods, Chairman,
Co-Founder and CTO, Global Sight Corporation
- Anita
Ward, Managing Partner, Zefer
- Brad Husick, Vice
President of Standards and Evangelism, Vignette
- Heidi
Messer, President, Linkshare
As
many companies can attest from practical experience, creating a global presence
entails a lot more than putting up a Web site and saying "we take orders
from around the globe!" As important as having the right technical infrastructure
in place, is being able to ship product, manage your customers and ensure that
your content is "properly" addressing the needs of your customers/prospects
in a way that doesn't offend their culture. Our expert panel will discuss the
elements of the infrastructure necessary to create value for your global Web presence,
including ways to adapt content to your changing global marketplace and ways to
keep your content fresh and pertinent to your global audience.
3:45-4:45 Net Results: Web Marketing That Works
- Panel Chair: Bob Heyman, CEO, e-marketingpartners.com
- Leland Harden, Executive Vice President,
Business Development and Strategies, Gift Certificates.com
Marketing
in the new Internet world entails both online and offline activities. Both are
important for success. If you feel comfortable with what you've been doing up
until now in the physical world, that's good, keep up the activity. If you don't
feel comfortable with what you've been doing in the online work, come hear the
authors of the book "Net Results: Web Marketing That Works". Bob Heyman,
Leland Harden and Rick Bruner will help you understand the "basic components"
that every Web site should have. They'll discuss a number of Internet marketing
tactics and how they can apply to your company, including: search engine positioning,
newsletter creation, on-line community participation, affiliate programs, banner
advertising, contests, auctions, classified ads, plus more. Make your site stand
out among its competitors. Join us for this critical discussion. As a special
bonus, the first 250 attendees will receive a free copy of their book.
5:00-5:30 Evening Keynote Address:
The Internet Pitfalls: Providing Poor Customer ServiceFaster - Robert Cross,
President, Venture Capital Online
Today
more and more Internet entrepreneurs are losing sight of customer service as they
chase the next big IPO. Many just provide poor service faster, and call it e-commerce.
Bob Cross, President of vcapital.com (a site that helps entrepreneurs raise capital
by giving them the tools they need to succeed and by connecting them with a network
of venture capitalists), will tap into his extensive background with Internet
entrepreneurs to discuss what happens when an Internet entrepreneur forgets that
‘the customer is king.’ Mr. Cross will also discuss how the so-called ‘Internet
Greybeards’ can help the new crop of creative and energetic young Internet entrepreneurs
by imparting knowledge of what works and what doesn’t.
General Session:
8:30-9:15 Morning Keynote Address: Morphing from a brick-and-mortar to a click-and-mortar
company
- Mark Goldstein, President and CEO,
Bluelight.com
The Internet-age is changing faster than anyone expected.
A rush to be the next "big thing" online has left some in the dust,
some at the top of the heap and some in ruins. The question today is, if
you already have an existing real-world infrastructure in place and decades of
business processes under your belt, how do you make the transition to e-commerce? Kmart
has certainly made some interesting moves in its transition from a brick-n-mortar
to a click-n-mortar company with the creation of BlueLight.com. In addition to
finding great partners in 1999 (Yahoo!, SOFTBANK Venture Capital and Martha Stewart
Living Omnimedia), BlueLight.com has embarked on some innovative approaches to
capture customer mind-share. This includes giving away free Internet service and
marketing that service through millions of CD-ROMs distributed at thousands of
Kmart retail locations across the country. - a technique that has captured almost
3 million subscribers since December 1999. This is just one example of the kind
of forward-thinking techniques that companies will need to implement to survive
in the new Internet economy. Come hear Mark Goldstein, President and CEO at BlueLight.com
discuss his views on what it takes to make a successful transition from a brick-and-mortar
to a click-and-mortar company.
Morning Track 1:
9:30-10:15 Best Practices in Implementation of an Online Customer
Service Solutions
- Ashu Roy, CEO and Co-Founder,
eGain Communications
Providing excellent online customer service is still a big challenge
for many companies. What channels of customer service should you implement? How
should you prioritize and deploy these channels? Should you purchase the software
for in-house deployment or rent from an ASP? This session presents real case studies
to give you a practical knowledge of what worked and what did not work for companies
that have deployed solutions to manage online customer service. From email to
voice-over-Internet, learn about best practices that are based on actual customer
experiences. Come hear Ashu Roy, CEO and Co-Founder at eGain Communications discuss
the lessons-learned from companies that have deployed solutions for email, text
chat, Web collaboration, voice-over-Internet, and interactive self-service management.
Learn why they selected certain solutions, what worked and didn't work, and what
would they do differently next time.
10:30-11:15
Ensuring that Your Customer's Web-based Experience is Satisfying
- Panel Chair: Anita Ward, Managing Partner, Zefer
- Steve Larsen, Sr. VP, Marketing and
Business Development, Netperceptions
- Nikhil Behl, Director of sales and merchandising,
HPshopping.com
Back
in 1995, the primary use of the Internet was fun. There was no commerce and the
consumer was happy if a site came up and had reasonable content. In 1997, consumer
expectations started to increase as companies such as Amazon and others starting
setting the bar for content/services associated with doing business with their
companies. Back in '97/'98 status inquiry on an order was considered a nice-to-have,
today, it's considered a must-have. As the use of the Internet by consumers increases,
their expectations will increase. In this session, you will learn what the customers
expect today in their Web interactions with companies, and hear predictions of
what their expectations will be tomorrow. Incorporating tomorrow's "must-have"
capabilities today will help put you one step ahead of competitors that fail to
look ahead to determine what customers of the future will want.
11:15-11:45 How to Turn Eyeballs into
Revenue on the Internet - Christopher Logan,
CEO, Driveway
In
today's investment environment, investors want to see revenue – solid evidence
that a company will be able to monetize a Web presence. The old days of
valuating a company based on the number of eyeballs viewing its site are long
gone. The industry has shifted to the concept of conversion. How many
eyeballs can be converted into revenue-generating customers? What combination
of content, click-path, trust, partners and infrastructure does it take to convert
eyeballs into revenue? With over 6 million registered users of their service,
Driveway.com appears to be successful at that. Come hear Chris Logan, CEO at Driveway.com
discuss methodologies he's used to generate revenue on the Internet. Learn what
you can do yourself when you get home from the conference to start converting
eyeballs into revenue. Morning
Track 2:
9:30-10:15 CRM
in the E-Commerce Space
- Panel Chair: Robert
LoCascio, CEO and Founder, LivePerson
- Punita
Pandey, CEO and Founder, netCustomer
With
comparable products at competitive prices only clicks away, managing how your
customer interacts with you is a major issue in the e-commerce world. Since customer
management involves interactions from a number of different functional components
of the value Web, managing it can be a major challenge. Whether you outsource
some components of customer interaction or perform it in-house, how do you deliver
the best quality customer experience? Our expert panel will discuss the steps
you need to take to make your customer service top-rate and keep your customers
coming back. They'll also discuss some of the best-in-class examples of CRM.
10:30-11:45 Is the Net/Vortex/Butterfly
Market/Digital Marketplace Phenomenon Right for you? - Panel
Chair: Peter Ostrow, President and CEO, Testmart
- Mustafa
Syed, VP Technology, VerticalNet, Chairman OneVC.com
- Peter
Daley, Founder, VP of Strategic Alliances and Planning, BuildPoint Corp.
- Richard
Boyle, VP Engineering, Loopnet
Disintermediation,
re-intermediation, net, vortex or butterfly market transformation, and the introduction
of a digital marketplace are all expressions used to describe a major phenomenon
happening in business today. In short, it's change. Regardless of the length of
time an industry has operated in a certain way, the Internet has ushered in the
ability to introduce change. Streamlining operations, improving the value chain/Web
and making the customer happier are all outcomes. Come hear our distinguished
panel discuss whether the new paradigm is right for you. You will learn the various
techniques and approaches used by a number of different players and walk away
with some thoughts on what you should do yourself.
General
Session: 12:15-1:00
Luncheon Keynote Address: Leading the Business Transformation
- Scott Dietzen, Ph.D, CTO, E-Commerce Server Division, BEA Systems,
Inc.
Today, there are many companies
that are implementing e-commerce/e-business tools, or components of Internet technology,
then trying to figure out what to do with them. This brings up the age-old question,
"which came first, the chicken or the egg, the technology or the strategy
to transform the business?" When transforming a company, setting strategies
and priorities is more important than choosing technology. Transforming your business
for the Internet involves completely changing the company from one that acts under
the tenets of the industrial age to one that acts under the tenets of the Internet
age. In this keynote session, Alfred Chuang, President and Chief Operating Officer
of BEA, will help you understand how to build the strategies and processes that
will help transform your business for the Internet. Should the executive take
charge? If so, how? What are some of the e-commerce models for large and small
companies? What are some of your next steps? You will walk away with a number
of ideas of what your company should be doing today to help transform your business
for the Internet.
Afternoon
Track 1:
1:15-2:00
Is your Site Ready for the Holiday Rush?
- James
Roche, CEO and Co-President, Fort Point Partners
The 1998 holiday shopping season was the one that legitimized
the use of the Internet for retail sales. The 1999 holiday shopping season also
topped expectations, however, it was fraught with some notable issues, particularly
fulfillment. What will the 2000 holiday shopping season mean to your firm? Are
you ready? Do you have the right infrastructure in place? We don't just mean technology,
but the people and processes that will ensure that you push the products you have
(not just those that you don't), that you deliver the products you sell, and that
you address the needs of your customers/prospects when they have questions. Come
hear Matt Roche, CEO and Co-President at Fort Point Partners discuss some of the
tricks of the trade and areas you need to think about to be ready for this season’s
holiday rush.
2:15-3:00 Developing an E-Business
in Internet Time - Thomas Burke, Director
of ePlans Division, eBuilt
Forrester Research
predicts that worldwide Internet professional services will grow from $2.4 billion
in 1997 to $32.4 billion by 2002. This breakneck pace indicates that getting online
faster than the competition is critical to corporate viability in the Internet
economy. It is very important to be up and running quickly, and equally important
to build the site well the first time, while still providing all the necessary
flexibility for growth. Forrester found that 85 percent of all e-business Web
sites will have to be re-built in the next two years because they aren't sufficiently
flexible or scalable to allow for their necessary growth. How
can you get online (or rebuild your site) quickly with a site that has the flexibility
you need? Mike Dewey, CEO at eBuilt
has embraced the challenge a number of times for his clients. He will share his
thoughts on what it takes to make this happen. Should the technology be built
without sound business models? What's
the right amount of time to take in its implementation?
If you are deploying or retrofitting your Web site in the next 3-6 months,
this is a session you don't want to miss.
3:15-4:00 Are you Pretty Up Front
and Ugly in the Back? - Ken Campbell, CEO,
Centegy
Are you pretty up front
and ugly in the back? Well, you better not be! You've done well to work on all
your marketing pitch and it sounds great! The web developers you hired have designed
a "really cool" front end - easy to navigate and packed with all the
latest Java stuff! The revenue plan anticipates the advertising and sell-through
numbers and all seems reasonable and attainable. You are an e-commerce monster!
Not so fast--maybe you're not as ready as you think you are. Ever
heard of Supply Chain Management? Do you have the links from your commerce
application to your "back-office" systems like accounting, inventory
management, demand forecasting, and purchasing? Do you need to be in a trading
exchange with other vendors? Can you measure where your product is coming from,
when it will arrive, and when you have to ship it? Can you track it? How do you
get more? Do you have to give advanced (or more advanced) forecasts to suppliers?
Can you manage the sales volumes you anticipate? Can you handle the accounts receivable
issues? Can you measure the critical financial numbers that tell how you are doing? These
are the types of business processes that many brick & mortar businesses are
good at. And the ones that are not good at it will be even worse off by
implementing a web-based commerce campaign. You've heard the horror stories of
the B2C collapse - largely caused by the back-office issues. Don't become a victim.
Come hear Ken Campbell, CEO at Centegy discuss what it takes to look pretty, not
just up front but in the back as well.
Afternoon
Track 2:
1:15-2:00
What should your company do to prepare for M-Commerce?
- Mike
Merril, CEO, ephones.com
- Steve Kruse, Chief Evangelist,
Baltimore Technologies
The wired
world is rapidly expanding in terms of users and complexity of services. Mobile
commerce (m-commerce) has begun to proliferate throughout the globe, and is probably
the single most important trend in cyber-communication for the foreseeable future.
M-commerce has infiltrated global industries and truly defines the meaning of
“empowering your user”. Considering convergence with the Internet, m-commerce
is poised to set users free from the restraints of being "wired". With
analysts predicting there will be 21.3 million mobile data users in the U.S. by
the end of 2001 and 79.4 million by 2003, prepared businesses can benefit by accessing
new customers who would never have used a computer or who are simply too busy
to get to one. This session will examine best practices for doing secure business
specifically through wireless devices such as mobile phones, pagers, Palm Pilots,
or any wireless appliance. You will learn about the methods and processes that
organizations need to deploy to reap the rewards of streamlined business processes,
reduced sales cycles and increased revenue streams through secure wireless applications.
2:15-3:00 Managing the Data Deluge
- Mark Kincaid, Vice-President,Network Engineering, StorageNetworks
Storage capacity demands are increasing,
and 24x7x365 availability is now the rule. Experts estimate that corporate data
is growing between 75 percent and 150 percent per year as established companies
transition aspects of their business to the Web. According to Gartner Group, data
storage will represent more than 55 percent of typical server hardware costs by
2001. As a result, e-economy businesses are embracing new storage services based
on an ASP model: Storage Service Providers (SSP), which give organization the
luxury of world-class storage infrastructure while allowing them to focus on their
core business. Bill Miller, executive vice president and CTO of StorageNetworks,
will examine the forces of "Data Deluge" in the E-economy, storage technologies
and development issues, In-house vs. outsource -- should I or shouldn't I?, What
organizations need to know to make the right decision?, and Ensuring data accessibility,
reliability and scalability while maintaining quality of service.
3:15-4:00 Creating Effective SLAs
with your ASPs - Neil Gardner, Vice President
of Technical Operations, Navisite
In the crowded ASP
market, more companies are using service level agreements (SLAs) to differentiate
themselves by guaranteeing services such as 24x7 support, 100 percent uptime and
reliable connections. Although the difference between 99% and 99.5% uptime doesn’t
sound like a lot, it translates to 44 hours per year. For companies like Intel
that are taking in more than USD $1b per month in sales (USD $1.37m per hour)
on the Web, this difference means USD $60m of lost revenue opportunity. You can
imagine the importance of the SLAs that Intel has in place. Although SLAs are
extremely important, they are not standardized and their creation and utilization
are still evolving. While many ASPs
are doing bits and pieces of SLAs, none offer a complete solution. In this session,
Neil Gardner, VP of Technical Operations at Navisite, will share his thoughts
on how to work with your ASP to create an effective SLA that meets your current
and future needs.
General
Session:
4:15-5:00
Wrap-up Session
- Panel Chair: Mitchell Levy,
President, ECnow.com, Executive Producer, ECMgt.com
- TBD
Symposium Chair Mitchell Levy brings it all together in this
Symposium Wrap-up. We’ll discuss what was learned and how to apply it to your
business. Ask the questions you didn’t get to before and pose those that you’ve
developed over the two days of intensive education. Mitchell and some of the other
ECMsym.com speakers will also have some questions for you, and will offer some
closing thoughts that will keep your creativity going well after the Symposium.
5:00+
Individualized Consultation - Panel
Chair: Mitchell Levy, President, ECnow.com
- TBD
ECM expert Mitchell Levy will stay on-hand with as many of the
ECMsym.com speakers as are available in order to answer one-on-one questions and
conduct mini-consulting sessions. As an attendee at the ECMsym.com symposium,
you can take advantage of this unique opportunity to get advice on your specific
issues and answers to your questions from leaders in the rapidly-evolving field
of ECM. Back
to Wednesday's Agenda (Oct 4, 2000)
Back to
Thursday's Agenda (Oct. 5, 2000)
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