SAPexperts LIVE! Tips for Providing Better Customer Support with Personalized Email & Chat Responses from Bill Pritchett & John Burton

  • by William R. Pritchett, Senior Business Process Engineer, Dow Corning Corporation
  • John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP
  • March 29, 2013

Watch and learn. Don't miss this chance hear Bill Pritchett, Senior Business Process Engineer, Dow Corning Corporation, and John Burton, Director Solution Management, SAP Interaction Center & Social CRM, engage in an in-depth discussion about how to maximize your outbound email campaigns. Learn how to personalize the content for each user when sending outbound email campaigns using SAP CRM marketing, so that contacts get emails that contain their name, title, and other information you want to tailor specifically for each recipient.

This discussion was videotaped at CRM 2013 and is based on their popular CRM hub articles, “Your Mass Emails Can Also be Personal if You Use Marketing Attributes,” and “Provide Better Customer Support with Personalized Email and Chat Responses.”

William R. Pritchett

William (Bill) Pritchett has more than 25 years of IT industry experience and has worked at Dow Corning Corporation for the past 16 years. Over the past eight years he has focused on the company’s CRM systems and processes. His current responsibilities include expanding the capabilities of Dow Corning’s SAP CRM 7.0 system.

John Burton

John Burton is a director of product management at SAP and is responsible for the SAP CRM Interaction Center (including ERMS) and social CRM topic areas. John has 13 years of experience at SAP and has been involved with SAP CRM and the Interaction Center since 1999. He is also the author of Maximizing Your SAP CRM Interaction Center, available at the SAPinsider Store. John is an alumnus of the University of Michigan and Central Michigan University. John can be found on LinkedIn at www.linkedin.com/in/sapjohnburton.

John will be presenting at the upcoming SAPinsider Customer Engagement & Commerce 2017 conference, March 6-8, 2017, at the Walt Disney World Swan and Dolphin Resort. For information on the event, click here.


Comments

No comments have been submitted on this article. 


Please log in to post a comment.

To learn more about subscription access to premium content, click here.