1. What is CRM? CRM Opportunities 01/12/10

3. What is CRM? 12/01/10 CRM Strategy Re-defined Funtional Roles Re-engineered Work Processes Supporting Technology CRM Technology is the last wave of a ripple effect: In oder to successfully implement Customer Relationship Management functional roles and work processes need to be re-defined

4. Implementing CRM: Business Change Program , Not Project 12/01/10 Implementing CRM as a program and hooking in e-business, provides a robust framework and a pproach for the challenges that will be encountered when t urning customers into company assets. Source: Gartner Research Feature Project Program Endeavo r Management Focu s Delivery on Time Strategic Change Competitive Advantage Breadth Functional Boundary Across Enterprise Complete Environment Manages Cost/Risk Corporate Cost/Benefit Stakeholder Returns Scope Easily Identified Evolving Shifting Justification Return on Investment Competitive Initiative Survival Time Frame 3-15 Months 18-36 Months Many Years Leadership Motivate Team Influence Enterprise Lead Enterprise Change Focus Reduce Ambiguity Thrive on Ambiguity Create Ambiguities Links Departments Projects Programs

5. The Eight Building Blocks of CRM 12/01/10 CRM initiatives need a framework to ensure that programs are approached on a strategic, balanced and integrated b asis. We introduce such a framework to help enterprises i mplement “true” CRM and maximize benefits.

6. Current Information Flow 12/01/10 Corporate HQ Relationship Management Transactional Reports, eMail “ prospect” lists, more eMail Transactions Relative volume of customer information The traditional corporate-centric model mostly pushes data at the field . Customer knowledge is kept only in sales people. “ No sale” is unregistered event.

7. CRM Information Flow 12/01/10 Corporate HQ Relationship Management Analysis, Transaction reports, Qualified sales leads, eMail Field Intelligence, Customer Intelligence, Transactions Relative volume of customer information Customer-centric data flow is more balanced, with much more emphasis on uploading customer feedback and information. All customer pertinent information is formally kept. Information can be used to improve customer equity value.