This document discusses Principles Group's customer contact and call center strategy offerings. It focuses on process improvement, change management, customer contact strategy, call center operations, and integrating technology solutions. Some key services highlighted include developing customer contact strategies and roadmaps, assessing customer operations and processes, and providing consulting services to improve performance and customer experience. The document emphasizes using a customer-centric approach focused on customer data and knowledge to understand customers' needs and enhance the overall customer experience.

1. Principles Group Customer Contact & Call Center Offerings December 2009 Focused on: Enterprise Applications Solutions – Customer Contact – Change Management Specializing in:Process Improvement, Business Change Integration & Call Center Operations

2. Customer Contact Strategy Why PG Is The Right Choice For YourCustomer Contact Strategy Effort Proven record with Fortune 500 for real, actionable results Extensive expertise in customer contact strategy design Senior-level consulting talent performs the work Proven ability to develop strategies that improve performance and the quality of the interaction Ability to begin NOW with your knowledgeable team!

4. Can Customer Value be Created Key Questions For Customer Management & Marketing *CPIs = Customer Performance Indicators

5. Customer Contact Strategy Approach Enterprise Approach Establish the Baseline Process & Architecture Improvements Discover, Understand & Document “As Is” Process Evaluate “As Is” State & Develop Target State Determine Opportunity Areas & Perform Gap Analysis Develop Recommendations & Obtain Initial Buy In Develop Roadmap & High level Business Case Stakeholder Management Assessment & Baseline * Roadmap & Business Case * Where we identify the “What” that needs to be accomplished based upon the actual current enterprise operational environment, Customer data and Customer interaction

7. We work with you to provide a first cut at a Customer Centric Strategy

8. We develop a specific Strategy Roadmap for your business designed to achieve the end state goals

9. The Strategy Roadmap defines the key business alignment areas, provides key objectives and provides the start of what needs to be measured at what level

10. The Roadmap clearly and visually depicts the specific cause and effect links to achieve these goals

12. Critical People, Process and Technology Questions We Must Address Customer facing organizations need to continue to adapt, measure & improve How well do we satisfy our customer’s requirements? How quickly do we respond to new business events? How repeatable are the work steps we have? How well have we assigned process ownership and Accountability? How well do our employees work together managing change? How do we measure, manage and correct these processes? How well do our systems help us with all of the above? People Customer Data Process Technology

13. Getting Started

15. Identification of recommended key improvements to the areas related above

16. Quick Hits listing and description

17. Identifying high level description of benefits to be realized for an engagement to document PP processes

18. A KPI/metrics assessment & recommendations for enhancement

19. A Customer Contact Strategy Roadmap

20. A high level architectural solution platform with Roadmap

21. A high level Business Case with TCO and ROI*

22. A summary Project Plan for Roadmap Next Steps - execution

23. A PG SOW for any Next Step engagementsTotal Cost of Ownership and Return on Investment

24. We want to hear from you! Contact us Phone – +1-508-553-9008 or 973-795-2232 x104 Email – customercrm@principlesgroup.com Web – www.principlesgroups.com