Updated deck to new brand template and customized for client presentation.

1. CRM VISIONINGPREPARED EXCLUSIVELY FOR BLOMMER
©2018 General Consulting Group Inc. and affiliates. All Right Reserved.

2. 2
Agenda
1. Introductions
2. Salesforce Demo
3. General Overview
4. Blommer Overview and Vision
5. CRM Visioning Approach
6. Workshop Exercise
7. Summarize Next Steps

3. 3
INTRODUCTIONS
YOUR NAME, ROLE ONE FUN FACT
ABOUT YOU
EXPECTATIONS
FROM WORKSHOP

4. SALESFORCE
DEMO

5. GENERAL
OVERVIEW

6. 6
General Overview
About General
General is a global consultancy that helps our clients drive
growth, enhance performance and sustain leadership in the
markets they serve. We partner with them to develop
strategies and implement solutions that enable the
transformative change our clients need to own their future.
LEARN MORE AT WWW.GENERALCONSULTINGGROUP.COM.

7. 7
About Us
With approximately 200
professionals
Headquartered in Chicago
with domestic and
international offices
Publicly traded on the
NASDAQ since October
2002
More than 3,000 full-time
professionals with leading
expertise
General served more than
1,300 businesses and
institutions, including 300
new clients
2017 revenue of
$732.6 million
IN
2017
FORMED IN
2000

8. 8©2018 General Consulting Group Inc. and affiliates. All Right Reserved.
Enterprise Solutions & Analytics
Capabilities
ADVISORY
SERVICES
• Alignment &
Communication
• Organizational
Development
• Solution
Sustainability
• Education
Services
ENTERPRISE
RESOURCE
PLANNING
• Financials
• Supply Chain
Management
• Human Capital
Management
PERFORMANCE
MANAGEMENT
• Planning and
Strategy
• FC and
Reporting
• Data
Governance
• Profitability and
Cost Analysis
ANALYTICS &
REPORTING
• Financial and
Operational
Reporting
• Information
Strategy
• Big Data and
Hadoop
CUSTOMER
RELATIONSHIP
MANAGEMENT
• Sales Cloud
• Service Cloud
• Marketing
Cloud
• Web Analytics
MANAGED
SERVICES
• Remote
Delivery
• Private Cloud
• Custom
Development
• 24/7
Application and
Technical
Support
©2018 General Consulting Group Inc. and affiliates. All Right Reserved.

9. 9©2018 General Consulting Group Inc. and affiliates. All Right Reserved.
Salesforce Practice
Deep integration
capabilities with Oracle; largest
EPM practice in North America
500+ technology
implementations within the
Enterprise Solutions Practice
Approaching 100 Salesforce
Consultants and 300+
certifications
Salesforce Gold Partner
Global presence with offices
in Canada, India and the
United States.
Expertise in core products and
specialty products: Communities,
Wave, Field Service, Marketing
Cloud, CPQ, Pardot

10. 10©2018 General Consulting Group Inc. and affiliates. All Right Reserved.
1
Services
TECHNOLOGY
& INNOVATION
• Implementations, from
simple to complex
• Integrations with a broad
variety of back-office
applications
• CRM data architecture,
transformation, and migration
• Business intelligence &
analytics
• UI and UX capabilities
STRATEGY
• Pre-project strategy and
business transformation
workshops for deep-
level discovery
• Roadmaps and
transition paths for
implementing,
optimizing and
improving Salesforce
CUSTOMER
SUCCESS
• Premium team and
individual training
• Organizational
readiness and
managed services
programs
• Reliable and value-
driven support
services
• Health Checks

11. BLOMMER
CRM VISION

12. 12©2018 General Consulting Group Inc. and affiliates. All Right Reserved.
Blommer to provide
1. High level vision from Blommer senior management

13. CRM VISIONING
APPROACH

14. 14©2018 General Consulting Group Inc. and affiliates. All Right Reserved.
Set the CRM Vision:
“What does success
look like?”
• Facilitated Brainstorming
Relative to the Customer Lifecycle
• Identify Success Metrics
Must be quantifiable
• Discuss Obstacles
People, process, technology
Reach
Acquire
DevelopRetain
Inspire
CUSTOMER
LIFECYCLE

15. 15©2018 General Consulting Group Inc. and affiliates. All Right Reserved.
Customer Life Cycle => Business Capabilities
Predictive Modeling
Campaign
Management
Segmentation
Management
Contact
Management
Social Marketing
Social Listening
Sales Forecasting
Lead Management
Quote Management
Opportunity Management
Territory Management
Contact Management
Sales Effectiveness
Management
Mobile Sales Management
Project
Management
Contract
Management
Field Service
Management
Service Delivery
Management
Contact
Management
Incident
Management
Change Control
Telephony Integration
SLA Compliance
Management
Service
Knowledge-Base
Management
Contact Management
Cross Sell
Awareness
Up-Sell Management
Strategic Account
Segmentation
Services Education
Loyalty Program
Management
Reach Acquire Develop Retain Inspire

16. 16©2018 General Consulting Group Inc. and affiliates. All Right Reserved.
Customer Life Cycle => Business Capabilities
Predictive Modeling
Campaign
Management
Segmentation
Management
Contact
Management
Social Marketing
Social Listening
Sales Forecasting
Lead Management
Quote Management
Opportunity Management
Territory Management
Contact Management
Sales Effectiveness
Management
Mobile Sales Management
Project
Management
Contract
Management
Field Service
Management
Service Delivery
Management
Contact
Management
Incident
Management
Change Control
Telephony Integration
SLA Compliance
Management
Service
Knowledge-Base
Management
Contact Management
Cross Sell
Awareness
Up-Sell Management
Strategic Account
Segmentation
Services Education
Loyalty Program
Management
Reach Acquire Develop Retain Inspire
Starts with the universe of potential
customers and ends with a prospect
• Outreach to prospects to
build brand awareness
• Generate leads and track campaigns
• Customer Segmentation and
targeting

17. 17©2018 General Consulting Group Inc. and affiliates. All Right Reserved.
Customer Life Cycle => Business Capabilities
Predictive Modeling
Campaign
Management
Segmentation
Management
Contact
Management
Social Marketing
Social Listening
Sales Forecasting
Lead Management
Quote Management
Opportunity Management
Territory Management
Contact Management
Sales Effectiveness
Management
Mobile Sales Management
Project
Management
Contract
Management
Field Service
Management
Service Delivery
Management
Contact
Management
Incident
Management
Change Control
Telephony Integration
SLA Compliance
Management
Service
Knowledge-Base
Management
Contact Management
Cross Sell
Awareness
Up-Sell Management
Strategic Account
Segmentation
Services Education
Loyalty Program
Management
Reach Acquire Develop Retain Inspire
Starts with a qualified prospect and
ends with a customer
• Manage prospect relationship
• Manage the sales process
• Sales pipeline management
• Forecasting

18. 18©2018 General Consulting Group Inc. and affiliates. All Right Reserved.
Customer Life Cycle => Business Capabilities
Predictive Modeling
Campaign
Management
Segmentation
Management
Contact
Management
Social Marketing
Social Listening
Sales Forecasting
Lead Management
Quote Management
Opportunity Management
Territory Management
Contact Management
Sales Effectiveness
Management
Mobile Sales Management
Project
Management
Contract
Management
Field Service
Management
Service Delivery
Management
Contact
Management
Incident
Management
Change Control
Telephony Integration
SLA Compliance
Management
Service
Knowledge-Base
Management
Contact Management
Cross Sell
Awareness
Up-Sell Management
Strategic Account
Segmentation
Services Education
Loyalty Program
Management
Reach Acquire Develop Retain Inspire
Starts with a new customer and ends
within a timeframe (typically when they
are no longer considered ‘new’)
• Customer Onboarding
• Initial Project Management
• Quality Delivery
• Establish Key Relationships

19. 19©2018 General Consulting Group Inc. and affiliates. All Right Reserved.
Customer Life Cycle => Business Capabilities
Predictive Modeling
Campaign
Management
Segmentation
Management
Contact
Management
Social Marketing
Social Listening
Sales Forecasting
Lead Management
Quote Management
Opportunity Management
Territory Management
Contact Management
Sales Effectiveness
Management
Mobile Sales Management
Project
Management
Contract
Management
Field Service
Management
Service Delivery
Management
Contact
Management
Incident
Management
Change Control
Telephony Integration
SLA Compliance
Management
Service
Knowledge-Base
Management
Contact Management
Cross Sell
Awareness
Up-Sell Management
Strategic Account
Segmentation
Services Education
Loyalty Program
Management
Reach Acquire Develop Retain Inspire
Starts with a new customer and
includes all processes designed to
retain that customer
• Customer Service Processes
• Customer Retention Processes

20. 20©2018 General Consulting Group Inc. and affiliates. All Right Reserved.
Customer Life Cycle => Business Capabilities
Predictive Modeling
Campaign
Management
Segmentation
Management
Contact
Management
Social Marketing
Social Listening
Sales Forecasting
Lead Management
Quote Management
Opportunity Management
Territory Management
Contact Management
Sales Effectiveness
Management
Mobile Sales Management
Project
Management
Contract
Management
Field Service
Management
Service Delivery
Management
Contact
Management
Incident
Management
Change Control
Telephony Integration
SLA Compliance
Management
Service
Knowledge-Base
Management
Contact Management
Cross Sell
Awareness
Up-Sell Management
Strategic Account
Segmentation
Services Education
Loyalty Program
Management
Reach Acquire Develop Retain Inspire
Starts with a new customer and
includes all processes designed to
grow them as a customer
• Cross Sell/Up Sell
• Educate on current products/
services
• Establish and enhance loyalty to
your brand

21. 21©2018 General Consulting Group Inc. and affiliates. All Right Reserved.
CRM Maturity –
It’s a program not a project
Baseline functionality,
get user wins early,
typically 1 module,
minimum basic
functionality, minimum
integrations, celebrate
deployment
Multiple functions,
mobile, multiple
integrations, important
business value
beginning to be
achieved
Automation, workflow,
full mobile, extended to
all levels of
management;
functionality nuances
included, full integration,
full governance
Seamless integration,
predictive analytics,
marketing, sales,
service. 360 Views.
Extensions to
customers, vendors;
ingrained in the culture
CRAWL
WALK
RUN
FLY
1
2
3
4

22. 22©2018 General Consulting Group Inc. and affiliates. All Right Reserved.
Today’s Whiteboarding Exercise
1. Brainstorm “What does success look like for Blommer?”
a) Across Customer Life Cycle
b) From where you are today to where you want to go
c) No wrong answers, no debate (yet)
2. Identify what metrics would likely be impacted
a) Metrics can be at this point
b) For example: “More leads in the pipeline”, “Better customer satisfaction
scores”, “Better Targeted Marketing Efforts”, etc
3. Identify obstacles to attaining
a) Technology
b) Business Process
c) Culture
d) Skillsets
e) Other

23. 23
Meeting Ground Rules
• We respectfully ask for your focus (laptops down)
• Respect start/stop times, both are equally important
• Titles are to be left at the door
• Candid conversations are encouraged and will stay in the room; this is a secure
environment
• Over contribution and under contribution are equal sins
• If it isn't both substantive (which probably means at times disagreeable) and fun, it isn't
worth the effort
• At this stage of the engagement, good is better than perfect, as this will change

24. 24
NEXT STEPS
GATHER THE DATA
SUMMARIZE THE RESULTS
PRESENT FINDINGS

25. APPENDIX

26. ©2018 General Consulting Group Inc. and affiliates. All Right Reserved.
THANK YOU