This document introduces new practices and behaviors for improving customer relationship management (CRM) at KiwiRail. It outlines desired behaviors such as capturing contact details once and sharing them across the organization. It also discusses levers for improving salesforce efficiency like recording basic sales activities and appointments in a calendar. The goal is to drive pipeline visibility, accuracy and accountability. It proposes seamless contact and appointment management between the CRM system and Outlook to make CRM work the way users currently work and take information wherever needed.

1. KiwiRail Behavioural Socialisation Deck Introduction to new practises and behaviours for making CRM work April 2010 page • Intilecta Confidential

2. Behavioural Map – Lever Scope BUSINESS CHALLENGE/ FRUSTRATION DESIRED BEHAVIOUR DESIGNWARE LEVERS BUSINESS OBJECTIVE/DRIVER/ BENEFIT Improve Salesforce Efficiency & Effectiveness Contacts Lever Capture/Edit contact details once & share across the organisation Customer contact information is not recorded or shared Few employees understand impact of their actions on the broader relationship with the Client Appointments Lever Calendar Lever Record the basic sales activity & dialogue associated with the Customer Provide context of for each interaction across KiwiRail with the Customer Sales interactions are not recorded, shared or leveraged to drive collaboration and cooperation at the customer interface Account Structure Lever Coordinate Client interactions across the organisation Email Lever Client Emails Lever Pipeline Lever Grow Client Share of Wallet Drive pipeline visibility, accuracy & accountability Selling focus at the coalface can be improved

3. Mobile Phone Diary/Planner CRM System (Contacts) PDA/Smartphone Where do you keep your contacts today? Microsoft Outlook ‘ Contacts’ folder Chances are you use a combination of these locations with varying levels of accurate client contact data ending up in the CRM System

4. Why not make CRM work the way you do? Full Client Contact Address Book (fed to/from the CRM system). Now you can take contact information with you wherever you go Search for any person, company or email address and find the latest contact information The key contact fields from the CRM system are easy to access

5. Seamless Contact Management that works the way you do CRM System Business Contacts can be managed directly in Outlook Which allows you to take contacts with you

6. Internal Meetings/ Briefings Diary/Planner CRM System (Tasks) How do we coordinate our Client Visits today? Microsoft Outlook (Calendar Chances are you use a combination of these locations and techniques with varying levels of accurate client visit data ending up in the CRM system

7. Seamless Appointment Management Colouring allows you to manage business & personal appointments Ability to ‘link’ appointments to Clients & Opportunities Which allows you to take Appointments with you ...and automatically updates the CRM system with all details

8. Capturing individual email exchanges with the Client for the benefit of playing back to the entire KiwiRail Sales organisation

9. Tagging individual KiwiRail/Client email exchanges… Within Outlook users have the ability to ‘tag’ an email to a client Users tag to Clients based on Sales Accountabilities

10. … for the benefit of playback before engaging Clients Complete playback of all Emails tagged in each person’s Inbox – displayed together for each Client (the left hand now knows what the right hand is doing! View key emails

11. Understanding KiwiRail’s go-to-market representation model and how to manage Client representation within a matrix organization

12. Leverage built up Intimate Client knowledge… ‘ Levers’ that leverage data from the CRM system and allow you to collaborate in the context of each Client

13. Understanding Sales Accountabilities Parent-Child Client hierarchy & sales accountabilities

14. Understanding Sales Accountabilities Who is in ‘Team KiwiRail’?

15. Driving improvements in data integrity… By making data easy for people to see and use, the willingness to get the data right is high

16. Coordinating our Selling & A/C Mgmt Activity Complete playback of all Appointments tagged in each person’s calendar – displayed together for each Client (the left hand now knows what the right hand is doing! View Appointments by individual opportunities

17. Driving Pipeline Speed and Accuracy Using Appointment Activity to drive accuracy in opportunity forecasting and sales process alignment View CRM Opportunities

18. Driving Pipeline Speed and Accuracy Pipeline speed and health

19. page • Intilecta Confidential Please contact the following information owner to get approval for disclosing, duplicating, or using, in whole or in part, the information submitted in this document. Greg W Martin Director DDI (NZ): +64 21 790 246 Email: greg.martin@intilecta.com