This document outlines a new concept for a full customer relationship management (CRM) system with the following key features: 1. It is a configurable application that does not require programming, just setting and configuration to allow for faster time to market. 2. It provides a full sphere customer view through integrated marketing, sales, service, and master data modules along with a harvester to retrieve customer information from social media. 3. The intelligent reporting module can suggest new marketing promotions based on correlating sales, service, and customer information from various sources.

1. New Concept of Full CRM Customer Relationship Management

2. Basic Concept Framework Application that needs no programming, just setting and configuration (nuts and bolts) Assure faster time to market Based on the CRM concept and beyond Providing the best approach to become flexible enough to accommodate the need of emerging web 2.0 Enabled full sphere Customer View

3. Modules Marketing Sales Service Master Data Web Portal Harvester (robot engine to retrieve / upload information from / to social media) Intelligent Reporting (implant a data correlation from sales / service to provide feedback for marketing promo)

4. Integrated Solution marketing sales service MDM outer ring : abundant source of information intelligence reporting inner ring : direct personal information

5. Marketing Features Customer Segmentation Marketing Activity Marketing Plan Campaign Management Survey Management Promotion Notification Engine Document Creation Deal Management Lead Management Feedback for Promotion (cross / up / down-selling) Feedback for Sales Feedback for Service Harvester Feedback Marketing Sales Service

6. Sales Features Customer Profiling Sales Activity Order Entry Notification Engine Document Creation Status Management Tariff Engine Configurable Product Lead Management Feedback for Sales Follow up Feedback for Sales Feedback for Service Harvester Feedback Marketing Sales Service

7. Service Features Customer Call Centre customer profiling complaint center information center churn management promotion offering Lead Management Deal Management Feedback for Sales Follow up Feedback for Marketing Feedback for Sales Harvester Feedback Marketing Sales Service Social Media

8. Master Data Internal or External (look up) data Configurable Attribute (related with role) User and Role Management (per form, per attribute, per action) Tree Structure of Business Partner Ability to Profiled using agent / harvester to get full sphere customer view

9. Harvester A robot to obtain information from any resource, such as social media to get customer information, current mood, hobby, like/dislike, type of friends, etc A robot to upload information regarding marketing campaign, promotion, service and complaint, etc.

10. Intelligent Reporting Provide report that able to suggest a new marketing promotion, based on sales, service, and information from harvester Ability to implant a set of function to correlate information from any resource to provide a suggestion

11. Marketing Module Customer Segmentation, providing a tool to create attribute / profile of a customer Marketing Activity Marketing Plan, create a plan and budget for marketing Campaign Management, create a campaign (of a product) to specific segment Survey Management, create an email-based and web-based survey to specific segment Promotion, create a product promotion to specific segment Notification Engine, create a designated and scheduled notification Document Creation, create a form for email and survey Deal Management, provide a bidding and negotiation process Lead Management, create a lead for sale forces from a campaign or promotion Feedback for Promotion (cross / up / down-selling) Feedback for Sales, gives an advice to Promotion or Campaign based on product and customer portfolio Feedback for Service, gives an advice to Promotion or Campaign based on inbound/outbound call Harvester Feedback, gives an advice to Promotion or Campaign based on customer profile

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