CAPABILITIES SUMMARY

Customer Relationship Management (CRM) Strategy, Technology Selection and

Implementation Management Services

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Overview Selected Clients

• 15+ years experience in CRM strategy, technology selection and implementation management

• Vendor-agnostic but competent with major CRM platforms (e.g., Microsoft, Oracle, Pegasystems, PeopleSoft, SAP, Salesforce.com, Siebel)

• Big 4 / Tier 1 integrator background with KPMG, CSC, Oracle and Answerthink; practices solid methodology-driven service delivery

• Relevant professional certifications (e.g., MCP, OCP, PMP, Siebel Certified Business Analyst)

• Experience spanning multiple industries including banking, chemicals, electronics, food and beverages, government, health care/pharma, retail and software

• SDB/MWBE with previous state-level certifications

• Fully insured (PEO/liability and Workers’ Compensation coverage) 2

CRM Strategy

• Visioning

• Process Analysis

• Customer Experience

• Conceptual Architecture

• Business Case

CUSTOMER

Determine product

suitability and fit

Obtain product

information and

pricing

Register for an

event

Find out about

enterprise service

offerings

Find and register

for training classes

Order products

(software,

maintenance,

books)

Order training

Order services

Completed order

Check order

status / Check

fulfillment status /

Receive products

Determine

entitlement /

Check account

status

Make an invoice

inquiry / Resolve a

billing issue

Resolve a

licensing issue /

get authorization

codes

Received product

Check enterprise

services project

status

Get product use

guidance / Figure

out how to do

something (help or

tutorial)

Attend training

MARKETING

AND SALES

SHIPPING,

LICENSE AND

BILLING

TRAINING

AND

ENTERPRISE

SERVICES

TECHNICAL

SUPPORTInstall products /

Get help with

installation /

Activate product

Diagnose a

problem

Submit a problem

report / Get

assistance with

resolving product

issues

Check problem

status / Escalate

problem

Resolution

Potential product

issue

Actual product

issue

Installed /

activated product

Use product

Find and download

software, updates

and patches

Participate in user

discussion forums

Provide product

feedback and

suggestions

Provide

performance

feedback

Attend an event

Register for

Technical Support

Execute project

Current vs Future State

Ma

inte

na

nce

&

Re

ne

wa

ls

Te

ch

nic

al

su

pp

ort

Pro

vis

ion

er

Ord

er

Ma

na

ge

me

nt

WW

Fie

ld

Op

era

tio

ns

Fie

ld S

ale

s /

Str

ate

gic

Acco

un

ts Asset &

Pricing

Information

Asset &

Pricing

Information

Customer Number

& Asset ID

Request for Assets info?

Customer

& Asset

Information

Asset & Pricing Information

Exported

Excel

Spreadsheet

24x7 Account Service Setup worksheet

Rejected quote

Accepted

Quote

Named Account orders

Account Service

Contract and

linked Assets

Rejected

order

Order problem

Booked

Order

Accepted

order

Initial purchase

1.3

Capture Contract

Coordinator data

(initial purchase)

2.1

Create Quote

1.4

Check/validate

existing entitlements

subsequent purchase

1.1.04

Export Asset &

Pricing information

1.1.01

Submit request for

Asset information

1.1.02

Receive request for

Asset Information3.3

Commit Order

1.1.03

Identify Asset &

information for pricing

5.1

Review the Order

2.2

Present Quote to

Customer

Start

1.1.05

Determine pricing

3.2

Input Order into

WebOE

1.2

Capture Opportunity-

specific info in SFDC

3.1

Salesforce.com

Quote-to-Order

5.2

Resolve Problems

with Order

5.4

Process Product and

Fulfill Order

5.3

Book Order

4.1

Create New Account

Service contract

4.2

Assign Assets to

Account Service

contract

6.1

Determine

Entitlement by Asset/

Contract

6.2

Validate/Update

Contract Coordinator

Data (ad hoc)

6.3

Provide Technical

Support (aka Case

Management)

7.1

Research Installed

Base/Create Pricing

7.2

Consolidate Service

Contracts

7.3

Validate/Update

Contract Coordinator

Data

7.4

Enter Renewal

Orders

7.5

Perform Terminations

Entitlement information

Renewal Order

1.0

Opportunity

Management

2.0

Quoting

3.0

Order Entry

5.0

Order

Processing

4.0

Provisioning

6.0

Support

7.0

Renewals

Solid Line –

No impact to

current process

Broken Line –

impact to current

process

Committed

Order

w/24x7

Account

Service

Entitlement information

Subsequent purchase

NSA

i-Analyze

ZipBuyFilemaker

Advertising

Budget

System (ABS)

`

GIS

CURRENT 6 MONTHS FROM NOW 12 MONTHS FROM NOW

MULTIPLE SYSTEMS /

DUPLICATE DATA ENTRY

REDUCE STOVEPIPES

BETWEEN SYSTEMS

LIMITED ANALYTICAL

CAPABILITIES

BASIC ANALYTICAL

CAPABILITIES

ADVANCED ANALYTICAL

CAPABILITIES

`

- Desktop Computer

- Spreadsheets

- Discoverer

- GIS

`

- Desktop Computer

- Statistical Analysis Package

- Data Extraction Tools

- Reporting Application

- GIS

IMAPS

DATABASE

(Past, Current,

Future

Advertising Info)

MSS Data

Warehouse

(Sales

Data)

OLAP CUBES

`

GIS

`

Statistical/ Marketing

Analytics Package

ANALYTICAL/PLANNING

SYSTEMS

ArcSDE

Layers

MEDIA SCORECARD

NSA

i-Analyze

ZipBuyFilemaker

Advertising

Budget

System (ABS)

`

GIS

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Customer Experience touch points and Portal Taxonomy

Conceptual Systems Roadmap

Business Process Definition with Swim Lanes

CRM Technology Selection

• Evaluation Criteria / Models

• RFI/RFP Development

• Vendor Due Diligence

• Proof of Concept Demos

• Source Selection Boards

DATA

ACCESS A

ND

INTE

GRATIO

N

EASE O

F USE

PRODUCT

PERFO

RM

ANCE

COM

PLE

TENESS O

F

PRODUCT O

FFERIN

G

ANALY

TICAL

CAPABIL

ITIE

S

SCALA

BIL

ITY

PRODUCT Q

UALI

TY

Page __ of __SELECTION MATRIX – STATISTICAL ANALYSIS PACKAGE

OPEN A

RCHIT

ECTU

RE

CUSTO

MER S

UPPORT

PRIC

E /

TOTA

L COST

OF O

WNERSHIP

SAS 9

SPSS 13.0

MINITAB 14

STATA 8

STATISTICA 7

WALGREENS

INTERACTIVE

FORECASTING

SYSTEM

SASSPSS

Stata

Statistica

Minitab WalgreensIntegrated ForecastingSystem

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Selection Criteria and Process Overview

Selection Model and Candidate Scoring

Selection Process Definition and Execution Timeline

CRM Implementation Management

Technical Support Global Portfolio Roadmap

Apr ‘09 May ‘09 Jun ‘09 Jul ‘09 Aug ‘09 Sep ‘09 Oct ‘09 Nov ‘09 Dec ‘09

Ext

erna

l

Pro

ject

Mile

ston

es

Cas

e

Man

agem

ent

eSer

vice

sE

ntitl

emen

t

Man

agem

ent

Rep

ortin

g

Por

tfolio

Ena

blem

ent

Mile

ston

es

Enable Capture of Site/Contract Coordinator Data

Knowledgebase Resolution Cleanup

Follow-the-Sun Support Case Routing

Stand-Alone Reports

6/1/2009

Global Unified Call Center Platform

Requirements Deliverable and Roadmap

Enable Open Access to Tech Support Resources

E-mail Elimination

Modify Systems to Support Add-on Maintenance

Services and Enable Visibility of Entitlements(end date depends on approval of pricing model)

Metrics Collection for Time Tracking/Reporting

Enhanced Support Case Escalation

How-to Videos for Top Resolutions

Evaluate Collaboration Tools

(e.g., Chat, Co-Browsing)

Select and Implement Collaboration Tools

(e.g., Chat, Co-Browsing)

Redirect Student/Grad Pack and Site License/RC

End Users to Web or Site/Contract Coordinator

Future Initiatives

(e.g., Forums,

Social Networks,

Blogs)

Enhancements to Enable Future Maintenance Portfolio

Offerings

Enable Advanced Support Case

Routing (e.g., Skills-Based)(depends on direction and timing of Global Unified Contact Center)

Dependencies for Future Capabilities:

Global Unified Contact Center deployment (TBD)

Learning Management System (LMS) for Video Delivery (TBD)

Implement Reporting Dashboard

(depends on direction and timing of Global Unified Contact Center)

Portfolio Enablement Activities:

Finance/VSOE, Legal, Pricing, Service Definition

• Scope, Issue and Risk Management

• Workplan Management

• Budget Management

• Vendor Management

5

Program Timeline with Workstreams and Projects

Updateable Workplan Extract for Status Reporting

Process and System-level View of Program Scope

Case Study: Integrated Real Estate Information System (IRIS) at the South Florida Water Management District • Client:

The South Florida Water Management District (SFWMD) is a

regional, governmental agency that oversees the water resources in a 16-county area stretching from Orlando to the Florida Keys. SFWMD’s mission is to manage and protect water resources of the region by balancing and improving water quality, flood control, natural systems and water supply.

• Problem:

SFWMD needed to upgrade its landowner (CRM), real estate

acquisition and asset management systems in order support the objectives of a massive new land acquisition program. Relevant data was housed in two stand-alone systems plus multiple spreadsheets. Reporting was difficult since various data sources (often with conflicting data) had to be analyzed in an effort to obtain accurate information. Workflow status was unavailable since land acquisition workflows were not systematically tracked.

SFWMD retained r.elativity to perform an assessment of its current

systems and processes, lead the development of requirements, and provide assistance in the evaluation and selection of the replacement solution.

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Case Study (page 2)

• Actions:

Working with SFWMD’s Executive Sponsor and key stakeholders, r.elativity defined the key system requirements and developed the overall conceptual architecture for the replacement system. In order to obtain a common understanding of the need for and objectives of the new solution, r.elativity published and disseminated a simplified visual representation of the key requirements, and came up with a new name – Integrated Real Estate Information System, or IRIS, for the future solution.

Following requirements definition, r.elativity

estimated the expected initial system acquisition costs under various scenarios ranging from implementation of a packaged solution to development of the system using custom development tools. They performed a “build versus buy” analysis, and determined that a commercial solution, if available, would be the most cost effective solution.

r.elativity performed an extensive analysis of

over 30 different vendor applications, and identified and rank-ordered several that would meet requirements with configuration and/or customization. They developed and employed a multi-attribute decision model to identify and evaluate each of the potential solutions against key criteria.

r.elativity wrote the Statement of Work (SOW)

for the Request for Information and Request for Proposals (RFI and RFP), and served as technical advisor to the vendor selection team. Following selection of the preferred alternative, r.elativity was retained first to provide quality assurance services, and then to serve as program management, coordinating the efforts of two separate implementation vendors.

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Case Study (page 3)

• Outcomes:

IRIS was successfully implemented, enabling the SFWMD to meet the land acquisition requirements of the Comprehensive Everglades Restoration Plan (CERP), a $9.5 billion project aimed at restoring the South Florida ecosystem. IRIS consolidated all relevant information within one database, and provided land acquisition specialists with a 360-degree view of the land acquisition process as well as associated landowner and tract information

As a result of the implementation of IRIS, the number of workflow steps was reduced from 224 to 12, the number of data fields was reduced from 244 to 151, and the number of contact types was reduced from 25 to 4. In conjunction with the implementation of IRIS, 100% (57,000) of the bad owner contact records were cleaned or purged from the database.

The IRIS program was the subject of a number of professional

publications, including being highlighted in ESRI’s ArcUser Magazine and the subject of a presentation at the ESRI Users Conference.

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Executive Profile (page 1)

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Executive Profile (page 2)

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Case Study 2: CRM Assessment and Strategy for a Fortune 50 Health Care Products Manufacturer

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Case Study 3: CRM Strategy, Technology Selection and Implementation for a Software Company

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Contact Information

David L. Boone, MSSM, PMP

1720 13th Street Victoria, Virginia 23974 USA

1.888.759.7000 http://r.elativity.com

info@relativityCRM.com

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