Witek Safarzynski and David Hiscott Emerging Markets

Market Context Sources: - CIA World Factbook More Growth Less Competition

FY 13 Shape of our business FY13

Our opportunity tomorrow - Better Mix - More sales - Lots more profit Opportunity - Changing our business Mix

3 things needed to beat budget 1.Account management Excellence 2.Tackling RIM and Nokia - head on 3.New Business – New Sales Approach

95% of our FY13 budget is from customers we have today! 1.Account management excellence – Traction for growth, keeping what we’ve got – Ownership, accountability – Plan, review, focus – Deliver operationally – Innovate and be proactive – Make us their most valuable supplier

84% SA 100% Turkey 31% Poland Spread risk /diversify New clients New business streams Be Bold Companies in trouble Make big decisions Major opportunities if we are bold Major Outsourcing deals will happen 2. Nokia and RIM dependency

The BEST team in the market Regional Sales and Marketing Directors –Turkey, Africa, Romania and Poland –Setting the local strategy History –we each sold in one country – and typically to one customer segment Future –We will take responsibility for a Region –And cross sell ALL our products and services 3. New Sales Team/ New Sales Approach

Propositions (owned) Warrex Re-commerce Managed Services Advanced Solutions B2B (Medical, Banking) Media & Entertainment Mobile (OEM, Operator, Retailer) Insurance PUSHING Regional Sales Turkey Russia South Africa LATAM Romania Poland PULLING Push and Pull

Proposition Owners Understanding their marketplace Proposition development Positioning Leveraging existing clients Leveraging current services Sales Collateral, Case studies Bid support PUSHING regional Sales Team –Closing the deal together Regional Sales Understanding their market Competitive landscape Opening the door Agreed Qualification Bid lead PULLING – Propositions team –Responsible for the win Push and Pull

1.Think Differently 2.Be Bold 3.Customer Obsession 3 things to transform our business

Think and Act Differently Think Differently –New team with fresh perspective –Define ourselves by what we can do not what we do do Be Bold –We can move quicker and bolder than anyone else –This is a killer advantage if used well Be Customer obsessed –Delight, inspire, make their jobs easier, more cost effective –Everything we do MUST be customer centred

Mobile Value based Higher margins Commodity services Broader Reach New countries Off shoring Our 3 Year Aims Re-commerce Warrex B2B Advanced Solutions Media

How to keep Focus 1.Clear Accountability 2.Constant review 3.Development (Client and Personal)

1. Accountability and Constant Review Clear Accountability Budgets and targets set Allocated Owned Weekly 1:1 Review 1:1 Call Top 5 issues Last week, next week Huddle Risks Support Planning Monthly 3- way Review 3-way with MD Performanc e vs. Budget Pipeline vs. budget Huddle Customer Satisfaction Quarterly Client review Senior Meeting Regenersis led 360 degree review Financial CSAT Be proactive Continuous Improvement

are we happy? 2. Account Development

Monthly Face to face Personal Development 3. Personal Development

Witek’s 3 Lessons Learned 1.3 is too small number to describe my learnings 2.Sales is KING and planning is QUEEN 3.Cultural differences between countries are bigger than people think and they are very often not visible at the first glance 4.The difference between “I do it now”, “I do it now now”, “I do it just now” 5.You cannot extend the day above 24h and the week above 7 days but no one stops you trying 6.Airbus A380 is not that comfortable as it is marketed 7.there are more lessons

And what I will do with my learning 1.You can not sustain your business with no sales team & empty funnel 2.“Let’s start and we will see” approach brings us to nowhere – PLAN 3.Do not assume. Learn 4.“Do it for me” 5.Surround yourself with capable people who can do the job 6.Use A330 instead 7.Learning never stops

My 3 Lessons Learned 1.There are cultural differences to recognise and ENJOY ENJOY 2.With the best team – ANYTHING is possible (see Man City) 3.Go to the toilet BEFORE driving to the airport – it takes hours 4.Never ask how far it is, always ask how long it will take 5.When in Jo’burg – dont drive like you are in Moscow or Istanbul 6.When in Moscow and Istanbul – get someone else to drive 7.I need a time machine 8.8 / 20 / 48 9.Kids, just because I fly a lot doesn’t mean I’m going on holiday 10. Ty cuddly Giraffes cost £20 in Johannesburg, £2 in Tesco Bury