Central and Eastern Europe EPG Marketing & Sales process - SLA - MQP handling Andra Calin - Enterprise Marketing Lead September 2008

End – to - End Marketing & Sales process Execution Analysis Plan & Develop Campaign Execute Campaign & Interact with Customers Execution and Closure on Opportunities Analyze Campaign, Pipeline and Sales Results Planning MQP follow-up; Load MQPs for Sales, Partner Follow-up Marketing Marketing /SalesSales Marketing Attached SmartCodes Marketing /Sales

SAW Service Level Agreement Marketing Deliver OPPTYs at 10% Deliver Optimize Opportunity activities Work with feedback on quality of OPPTYs and re- engineer to meet expectations Participate in monthly pipeline meeting / review Sales Follow up and track Marketing generated OPPTYs in CRM System Identify OPPTYs to Optimize Provide feedback on quality of OPPTYs and provide suggestions on how to improve Participate in monthly pipeline meeting / review Partner Follow up and track Marketing generated OPPTYs in CRM System with Partner Identify Partner OPPTYs to Optimize Provide feedback from partners on quality of OPPTYs and provide suggestions on how to improve Participate in monthly pipeline meeting / review Services Co-op with Sales and Partners on OPPTYs in CRM System Support Sales and Partner to Optimize OPPTYs Provide feedback on quality of OPPTYs and provide suggestions on how to improve

Process Flow for SLA – Lead generation Customer Target List Extract T – 45 days Activity/ Event Event evaluation form BANT criteria Siebel Excel report with Marketing Prospects event evaluation form EM/BG/EPG Set-up invitations list Sent Invitations Event confirmation T daysT + 3 days CG DB SAW Activity Set up priorities, objectives Siebel N+2 MP to be entered as opportunities in sales stage 10% in Siebel (CSTAR code attached) T + 10 days Siebel Owner AM Move to SS 20% Siebel Move to SS 20% Calling report SS 20% report Set up Owner STU or PAM Target to move to SS 40% yes no yes no Siebel disengage TMK TBD

Process Flow for SLA – Optimize Opportunity Customer Target List Extract monthly Activity/ Event Event evaluation form BANT criteria Siebel Excel report with event attendees and evaluation for local events T daysT + 10 days SAW Activity Analyze Opp in SS 0%-40% for more than 2 months Siebel T + 20 days Siebel Move opportunity to next sales stage EM/BG / EPG Set-up invitations list Sent Invitations Event confirmation Set-up opportunities list to be optimized Event evaluation Client/ AM/ STU meeting

Monthly reviews ●SAW update per customer campaign/ vertical ●review early pipe line (0 – 40%) - to optimize opportunities ●total pipeline - to generate new opportunities ●monthly review of Priorities and Objectives ●Status MTD/QTD/YTD ●New OPPTYs ACCEPT/REJECT ●Optimized OPPTYs ●Attendees ●Enterprise Marketing ●Sales Excellence ●PTU leads ●STU leads ●CC owners

Central and Eastern Europe