PRODATA PARTNERS LTD Consulting and Research in CRM & Related Markets

CRM suppliers are looking to provide their customers with breakthrough CRM solutions which:- Move the business from a product to a customer- focused business model Based on a common understanding of all customer interactions  Drive intelligent, cross-channel personalisation Result in enhanced customer knowledge Maximise lifetime value of current & future customers Increase bottom line customer profit CRM solutions are highly relevant to the business market for:- Customer acquisition & targeting Growing customer relationships Segmenting the most valuable customers Rewarding customers Retaining customers & driving directional behaviour CRM Market Overview

Rapid growth in CRM outsourcing & offshoring Movement in CRM focus towards empowering end customers Client demands for real-time interaction across multiple channels Growth in Business Intelligence, Sales Force Automation – “actionable analytics” Wireless solutions increasingly crucial Recent economic difficulties reduced short-term demand, but long-term growth now looking more attractive Current CRM Trends – Prodata View Solutions providers offering increasingly sophisticated range of CRM components and experience Increasing need for sector-based CRM propositions (Retail, Finance etc) Integration of CRM technologies with marketing, sales & service areas Integration of CRM packages with other aspects of business value chain (e.g. SCM, ERP) Integration of best of breed CRM offerings with legacy business solutions

Business Intelligence potentially touches all aspects of the CRM ecosystem – 360-degree view of customer behaviour/profitability Straddles front and back office CRM processes, feeding into and drawing from CRM applications Close and synergistic relationship between BI and CRM applications - Siebel’s alliance roster includes several analytical vendors etc. BI & data warehousing reaching new levels of market maturity Complex BI market:- –BI providers building out their analytical offerings –Strategic alliances between ERP/CRM suite vendors and BI vendors (e.g. Siebel and SPSS) –ERP/CRM suite vendors offering own BI dashboards –BI increasingly subsumed into a wider category of ‘analytics’ –Just-in-time analytics/embedded analytical models (e.g. PeopleSoft) Key opportunities in BI:- –Infrastructure standardisation/consolidation, e.g. via enterprise IP investment –Growth in offshore sourcing of BI/data warehousing –Regulatory compliance drivers, e.g. Sarbanes/Oxley –Demand for actionable insights from BI as well as analytical capabilities Business Intelligence – Key Issues

Campaign Management:- –Many ERP suites now ship with 3 rd party/approved customer analytics tools –Increasingly portal centric approach & strong integration features allow customer analytics to be made available to a wide array of users across organisations Key opportunities:- –Helping customers measure campaign effectiveness via linking contact centre, front line & sales force teams –Enabling customers to store & reuse content from previous marketing campaigns –Introducing full set metrics for measuring campaigns by following customer behaviour & campaign status for comparison Sales Force Automation:- –Enables organisations to understand & optimise sales force, revenue & performance over time using analytics Key opportunities:- –Helping customers monitor key sales metrics, interpret key sales drivers & optimise sales process via analytical tools/data –Working with customers to develop sales automation applicators which bridge multiple channels (e.g. wireless/web etc.) Campaign Management & Sales Force Automation – Key Issues

CRM Market Trends Market trend reports on CRM developments, analysed by:-  Market, e.g. UK, Europe  Vertical sector, e.g. CRM in t Finance, Public Sector CRM Market Modelling & Forecasting In-depth market & revenue modelling for telcos/CRM solution providers, covering:-  Potential CRM universe by size of business/sector/spend on CRM  Analysis & projection of take- up by product/service  Sensitivity Analysis - modelled scenarios  Projected future value of different client segments CRM Value Chain Study identifying points in the product lifecycle at which different CRM solutions add levels of value to UK enterprises CRM Customer Mapping Research with customers of a Finance sector CRM solution provider, to analyse individual CRM strategies & map these onto supplier’s own sales & CRM systems CRM Value Analysis Study identifying points in the product lifecycle at which different CRM solutions add levels of value to large UK enterprises Market Entry & Positioning Strategies Benchmarking & positioning projects for telecoms/IT suppliers considering new entry or repositioning in the CRM/Contact Centre market European CRM Extensive research & analysis programme with over 400 businesses in several European countries to define future CRM strategies, spend & supplier relationships Prodata CRM Skills – Typical Projects

Modelling CRM market segmentation by product type Prodata constructed a bottom- up model of the international CRM market. The dynamic, macro-driven model provided vital information on the current addressable market and future growth of the CRM market by product type for a leading telecommunications company. Identifying key growth areas in the CRM sector, this model was an integral resource enabling the client to identify opportunities for market share gains, and to maximise returns from the adoption of CRM as a key business strategy. Prodata CRM Product & Service Experience Voice Services Inbound services IP Networking/VoIP IVR Call/contact centres Speech recognition Mobile CRM Mobile marketing Wireless portals WLAN/Wi-fi Mobile Data/Fixed- Mobile Convergence Churn/Loyalty Research CRM Propositions Portals (voice/web/mobile) Emarketing Epersonalisation Sector Applications (Retail, Finance etc) Related Areas Contact centre/networking equipment Business Continuity/Security Applications Call Centre Outsourcing/Offshoring Switches/ACD Systems integration/CTI CRM Applications Hosted CRM/ASP Professional Services Business Intelligence Analytics Campaign Management Self Service Applications Sales Automation

Prodata CRM Market Forecasting & Modelling We undertake extensive market modelling and forecasting work for clients in the CRM market worldwide Desk research Macro- economic factors Dynamic CRM market models Primary research Client data Results orientated advice:-  Identify areas of opportunity & threat  Forecast revenues and cost  Understand the impact of industry trends  Target CRM and sales and marketing activity  Test pricing strategies  Benchmark operations against industry standards  Inform investment decisions

We work with over 35 consultants based in more than 20 countries worldwide CRM specialist Consulting Team A virtual team is put together based on the mix of deliverables and individual expertise required for each project All our consultants have had extensive hands-on telecoms/ICT experience prior to working in marketing, research and consultancy with Prodata Prodata CRM Consultancy Team

Sarah Ball – Director  BSc (LSE), MBA (Cranfield), member of MRS & IOD  20 years’ experience in market research & telecoms marketing  Previously Associate Director with Harris Research globally  Senior roles with PwC communications consulting division  Market Segmentation methods for High-Tech Companies specialist PhD area of research (Canfield School of Management)  Managed major market segmentation, customer profiling, market strategy, market entry, product strategy & telecoms user experience projects for major telecoms clients  Specialist in global market research project management  Other key areas – broadband, WAN, IP & web-based technologies  Skills – Global Project management Prodata Telecommunications Consultancy Team

Contact us DIRECTOR : Sarah Ball