1 Managing Advisory Boards Through Turbulent Times Paula Speigal-Butler May 3, 2011

2 Table of Contents 1.Client Advisory Board Objective 2.Board Composition 3.Mechanism 4.Announcement 5.Reactions 6.Next Steps 7.Lessons Learned 8.Outcome 9.Advisory Board Scorecard 10.Board Member Scorecard

3 CAB Objective Engage key clients to provide strategic input to the investment and development of select Treasury Management solutions.

4 Board Composition / Structure Multiple Boards 12 – 15 Senior Level Members Market or Industry Segmentation Similar roles Articulate, Collaborative, Decision Makers Strategic focus 2-year commitment Bi-annual meetings Paid expenses

5 Serves as Mechanism Ongoing Client feedback Barometer for current/emerging market trends Identify themes that resonate with clients Issue forum Source of sub committee members Competitive intelligence Occasional references

6 The “Announcement” PNC Acquisition Employee Reaction Board Considerations –What to share –Timing is crucial –How much is too much –Communication options –The “Do Nothing” decision

7 Initial Board Reaction As a Client… We didn’t choose the bank…you did! WIIFM? Smaller Fish – Bigger Sea As a Board Member… All our work for naught? VOC Philosophy CAB United Conversion Concerns Product survival Who’s going to pick up the tab? What type of development will be required?

8 Next Steps Leverage existing Board Request conversion engagement New Agenda topics –How to convert –Communication –Timing of Conversion –Training –Support

9 Lessons Learned Key Concepts Executive commitment Establish expectations Engage early Readily adopt input Communicate often Solicit feedback throughout course Champion Client Care High-value clients 70% TM revenue < 10% C&IB clients High-touch integrations

10 Outcome Retained 100% Champion Clients Advisory Board strategy WORKS! Developed Advisory Board Framework Sales & Marketing Support Product Ownership Launched 4 New Boards Engaged & Committed Members Market Research Results – Client Sat Scores

11 Advisory Board Scorecard 0 – 6 Months6 – 12 Months18 – 24 Months Meet & greet Assimilation Idea generation Foster trust Bonds develop Achieve meeting goals Debrief feedback Board sat scores Board attendance Participation level Impact of ideas Themes resonate Product acceptance Achieve meeting goals Debrief feedback Board sat scores Board attendance Peer networking Increase loyalty Tangible results Implement changes internally “Quick Fix” Value recognition Achieve meeting goals Debrief feedback Board sat scores Deploy solutions Generate sales Increase revenue Next generation ideas Product alignment drives accountability Employees request client approval Member pilots Members re-enlist Debrief feedback Months

12 Board Member Scorecard 0 – 6 Months6 – 12 Months18 – 24 Months Board Attendance Complete pre-read Assimilation Participation level Idea generation Post meeting work Debrief feedback Sub-committee participant Board attendance Complete pre-work Peer networking Participation level Idea valuation Concept acceptance Debrief feedback Board satisfaction Sub-committee participant Board attendance Complete pre-work Peer networking Participation level Tangible results Embrace concepts Debrief feedback Increase loyalty Value recognition Sub-committee participant Board attendance Complete pre-work Peer networking Participation level Willingness to pilot Next generation ideas Debrief feedback Sense of ownership Request term extension Co-present / co-author Adopt/buy solution Testimonials Months