1. MAPICS Review with KMA
March 24, 2004

2. Objective
Review milestones of MAPICS and KMA partnership in response management this year
Discuss upcoming projects where the partnership can be expanded

3. Agenda
Review flow of responses and KMA’s involvement in the process to date
Review results of KMA activity from start of program
Review campaign proposed costs and results of activity to date

4. Is responder a registered lead or has active oppty?
Flowchart
MAPICS
Marketing Initiatives
Regular Activities
Website responders
responders
Phone
Other
Special Initiatives
Events
Telemarketing from other vendors
Postcard mailing campaigns
Special advertisements
MAPICS
CRM
KMA
Response Management
Check CRM for Account Status
Is responder a registered lead or has active oppty?
Yes No
Phone call ask about needs
Enter into CRM
Update contact record with new information
Create a Task
Assign task to owner of account
Status = Active
Process started on Jan 16
First full week was January 19
Started calling Customers first week of March
Enter into CRM
Update contact record with new information
Create a Task
Create a Note with results of phone call
Assign to owner of account for customer (otherwise, to Mark Beauvais)
Status = Active or Closed
Send
Send
(If follow up required for active task)
Create
Oppty
Follow up call

5. Results to date 2,172 241 125 14 8 1 41 5 77 9 251 28 Responses A
From Jan 16 to Mar 21
Total
Average/week
Responses
2,172
241
Leads A
125 14
Immediate call back 8 1 B 41 5
C/FYI 77 9
Total Leads
251 28

6. Responses by week
Higher due to responses from previous week rolled in
Week of 3/8 – touchpt registrations were 50% higher than normal. Most were for SO

7. Leads by week
Leads from National Manufacturing Week Event

8. Response Detail Initiatives vs. Regular Activity
Regular activity make up 74% of all responses
Initiatives are equally split at about 10% of responses

9. Response - Initiatives
Over 30% of all initiative responders are registrations for events. These records are non-lead producing

10. Review of proposed activity
January
February
Total*
Baseline
$ 790
$1,580
Responders
477
853
1,330
Calls
322
313
635
Costs (Responder + Call)
$ 2,203
$ 2,993
$ 5,197
Total costs
$3,783
$ 6,777
Leads
104
107
211
Cost/Lead
$ 28.78
$ 35.36
$32.12
Cost/Response
$ 6.28
$ 4.44
$ 5.10
* Excludes initial project set up fees of $980