1. Interaction Management in CRM’s Channels and Knowledge

2. Consulta Meta I.M.2 Table of Contents Customer Relationship Management (CRM) - an enterprise strategy Sample functional flow - fulfilment tracking The EIM (*) business model The EIM (*) operational model A live model - back & front office touchpoints CM-IM Service Offering Benefits Strategy (*) Enterprise Interaction Management

3. Consulta Meta I.M.3 Marketing Sales Product DeliveryServicing Finance Client Relations Requester Experiences Provider Processes n Target marketing n Lead generation n Product development n Business relations Retail/Partners n Sales force n Prospecting n Order entry n Order tracking n Network planning n Product engineering n Procurement n Access development n Provisioning n Fulfillment tracking n Service management n Monitoring n Quality of service n Operations management & support n Customer self-servicing n Log & Reporting n Billing n Inquiry n Payment options n Collection and fraud n Fault recovery n Service level agreements n Customer Value Fulfillment n Customer routing & servicing n Help Desk Services Exchanges A Client Focused Business Strategy

4. Consulta Meta I.M.4 n Target marketing n Lead generation n Product development n Business relations Retail/Partners n Sales force n Prospecting n Order entry n Order tracking n Network planning n Product engineering n Procurement n Access development n Provisioning n Fulfillment tracking n Service management n Monitoring n Quality of service n Operations management & support n Customer self-servicing n Log & Reporting n Billing n Inquiry n Payment options n Collection and fraud n Fault recovery n Service level agreements n Customer Value Fulfillment n Customer routing & servicing n Help Desk Services MarketingSalesProduct DeliveryServicingFinanceClient Relations Typical TELECOM example n Fulfillment tracking n Fulfillment tracking

5. Consulta Meta I.M.5 Learn Buy GetUse Pay Support Marketing Sales Product DeliveryServicing Finance Client Relations Requester Experiences Provider Processes Communication Channels and Conversations Enterprise I.M. - Business Model

6. Consulta Meta I.M.6 MarketingSalesProduct DeliveryServicingFinanceClient Relations LearnBuyGetUsePaySupport Requestor Experiences Provider Processes Interaction Management Life Cycle Communication Channels and Conversations Building profiles With time

7. Consulta Meta I.M.7 ‘Interaction Management Across all CRM initiatives’ Applies Proactive Business Intelligence (BI) Leverages Qualified Knowledge (KM) Enables Front Office Convergence

8. Consulta Meta I.M.8 Fulfillment Tracking ProviderRequester Client Care Sales A Typical CRM Conversation Campaigns KM BI < Exchanges Exchanges >

9. Consulta Meta I.M.9 Provide one-stop exchange-value Provide focused interaction expertise Maintain honeycomb of interaction specific data Single Profile for all business lines A Relationship-centric Approach To: Markets & Sales Financial Services Technical & Service Support Operations Management and Provisioning Fulfillment tracking Exchanges >

10. Consulta Meta I.M.10 Enterprise I.M. - Operational Model Client Comm. Channels & Tools Extra/Intra Net WFM Employees, Partners & Suppliers Staff WEBWEB e- M ail Business Processes Support services Interaction services CTICTI Client Back-office systems E-Business - External Systems MiddlewareMiddleware Exchange Functions & Attributes KM Interaction Control Engine Work Force Management Knowledge Management Exchange Management Resellers Service Automation (Fulfillment Tracking) Front-office Interaction Repository

11. Consulta Meta I.M.11 Enterprise Suite Blueprint Client Employee Supplier Partner Comm. Channels & Tools Provider Interaction Repository Front-office Interaction Management EAI Enterprise Data Access Back-office e-Business e-Com Web Applications Document Management, Workflow & Measurements CRM Business Applications Requester Exchange Management K. Management B. Intelligence External Systems Access

12. Consulta Meta I.M.12 Enterprise Information Warehouse Air Company X-Star System - Interaction Repository - Target Marketing Distribution Research & Development Business Relations Customer Information Employee Information Supplier Information Partner Information In-Flight Services Claims Regional Carriers Financial Systems HR Systems Production Systems Marketing, Sales & Service Business Applications Physical Touch Points Interaction Management Links Star Alliance Aeroplan Executive Offices Central Baggage Office LHR Customer Solutions YYC Customer Solutions RES III reservations refunds CIC OPSUM RES-info Irregular Operations OPSIS Historical PNR The Passenger Back-Office & Front-Office Links (an airline example)

13. Consulta Meta I.M.13 Consulta Meta I.M. Service Offering Methodology

14. Consulta Meta I.M.14 Leadership Adventure Management Initiatives Vision L.A.M. - Leadership Adventure Management Benefits (Methodology)

15. Consulta Meta I.M.15 To provide capability for client self-service over the WEB Provide capability for bundling support services Provide capability for profiling clients Elaborate a CRM strategy from clear business goals Client service interaction % to the WEB Decrease % client referrals Reduce cost of service Increase client satisfaction Re-engineer call centre operations Implement loyalty and benefit sharing programs Implement client service WEB-site Programs Performance Metrics Benefits Increase access to services Enterprise management Enterprise business lines Enterprise as a whole Initiatives Vision Information & referral Coordinateclient data across Operating Units Improve service delivery CRM Enterprise Benefits Strategy Fulfillment tracking LeadershipAdventureManagement

16. Consulta Meta I.M.16 Programs Performance Metrics Benefits Enterprise management Enterprise business lines Enterprise as a whole Initiatives Vision Commencement Steps: Establish organizational structure to manage CRM programs Involve participants from all business lines Marketing & Sales, Management & Provisioning, Operations, Technical & Service Support, Financial Services monitor initiative performance monitor program business value (preformace + benefits) CRM - Enterprise Strategy

17. Consulta Meta I.M.17 Interaction Management IDENTIFYEVALUATECRITICIZESUPPORTPROMOTE Leverage the need with solution comfort-level within the business line Ease of delivery To provide capability for client self-service over the WEB gradual Fulfillment tracking (in house)