1. CRM: WEEK 13 (4/3-4/7) Last Week Highlights: Classification, Estimation, Regression, Prediction, & Clustering Contact Optimization, Channel Management, Channel Migration, Segmentation Modeling, Channel Value Forecasting XM Satellite Radio Organizational Structure for CRM

2. CRM: WEEK 13 (4/3-4/7) Monday (4/3) Objectives: “If you can measure it, you can manage it” Who is responsible for the relationship??? What authority does that person have??? Alignment of Enterprise Capabilities with Enterprise Values with Enterprise Organizational Structure.

3. CRM: WEEK 13 (4/3-4/7) Enterprise Capabilities – IDIC Model and supporting IT & Personal Enterprise Org. Structure – Org charts, customer manager, and authority Enterprise Values – mission, vision and resulting goals/objectives: “Customer responsiveness is in the pores and capillaries of Capital One”. FIT >>> FIT >>> FIT

4. CRM: WEEK 13 (4/3-4/7) Customer Relating Capability (Ex. 13.1) Positions of Advantage Superior Value (benefits – cost) Mutual Commitments (relationship advantage)  Performance Outcomes………