2. We talked to you... ‘What did you tell us....?’

3. What are the current issues / challenges Reaping the dividend of cost release Developing the customer base as you emerge from economic turmoil ‘More for the same or more for less’

4. We distilled out : The ‘Small Big Things’ ‘Those things that are small, easy to do and of relatively low cost in your world, yet big and of high perceived value in your customers world’

5. Why Bother Those ‘small big things’ have a value Differentiate from the competition ‘Develop sustainable competitive advantage’

6. Not shopper/consumer for m.modal – rather just customer surely

7. Meeting the right needs CUSTOMER UNDERSTANDING Strategic Needs Operational Needs Strategic Business Needs Buyers Needs Generic Operational Business Needs Unique Operational Business Needs Operating Company Focus Our Focus

8. How ~ I-D-I ? Output ~ Organisational Opportunity Road Map. People development plan Output ~ Organisational Opportunity Road Map. People development plan Output ~ Project streams managed within a customer focused framework. Delivering the now ~ while developing the future Output ~ Project streams managed within a customer focused framework. Delivering the now ~ while developing the future Output ~ Dashboard measures to monitor progress. Delivering ‘more for the same’ Output ~ Dashboard measures to monitor progress. Delivering ‘more for the same’

9. Developing and Delivering~ ROI Indicative example from elsewhere CRAMM Create New business Customer Acquisition through ‘word of mouth’ Marketing saving £ 250k New Business £ 300k Retain Hold onto what you have Reduced cost of acquiring new customers Reduction in recruitment agency fees. Marketing savings £ 150k Agency Fee savings £ 70k Add Increased Value Increased Volume Customer preference Experience balances price/convenience + 1% increase in volume + 3% increase in value Manage Cost Efficiency and effectiveness Placing the right resources against the right customers + 5~6% share of key customers business. Average = £ 20~30 k Overhead reduction £ 450k Manage Risk ‘No surprises’ Mitigating project failure Credit managementExposure reduction of 230K Project Budget:- £ 150~175k, total upside = circa £ 1,850,000 ~ ROI 10:1 Build it...C...R...A...MC...MR

10. Who Are We? A customer management consultancy What is it? An Enterprise approach to being customer focused Where do we add value? At the front end; Sales, Marketing, Customer Service and Customer Marketing

11. Summary Current Crisis offers Opportunity Coming out the other side stronger Logical Process that mitigates the risk of change Providing the platform for organisational ‘step change’ Why not challenge us to resolve what’s keeping you awake at night?

12. THE END

13. Value LeverBenefitValue Create Us New business for ABC New business for business units Creds in registration to Listing 360,000 euros 800,000 euros Them New channel opportunities150,000 euors Hold Us Additional business to build customer importance.No loss Them Maintain current customer loyaltyNo loss Add Us Case study client Use additional products to lever customer relationships from second to first line. 150,000 euro Them Platform for market growth +5% Route to market for other products within the portfolio 200,000 euro Reduce Cost Us Efficiency through additional volume and dilution of back office costs Contribution to fixed overheads 50,000 euro Them Equitable and transparent partnership arrangementX Euros between distributor margin and ABC deal Manage Risk Us Already has a presence within the market, guaranteed revenue stream.1,160,000 euro Them Continuity and consistency of supply through change of distributor partner.4,000,000 euro What’s in it for them & us! Busy,busy,busy – does Sl 10 not do the job for you