1. WELCOME CRM for Manufacturers David Willms Infor Global Solutions

2. Agenda  Introduction  Infor CRM overview  Demonstration  Questions, wrap-up

3. Manufacturing Companies… are different from other types of industry segments. They make what they sell.

4. Manufacturing Characteristics  Vertically Integrated Business Process  Design > Source > Make > Sell > Deliver > Service  Complex “customer” and channel relationships  Direct sales, ‘inside sales”, Dealer Channel, End User  Time-to-Market Pressures  Channel Management, Resource Planning, Fulfillment  Cost Pressures  Product Cost, Sales Costs, Admin Costs, Supply Chain costs  Business Visibility  Globalization, Partnerships, Supply Chain

5. Manufacturing Companies Traditional “generic” CRM has limited value to manufacturing companies. Additional value comes from an enterprise approach that extends CRM beyond sales – marketing- and service, to include product development, supply chain, operations, and accounting.

6.  “ Only by taking on the challenges of integrating front and back-office operations can manufacturers obtain the competitive advantage that is necessary to hold onto and gain market position and – ultimately- improve financial performance”  From “The top 10 Sales and Customer Service Investments for midmarket manufacturers” by Rob Johnson AMR research report

7. Typical CRM Benefits - Tactical  More effective and efficient sales channel.  Improved Pipeline visibility and forecasting  Increased sales revenue – targeted selling  Streamline selling process  Reduced selling expense  More effective reach with marketing dollars  Targeted lead generation & lead management  Monitor campaign effectiveness  More leads per dollar, more closes per lead  Improve customer service with less costs  Increased customer retention and repeat sales  Reduce cost of servicing customers  Provide added value to your customer

8. Performance Improvement Potential Through CRM  Improvement AreaPotential Amount *  Sales and Marketing Costs10% - 16% savings  Customer Service Costs10% - 16% savings  Inventory Reduction 5% - 15% savings  Win Rate 1% - 6% increase  Revenue 1% - 5% increase  Quote / Proposal Generation Time 20% - 35% reduction  Order Errors 25% - 50% reduction  Forecast Accuracy 10% - 15% improvement * from AMR

9. CRM Benefits - Strategic Provides tools to help innovate your business.  Create competitive advantage.  Accelerate time-to-market.  Equip the organization to be more agile.  Create a customer-focused culture.

10. Simplified Manufacturers Customer Lifecycle Process Flow Lead Qualify & Develop ServiceQuote / OrderFulfillmentShip / Invoice information Complex Processes

11. Multiple touch-points, but… No one “owns” the customer experience. No one “sees” the entire customer life-cycle. Sales RepSales Mgt.Marketing Order Processing C ustomer Service Organizational Challenges Distribution Engineering Accounting Business Partners

12. Lead Qualify & Develop ServiceQuote / OrderFulfillmentShip / Invoice information ERP domain Simplified Manufacturers Customer Lifecycle Process Flow

13. information Non – Manufacturing / “Generic” CRM Lead Qualify & Develop ServiceQuote / OrderInventoryShip / Invoice ? ? ? ? ?  Marketing  Sales  Service ? ? information

14. “D-I-Y” CRM Integration Costs - good things to know  To integrate a generic CRM package with ERP:  3 to 5 times higher up-front costs  25% to 50% higher on-going costs  Very long time-to-benefit - avg. 18 mos  High likelihood of project failure

15. Profusion Confusion  Alphabet soup  CM (contact management)  SFA (sales force automation)  CRM (customer relationship automation)  Imposters  Scope  Manufacturing focus

16. Scope Comparison Characteristics Functional Emphasis Contact Management  Purpose: Tactical  Scope: Worker  Approach: Efficiency  Structure: Contacts  Integration: None Sales Force Automation  Purpose: Tactical  Scope: Departmental  Approach: Effectiveness  Structure: Contacts / Accounts  Integration: Task level Customer Relationship Management PPurpose: Strategic SScope: Enterprise AApproach: Efficiency, Effectiveness, Innovation SStructure: Relationships, Hierarchical IIntegration: Business Process level  Track contact names & addresses “electronic Rolodex”  List tasks and to-do’s  Track appointments  Manage sales opportunities  Track selling activity  Word merge, spreadsheet reporting  Information sharing  Integrate all customer touch-points (marketing, sales, ordering, fulfillment, settlement, customer service…)  Span the entire customer lifecycle, from new lead to repeat customer.  Streamline all customer acquisition & retention processes; complex sales process.  Performance metrics, analysis - data foundation for BI and CVA

17. Lead Qualify & Develop ServiceQuote / OrderFulfillmentShip / Invoice information Provides a 360° view of your customer lifecycle! from lead to repeat customer from marketing campaign to cash only Infor CRM

18. Complete Visibility Infor CRM as an integrated extension of your ERP system  Work with the most accurate and up-to- date information  Provide better and faster customer service  Have complete visibility of customer touch- points Infor CRM Infor ERP Customer Data Customer Data Order Transactions Order Transactions Quote Transactions Quote Transactions Product Data Product Data Product Availability Information Product Availability Information Pricing Data Pricing Data Orders, Quotes and Orders, Quotes and RMA Status RMA Status

19. What is Infor CRM?  Sales  Instant access to product, customer and prospect information  Track contacts, sales activities, quotes, follow- ups  Visibility to emails, phone notes, service calls, etc.  Work from anywhere  Sales Management  Better Pipeline Visibility  More accurate and timely forecasts  Standardized selling processes for more effective selling  Management dashboards provide at-a-glance status of sales activity.

20. What is Infor CRM?  Customer Service  Improved Visibility of all Customer Activity  Instant access to order – shipment information.  Follow-up and escalation processes  Track time and resources used in servicing customers  Customer Issue Tracking & Faster Resolution  Knowledge Base accessible to the entire selling team and customer self-service

21. What is Infor CRM?  Marketing  Track Campaign Effectiveness  Targeted Lead Generation  Streamline Lead Distribution & Tracking  Controlled Collateral Distribution  Easy List Management

22. What is Infor CRM?  Marketing  Track Campaign Effectiveness  Targeted Lead Generation  Streamline Lead Entry, Distribution & Tracking  Controlled Collateral Distribution  Easy List Management

23. Infor CRM technical features!  Familiar, Web browser interface.  easy to use, easy to learn, easy to adopt  Single database with easy to configure & personalize customized detail and list views without programming.  Scalable: Turn on functions as you grow.  Secure & personalized see / do only what is relevant.  user, groups  screens, views  territories, accounts  Out-of-the-box integration with:  ERP  MS Outlook  MS Word  MS Excel  Internet deployment plus work anytime / anywhere in un-tethered mode.

24. demonstration  Let’s have a look!

25. Summary  Manufacturers have unique CRM requirements.  CRM is NOT just for the ‘sales department”.  It is costly and risky to integrate a generic CRM package with manufacturing ERP.  Infor CRM is the best fit for manufacturing companies.

26. Thank You To learn more about CRM and other world-class business applications, please visit www.infor.comwww.infor.com or contact your Cistech representative