1. Start Now CRM Solutions Growing the business through customer focus

2. IT Problems?  Is your sales performance suffering from…  Continued flat revenue, key customer losses, or competitive sales losses  Lack of a common sales tool to reinforce best practices sales processes  Inability of sales teams to collaborate effectively on sales situations and key sales events  Time-consuming or inefficient forecasting, pipeline analysis, etc.  Loss of sales data when sales representatives leave the company  …you need CRM, and you should Start Now!

3. Customer Relationship Management   CRM is associated with…  gathering, maintaining, and managing information about customers  strengthening the customer relationship  more effective management of customers  automating some aspects of the customer relationship  a means of identifying and managing the most profitable customers   Most business people reference "customer care" or "customer satisfaction", and are unfamiliar with "CRM". IBM January, 2000

4. Global Business Priorities  Growing the business through customer focus and leadership is the most widely held global business priority Be perceived as an industry leader by your customers Expand your company's customer base Increase company-wide focus on the customer Better differentiate your company from its competition Improve effectiveness of new customer acquisition Improve complaint resolution Improve ability to react to market changes 10%20%30%40%50%60%70%80% Lower ModerateHigher Global CRM Wants & Needs Research IBM/Marketing & Planning Systems, September, 2000

5. Infrastructure Primary e-business Solutions  On-line Marketing  Customer self-service  On-line support  On-line sales Customers Suppliers e-business BusinessOperations CustomerRelationshipManagementSupplyChainManagement  Inventory Mgt.  Procurement  Forecasting  Logistics  Business Intelligence  Internal tracking/ reporting  Development collaboration  Human Resources

6. Planned e-business adoption SolutionSize$BGrowth(YTY) e-commerce6.348% CRM9.335% Business Intelligence 6.015% Supply Chain 4.929% - IBM Research Snapshot Primary solutions

7. Start Now CRM x- Series Enablement Kit & Marketing Tools & Marketing Tools …powerful sales and customer relationship management, from $45,000*  Contact Mgt.  Opportunity Mgt.  Knowledge Mgt.  Windows 2000  Linux  Services Hours = 100 hours SametimeSametime Lotus *All prices are US Dollars and subject to Business Partner adjustment (based on 10 Sales personnel)

8. Relavis eBusinessStreams  Proven CRM solutions since 1993  More than 500 implementations  Winners of six Lotus Beacon Awards  Serve more than 100,000 people across 6 continents  Domino-based CRM leader with OverQuota  Eighth company worldwide to achieve IBM Certified for e-business

9. Collaborative Sales  Value added team selling  Account management  Up-sell & cross-sell  Best practices  Technical pre-sales  Lead management  Sales process  Cross-function account history  Cross-function lead development  …, etc. SalesActivities Prospects $Revenue CustomersCustomers

10. Relavis eSales  Collaborative Account Mgt.  Contact Management  Organization Profiling  Activity Management  Integrated e-mail & calendar  Opportunity Management  Automated Forecasting  Pipeline Management  Sales Process Management  Integrated Sales Library  Standard communications  Competitive & product informationSalesActivitiesProspects $Revenue CustomersCustomers

11. Comprehensive View of Customers

12. Sales History

13. Coordinate Sales Activities

14. Track and Forecast Opportunities

15. Manage leads and Inquiries

16. Implement a Formal Sales Process

17. Comprehensive Reporting Tools

18. Customer Benefits  Relavis eSales provides:  Shared customer, account, and contact information  Lead identification, tracking and follow-up  Facilitation of the sales process and target opportunity analysis  Up-to-date repository for selected sales documents  Ability to issue targeted mass mailings easily  A uniform calendar and scheduling tool across the organization  Improved account retention by tracking and sharing client activities  Start Now provides:  Rapid deployment of a CRM solution  Immediate results of package benefits  Knowledge transfer from the IBM Business Partner to the customer’s staff  Minimized cost of deployment while maximizing benefits

19.   Find more information… – –Check out the IBM Web site for Small and Medium Businesses – –White papers: IBM Start Now Solutions for e-business – –Detailed information on IBM Start Now CRM components – –Contact a qualified IBM Start Now Business Partner www.ibm.com/software/smb Start Now! What should you do next?