1. ……………………….………… CRM Trends Christopher Bates Ramp Technology Group

2. …………………………………………………………………………………………………………………………………………………………………………………………….……………………………………………………………… Ramp 2010. Confidential and Proprietary Ramp Group CRM Practice pg 2 Trend #1: CRM is not just software… CRM is a growth strategy for our company.

3. …………………………………………………………………………………………………………………………………………………………………………………………….……………………………………………………………… Ramp 2010. Confidential and Proprietary Ramp Group CRM Practice pg 3 Trend #2: Invest wisely in… User Adoption

4. …………………………………………………………………………………………………………………………………………………………………………………………….……………………………………………………………… Ramp 2010. Confidential and Proprietary Ramp Group CRM Practice pg 4 Trend #3: No more hit and run… Manage Change 1.Create a Sense of Urgency 2.Pull Together the Guiding Team 3.Develop the Change Vision and Strategy 4.Communicate for Understanding and Buy-in 5.Empower Others to Act 6.Produce Short-Term Wins 7.Repeat Relentlessly 8.Create a New Culture

5. …………………………………………………………………………………………………………………………………………………………………………………………….……………………………………………………………… Ramp 2010. Confidential and Proprietary Ramp Group CRM Practice pg 5 Trend #4: Focus on incremental… Quick and Easy Win’s Phase One Sales Activity Management Phase Two Sales Forecasting & Reports Phase Three 360° Customer View

6. …………………………………………………………………………………………………………………………………………………………………………………………….……………………………………………………………… Ramp 2010. Confidential and Proprietary Ramp Group CRM Practice pg 6 Trend #5: Address the concerns of… Four Types of Stakeholders Customers “REMEMBER me… Don’t make me a number.” Managers “Help me SEE… I need to monitor, measure, and direct.” Sales Reps “Help me SELL… Don’t slow me down. Show me my day.” I.T. “We need new TOOLS for our existing skillsets.”

7. …………………………………………………………………………………………………………………………………………………………………………………………….……………………………………………………………… Ramp 2010. Confidential and Proprietary Ramp Group CRM Practice pg 7 Trend #6: Foster a company-wide… Relational Culture Shared Domain Shared Interests Shared Purpose

8. …………………………………………………………………………………………………………………………………………………………………………………………….……………………………………………………………… Ramp 2010. Confidential and Proprietary Ramp Group CRM Practice pg 8 Trend #7: Set and manage… Realistic Expectations Choose any two Quality SpeedCost

9. ……………………….………… fin.