2. © Mahindra Satyam 2009 Customer Relationship Management QMS Training

3. 2 © Mahindra Satyam 2009 Objective To establish and build sustaining partnerships with customers Mahindra Satyam Confidential

4. 3 © Mahindra Satyam 2009 Information Source  Customer Relationship Management Framework hosted on xSELL site (VDS)  Focus area CARE (Customer Account Relationship Enhancement) Mahindra Satyam Confidential

5. 4 © Mahindra Satyam 2009 Process Identify and Organize Account Identify Opportunities Strategize Plan Sales and Convert Opportunities Review and Communication Management Mahindra Satyam Confidential

6. 5 © Mahindra Satyam 2009 Identify and Organize Account Select Platinum, potential Platinum accounts  Based on defined criteria available on xSELL site CRM is supported by multi-layered organization structure  Detailed Role responsibility matrix available on xSELL site Mahindra Satyam Confidential

7. 6 © Mahindra Satyam 2009 Strategize Understand the account  Based on account overview, buying process and competition portrait Build vision for each platinum account  To serve the customer better and ensure customer satisfaction and loyalty Establish strategic objectives and critical success factors  To operationalize the vision – To-be state definition Action planning Prepare account plan Mahindra Satyam Confidential

8. 7 © Mahindra Satyam 2009 Identify Opportunities  Identify business and technical issues faced by customers  Identify the opportunities to resolve these issues  Register identified opportunities  Assess registered opportunities to arrive at a go / no-go decision Mahindra Satyam Confidential

9. 8 © Mahindra Satyam 2009 Plan Sales and Convert opportunities  Prepare aggressive and realistic business plans – For all VBU /RBU in collaboration with relevant HCU  Document sales plan as part of account plan  Generate business as per plans  Track registered opportunities Mahindra Satyam Confidential

10. 9 © Mahindra Satyam 2009 Review and Communication Management Three levels of periodic review  Project review  Platinum account review  Steering committee review Review to identify issues and ensure resolution Strategic management of customer / account related communication Mahindra Satyam Confidential

11. 10 © Mahindra Satyam 2009 Objective Met Sustaining partnerships with customers are built and sustained Mahindra Satyam Confidential