1. CONFIDENTIEL Revised commercial policy

2. CONFIDENTIEL 2 * BCG conclusions Commercial proposition Why do we need to change?

3. CONFIDENTIEL 3 S&D main objectives according the commitment to the Board

4. CONFIDENTIEL 4 Customer segmentation is the backbone of our new Commercial Proposition

5. CONFIDENTIEL 5 Customer segmentation Analyse the market and define the more adapted offer in order to maximise contribution

6. CONFIDENTIEL Market Data Source: Data RM Total AF/KLM Turnover (ALL IN) IATA 2009 Total AF-KL Revenues (M€) IATA 2009 KUEHNE & NAGEL Share of customer In AF-KL carried weight Share of wallet Total AF/KLM Turnover with main 17 clients – All-In in M€ – IATA Year 2008/09 Geographic coverage SizeAffinity with AF-KL Industry Specificity KUEHNE & NAGEL 6 Added value product AF-KL Turnover

7. CONFIDENTIEL 7 Our S&D strategy per segment

8. CONFIDENTIEL 8 What about the shippers?

9. CONFIDENTIEL 9 Focus on next steps for Partners (also applicable for other large clients)

10. CONFIDENTIEL 10 « Give » and « Ask » for Partners

11. CONFIDENTIEL 11 Adapted offer per segment

12. CONFIDENTIEL 12 From Global Segmentation to Area/Market adapted policy

13. CONFIDENTIEL 13 The implementation of segmentation will rely on 6 key success factors

14. CONFIDENTIEL 14 Simplifying our product portfolio with a later reorganization in sight

15. CONFIDENTIEL 15 Proposed Pricing guiding principles

16. CONFIDENTIEL 16 Based on those guidelines, next step is to build a Pricing/Contracting Framework

17. CONFIDENTIEL 17 Link between Segmentation and Contracting framework

18. CONFIDENTIEL 18 Proposed organization to support pricing framework process

19. CONFIDENTIEL 19 Adapting the sale teams organization and priorities to different clients segments

20. CONFIDENTIEL Optimizing the market coverage thanks to sales force Examples of pilots French market Pilot German market Pilot ▬ Client classification and visits planning Outline: Sales force reallocation, linked with the customer potential. Results: Definition of number of contacts per semester according to their potential. Implementation of a tool for visit planning and report Roll out : This project will be implemented in all Areas ▬ Within the CSO, creation of the client proximity centre : targets small and medium forwarders Context: Small market share on the French market for small and medium clients (21,8% in 08/09). Outline: Create a team within the CSO dedicated to forwarders for which our Market Share is < 6%, with prospection and management of incoming calls Results: Launched in April 2010, 50 K€ net income the first month, 400 k€ YTD  Additional turnover for new clients Survey of the model duplication in progress 20

21. CONFIDENTIEL 21 Customer Information Management : Current status Example of tool

22. CONFIDENTIEL 22 Transformation Map / Very first draft

23. CONFIDENTIEL Proposed organisation to support the new commercial policy Customer Segmentation Customer Segmentation Products Sales Force Effectiveness SVP S&D Pricing & contracting Revenue Integrity/Commer cialProcesses  Small & Medium  Shipper identification  …  Product profitability  Sales monitoring with Shipment contribution,  …  Product simplification  …  CSO Performance  CSO Proactive selling  Market coverage  …  Booking to actual process optimisation  Other charges  … IT Change Management Controlling Cross Domains projects (Acceptation, Repair,…) 23

24. CONFIDENTIEL Kuehne & Nagel dashboard Key findings Backup 6% 2008/2009 5% 2007/2008 6% 2009/2010 % AF-KL turnover (CAGR : 2%) Market share (% of AF-KL turnover) & TurnoverShare of wallet (tons) with AF-KL 2009 13,1% 2008 13,9% 2007 13,3% Source : Data IATA CASS (IATA YEARS 07-09) Source : Based on Net sales revenues Data RM & IATA CASS (IATA YEARS 07-09) 95 M€ 89 M€87 M€ Weight (Mtons) vs Yield (All in/ Weight) (€/kg) IATA 2009 1,65 2008 69 2007 70 2,03 65 2009 Yield : CAGR : -7% Weight (tons) : CAGR : -3% Source : Data IATA CASS (IATA YEARS 07-09) & Data RM SCB (M€) et SCB/Weight (€/kg) IATA 2009 2008 100,5 85,2 1,58 1,65 2007 111,3 2009 1,26 SCB/kg (CAGR : -9%) SCB global (CAGR : -9%) Source : Data RM CAGR : - 0,5% Turnover (M€) (CAGR : - 3%) 24

25. CONFIDENTIEL Backup Kuehne & Nagel dashboard Zoom on Product breakdown Allotment usage evolution 2009 74% 26% 2008 68% 32% 2007 67% 33% Free sale Alloted Allotment usage by product (IATA 2009) Cohesion 56% 44% Variation 77% 23% Equation 77% 23% Dimension 78% 22% Source : Based on All In revenues Data RM Yield (All in/ Weight) (€/kg) IATA 2009 Variation 1,45 Equation 3,22 Dimension 1,50 Cohesion 2,33 2,82 SCB/Weight (€/kg) IATA 2009 Variation 1,12 Equation 2,83 Dimension 1,09 Cohesion 1,85 Source : Data RM Average (20 main customers) Average (20 main customers) Turnover breakdown / product 45% 17% 30% 2008 21% 9% 5% 57% 58% 17% 16% 2007 20% 5% 2009 Equation Variation Dimension Cohesion Source : Based on All In revenues Data RM 25

26. CONFIDENTIEL 26 Action Plan Europe Sales Steering: Sales Performance Management

27. CONFIDENTIEL 27 CIM Tool functionality