Infosys Social CRM offering and the Social CRM sphere.

1. Infosys Social CRM Service Offering 1

2. As organizations move from Operational CRM strategy to a Collaborative Social CRM strategy, focus on customer centricity steadily increases…. We are here Phase 2 Multi-Channel CRM Phase 3 Analytical CRM Phase 4 Social CRM Phase 1 CRM Infrastructure ROI, Customer driven Interactions Global Data Models, Analytical Information Repository Enterprise Interaction Centers across Bus Global Web hosting Global Toolsets Point Solution Support Separate Customer Master files Operational Metrics Suggested Selling Aligning to Profitable Customers Focus on return on sales SARBOX and Forecasting Partnering, Intimacy return to Sales Lift Forward Value Looking, not cost to serve Integrated Within Function Area Ordering on Web, Product Configurators Profitable Segments Campaign & Event Tracking Sales Consolidation SLA stats Off-shoring New Tools Focus on Customer Data Click Stream Analysis Email Campaigns, Web site sign-up, SFA Data Sharing Self-Service from a cost perspective Experience Design On-demand integration Campaign Management More reach, Faster Marketing Focus on Efficiency not effectiveness Service Web 2

3. What is Social CRM ? Social Media Channels/Tools Traditional CRM Social CRM Middleware Tools 3

5. Personalized CRM efforts

6. Engaging Customers and creating ownership / influential power

7. Consistent Presence and Prompt response and issue resolution

8. Reduced risk of product failure

9. Increased opportunity to build customer Value and Loyalty

10. Customers as Brand Advocates

12. Heavily Sales Oriented

13. Uni-directional Communication

14. Enterprise-driven Messaging, Brand building

15. and Product Design

16. Non-Uniform Customer Experience across Channels

18. Key Trends in Social CRM In line with the social media driven Market Dynamics , Infosys Social CRM Offering is best suited for Organizations moving away from “Enterprise-driven” Approach to focusing on “Customer Engagement” as well as “Profitability” Growth of Social Customers – US online users spend 25% of their time on Social networks Increased Competition in Market Place and pressure to maximize customer wallet share Increased usage of Social CRM tools, Web 2.0 tools to elicit and enrich customer ideas for product innovation and co-creation Differentiated treatments and products for different customer segments Deep customer insights in communities, Peer Networks and forums By end of 2010, more than 60 per cent of Fortune 1000 companies will have some form of online community that can be used for customer relationship purposes. Social Media becoming an integrated component of multi channel strategy to attract, engage and retain customers Increased Risk of doing Bad Business as 67% of customers would share their bad experience on social media by 2015 Increasing influence of peer networks in shaping Customer Opinions.75% trust peer opinions whereas only 25% are influenced by what a CEO communicates about a brand

19. Infosys’ Social CRM Service Offerings 7

20. Infosys Recommendations to leverage Social Media to enhance Strategic CRM Capabilities Ability to engage with the customer using Social Media such as networking sites, blogs, communities, wikis, podcasts, forums, peer to peer support groups, Innovation Communities Access to untapped customer insights available on various social media Ability to innovate and co-create products, solutions and services with customers collaboratively through Innovation communities Creating increased brand awareness and reducing product failure for the product in addition to customer engagement Engage and positively influence customer buying behavior, and thus increase retention and revenue/customer 20% OFF

21. 9 Infosys Recommendations to leverage Social Media to enhance Strategic CRM Capabilities Ability to listen to customer conversations to get deep market insight and leveraging social media to direct researching decisions over the traditional data –driven market research Ability to formulate sales strategies based on customer sentiment towards the brand and competitors instead of a target-oriented push strategy Foster and empower customers to solve each others service issues through peer to peer communities Faster identification and resolution of customer issues Shifts the brand building activity from the Company’s marketing division to the loyal customers who become brand advocates in social media

22. Industry vertical specific Social CRM Use Cases 10

23. 11 Industry vertical specific Social CRM Use Cases

24. Thank You