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1. Domain 2: Business Metrics John Durocher, salesforce.com Brian Hudes, Kaiser Permanente Saideep Raj, Accenture Best Practices: Global Enterprise

4. Domain Development Approach Define Business Objectives Define CRM Strategies Define CRM Vision Prioritize and group Initiatives Develop the CRM Roadmap What are key business metrics to measure success? Assess impact on organization/ employees How will the CRM transformation impact the organization and employees? Identify key Business Metrics Domain #1 Strategy and Vision What are the business objects of the overall CRM effort? What should be the basis for deciding which initiatives are pursued first? What are the strategies to enable achievement of your CRM vision? What is the vision that will carry forward the CRM effort? Domain #2 Business Metrics Domain #3 Adoption Domain #5 Roadmap Define Processes Develop the Technology and Data strategy What processes will help achieve the CRM vision? Do they need to be re-designed? Domain #6 Process Domain #7 Technology and Data What technology and data strategies and architecture will support the CRM effort? How should the list of CRM related programs and initiatives be structured to produce maximum benefit? Develop the Center of Excellence Domain #4 Sponsorship and Governance What governance model will best support the CRM effort?

6. Brian Hudes Director, Planning & Strategy National Accounts [email_address] Saideep Raj Partner, CRM Global Service Line [email_address]

9. The sales metrics that matter? Pipeline Screening Pipeline Volume Pipeline Velocity 1 θ 3 θ Pipeline Conversion 4 2 Pipeline Expense 5 Deal Economics 6 Deal Margin $ Customer Retention 7 Copyright © 2007 Accenture All Rights Reserved.

18. Brian Hudes Director, Planning & Strategy National Accounts Saideep Raj Partner – CRM Service Line John Durocher Client Services Executive QUESTION & ANSWER SESSION