1. 4C Consulting – Company Presentation February 2011

2. 4C Consulting | Our Mission Ensure higher return on customer interactions through smarter solutions in marketing, sales & services 2

3. 4C Consulting | Our Customers 3

5. Campaign Management & Automation

6. Campaign Management Outsourcing

7. Marketing Resource Management

8. SFA Management & Automation

9. Sales Portfolio Management

10. Sales Middle Office

11. Training & Coaching

12. Customer Service Automation

13. Self Service Strategy & Management

14. Complaints HandlingCustomer Insight Management Intelligent reporting | Data Quality | Data Integration | Advanced Analytics

16. Campaign Management & Automation

17. Campaign Management Outsourcing

18. Marketing Resource Management

19. SFA Management & Automation

20. Sales Portfolio Management

21. Sales Middle Office

22. Training & Coaching

23. Customer Service Automation

24. Self Service Strategy & Management

25. Complaints HandlingCustomer Insight Management Intelligent reporting | Data Quality | Data Integration | Advanced Analytics

26. 4C Consulting | Challenges we tackle ... How do we get into interaction with our (potential) customers across channels and social networks? What should we do tomorrow to increase cross-sell, upsell and reduce customer churn? How do we effectively manage our indirect network (agents, distributors,...)? How do we more efficiently qualify leads, distribute leads, follow them up and convert into sales? How can we optimize the first time resolution in our contact center? What are the right tools to support my marketing, sales and service objectives? How do we integrate these tools into our day to day operations? ... 6 Who are mycustomers? (life time value, profitability, cross/up-sellopportunity, ...) How should we design our customer experience(s) to best outperform our competitors? Which emotions drive value and which destroy value for our customers? How should we redesign and align our business to better meet our customers’ emotional expectations? How can I measure the effectiveness of my customer experience? How do I measure emotional customer engagement? Do we know the different customerlifecycles of ourcustomers? What are the right channels to sell to and to serve ourcustomers? What are the leanprocesses to support our marketing, sales and service efforts?

27. 4C Consulting | Service Portfolio Marketing Excellence Marketing Maturity Assessment Digital Marketing Non-responder analysis Campaign Management & Automation Campaign Management Outsourcing (new) Marketing Resource Management (MRM) Sales Excellence Sales Process Optimization Sales Portfolio Management Partner Management SFA Management & Automation with Salesforce.com Sales Middle Office (in- & outsourcing) Training & Coaching Service Excellence Customer Care Process Optimization Customer Service Automation with Salesforce.com Self Service Strategy & Management Complaints Handling Interim & Recruitment: Campaign manager Segment marketer Product marketer 7 Customer Experience Management Customer Experience Strategy Naïve-to-Natural Maturity Assessment Emotional Signature withBeyondPhilosophy Moments of Truth Transformation Experience-driven complaints handling CE training & coaching CE Performance Management Customer Interaction Management Multi Channel Strategy Social media Contact Strategy Unique View of the Customer CRM Roadmap (program definition, scope, planning & budgeting) Customer Insight Management Reporting Data Quality DI (marketing data mart, customer data mart,…) Analytics (prediction, forecasting, segmentation, profiling, scoring…)with SAS Performance improvement Business Process Engineering Project & Portfolio Management Change Management

28. Why do our clients choose for 4C Consulting? Expert in customer experience and customer interaction management combining strategy expertise with pragmatic implementation skills Trustedadvisorfor more than 100 satisfied clients during +600 projects Connecting marketing, sales & customer care with senior management and IT Next practice insights from a largevariety of industries: Telecom, Utilities, Banking, Insurance, Pharmaceuticals, Media, Distribution, B2B Services In-depth understanding of the local market, seasoned with international experience Strategic partnerships withinternationallyrecognizedthought leaders and solution providers: Salesforce.com, SAS & BeyondPhilosophy The Proof is in The People: our consultants are pragmatic subject matter experts with a strong focus on results and a relentless “can do” mentality 8

29. 4C Group | Boostit! Ourmission We assist our customers in increasing the value of IT by improving the collaboration and alignment between business and IT. People Process Organisation Governance Setting direction Ad interim managers IT Strategy IT Scorecard Sourcing models IT organisation structure Corporate steering IT strategy Corporate strategy Making choices Portfolio managers Portfolio mgt VMO/PMO Portfolio steering Our services Realising benefits Project mgrs Business analysts Project mgt Requirements mgt Coaching Project steering Change board Corporate structure IT structure 9

30. 4C Group | Internet Marketing School An educationalplatform consisting of an in-house training or a 4-day open course for marketers and larger businesses to keep ahead on the latest trends and techniques concerning digital marketing. Touching themes as Mobile Marketing, Search Marketing, Digital Customer Experience, Social Media and many more, the Internet School keeps ahead on the most contemporary topics while focusing on hands-on, future-aimedcourses. Independent, objective and pragmatic during it’s lessons and overall behavior in it’s market, the Internet Marketing School focuses on useful and ready to implement-strategy information for it’s clients. No presentations, but education. It’s “open-source internal organizing methodology” engenders many perspectives and new ideas. Everyone is invited to contribute his or her ideas and they will be implemented after approval. This makes the Internet Marketing School a service brought by professional people towards professional people and insures that there is an open-minded and a bright view on tending topics and working methods. Following a course at the Internet Marketing School will bring you lot’s of new ideas and a broad, clear and a critical perspective on the newest Digital Marketing topics and techniques. 10 www.internetmarketingschool.be | info@internetmarketingschool.be | http://twitter.com/IMS_be