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December 2009

Principles Group Customer Contact & Call Center Offerings

Focused on: Enterprise Applications Solutions – Customer Contact – Change ManagementSpecializing in: Process Improvement, Business Change Integration & Call Center Operations

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Why PG Is The Right Choice For YourCustomer Contact Strategy Effort

Extensive expertise in customer contact strategy design

Senior-level consulting talent performs the workCustomerContactStrategy

Proven ability to develop strategies that improve performance and the quality of the interaction

Ability to begin NOW with your knowledgeable team!

Proven record with Fortune 500 for real, actionable results

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More Specific Areas of PG of Focus – Customer Operations & Account Management Solutions

• Customer Operations Strategy Assessment & Approach Customer Contact rules for engagement (How customers contact Co. & how Co. contacts customers) Customer Relationship Management – CRM Database & Interactive Marketing Competitive Analysis/Assessment Governance for initiatives and ongoing processes

Customer Operations Planning & Tactics Call Center Operations Strategy, Consolidation & Execution Customer Satisfaction Results & Analysis Customer value chain outsourcing, off-shoring and co-sourcing Billing Integration & Execution Self Service Technology & Design Automated Workflow

Call Center Operations Support/Logistics (business of running a center) Hiring & Training Practices Training Design, Delivery & Support Business Performance & Metrics

Technology Call Center Company Wide Integration Network, Hardware, Software, Applications, Tools

SAP/EA Change Integration & Execution SAP/CRM Module Implementation Business evaluation and utilization improvement

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Do we have the right Customer data and are we working on the right things?

How do we prioritize Customer data requirements,

competing projects &

business events?

Customer Governance

Who has decision

rights, responsibility & accountability?

How well are we tracking to the

existing CPIs* and operating metrics?

How would Customers rate us?

How we best serve our customers to

meet business objectives?

Can Customer Value be Created

Key QuestionsFor

Customer Management& Marketing

*CPIs = Customer Performance Indicators

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Customer Contact Strategy Approach

Discover,Understand &

Document “As Is”Process

Evaluate “As Is”State & Develop

Target State

Determine Opportunity Areas

& Perform GapAnalysis

Develop Recommendations

& Obtain Initial Buy In

Establish the Baseline Process & Architecture Improvements

Assessment & Baseline *

DevelopRoadmap & High level

Business Case

* Where we identify the “What” that needs to be accomplished based upon the actual current enterprise operational environment, Customer data and Customer interaction

Enterprise Approach

Stakeholder Management

Roadmap & Business Case

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Customer Centric Strategic Approach

During tougher economic times, making a business case for the value of customer experience is more important than ever. That's why our approach to the Customer Contact Experience assessment is designed to help you prove the dollars and cents value of great customer-centered design.

We start with a current business enterprise assessmentWe work with you to provide a first cut at a Customer Centric StrategyWe develop a specific Strategy Roadmap for your business designed to

achieve the end state goals The Strategy Roadmap defines the key business alignment areas, provides

key objectives and provides the start of what needs to be measured at what level

The Roadmap clearly and visually depicts the specific cause and effect links to achieve these goals

Develop a high level Business Case with benefits to support the Roadmap

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The Focal Point for Our Approach & Success is Customer Data & Knowledge

Wha

t are

the

mos

t valu

able

cust

omer

seg

men

ts? W

hat the cost to serve service each customer segm

ent?

Wha

t are

the

cust

omer

’s ne

eds,

prio

ritie

s, a

nd p

urch

ase

crite

ria?

Wha

t will

influe

nce

the

beha

vior o

f the

se c

usto

mer

s?

Why do your custom

ers contact you?W

hat does the current total interaction feel like to the customer?

Mar

ketin

g & S

ales Custom

er Service

What are the key cost drivers influencing m

y unit cost per contact?

Wha

t is

the

expe

cted

life

time

valu

e of

my

cust

omer

s?

Wha

t is

my

unit

cost

per

sal

e?

?

Why do our customer’s leave to competitors?

What opportunities do we have to provide self-service options to our customers?

Do we capture key data and information on our customers? And do we do it at each customer contact point?

What % of the time does my Customer receive a “perfect order”?

We can help you answer these!

Business Intel

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Critical People, Process and Technology Questions We Must Address

How well do we satisfy our customer’s requirements?How quickly do we respond to new business events?How repeatable are the work steps we have?How well have we assigned process ownership and Accountability?How well do our employees work together managing change?How do we measure, manage and correct these processes?How well do our systems help us with all of the above?

Customer facing organizations need to continue to adapt, measure & improve

OperationalElements

Customer Service Metrics

SLAsFinancial

People

Process Technology

Cus

tom

er D

ata

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Getting Started

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Specific Deliverables from PG Customer Contact Strategy Assessment Engagement

Providing a complete listing of in scope business areas/processes and key sub-processes

Identification of recommended key improvements to the areas related above

Quick Hits listing and description Identifying high level description of benefits to be realized for an

engagement to document PP processes A KPI/metrics assessment & recommendations for enhancement A Customer Contact Strategy Roadmap A high level architectural solution platform with Roadmap A high level Business Case with TCO and ROI* A summary Project Plan for Roadmap Next Steps - execution A PG SOW for any Next Step engagements

Total Cost of Ownership and Return on Investment

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Contact us

Phone – +1-508-553-9008 or 973-795-2232 x104Email – customercrm@principlesgroup.com Web – www.principlesgroups.com

We want to hear from you!