1. How to Drive a Large Scale Global Deployment Phil Barker, SVP, Chief Adoption Officer Steve Schlabs, VP, Global Enterprise Accounts Sam Loveland, Director, Global Enterprise Accounts Track: Large Enterprise Deployments

3. We’ve Had Great Teachers! ~4,500 Subscribers ~7,500 Subscribers ~5,000 Subscribers 3,900 Subscribers Enterprise Standard ~ 1,500 Subscribers ~ 5,000 Subscribers ~ 2,800 Subscribers ~ 6,700 Subscribers ~1,700 Subscribers ~ 5,200 Subscribers ~1,000 Subscribers

7. What are your CRM business objectives? Source: Europe Gartner end user survey. N=344, October 2004 From “Predicts 2005: How CRM Will Help to Grow Revenue Again”, Jan. 7, 2005. 0 50 100 150 200 250 Other Reduce sales costs Increase profit margins opportunities Increase sales revenues Increase customer loyalty Increase customer retention Increase customer satisfaction Enhance cross/up-sell Acquire new customers Reduce service costs Increase profit per customer Revenue Enhancement Cost Reduction Number of Responses Customer Loyalty & Satisfaction

10. Sample Business Case Total Benefits in $$$ Sample Data

14. Roadmap that Supports CRM Strategy High concurrency, incremental functional phases

16. Operating Model – Center of Excellence the core team

17. Change Management: Integration with Business Units Building a network of user champions, local ownership

29. Support + Administration Structure & Process Option 1 – Centralize Application Management

30. Support + Administration Structure & Process Option 2 – Regionalize Application Management

31. Q&A