This is the ppt used on the Microsoft Dynamics CRM Launch Event in Luxembourg. PwC Director Serge Hanssens as a Speaker. ABOUT US: Nerea is a Microsoft Certified Partner, offers IT Consulting Services specialize in Customer Relationship Management, using Microsoft Dynamics CRM solution. Nerea have offices in Belgium, Luxembourg and France.For the last 10 years has been observing, analyzing, and commenting the market of coorporate relationship management (xRM). Our recognised expertise allow us to adivise and implement the most suited technologies with our customer. Email : info@nerea.com Website: http://www.nerea.com

1. CRM becomes XRM www.pwc.com/lu March 17th, 2011 Serge HANSSENS Advisory - Director

2. Agenda Introduction C becomes X M stands for Media Conclusions 2

3. There is nothing permanent except change (Heraclitus) “People are very open-minded about new things. As long as they are exactly like the old one”. Charles Kettering Inventor (1876-1958) 3

4. Introduction 4

5. Introduction “We will be drowning in information and starved of knowledge” John NAISBITT (1982) 5

6. Introduction 6 “ We produce today a volume of data in two days that is equivalent to what humanity has produced until 2003 ” Thierry BRETON ATOS “ The volume of data will be multiplied by 6 every two years and by 50 for the corporate data ” Dave EVANS Cisco

7. Introduction 7 Web 1.0 Web 2.0

8. Introduction 8

9. Introduction 9

10. Introduction 10

11. Introduction 11

12. Introduction 12

13. Introduction 13

14. C becomes X Tell me how you manage these relationships and we will tell you how successful you are ! Company X Clients Suppliers Partners Employees Public Authorities Shareholders 14

16. Profits generation/pricing

17. Organizations

18. Processes & IT

20. M becomes Media 17 Creative social networking: sales and marketing example Last year, Hyatt introduced a virtual concierge service on Twitter –#HyattConcierge – on which the company’s staff answers questions 24/7. The best part: Travelers save time, instead of chasing information; the answer is waiting for you on Twitter. Creative social networking: complaints management example Mr Norman Boulanger is ordering a capuccino in Montreal Nepresso shop. He is not happy with Nespresso because he had to wait 30 minutes for his coffee. He complains on Nespresso Twitter – few minutes later, the shop manager came to him for expressing his deep excuses. He just received a call from Switzerland…

21. M becomes Media 18 Creative social networking: customer targeting Godiva Chocolatier created a private, invitation-only community so Godiva could better understand its chocolate consumers. The community led Godiva to create an affordable product line, individually wrapped chocolates called Gems, and sell them in a new channel, grocery and drug stores. Gems was the biggest global launch ever for Godiva, ringing up $35 million on a product that may reach 10% of the company’s worldwide sales in its first year. Creative social networking: customer collaboration National Instruments has adopted the notion of co-innovation with customers for its LabVIEW product, leveraging its online presence to get product ideas. LabVIEW Idea Exchange is a product feedback forum where users can submit and vote on features concerning topics like user interface enhancements and hardware integration. The NI Labs virtual research center showcases new technologies that aren’t quite ready for release but are ready for comment.

23. It could provide a significant competitive advantage.

25. Serge HANSSENS – Advisory – Director +352 49 48 48 2189 serge.hanssens@lu.pwc.com