1. Creating a Customer Centric Enterprise Mark Newhall , Corporate Express Randy Rodriguez, GMAC Mortgage Eric Gist , Accenture Track: Large Enterprise Deployments

3. Mark Newhall Vice President Customer Care / Quality Systems [email_address]

10. Randy Rodriguez Vice President [email_address]

18. Eric Gist [email_address] Sales Enablement Practice Lead

22. Many organizations have adopted highly successful differentiating capabilities to become customer-centric Building a superior offer with deep data insights from a Rewards Program Delivering an innovative & branded customer experience Reinventing the brand by focusing on quality despite decades of poor customer perception Imprinting a culture and value system. Starbucks achieved employee turnover of 60% compared to industry average of 150% Branded Customer Experience Deep Customer Insight Services Bundling Excellence in Employees Brand Re-Invention Focusing relentlessly on value for customers Value People with bundles are 10% less likely to switch carriers in search of a better deal.

23. Our study revealed the strongest factors that customers say will drive them to be more loyal But what do companies have to do to meet those needs? Source: Accenture’s 2005 Loyalty Study of 2010 consumers in the US and UK Create differentiation Excel on core competence Listen and understand Surprise and Delight Recognize and Reward Understand Customers Needs Better Innovate

25. Customer Centricity Framework Customer Advocacy Customer Loyalty Customer Satisfaction Employee Engagement Employee Satisfaction Enablers “ right tools” Compelling Value Proposition Strategy “ right action” Customer Experience Execution “ right delivery” Measurement “ right measure” “ right customer” Insight “ to drive”

26. MARK NEWHALL Vice President Customer Care/Quality Systems RANDY RODRIGUEZ Vice President ERIC GIST CINDY WARNER Senior Vice President Global Integration Services Salesforce.com Moderated By: Sales Enablement Practice Lead QUESTION & ANSWER SESSION