1. De waarde van een geïntegreerd klantbeeld Peter van Overveld / Arco Schenkel Amsterdam, 22 januari 2009

3. Visie op de Markt Optimale business en IT flexibiliteit in netwerkomgeving Product gerichte organisatie (Silo) Klantgerichte ketens (Kop-Staart) De toekomstige organisatie maakt gebruik van herbruikbare processen en modulen die optimale flexibiliteit aan de klant bieden en uiterst efficiënt zijn in productie. Product gerichte IT Gestandaardiseerde technologie Gestandaardiseerde processen & data Optimale business en IT flexibiliteit Richting klantgericht Scheiding Front-, Mid- en Backoffice Klant centraal Stap 1 Stap 2 Stap 3 Stap 4

4. Visie Atos Consulting Customer Output Delivery Channels Service Delivery Channels Corporate Staff & Support Functions Factory Klant staat centraal in alle “lagen” Relationship and Product Management Corporate Staff & Support Functions Performance Management IT HR Finance Legal Relationship and Product Management Label C Label B Label A Channel 2 Channel 1 Channel 3 Channel 4 Sales Product Configuration CRM Distribution Management Provider mgt Knowledge mgt Archive Phone Fax Email Mail Internet B2B Other Phone Fax Email Mail Internet B2B Other Factory Business Architecture Product Process Organisation IT Architecture Information Application Infrastructure Banking Product lifecycle Banking: Processing and Management Insurance Product lifecycle Insurance: Processing and Management

5. Visie Atos Consulting Customer Output Delivery Channels Service Delivery Channels Corporate Staff & Support Functions Factory Klant staat centraal in alle “lagen” Corporate Staff & Support Functions Performance Management IT HR Finance Legal Relationship and Product Management Label C Label B Label A Channel 2 Channel 1 Channel 3 Channel 4 Sales Product Configuration CRM Distribution Management Provider mgt Knowledge mgt Archive Phone Fax Email Mail Internet B2B Other Phone Fax Email Mail Internet B2B Other Factory Business Architecture Product Process Organisation IT Architecture Information Application Infrastructure Banking Product lifecycle Banking: Processing and Management Insurance Product lifecycle Insurance: Processing and Management

6. Visie Atos Consulting Customer Output Delivery Channels Service Delivery Channels Corporate Staff & Support Functions Klant staat centraal in alle “lagen” Relationship and Product Management Factory Corporate Staff & Support Functions Performance Management IT HR Finance Legal Relationship and Product Management Label C Label B Label A Channel 2 Channel 1 Channel 3 Channel 4 Sales Product Configuration CRM Distribution Management Provider mgt Knowledge mgt Archive Phone Fax Email Mail Internet B2B Other Phone Fax Email Mail Internet B2B Other Business Architecture Product Process Organisation IT Architecture Information Application Infrastructure Product Y Product lifecycle Y: Processing and Management Product X Product lifecycle X: Processing and Management

7. Visie Atos Consulting Customer Output Delivery Channels Service Delivery Channels Corporate Staff & Support Functions IT HR Finance Legal Factory Klant staat centraal in alle “lagen” Relationship and Product Management Performance Management Relationship and Product Management Label C Label B Label A Channel 2 Channel 1 Channel 3 Channel 4 Sales Product Configuration CRM Distribution Management Provider mgt Knowledge mgt Archive Phone Fax Email Mail Internet B2B Other Phone Fax Email Mail Internet B2B Other Factory Business Architecture Product Process Organisation IT Architecture Information Application Infrastructure Banking Product lifecycle Banking: Processing and Management Insurance Product lifecycle Insurance: Processing and Management

10. Waarom is er nog geen klantbeeld?

11. Wat is de oplossing?

12. Wat komt er bij kijken…. Technology Base Business Services & Governance Performance & Scalability Data Model Integration & Synchronization Information Quality

15. Case: Benefits (1) Kwantitatief Verlaging van opslagkosten Verlaging van archiveringskosten Verlaging van bezorgkosten Geordende klantdata Directe toegankelijkheid Tijd en plaats onafhankelijke toegang Digitalisering van proces Kwalitatief Verandering marketing & sales processen

16. Case: Benefits (2) Sneller zoeken in het callcenter Besparing van € 165.000 Verhoging van transactiesnelheid Verlaging van responstijd Vermindering van wachttijd Besparing van 3 FTE Verhoging van de klant- tevredenheid Kosten besparing Benefits Verandering prolongatie per jaar; Overzicht per klant Maandbetaling/ auto incasso

18. For more information please contact: Peter van Overveld t +31 (0) 88 265 8387 m +31 (0)6 30 315 754 [email_address] Atos Consulting Papendorpseweg 93C 3528 BJ Utrecht www.atosconsulting.com

19. Best practices Data Governance and Data Management organisation Metadata Management Master data processes Data Quality

20. Architectural styles CDI Hub (Gartner) Analytical Focus Operational Focus Act as system of record to support transactional activity For harmonization across databases and for central reference Mainly for real-time central reference For reporting, analysis and central reporting Suitability X - (Authoring remains distributed) - (Authoring remains distributed) - (Authoring remains distributed) Central Authoring X X X (Dynamic) - Published view X (up-to-data ) X (Not guaranteed up-to-date) - (only cross reference Index to source records) X (Not up-to-date) Storage Golden Record (consolidated view of master data) Transaction style Coexistence style Registry style Consolidation style