Marketers turn to CRM systems to manage large volume, complex data sets and take advantage of the rich data at their disposal to drive relevant marketing programs. CRM systems are great for managing customer data, campaign automation flow and tracking interactions with customers, but are they ideal for delivering high-volume email marketing campaigns? Hear Forrester CRM Analyst Suresh Vittal present an in-depth look at the changing world of CRM, the need for sophisticated campaign execution functionality, and how marketers can now seamlessly leverage the data in SAP CRM with a best-in-class email marketing system. Learn how your marketing team can benefit from bi-directional data integration, improving email marketing campaign performance while saving a significant amount of time and resources. Key things you will learn: • How email is changing the world of CRM. • The power of integrating best-in-class email marketing with CRM to strengthen customer relationships and drive revenue. • Strategies for leveraging your CRM data in email campaigns. • How to send millions of dynamic emails reliably and effectively. • How you can achieve email deliverability above 95%.

4. #SAPemail Cross-Channel Campaign Management Trends Suresh Vittal Principal Analyst Forrester Research May 12, 2010

5. Cross-channel campaign management (CCCM) is evolving but still poses several challenges for vendors and marketers. #SAPemail

7. CCCM solutions integrate inbound and outbound marketing programs Source: April 2009 “Campaign Management Needs A Reboot” #SAPemail

8. They serve varying database sizes and messaging volumes #SAPemail

11. Marketers are looking for a long-term partnership… #SAPemail

12. … but they are staying put because of cost #SAPemail

13. Integration and cost are top concerns in vendor selection… #SAPemail

15. Email still dominates delivery, with social media trailing behind #SAPemail

16. And few integrate with social media #SAPemail

20. Coordination across channels and measurement puzzle marketers most #SAPemail

25. SAP Changes Segmentation using In-Memory Technology © SAP 2010 / Highly Intuitive Visual Interface In-memory Analytics Canned Reports Query Cache Summary Tables Database SAP In-Memory Segmentation Performance Data Re-usability Provides the Ability for Marketer to Find the Needles In the Haystack ! #SAPemail

27. What Does It Take To Build a Successful Loyalty Management Program? Decide Understand Plan Do it External Data Business Warehouse Customer Segment Analysis Marketing Planning Loyalty Management Customer Interaction Channels Profitable & Loyal customers Phone, Sales Agents, Web, Email, Direct, Fax, Mobile, Social Networking #SAPemail

28. Proprietary and Confidential | What are marketers looking for in a campaign management system? What are marketers looking for in a campaign management system? #SAPemail

31. Scale: Integrate Directly with SAP CRM & Applications Proprietary and Confidential | #SAPemail

32. The Lowest Total Cost of Ownership of Any Tier 1 Solution Proprietary and Confidential | Saved $3.5 Million over 3 years by moving from Epsilon to StrongMail #SAPemail

34. Delivering Relevant Content is Highly Effective #SAPemail

35. Relevancy is Still Underutilized #SAPemail

37. Email Delivery Can Be a Headache #SAPemail

38. StrongMail Streamlines Email Delivery Proprietary and Confidential | #SAPemail

39. StrongMail Offers Complete Visibility into Failures Proprietary and Confidential | #SAPemail

41. Thank you! Suresh Vittal VP & Principal Analyst Forrester Research +1 (617) 613.6097 [email_address] Twitter: @sureshvittal Ryan Deutsch VP of Emerging Media StrongMail +1 (650) 421-7124 [email_address] Twitter: @rdeutsch Sunil Dixit Sr. Director, Product CRM Mktg SAP +1 (650) 687-2585 [email_address]