customer data - the missing link to strategic success (keynote bruno segers at mdm seminar 17th of...
DESCRIPTION
Keynote Bruno Segers at "Customer Data: The Missing Link to Strategic Success" (MDM Seminar 17th of May 2011)TRANSCRIPT
APRIL 10, 2023 | SLIDE 1
APRIL 10, 2023 | SLIDE 2
www.realdolmen.com
Customer DataThe Missing Link to Strategic Success
Customer Data Forum 17/5/2011
Bruno Segers
Chief Executive Officer
APRIL 10, 2023 | SLIDE 3
March 2010Gores sells participation to QuaeroQ and Institutionals
1999Listing on EuroNext Brussels
1997Listing on EuroNext Brussels
2007€75 mio convertible bond Acquisition Axias
1986Start of Real Software NV
2007 - 2008Growth and return to sound operations
2004Acquisition JConsults
September 2008Merger
2007Acquisition NEC Philips
1982Start of Dolmen NV out of Colruyt IT department
2004 – 2007RestructuringEstablishing solid platform for growth
2001 – 2004Distressed situationInvestment by Gores
HISTORY
APRIL 10, 2023 | SLIDE 4
A CLEAR VISION AND MISSION
Vision: To be the reference in the local market for integrated solutions supporting the complete ICT-lifecycle. Reference: be the preferred & trusted choice for customers,
partners and employees Local: proximity to our customers in the Benelux and France Integrated solutions: complete ICT offering covering the full
lifecycle, including infrastructure, applications and communications
Complete ICT-lifecycle: supporting all plan-build-operate activities
Mission: We make ICT work for your business.
APRIL 10, 2023 | SLIDE 5
A BROAD SINGLE-SOURCE OFFERING
Infrastructure Products
Business Solutions
Professional Services
Service Oriented Architecture Unified Communications Supply Chain Mgmt CAD/GIS Mobility Enterprise Asset Mgmt Clinical Trial Mgmt Systems
Development Outsourcing Managed Services Project Management Training Services Business Process
Management
Data Center Front-end Networking
IP Communications Voice Over IP Security
Turnkey Solutions Enterprise Resource
Planning Customer Relationship
Management Business Intelligence ECM/WCM Web Solutions
Networking Testing Support & Helpdesk Security Enterprise Application Integration Service Oriented Architecture
Solutions built with own software or on top of 3rd party platforms. In this area we sell services and products (such as 3rd party software or own IP) under the form of licenses.
Encompasses services (both development and infrastructure competences) and products (own IP under the form of courseware, development methodologies, project management methodologies, building blocks, etc).
Hardware products and software licenses
APRIL 10, 2023 | SLIDE 6
Business Applications Enterprise Solutions Professional Services
Applications Enterprise Communications Infrastructure Solutions
DELIVERING AND REPORTING THE OFFERING
Breakdown in 5 business domains
Infrastructure Products
Business Solutions
Professional Services
Business Applications Enterprise Solutions
Professional Services Applications Enterprise Communications Services Infrastructure Solutions Services
Enterprise Communications Products Infrastructure Solutions Products
APRIL 10, 2023 | SLIDE 7
DELIVERING THE OFFERING
Operations
Finance
HR
IT
Strategic Framework
Enterprise Solutions
CRM
BI
ECM
WEM
GIS
Business Applications
ERP
EAM
HRM
Professional Services
Applications
Microsoft
Java
Oracle
Legacy
Project mgt services
Infrastructure Solutions
Managed services
Datacenter solutions
Front-end solutions
Hardware & software proc.
Enterprise Communications
Unified Communications
Security
Customeres
Public GeneralIndustry
Logistics & Distribution
Energy & Media & Telecom
Pharma & Biotech. Services Healthcare
Sales
Marketing
CTMS
PrivateBankingNetworking
MDM
APRIL 10, 2023 | SLIDE 8
Vision
KPIs
To be the reference in the local market for integrated solutions supporting the complete ICT-lifecycle
We make ICT work for your business
Mission• Key KPI’s
• Organic• Acquisitions
Top LevelMeasures
Quality Solutions
To be the reference in planning, building and operating reliable ICT processes and solutions
World Class Sales
To become the market leading provider of integrated IT Solutions through a sales organization capable of overseeing the entire ICT needs of its clients.
Excellence in Execution
Develop an agile, cost effective and efficient structure
Employer of Choice
To develop a scalable, continuous learning organisation geared towards growth in a sustainable way
Strategic Objectives
Platform for Growth
To build a corporate platform to thrive towards double digit growth and market leading profitability
MEASURING THE EXECUTION
APRIL 10, 2023 | SLIDE 9
SALES & MARKETING HAS 4 STRATEGIC DOMAINS
Market segmentationGoals Define the addressable market Where to reach the highest efficiency Return on account 1 Company market view
Results More new customers Higher customer satisfaction
Customer segmentation
Goals Determine relevance of RD for a customer Bring the right message to the right audience 1 Company view on a customer
Results Cross selling Choose the white spots Leverage Account Manager / Solution Sales roles
Crystal ball: ICT Maturity Matrix/Customer profiling
AC D
B
E F
Opportunity management ForecastGoals End to end bid process Optimisation of presales 1 Company view on an opportunity
Results Win ratio Value deals Large deals (>€5 m)
Goals Predictable Proactivity vs goals End to end (management – individual) 1 Company view on the future numbers
Results Overachieve
APRIL 10, 2023 | SLIDE 10
Named Account Cross-selling Dashboard
/ 5,00
Cross Selling Index Domain Churn
Revenue per domain combo # customers per domain combo
Total Revenue From Named Accounts
€
# Named Accounts with Rev >0
CUSTOMERS OF 1 domain 2 domains 3 domains 4 domains 5 domains
Customers with Domain Churn
APRIL 10, 2023 | SLIDE 11
SUMMARY
3 years after the merger We report the most strategic KPIs Quarter-by-quarter Looking back & looking forward In a very consistent way
APRIL 10, 2023 | SLIDE 12
THANK YOU
For more information:visit our website WWW.REALDOLMEN.COM
Follow us on:
This presentation is available on:
Or scan this QR code with your Smartphone to immediately go to the website