Measure What Matters in the Relationship Age

Fall 2012

To Compete on Unique Relationships

Gain Sustainable Competitive Advantage

Informed byThe Religence Framework for CRI

Customer Relationship IntelligenceCommunity Relationship Intelligence

©2012 Religence®, Registered USPTO, Patent Number US 7,526,434

Information Age morphing into

Dilemma:

morphing into

Relationship Age, business processes stuck in

Industrial Age!

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Transform the Enterprise…

operationalize Social Business.

Relationship Age Opportunities

Make sense of the data -- measure what matters for business results.

Get closer to customers. Innovate.

CRI can help YOU lead this BIG change.

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Corporate Strategy

CRIINTEGRATES ALL FUNCTIONS

MA

RK

ET

ING

SA

LE

S

SE

RV

ICE

S

Stakeholder Value Creation

Social CRI

Customers / Prospects / Suspects

Employees / Partners / Suppliers

Influencers / Interested Parties

Unifying CRI Framework

Consistent Metrics, and Deliberate, Systematic Process

From Communities to the Enterprise

e-CRI

CRI Segments YouTube

Social Media Wild, Wild West Rules

Segments

Social CRI Communities

Twitter

YouTube

Facebook

PinterestLinkedIn

Google+

Social Business Shifts the Focus from: Company & Product to Customers

to Backward Looking Forward Looking

Innovation to Meet Customer’s Real-Time Expectations

Measure with our Patented Relationship Development Process for

Real-Time Operational CRI:

RISK ADVANTAGE

Real-Time Operational CRI:

• Manage looking forward with Relationship Value,

a leading indicator for profit.

• Decide based on Variable Interaction Costs tied to

individual customers instead of allocation or headcount.

• Rely on what individual people actually DO (Interactions)

not on aggregated trends (what people SAY they’ll do).

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BreakthroughRelationship Value Metric

RV

Measures Effect in Relationship Cause-and-Effect.

Numeric Proxy for Interactions.

Elegant.

© 2012 Religence®, Reg. US PTO, Pat.# US 7,526,434

• KPI for Relationship Development

• Leading Indicator for Profit and Satisfaction

The Missing Metric

RV

Real-Time Operational Control for Frontline Staff and Managers:

Results Based on Real-Time Operational Data:

• What is happening right now with individual customers? At what cost? For what effect?

• How does the customer experience

compare to previous successful patterns? Real-Time

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compare to previous successful patterns?

• What is best to do next to develop the customer relationship?

• What is the most profitable action to take?

• How well is this strategy working in real time?

Real-TimeDynamic Patterns

Real-TimeDecisions

Strategic Operational Control for Executives:

Results Based on Real-Time Operational Data Tied to Individual Contacts and Real-Time Profit:

• Where are you making more money?

• Are you growing high-value customers?

• Are Communities making a difference?

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• Are Communities making a difference?

• How well are you driving profit and satisfaction?

• How can you achieve sustainable competitive advantage?

• How can you repeat success?

• Where should you focus next?

Real-TimeDynamic Patterns

Real-TimeDecisions

Real-TimeProfit Results

$

RV-Q:A Quick Way toCompete onRelationships

RV

Strategic, operational guidance for executives while back-testing to validate RV as a leading indicator.

™

© 2012 Religence®, Reg. US PTO, Pat.# US 7,526,434

• KPI for Relationship Development

• Leading Indicator for Profit and Satisfaction

How well does what people DO, quantified by RV-Q, correlate to what people SAY…for Innovation, for Satisfaction?

RV

RV-Q Pilots: Is RV a Leading Indicator?

Is Your Next New Thing, the Right New Thing?Step One: Gather product and process innovation ideas from top priority customers using Enterprise Feedback Management Tools. Identify lead users as

well as other internal and external key players.

Step Two: Develop pro forma high-level Customer Relationship Process model of ~ 100 major Interactions and some 30 associated Voice of the Customer

Interactions. Determine what data is available to support it.

Step Three: Identify critical process gaps. Map the customer experience to

™

Step Three: Identify critical process gaps. Map the customer experience to understand Customer Value. Innovate incremental and breakthrough change.

Step Four: Configure the pro forma model’s major Interactions with Relationship

Value and Variable Interaction Costs. Correlate to actual historical Interaction Record of customers. Demonstrate the efficacy of RV as a leading indicator.

Step Five: Track RV-Q and what people DO going forward with a Social CRI

�CRI (Customer Relationship Intelligence) Tracking System. Facilitate a new, breakthrough Innovation Community with lead users/ key players at its core.

Open new relationships with existing customers. Open new customer segments.

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Unifying CRI FRAMEWORK for

Operational Control and Profit

Operational Social CRI�CRI Tracking System

Op

era

tion

al W

ork

flow

:P

RO

CE

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Co

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over C

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ifecycle

Analytical Tools Mashup Real-Time CRI Data with Enterprise Financial Data

Relationship METRICS

Relationship Value KPIPATTERNS

SocialMedia

MarketingAutomation

(AcquisitionPLUS

Retention)

CRMCustomer

Relationship Management

(Closing)

(Formerly Sales

Force Automation)

Op

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tion

al W

ork

flow

:P

RO

CE

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Co

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over C

usto

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ifecycle

On

line C

om

mu

nitie

s

Cu

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xp

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nce

Man

ag

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en

t (CE

M)

Enterprise Applications

©2009 Religence®, Registered USPTO, Patent Number US 7,526,434

RV-Q Pilot Project: A quick way to compete on relationships. Strategic, operational

guidance for executives while back-testing to validate

Relationship Value as a leading indicator for profit and satisfaction.

RV-Q Innovation Initiatives:

Will Marketing Lead?

RV-Q Innovation Initiatives:Take a customer point of view for Relationship Age Innovation.

Map and track the customer experience to compete on relationships.

Operational CRI Retention Initiative:Compete on unique relationships, tied to profit. Start with Retention

where the MONEY is. Collaborate with Sales/ Service/ Finance to leverage Stakeholder Community relationships for growth.

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Executive Briefings and Workshops

1. Start CRI with Retention: The MONEY Is in Retention2. Social CRI: A Community Approach to Win 2. Social CRI: A Community Approach to Win

in the Social Media Wild, Wild West3. Stakeholder Communities: A New Source of POWER and Innovation4. Measure Social Business with CRI: for Real-Time Management/

Operational Control/ Profit 5. Measure Strategy Execution with CRI: to Compete on Relationships6. Measure Value Creation with CRI: for Long-Term Success 7. Anticipate What Customers Experience: with Value Creation Mapping 8. The Missing Metric: Relationship Value Breakthrough9. CRI: Customer Fundamentals to Thrive Anytime

Why Religence? 1. We know how to measure Social Business for value creation--

how to make sense of the chaotic crush of relationship Interaction data …how to distill the relationship gold, to tie it to business results. data …how to distill the relationship gold, to tie it to business results.

2. Seminal, foundational CRI Patent for the Relationship Age.3. CRI Framework for Real-Time Operational CRI.4. Seasoned, innovative team to collaborate with you.5. Thought leadership—CRI Book, global recognition with top

ranking in McKinsey-HBR Management Innovation Challenge .

Let’s Do It…Contact our CEO directly: Linda Sharp (415) 771-7473 Linda.Sharp@Religence.com

2090 Green Street * San Francisco CA 94123

www.religence.com©2012 Religence®, Registered USPTO, Patent Number US 7,526,434