the impact of privacy on hp’s customer relationship management solution mike overly vice...
TRANSCRIPT
The Impact of Privacy on HP’s Customer Relationship ManagementSolution
Mike OverlyVice President, Marketing
© 2003 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice
hp
page 2September 16th Version
HP today… 4Q segment revenue percentage*
PersonalSystems
30.1%
Imaging& Printing
31.2%
EnterpriseSystems
20.6%
HP Services
16.1%HPFS
2.0%
$4.1B2% growth
#1 in servers#1 in storage
ESG ‘every business, every region’
ESG ‘every business, every region’
$6.1B 19% growthgrew faster than US market (IDC)
PSG‘execution and innovation’
$3.2B5% growth
#3 worldwide IT service provider
HPS ‘on demand capabilities’
HPS ‘on demand capabilities’
$6.2B 11% growth industry leader
IPG‘record performance’
Source: HP Security Analyst Meeting, 12/09/2003
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HP Strategy: Reliable innovation at a price our customers can afford, delivered with an experience that sets us apart.
Accelerate growth
Simplify our organization for speed and effectiveness
Enhance customer focus
Low-costH
igh-
tech
Best customer experience
HP’s CRM ObjectiveDramatically simplify our global business CRM ecosystem to:
•Deliver an improved, consistent customer experience;•Increase sales and accelerate revenue growth;
•Improve organizational agility and effectiveness;•Reduce cost-to-serve.
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Cu
sto
mer
Kn
ow
led
ge
Man
ag
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en
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CRM Vision
Provide business customers
an industry-leading experience
HP’s global CRM framework: our vision, approach & focus
Lead
Man
ag
em
en
t
Contact Centers
Outside Sales
Marketing
CRM Global Capability Framework
Approach
Build a cohesive, integrated CRM
ecosystem to turn basic data into rich customer insight
(see, know, anticipate)
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Business drivers for promoting privacy
employee
• Minimizes risk of compliance breach or regulatory investigation and costs
• Builds the brand
• Enhances consumer and employee trust
• Reinforces global citizenship
customer
community
shareholder
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Highlighting leadership
HP Sponsored Privacy Innovation Award
First Awards given to E-Bay and Alberta CIO in October 2003
Recent Privacy Awards given to HP#1 among 100 U.S. companies for online customer respect
and experience, July 2003 Customer Respect Group
#1 for online customer respect, High Technology Sector,
April 2004 and April 2003 Customer Respect Group
Among top 3, Fortune 100 Privacy Leaders, June 2003 Computerworld Magazine
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Current Privacy Environment
• Customers – Expect robust privacy policies and compliance practices when they give their personal data to HP. Emerging requirement in customer bids & managed services.
• Competitors – Many are investing in and using privacy as a competitive differentiator, while others ignore the issue at their risk.
• Employees – Expect strong privacy protections, especially in EMEA.
• Government Regulators – Enforcement actions are increasing globally; we have legal obligations through our participation in Safe Harbor. Mistrust of pervasive use of technologies driving increased level of local and national regulations.
• NGOs – Privacy viewed as human rights/civil rights issue in many parts of the world. Advocates and NGOs are knowledgeable, organized, drive press coverage, enforcement actions, and are well connected to regulators.
• Press – Media is consistently pro-privacy and assume worst of business’ motives.
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Global Privacy Policy Framework
Standards of Business Conduct
Master Global Policies(Safe Harbor)
Implementation Standardsand Tools
ComplianceManagement
Training and Communication
Values
Privacy RulebookSelf Assessment ToolsSpecialized Training
IT and Business Process checklistContractual devices & model clauses
PrinciplesCustomer PolicyEmployee Policy
Risk AssessmentWeb monitoring
Internal Audit FrameworkMeasure & Report
Review & Remediation
Ben
chm
arki
ng
Design for Privacy
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