Kiwi Rail Behavioural Socialisation Deck V2 6 4 10

03-23-05

page 1 • Intilecta Confidential

KiwiRail Behavioural Socialisation DeckKiwiRail Behavioural Socialisation DeckIntroduction to new practises and behaviours for making CRM work

April 2010

KiwiRail Behavioural Socialisation Deck April 2010

BUSINESS CHALLENGE/

FRUSTRATION

DESIREDBEHAVIOUR

DESIGNWARELEVERS

BUSINESS OBJECTIVE/DRIVER/

BENEFIT

Improve Salesforce Efficiency

& Effectiveness

Contacts Lever

Capture/Edit contact details once & share

across the organisation

Customer contact information is not

recorded or shared

Behavioural Map – Lever ScopeBehavioural Map – Lever Scope

Few employees understand impact of their actions on

the broader relationship with

the Client

Appointments Lever

Calendar LeverRecord the basic sales activity &

dialogue associated with the Customer

Provide context of for each

interaction across KiwiRail with the

Customer

Sales interactions are not recorded,

shared or leveraged to drive collaboration and cooperation at the customer interface

Account StructureLever

Coordinate Client interactions across

the organisation

Email Lever

Client Emails Lever

Pipeline Lever

Grow Client Share of Wallet

Drive pipeline visibility, accuracy & accountability

Selling focus at the coalface can be

improved


Mobile Phone

Diary/Planner

CRM System(Contacts)

PDA/Smartphone

Chances are you use a combination of these locations with varying levels of accurate client contact data ending up in the CRM System

Where do you keep your contacts today?Where do you keep your contacts today?

MicrosoftOutlook

‘Contacts’ folder


Why not make CRM work the way you do?Why not make CRM work the way you do?Full Client Contact Address Book (fed to/from the CRM system). Now you can take contact information with you wherever you go

Search for any person, company or email address and find the latest contact information

The key contact fields from the CRM system are easy to access


Seamless Contact Management that works the way you doSeamless Contact Management that works the way you do

CRM System Business Contacts can be managed directly in Outlook

Which allows you to take contacts with you


Internal Meetings/Briefings

Diary/Planner CRM System(Tasks)

Chances are you use a combination of these locations and techniques with varying levels of accurate client visit data ending up in the CRM system

How do we coordinate our Client Visits today?How do we coordinate our Client Visits today?

MicrosoftOutlook(Calendar


Seamless Appointment ManagementSeamless Appointment Management

Colouring allows you to manage business & personal appointments

Ability to ‘link’ appointments to Clients & Opportunities

Which allows you to take Appointments with you

...and automatically updates the CRM system with all details


Capturing individual email exchanges with Capturing individual email exchanges with the Client for the benefit of playing back to the Client for the benefit of playing back to

the entire KiwiRail Sales organisationthe entire KiwiRail Sales organisation


Tagging individual KiwiRail/Client email exchanges…Tagging individual KiwiRail/Client email exchanges…

Within Outlook users have the ability to ‘tag’ an email to a client

Users tag to Clients based on

Sales Accountabilities


……for the benefit of playback before engaging Clientsfor the benefit of playback before engaging Clients

Complete playback of all Emails tagged in each

person’s Inbox – displayed together for each Client (the

left hand now knows what the right hand is doing!

View key emails


Understanding KiwiRail’s go-to-market Understanding KiwiRail’s go-to-market representation model and how to manage representation model and how to manage

Client representation within a matrix Client representation within a matrix organizationorganization


Leverage built up Intimate Client knowledge…Leverage built up Intimate Client knowledge…

‘Levers’ that leverage data from the CRM system and

allow you to collaborate in the context of each Client


Understanding Sales AccountabilitiesUnderstanding Sales Accountabilities

Parent-Child Client hierarchy & sales accountabilities


Understanding Sales AccountabilitiesUnderstanding Sales Accountabilities

Who is in ‘Team KiwiRail’?


Driving improvements in data integrity…Driving improvements in data integrity…

By making data easy for people to see and use, the willingness

to get the data right is high


Coordinating our Selling & A/C Mgmt ActivityCoordinating our Selling & A/C Mgmt Activity

Complete playback of all Appointments tagged in each person’s calendar – displayed

together for each Client (the left hand now knows what the right

hand is doing!

View Appointments by individual opportunities


Driving Pipeline Speed and AccuracyDriving Pipeline Speed and Accuracy

Using Appointment Activity to drive

accuracy in opportunity

forecasting and sales process

alignment

View CRM Opportunities


Driving Pipeline Speed and AccuracyDriving Pipeline Speed and Accuracy

Pipeline speed and health

03-23-05

page 19 • Intilecta Confidential

Please contact the following information owner to get approval for disclosing, duplicating, or using, in whole or in part, the information submitted in this document.

DDI (NZ):DDI (NZ): +64 21 790 246+64 21 790 246

Email:Email: [email protected] [email protected]

Greg W MartinGreg W MartinDirectorDirector