prm project

Confidential

teg e-biz/crm

prm project

teg e-biz/crmtoshiba partner place 2

many fronts, few troops.

to meet the growth challenges in the b2b market, toshiba needs partners -- as many as we

can get. certainly, no one will deny the fact that the best relationship managers are people.

unfortunately, we cannot afford the luxury of individual account managers for all the resellers

we need to grow our business. indeed, the vast majority of resellers we must mobilise in the

smb market will rarely come into direct contact with toshiba. nevertheless, our business

success depends on their loyalty. that's why we are developing new tools and processes to

recruit and engage indirect resellers. as a positive side effect, the tools should also help our

sales managers to do more business with their managed accounts.

recr

uit & en

gage

recruit & engage

recruit & engage

partner place

growth

recru

it & e

ngage

recruit & engage

recruit & engage

partner place

recru

it & e

ngage

recruit & engage

recruit & engage

partner place


is a system our path to nirvana?

despite the need for a system, there is a

great temptation to believe that a system

alone can solve the problem. it won't!

systems can only solve the problem if they

are aligned to people and processes. no

system will create a dealer programme or a

update a price list; no system will write the

copy that will explain the benefit of a new

product; no system will select the right bait

to lure the wary customer. people do this.

still, while not doing all the work, certainly

systems and tools should at least make

everyone's job easier.


dovetail to what exists.

what if we built a new system and nobody used it? sounds silly? well the fact is that we do

not have the resources to maintain a new system. that's why our approach is not to create

yet another system that people have to fill with content, but rather to leverage the systems

and content that already exists. in the past few years colleagues around europe have been

trained to publish content regularly in the cms and broadvision publishing centre. so our

approach will be to enhance the broadvision system by adding password protected dealer

communities. this will put us in a position to reuse as much of our existing assets and

processes as possible.


different folks, different strokes.

by using bv password protected

communities (bv ppc), we meet the

countries requirement for grouping their

partners in segments and deliver targeted

content based on the programmes designed

for these communities. it will be possible to

publish a different set of content depending

on the partner log-in information. standard

elements will be developed in the "build

once, use many" spirit, but countries will

also be able to mix and match the content

according to their own operational

requirements. countries can create as

many or few password-protected

communities as they require.

bvppc


the short programme.

we have learned that some of our competitors have introduced extremely complex (and expensive)

systems, with all the bells, whistles and technical artistry to score big points in the freestyle event.

nevertheless, the feedback from subsidiaries and partners tell s us that it is even more important to

get the basics right. keeping it simple is valued even more than highly evolved workflows and process

integration. what works, is what is already working in the daily phone calls from dealers to our call

centres and reception desks; and what partners are asking for daily on the phone is, what else,

information about products, prices and availability. that's why the first objective of the partner place

will be to provide a place to get the basics, quickly and easily - and luckily most of this already exists in

the business.


is a system the cure-all?

the good news is that we are already producing a lot of the stuff dealers require. it is already on the public website or in powerpoint presentations, excel sheets and fax forms on various hard disks. the problem is that it has not been collected in an easy to access place designed specifically for dealers. therefore we will collect all content that is relevant to various dealer segments and put it in one place on the community homepage. for example,• the price list, of course, will be a running feature• the popular driver download database will be prominent• there will be an icon for new products and training presentations• a link to the "glass factory", a tro database with every detail on every

product delivered• the bestseller page: information to help dealers plan to take advantage

of toshiba demand generation activities• downloadable forms• and of course all the latest news from toshibaall this will be available on a special password protected area that is visually distinctive from the public web experience - and each visit means one phone call less.


one trick at a time.

however, important a good score in the short programme is, competition is all about

differentiation. that's why we need to work on an ongoing artistic programme that will get

dealers in the habit of stopping by regularly. we need to keep toshiba top-of-mind and

dealers constantly engaged in selling our products. so we will teach the system one sticky

trick at time, sticky because it will make them thirsty for more. for the first release, we have

prioritised a feature that we believe more clearly differentiates toshiba from our competitors:

the crystal ball.


the crystal ball.

the aim of the crystal ball will be to give the sales

person easy to use tools that makes him (and

toshiba) look good in the eyes of the customer. in

the simplest terms, it will be a presentation with

background material that paints a picture of what

the future of mobile computing holds in store. it

gives a 6-month, 1-year and 3-year perspective on

what technology will be relevant for businesses

and how businesses can gain from new

technology. it will be updated monthly (and

announced in the monthly newsletter): a reason for

the users to come back each month and sell our

vision each day.

what could be more appropriate to our core

positioning strategy of product leadership and a

better way to extend our thought leadership

mission?

OperationalExcellence

CustomerIntimacy

ProductLeadership

TOSHIBA

throughout europe, each morning every

individual engaged in computer sales, whether

within toshiba or at a reseller, faces the same

problem: "what story can i tell my customer

today?" "how can i get the foot in the door?"


our best consultants are you.

oh, there is one more trick in the first release. an interesting insight coming out of discussions with

subsidiaries was that resellers often feel like davids when dealing with the goliath computer vendors. and

while the are impressed (perhaps overwhelmed) by the rich set of features of channel extranets of some of

our larger competitors, they often feel as if these systems are being done to them and not for them. there is

an impression that top-down-managed american companies with their big american consulting firms have

delivered systems that the customer in europe never ordered. an essential component is missing: voice of

customer. this gives toshiba an opportunity to position the features we deliver as tailored directly to what

partners are asking for. that's why we plan to include a regular survey feature asking our partners to

consult us on what features would be of value in the future - and then delivering them based on the results.


more tricks in the pipeline.

we want the partner place to be perceived as

place that changes as fast as the pace of the

business. that's why we are already planning

the second release in q4/04 to focus on tools

that integrate processes closer, allowing us to

better share business. the following functions

are already being scoped for the next release:

• lead management -- a better way to manage

and share inbound business opportunities

• e-campaigning -- a service to dealers who

register their customers

bv public website.

partner place.

corporate brandingcorporate branding

distinct relevant banner, clearly differentiated from distinct relevant banner, clearly differentiated from public website.public website.

banner 1 - featured topicbanner 1 - featured topic banner 2 - featured topicbanner 2 - featured topic

generic navigation (only e-selling different / links to distributors)generic navigation (only e-selling different / links to distributors)

log-inlog-insearchsearch

no direct access no direct access links, reseller-links, reseller-specific navigation specific navigation insteadinstead

reseller-specific navigation – reseller-specific navigation – - content basics (pull-up jewels that are hard to find)content basics (pull-up jewels that are hard to find)- ob-yb features - one trick at a timeob-yb features - one trick at a time

distinctive look & feel (icons) to distinguish from public websitedistinctive look & feel (icons) to distinguish from public website

additional additional banners for banners for current topicscurrent topics


release plan

release date features

prm 1.0/(bv 4.3)

25 sep 2004 • bv developments– prm ppc functionality– ppc-specific navigation (instead of direct access)– partner-specific product pages (links to distributors)– dealer sign-up– unit details database query in bv

• central content developments– crystal ball (ob-yb)– our best consultant is you (voc)– announcement e-mail

• local content developments– bestsellers– partner programme– new prices– forms– downloads

prm 1.1/(bv 4.4)

oct-nov 2004 • bv developments– your leads (ob-yb)– your campaigns (sign up your customers for campaigns, the more

customers registered, the better the chance to win a trip to the football world cup)

prm 1.2 jan 2004 • tbd (based on results of survey)– distributor availability– support forum– etc

release 1.0 (sep 2004)

release 1.1* (nov 2004)* scope to be determined


getting the good news out.

if we build it, they won't come without a strong initial catalyst and regular communication and

incentives. that's why there will be a monthly newsletter highlighting promoting demand-

generation activities and changes to the partner place. to achieve the objective of recruiting

as many partners as possible we want to use at least one coop e-mail marketing campaign

per quarter with dealer databases of all the major distributors. we hope we can include this in

the european and local bonus conditions. incentives will be needed to encourage viral

effects.


schedule


busy weeks ahead

websitenewsletter

tisb prm storyboard

25/08/2004 - v25

top navigationno changes (except links to distributors from products)

dealer toegang (left nav)

marketing

service & support

sales

middle-section

bestsellers

new prices

crystal ball

downloads

glass factory

forms

our best consultants are you

new product training

top bannersbanner 1

banner 2

side banners

banner 1

banner 2

banner 3

news

news item 1 (tbd)

news item 2 (tbd)

news item 3 (tbd)


issues/risks from tisb meeting

issue mitigation plan owner deadline

Confidential

Computer Systems Group

background slides

PC & Network CompanyTitle of presentation 23

roi model (conceptual)

recruit <# of registered dealers>

activatio

n/engagem

ent

<# sessions>

<# pageviews>

<# downloads>

<# leads>

leads <win/loss>

etc…

Documents

prm project