Streamlining Response Management in MAPICS: Review & Strategies

1. MAPICS First Half 2004 Review KMA One Response Management

2. Agenda Review process Responders in first half of 2004 Responders by initiatives Leads by source Review costs MAPICS Review

3. Response Management Process MAPICS Marketing Initiatives • Regular Activities • Website responders • Email responders • Phone • Other • Special Initiatives • Events • Telemarketing from other vendors • Postcard mailing campaigns • Special advertisements MAPICS CRM KMA Response Management Check CRM for Account Status Is responder a registered lead or has active oppty? Yes No Phone call ask about needs • Enter into CRM • Update contact record with new information • Create a Task • Assign task to owner of account • Status = Active • Enter into CRM • Update contact record with new information • Create a Task • Create a Note with results of phone call • Assign to owner of account for customer (otherwise, to Mark Beauvais) • Status = Active or Closed Send Email Send Email (If follow up required for active task) Create Oppty Follow up call MAPICS Review

4. Results to date MAPICS Review

5. Responses MAPICS Review

6. Responses MAPICS Review

7. Comments on Responses • General web responders • Daily inquiries from customers and prospects requesting information from MAPICS website • Over 50% of responses are from General web responders – daily activity • Initiatives • Flowed in waves • Industry Week – most responders. Quality of responder varied greatly. MAPICS Review

8. Leads MAPICS Review

9. Cost summary MAPICS Review

10. Comments on costs • Baseline costs include fixed management fees, inbound response fees, and warehousing fees. MAPICS Review