CRM Program Strategy Scorecard

1. CRM Program Strategy Scorecard CRM Program Strategy ScorecardObjective 1 - Increase Customer Retention RatesPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsCustomer Satisfaction Survey Average Net Promoter Score Establish Benchmarks in Jan 2012Implement Service Level Agreement # Support Requests Not Fulfilled On-Time < 5% of requests not fulfilled on-timeProactive Customer Service Calls Customer Retention Rate 90% monthly renewal rate by Mar 2012Objective 2 - Adoption of CRM Software SystemPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsUser Training Program # Employees Trained 25 Employees Trained by Oct 2012CRM System Job Aids # Job Aids Created Develop 3-4 Job Aids for FAQsCRM Adoption Policy % Trained Employees Using System Regularly 100% adoption rate by Jul 2012Objective 3 - Improve Data Quality & VolumePrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsData Cleansing Program # False records in our system Achieve 95% data accuracy rate by Nov 2012Data De-Duplication # Duplicate Records Eliminate all duplicates by Mar 2012List Building Program # Total Records in Database 100K+ clean records in database by Dec 2011Objective 4 - Enhance Reporting for Key Sales & Marketing Metrics

2. Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsCustom Reports for Executives # Custom Reports 10 Custom Reports built by Feb 2012Closed Loop Reporting for Marketing Campaigns Revenues Generate from Campaign Sources Fully Closed Loop Reporting System by Jul 2012 Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsCustom Reports for Executives # Custom Reports 10 Custom Reports built by Feb 2012Closed Loop Reporting for Marketing Campaigns Revenues Generate from Campaign Sources Fully Closed Loop Reporting System by Jul 2012