Success Spotlight: Driving Organizational Productivity with your Salesforce CRM Program

1. Success Spotlight: Driving Organizational Productivity with your Salesforce CRM Program Sharon Bartol, salesforce.com Shelley Lapcevic, salesforce.com Tom Keefe, Charter Communications Daniel Sieff, Sprint Nextel Corporation

2. Driving Productivity Agenda Introduction Current Industry Challenges Case Study: Charter Communications Case Study: Sprint Nextel Key Factors to Driving Productivity Q&A

4. Driving Productivity

5. Productivity is never an accident. It is always the result of a commitment to excellence, intelligent planning, and focused effort.

7. All About Charter Communications, Inc.

8. Charter Communications � Key Challenges Inconsistent pricing methods Error prone, inefficient quote and contract processes Antiquated procedures (e.g. paper/Excel-based) Lack of executive insight and vision into business Inefficiencies creating frustrated customers

9. Charter Communications � The Solution Offer Management Tool was built to streamline sales processes and enhance the customer experience. National Rate Card Electronic Quote Delivery Electronic Contract Delivery Electronic Contract Repository

10. Charter Communications � The Solution

11. Charter Communications � The Results Salesforce CRM is the Central Collaboration and Contact Management Tool Reduced Contract turn around by over 600% Grew to #1 Cable Business Division in the U.S. Eliminated Order & Pricing errors Centralized processing and storage of all customer Contracts (Legal is happy!!) Streamlined and automated Contract renewal process Captured pertinent client contact information

12. Charter Communications � Current Project Welcome, Loyalty & Retention Program Welcome: Contact customer within 2wks of installation Loyalty: "LiveIt with Charter" Retention: Decrease attrition after 1st and 5th year

15. Sprint � Key Challenges Top revenue-generating accounts had highest churn No 360� view of the customer Poor collaboration between Sales & Customer Service Inefficient processes = No Time to Sell Unable to measure KPI�s needed to drive business No executive visibility into key business issues

16. Sprint � The Solution Business Base Coverage Model provides visibility into key indicators of �unhappy� customers: Force.com triggers and workflow emails alert Sales of overages, calls into support, late payments, etc. Sales incentive programs designed to proactively combat attrition, increase penetration and close rates. Special offers available through program. Data updated monthly and quarterly.

17. Sprint � The Solution Customer Care Program is designed to quickly and effectively resolve customer issues by increasing collaboration between Sales and Customer Care. Dynamic request form based on issue Auto-notifications and alerts to reps Escalation rules Improved SLA tracking Enhanced KPI Reporting

18. Sprint � The Results Dramatic reduction in customer churn Reps are �addicted� to Salesforce CRM, Executive adoption at all time high Improved collaboration between Sales and Customer Care Sales reps have more time selling! Future plans to expand these programs to additional teams

19. Establish and communicate the Vision & Strategy from the top down Define Business Objectives that will track and monitor performance Determine quantifiable Metrics to measure progress towards goals and objectives Analyze, streamline and automate your Processes by leveraging the application and platform Key Factors to Driving ProductivityUnderstanding the critical success factors

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