1. 1 Customer LifeCycle Management SM Tap into YOUR hidden potential with DPS PerfectCircle Suite of Marketing Capabilities

2. 2 …How can you be sure you are optimizing your marketing investment when there is a lot of options, a lot of confusion, and… Data Modeling Profiling Intelligent offers Vary the media Web marketing Point of Sale merchandising Surveys Actionable data Owner Rewards Key tags Coupon booklets Gift cards CRM Gender based marketing Database marketing Incentives Sales Force Automation

3. 3 With everyone essentially buying the same technology, where is the competitive advantage to be found? …a lot of cookie cutter programs. Data Modeling Profiling Intelligent offers Vary the media Web marketing Point of Sale merchandising Actionable data Owner Rewards Key tags Coupon booklets Gift cards CRM Gender based marketing Database marketing Sales Force Automation Surveys Incentives

4. 4 How do you make an informed decision that makes sense for you?

5. 5 First, begin by understanding how customers behave throughout their life cycle. CONSUMER SHOP OWN BUY Accenture 2004 Not including non-traditional after-sales products/services…

6. 6 Then, Implement a Solid Marketing Strategy… …Introducing Customer LifeCycle Management SM Integrated communicationsSustainable Lowers per unit costsAligned with behavior Keeps options open: (Flexible Customization)

7. 7 As it relates to Customer Relationship Management (CRM), customer LifeCycle Management (CLM) is used to describe the progression of steps a consumer goes through when: considering, purchasing, using, and maintaining a vehicle. The goal of lifecycle management is to pro-actively move the consumer through the cycle again and again by defining the way in which an enterprise interacts & communicates with its customers and prospects at each phase of the life cycle. What is Customer LifeCycle Management SM ?

8. 8 Marketing and Advertising is the second largest business expense 88% of the Marketing & Advertising dollars are spent in Mass-Media Marketing & Advertising consumes 25% - 30% of the average new vehicle gross profit Front end acquisition rates typically yield 50% capture of the total advertising influenced prospect base 40% of “New” customers never generate a CP repair order 70% of the customers “defect” within the first 3 years of ownership Less than 15% of annual sales are to repeat customers YET - 20-25% of their customer households will purchase a vehicle annually For the average franchised New Vehicle Dealer: Why is LifeCycle Management important?

9. 9 Customer service intervals are more expansive Many BMW Service centers are at capacity Must maximize each visit / opportunity Vehicles are built better and have more complex systems Less parts sales More computer programming repairs versus additional parts or labor sales Co-op funding going untapped – why solicit more if you can’t handle it? Need ability to consistently build value in the breadth and quality of BMW products & services Accessories, Lifestyle & boutique items, warranties, etc. For the average BMW Center regarding Aftersales: Why is LifeCycle Management important?

10. 10 Why is LifeCycle management important? $ 1445 GP per unit 30% of GP is consumed in ad costs Because current practices are a “going out of business” strategy! $ 493. 00 $ 8.3 Billion is spent each year in conquest advertising. Customer retention remains around 30% STOP the Madness!

11. 11 Actionable data Timely and relevant, customer-centric communications Consistent delivery of quality interactive processes and, Ability to demonstrate and quantify the value each customer derives from the relationship. Four essential elements for Customer LifeCycle Management:

12. 12 PerfectCircle CLM StrategyTraditional “Retention Marketing”  Cookie cutter  Sold on price or other traditional metrics  Activity based  Focused on reminders, and traditional call center activity  Service dept focused  Not integrated with total marketing and advertising strategy In what way is PerfectCircle CLM SM different? Options:  Flexible  Aligned with business objectives  Unique, Flexible, & proactive  Enterprise wide solution  Integrated communications  Permission based  Consumer behavior driven  Quantifies value for consumer  Facilitates shift in budget for no incremental expense Options:

13. 13 Innovative Thinking  The ONLY CLM company in the automotive retailing industry  The FIRST company to offer bundled communication capabilities oriented around consumer behavior  The FIRST company to offer flexible fee structures  The ONLY company to offer complete customization of the program  The ONLY company to offer integrated marketing communications with a plug-n-play owner rewards program  The ONLY automotive focused DB marketing firm to bundle all of this with personal owner web pages Why DPS? Clear Solutions Measurable Results  Simple to understand suite of capabilities  Marketing strategies developed according to dealer objectives and unique market conditions  Hands-off, turn-key services that can be customized to individual preference  Marketing programs aligned and held accountable to dealer business objectives  The ONLY company to offer pre, and post implementation retention performance benchmarking  The ONLY company to offer performance reporting that is available in hard copy, e-mail, fax, and secure web based access to real-time data-driven reporting  Personalized, monthly service consultations and program adjustment recommendations

14. 14 DPS Capabilities Platform

15. 15 Next Steps 