location.filemname.PPT 1 1. Customer-centric leadership Ownership of the customer-centered strategy exists at board level The company believes that focusing on the customer will lead to consistently profitable growth Leaders spend significant time with customers and employees Leaders demonstrate they are serious about a customer-centered strategy “What First Direct did was to realise that people were changing their habits and would want to bank 24 hours a day, seven days a week. So that was the insight, … I think that all great brands have insight.” – Peter Simpson, Commercial Director, First Direct

location.filemname.PPT 2 2. Distinctive strategy/proposition “Our vision is to be the earth’s most customer-centered company.” – Peter Bezos, Chief Executive, Amazon.com Vision permeates the company Clear and distinctive customer proposition Customer needs and expectations drive strategy The brand, the customer experience and the strategy are inseparable and drive the performance of people, processes and products

location.filemname.PPT 3 Business Results What are our strategic/ financial goals? Shaping a Customer-Centered Processes Customer Behavior How must our customers behave to ensure we reach our goals? Value Proposition What value must we provide to drive desired customer behavior? Products/Services How must our products and services perform? People How must our people and perform? Copyright © 2004 The Forum Corporation How must our processes perform?

location.filemname.PPT 4 Business Results What are our strategic/ financial goals? At the Center of the Strategy is the Value Proposition Processes Customer Behavior How must our customers behave to ensure we reach our goals? Value Proposition What value must we provide to drive desired customer behavior? Products/Services How must our products and services perform? People How must our people and perform? Copyright © 2004 The Forum Corporation How must our processes perform?

location.filemname.PPT 5 Creating a Winning Value Proposition What do our target customers value? What can we be the best at? What drives customer behavior and our business economics? What are we deeply passionate about?

location.filemname.PPT 6 Value Proposition - Example 1. The Lexus car is truly outstanding in design and quality. 2. The purchase of a Lexus is a uniquely pleasurable buying experience. Lexus dealers do not “hard sell,” rather, they make their customers feel like guests while visiting their showrooms. 3.Lexus owners will not worry about servicing their vehicles; cars are picked up and delivered by a service center representative. 4. The residual value of the Lexus car when the customer decides to trade it in is high. 5.Lexus will buy back, recondition, and warranty used Lexus cars.

location.filemname.PPT 7 Business Results What are our strategic/ financial goals? Implementing a Implementing a Customer-Centered Strategy Processes Customer Behavior How must our customers behave to ensure we reach our goals? Value Proposition What value must we provide to drive desired customer behavior? Products/Services How must our products and services perform? People How must our people perform? Copyright © 2004 The Forum Corporation How must our processes perform?

location.filemname.PPT 8 Infotech North American offices Who is Infotech? World’s largest information provider $1.9 billion in global annual sales 12,000 employees worldwide Offering solutions in 60 countries Infotech North America –7 business units –18 North American offices

location.filemname.PPT 9 Competitive landscape Highly mature, competitive marketplace Three key competitors - roughly equal market share Key products becoming more commodity-like Similar go to market strategies Concentration of buying power held by small number of large customers

location.filemname.PPT 10 Infotech’s Value-Driven Strategy Products/Services Goals Processes Goals People Goals Establish leadership evaluation and development plan process Q3 FY05 Hold voluntary employee turnover to less than 12% Improve cross- business unit teamwork Operational excellence and productivity improvement Sales excellence- account planning, vertical markets expansion, new compensation program Affiliate acquisitions and integration Strategic relationships growth initiatives Data quality excellence Online Notification Services/Event Triggers Expansion Smart Banking Product Value Proposition Goals Client Behavior Goals Business Results Goals Bring the full power of Infotech to every client solution Information you can trust Execution Excellence Easy to do business with Flexibility and value to meet changing needs Increase client loyalty Increase usage of new products Increase share of wallet in top tier clients >10% financial growth >10% profit growth Grow revenue faster than expenses (2:1) Increase market share (#1 or 2 in every market we play in)

location.filemname.PPT 11 Infotech CEO’s Scorecard Products/Services Goals Processes Goals People Goals Establish leadership evaluation and development plan process Q3 FY05 Hold voluntary employee turnover to less than 12% Improve cross- business unit teamwork Operational excellence and productivity improvement Sales excellence- account planning, vertical markets expansion, new compensation program Affiliate acquisitions and integration Strategic relationships growth initiatives Deliver: Data quality excellence Online Notification Services/Event Triggers Expansion Smart Banking Value Proposition Goals Client Behavior Goals Economic Value Goals $575.1M Revenue $324.4M Cost $250.7M EBIT $238.4M Operating Cash Flow 43.6% Operating Margin Achieve and maintain F’05 Value Proposition benchmarks for clients Bring the full power of Experian to every client (7.7) Information you can trust (8.2) Execution Excellence (8.0) Easy to do business with (8.0) Flexibility and value to meet changing needs (8.1) Achieve and maintain a Client Loyalty Rating of 18.5%: Achieve 5% of revenues from new and emerging products Increase average number of products per top 100 clients from 3.47 to 3.64

location.filemname.PPT 12 Business Unit Scorecard Enterprise Actions Value Proposition Client Behavior People Process Product/Service Economic Value Functional Area Scorecard Functional Actions People Process Product/Service Value Proposition Client Behavior Economic Value Daily Work Actions Work Unit Scorecards People Process Product/Service Value Proposition Client Behavior Economic Value Deploying the Value-Driven Strategy