1. The users know what they want The users can tell us what they want. The RFP has all the requirements for the new system.

2. Is CRM an oxymoron? Oxymoron: A figure of speech in which apparently contradictory terms appear in conjunction advanced BASIC Diet ice cream Virtual reality Silent scream Synthetic natural gas Jumbo shrimp A little pregnant CRM ? Peace force

3. Agenda CRM @ Māori Trustee Why CRM is an Oxymoron CRM Assumption 1 CRM Assumption 2 CRM Assumption 3

4. Connect to our PeopleGrow AssetsCapitalise Assets

5. IT Strategy Canvas

6. Owners MT Staff Tenants Owners MT Staff Tenants Supply Demand Data quality Reliability Incomplete Many sources Issues Difficult to report No sharing Old tools Issues Information Today Owners MT Staff Tenants Owners MT Staff Tenants Supply Demand Quality Technology Integration Easy to find Any tool Information Future MLC LINZ DIA MLC Easy to share Easy to create

7. Tactics Infrastructure (Prop) Infrastructure (Prop) Users ( Hooker ) Users ( Hooker ) Information Systems (Prop) Information Systems (Prop) Hosting requirements WAN services Network architecture Systems architecture AD, Email and Internet Collaboration framework Help Desk New PC Windows 7 Office 2010 Tui (Core System) Tangaroa: (Document Mgt) Information Strategy GIS (support) Scanning

8. MS CRM (Property and Owner) MS Navision ($) MS SharePoint Documents Owners Tui Tangaroa

9. Tui Aug (2010)……Jan… ………..April……May… Aug….Sept……Dec………………. Sept 2012 Phase 3: SMT information paperPhase 2: Market scan – RFI (Karearea) Phase 1: Requirements, gap analysis (Albatross) Phase 4: Selection of partner – RFP (Pukeko) Phase 5: PoC (Kea) Phase 6: Development (Tui)

10. Strategy Canvas

11. Tui Benefits Benefit 1: Increase accessibility of information about properties and owners for internal and external users Benefit 2: ……. Benefit 3: Reduce time spent on extracting and manipulating data to produce reports ….to benefit 10

12. Do new thingsDo things betterStop doing things Financial Saving of 50 hours per month (across all sites) as staff are able to easily access and report on data they need and then reuse the same reports/searches. $15,000 Ability to extract ad hoc, monthly and annual accounts reports much more quickly. Saving of 150 hours per year $3,750 Generating KPIs manually reduce time by 25 hours per month saving $7,500 / year Less reliance on technical/contractors to develop reports saving $10,000 / year. Quantifiable 100% of important KPIs are provided through a dashboard on the Maori Trustee intranet or similar eliminating monthly KPI reporting. KPI reporting in real time where possible. Measurable Administrators are able to develop complex parameter based reports and save them for global use for use within the system interface. Observable Users can create basic reports. Users can create and save searches (survey to determine time). Improved accuracy of information through business intelligence reports that lead to improved business insights and decision making Benefit 3: Reduce time spent on extracting and manipulating data to produce reports

13. CRM is critical in helping Maori Trustee deliver to is strategic themes. Connect to our People Grow Assets Capitalise Assets

14. Why CRM is an Oxymoron? Assumption 1: In CRM, if we store more about our customers and we deliver it quickly we will improve customer relationships Implies: Mass * Velocity = Improved Customer Relationships

15. G r o w A s s e t s Right Relationships + Right skills + Right Information & Knowledge = Right action But wait – not just any old information will do What are desirable qualities of information? Relevancy Potency Coherency Land Social Cultural Finance ?

16. Relevancy Potency Coherency = Mass * Velocity Relevancy Potency Coherency

17. Why CRM is an Oxymoron Assumption 1 Increase Customer Information Mass and Velocity Improved Customer Relationships Overlook essential information attributes (Relevancy, Potency, Coherency). Conclusion

18. Why CRM is an Oxymoron: Assumption 2: CRM will help us manage relationships

19. Difficulty: A. Understanding knowledge form B.Understanding knowledge flow C.Of design Leads to: D. Constraints of orientation

20. A: Difficulty understanding knowledge form

21. B: Difficulty understanding information flows Ross, Parker (2004) The hidden power of social networks

22. D: Difficulty of design: Relational nature of CRM (note CRM 2011 informal connections)

23. C: Constraints of orientation: Managing Structured Controlled Ordered Predictable Response Processes Tacit Fluid Dynamic Unpredictable Adaptive Driven by Strategy Plan KPI Accuracy Driven by Sense making Intuition Plausibility Emergence Participation Customer Relationship ManagementRelationship Participation

24. Why CRM is an Oxymoron: Assumption 2: CRM will help us manage relationships It is NOT possible to management relationships Conclusion It is possible (essential) to participate in them

25. Why CRM is an Oxymoron: Assumption 3: The CRM platform simplifies system design and development

26. The customers know what they want. The customers can tell us what they know. The customers know why they know what they know.

27. Hmm…this is complicated Developer Hmm…this is complex Project Manager Simple Manager/Client

28. Project Manager Client Developer Benefits Technical Time Cost Scope Motive Bermuda Triangle Simple Complicated Complex

29. ComplicatedComplex Complicated equals: not simple but ultimately knowable. Complicated equals: not simple but ultimately knowable. Complex equals: not simple but never fully knowable. Complex equals: not simple but never fully knowable.

30. Cynefin Framework Dave Snowden http://en.wikipedia.org/wiki/Cynefin

31. Simple Complex Complicated

32. Why CRM is an Oxymoron: Assumption 3: The CRM platform simplifies system design and development Because we confuse complexity and complicated incorrect methods are used Conclusion Einstein: Everything should be made as simple as possible, but not simpler

33. Is CRM an Oxymoron? Dont create information noise, create value (relevance, potency, coherency) You cannot manage relationship you can only participate in them Knowledge of system state (simple, complex, complicated) helps clarify methodology Final Conclusion