2. Customer Relationship Management QMS Training

3. Objective To establish and build sustaining partnerships with customers Mahindra Satyam Confidential2

4. Information Source Customer Relationship Management Framework hosted on xSELL site (VDS) Focus area CARE (Customer Account Relationship Enhancement) Mahindra Satyam Confidential3

5. Process Mahindra Satyam Confidential4 Identify and Organize Account Identify Opportunities Strategize Plan Sales and Convert Opportunities Review and Communication Management

6. Identify and Organize Account Select Platinum, potential Platinum accounts – Based on defined criteria available on xSELL site CRM is supported by multi-layered organization structure – Detailed Role responsibility matrix available on xSELL site Mahindra Satyam Confidential5

7. Strategize Understand the account – Based on account overview, buying process and competition portrait Build vision for each platinum account – To serve the customer better and ensure customer satisfaction and loyalty Establish strategic objectives and critical success factors – To operationalize the vision – To-be state definition Action planning Prepare account plan Mahindra Satyam Confidential6

8. Identify Opportunities Identify business and technical issues faced by customers Identify the opportunities to resolve these issues Register identified opportunities Assess registered opportunities to arrive at a go / no-go decision Mahindra Satyam Confidential7

9. Plan Sales and Convert opportunities Prepare aggressive and realistic business plans – For all VBU /RBU in collaboration with relevant HCU Document sales plan as part of account plan Generate business as per plans Track registered opportunities Mahindra Satyam Confidential8

10. Review and Communication Management Three levels of periodic review – Project review – Platinum account review – Steering committee review Review to identify issues and ensure resolution Strategic management of customer / account related communication Mahindra Satyam Confidential9

11. Objective Met sustaining partnerships with customers are built and sustained Mahindra Satyam Confidential10

12. Mahindra Satyam Confidential11 Proposal Handling