PGI GCS Transformation Workshop

1. PGI GCS Transformation Workshop The Complex Sale April 15, 2011

2. What Are We Trying To Accomplish Today Get Common Orientation • What Do GCS Accounts Need & Want • How We Create Competitive Differentiation • What Would Make Our Organization Effective & Scalable Define Future State • Optimize Roles, Responsibilities & Competencies • Identify, Prioritize & Assess Key Process • Create Plan to Get from Current State to Transformed State

3. How Do They Buy ; What Makes Them Happy Customers How Do They Buy Technology Services • Complex Purchasing Committee • Technology strategy & selection • Network • Desktop • UC • Operations • Vendor management • Purchasing • Lines of business • Regional organization • Multi-year planning & sales cycle • Difficult & costly change process • Complex budget allocation process What Do They Want From a Partner • Expertise • Economic advantage • Global consistency • Local intimacy & sensitivity • Roll up & drill down • Spectacular incident management • Innovation and though leadership • Champion career protection • C-level involvement • On site account teams • Familiarity with complex, political business relationships • World-class presentation quality

4. Three Ways to Grow In A Compressing Market • Capture a larger share of each customer’s audio business • Add an “Enhanced Portfolio” with audio positioned as the core element • Turn each customer into a Reseller

5. Foundation Necessary For GCS Growth

6. Competitive Differentiation • Expertise in application of collaboration technology • Innovation in solution and service • User Relationship Management • Execution in Global Account Management • Proficiency in servicing MNC’s in emerging markets

7. Organizational Aspirations • Global organization enlightenment • Best people • Best practices • Team of subject matter experts • Easy executive engagement • 24X7. Global. No surprises. No dramas.

8. Specialization, Alignment & Scale

9. Vision For GAMs • Ultimate voice of the customer inside PGI • Ultimate voice of PGI to the customer • Responsible for the product, service delivery, satisfaction, investment & profitability of the relationship • Great strategists • Great general managers • Great teachers • Great role models

10. Global Account Manager Position Deliverables/Processes Responsibilities Relationships Account CIO and his reports Members of the buying committee Key executives in functions and LOB’s PGI C-Level team Finance • Internal Account Reviews • Monthly Revenue Forecasts & Analysis • Quarterly Customer Executive Reviews • Strategic Account Plans • Executive Engagement Plans • Customer Org Chart, Facebook & Power Map • Account strategy development • Situation management • Solution development • Program management • Team leadership • Customer retention & satisfaction • Commercial negotiation • Revenue growth • Revenue management • Account profitability • External and internal communication

11. “Vision for GSMs” Current structure of GSM’s are aligned to a Functional Organization objective, new structure enables alignment to Account objectives Increase investment in developing skill sets required to be an effective “Global Service Delivery Manager” (ITIL knowledge, PMP knowledge/certification/TQM, etc.) Empowering Global Service Delivery Managers to drive Systemic Changes in Global Architecture, Product Roadmap (partnering with TAM’s), Processes, and Back office elements (tools, systems, etc.) on behalf of Account Objectives Take advantage of Leadership bandwidth and leverage professional experiences Increase exposure and establish an Operating Rhythm internally at PGi for Account Status/Issues. Enabling proactive addressing of potentially traditional “Escalated” issues Create “Global Service Delivery Management” as a Value Differentiator with PGi Collaboration Services

12. Global Service Manager Position Deliverables/Processes Responsibilities Relationships Account Global/Regional Service Owners Network Operations Vendor Management PGI Global Care Teams Global Telco Teams Global Operations Teams • Weekly Incident Reports • Monthly Customer-Facing Service Reviews • Service Improvement Plans • RCA Delivery • Ownership of ALL Service Delivery Issues • Consistent global care & service • Preventative service management • Incident Management command, control & communication • Ability to describe current solution • RCA and drive systemic change • Ability to drive systemic change • Performance reporting • SLA Management • Support requirement development for New Business

13. Vision For ADMs • Hire or promote a position coach for ADMs • Make User Relationship Management key element in competitive differentiation • Become proficient in systematically driving revenue through URM • Develop personal relationships with power users • Forecast users, usage & revenue • Become experts in data warehouse and other tools

14. Account Development Manager Role Deliverables/Processes Responsibilities Relationships Account Global/Regional Service Owners Users Internal Communications PGI Marketing Automation Events group Billing • Monthly Customer-Facing Business Reviews • Monthly Internal Usage Analysis • Internal Team Workspace • Service Launches • Messaging Campaigns Analysis • CSAT & Loyalty Campaigns and Analysis • Provisioning – including automation • User adoption, engagement & loyalty • Attended business coordination • Product training • Billing • Usage forecasting

15. URM Performance Objectives • USER ADOPTION • % of provisioned moderators who are active – total and by product. • % of inactive moderators – total and by product. • PGi market share at company (provisioned mods vs. total employees from D&B). • Avg. ramp-up time (First Use Date – Conf. Create Date) • ENGAGEMENT/USAGE • Company Total Minutes & Seats • Avg. Minutes Per Active Moderator • Avg. Moderator Lifetime • Unengaged Moderator % • Churn Score • User Engagement Score • % of Power Users • CUSTOMER SATISFACTION • Net Promoter Score • User Satisfaction Surveys: • Product feature & usability ratings • Customer service ratings • Open-ended voice-of-customer • ACCOUNT GROWTH • Company Revenue • Net new moderators added • All metrics reported in current month, last month, Q/Q change, Y/Y change

16. Vision for TAMs • Increase credibility by demonstrating collaboration product expertise • Translate needs & ideas into revenues & new PGI products • Imagine a better User Experience • Lock up future business • Lock out or co-opt competitors

17. Technical Account Manager Role Deliverables/Processes Responsibilities Relationships Account Product management Architects Technical SMEs Testing & deployment PGI Product Management Development QA Operations • Customer Roadmap • Requirements documents & SOWs • Technical designs • Proposals • Innovation Roadshows • User Experience Concepts • RCAs • Product expertise • Requirements development • Roadmap development • User experience design • Implementation management • Development management • RCA preparation

18. Vision • Training ground for developing world class, Global Account Managers • Competency in each of the 5 Diamond positions • Pure Diamond staffing program • Program PGI reps aspire to • International orientation

19. Regional Account Manager Position Deliverables/Processes Responsibilities Relationships Account Regional business execs Product Management or Service Owners in region 3rd party influencers PGI Regional executive team Event staff Regional marketing • Regional executive visits • Sell-in to lines of business and regional units • New opportunity development • Event business coordination • Reseller development • Regional revenue management • GAM training

20. General Manager Position Deliverables/Processes Responsibilities Relationships Account CIO & Senior business execs Product Management or Service Owners in region 3rd party influencers PGI Regional executive team Event staff Regional marketing • Account review analysis • Performance reviews • Budgets • Insure customer retention, revenue growth & profitability • Creation of competitive strategy • Selection and evaluation of personnel • Orchestrate senior level relationships