Balanced Scorecard Strategy Map

1. Balanced Scorecard Strategy Map Financial PerspectiveObjective 1 - Increase Profitability to 12% of Gross RevenuesPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsVendor Consolidation Initiative # Vendors Reduce to 28 by Jun 2012Reduce Customer Churn Rate Retention Rate Increase to 78% by Jan 2012Head Count Reduction # Full-Time Staff Reduce to 150 by Oct 2012Objective 2 - Improve Annual Growth Rate to 9%Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsPresidents Club # Reps Achieving 100% of Sales Targets 5 Reps in Presidents Club in 2012Re-Seller Partnership Channel Annual Revenue from Partner Channels $500,000 in Revenue in 2012Acquisitions Annual Revenue from New Acquisitions $15M in Revenue in 2012Objective 3 - Increase Available CashPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsA/R Collections Average Days of Receivables 45 Days by June 2012A/P Payment Review Average Days of Payables 60 Days by June 2012Early Payment Discount Program % Invoices Paid with Early Payment Discount 5% of all invoices in Q3 2011

2. Customer PerspectiveObjective 1 - Improve Customer SatisfactionPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsVoice of Customer # New Ideas for R & D 12 New Ideas in 2012Customer Support Portal Portal Launch Date Launch by Oct 2012Customer Satisfaction Surveys Net Promoter Score, # Surveys Completed Get NPS Benchmarks in 2012Objective 2 - Increase Market Share to 25%Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsMarket Research Initiative % Market Share Increase to 25% by Jan 2013Service Level Agreement % Support Requests Escalated to Tier 3 > 5% of requests escalated by Jun 2012Marketing Automation Program # New Leads Generate 3,500 Leads in 2012Objective 3 - Provide Low Cost Solution for SMBPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsNew SMB Product Line # New Customers 500 New Customers in 2012Monthly Billing Option # Customers on Monthly Billing 100 Customers in 2012 Customer PerspectiveObjective 1 - Improve Customer SatisfactionPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsVoice of Customer # New Ideas for R & D 12 New Ideas in 2012Customer Support Portal Portal Launch Date Launch by Oct 2012Customer Satisfaction Surveys Net Promoter Score, # Surveys Completed Get NPS Benchmarks in 2012Objective 2 - Increase Market Share to 25%Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsMarket Research Initiative % Market Share Increase to 25% by Jan 2013Service Level Agreement % Support Requests Escalated to Tier 3 > 5% of requests escalated by Jun 2012Marketing Automation Program # New Leads Generate 3,500 Leads in 2012Objective 3 - Provide Low Cost Solution for SMBPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsNew SMB Product Line # New Customers 500 New Customers in 2012Monthly Billing Option # Customers on Monthly Billing 100 Customers in 2012

3. Business Process PerspectiveObjective 1 - Implement CRM SystemPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsCRM System Implementation System Go-Live Date Go-Live by Oct 2012CRM Training CRM Adoption Rate 100% Adoption by Staff by Jan 2013Data Migrations # Customer Databases Consolidate to 1 Database by Dec 2012Objective 2 - Improve Staff Recruiting & RetentionPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsHR Information System # Resumes Submitted Online 500 Resumes in 2012Results Only Work Environment Link all staff performance reviews to business KPIs Complete KPI mapping by Oct 2012Employee Profiling New Sales Hire Success Rate Increase to 75% OTE by Jan 2013Objective 3 - Disaster Recovery Planning & SecurityPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsDisaster Recovery Plan Plan Completion Completed by Jan 2013Security Auditing Audit Recommendations Received Receive Recommendations in Jun 2012Sarbanes Oxley Compliance Compliance Achieved OngoingObjective 4 - Reduce Waste with Lean Manufacturing Business Process PerspectiveObjective 1 - Implement CRM SystemPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsCRM System Implementation System Go-Live Date Go-Live by Oct 2012CRM Training CRM Adoption Rate 100% Adoption by Staff by Jan 2013Data Migrations # Customer Databases Consolidate to 1 Database by Dec 2012Objective 2 - Improve Staff Recruiting & RetentionPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsHR Information System # Resumes Submitted Online 500 Resumes in 2012Results Only Work Environment Link all staff performance reviews to business KPIs Complete KPI mapping by Oct 2012Employee Profiling New Sales Hire Success Rate Increase to 75% OTE by Jan 2013Objective 3 - Disaster Recovery Planning & SecurityPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsDisaster Recovery Plan Plan Completion Completed by Jan 2013Security Auditing Audit Recommendations Received Receive Recommendations in Jun 2012Sarbanes Oxley Compliance Compliance Achieved OngoingObjective 4 - Reduce Waste with Lean Manufacturing

4. Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsSustainability Report Report Completion Completed by Oct 2012Lean Manufacturing Audit Audit Recommendations Received Receive Recommendations by Jan 2013 Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsSustainability Report Report Completion Completed by Oct 2012Lean Manufacturing Audit Audit Recommendations Received Receive Recommendations by Jan 2013

5. Learning & Growth PerspectiveObjective 1 - Revamp Employee Training ProgramsPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsSales & Service Training # Staff Trained 100% trained on new methodologies by Jan 2013Quality Assurance Average Customer Service Call QA Score 3.5 Average QA Score by Oct 2012Dale Carnegie Leadership & Communications # Staff Certified 20 Staff Certified by Jan 2012Objective 2 - Create Career Paths for Each FunctionPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsSuccession Management Develop Succession Management Plan Plan completed by Jan 2013Job Descriptions Job Descriptions Completed Completed by Jun 2012Performance Reviews Performance Review Metrics Add business KPIs to all reviews by Oct 2012Objective 3 - Launch Corporate IntranetPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsIntranet Project Intranet Re-launch Date Launch Mar 2013 Learning & Growth PerspectiveObjective 1 - Revamp Employee Training ProgramsPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsSales & Service Training # Staff Trained 100% trained on new methodologies by Jan 2013Quality Assurance Average Customer Service Call QA Score 3.5 Average QA Score by Oct 2012Dale Carnegie Leadership & Communications # Staff Certified 20 Staff Certified by Jan 2012Objective 2 - Create Career Paths for Each FunctionPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsSuccession Management Develop Succession Management Plan Plan completed by Jan 2013Job Descriptions Job Descriptions Completed Completed by Jun 2012Performance Reviews Performance Review Metrics Add business KPIs to all reviews by Oct 2012Objective 3 - Launch Corporate IntranetPrograms, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve GoalsIntranet Project Intranet Re-launch Date Launch Mar 2013