Core Competencies Assessment

1. Core Competencies Assessment Core Competencies AssessmentCorporate Success Drivers Scores RecommendationsStrategic Planning & GovernanceDecision-Making Process 4 0Program Prioritization 2 Prioritize projects quarterly to evaluate fit, feasibility, and business value.Risk Management 1 Use Fishbone Diagrams, and Risk Assessment tools to manage & mitigate risk.KPI Tracking & Measurement 3 Develop a Business Strategy Scorecard to communicate results on a regular basis.Steering Committee 3 Use a Steering Committee Charter to outline responsibilities for the committee.Customer Relationship ManagementCustomer Database & Reporting 2 Evaluate your Customer Database and determine if it is meeting your needs.Customer Self-Service Portal 2 Consider building a customer self-service portal to help customers & reduce support costs.Customer Satisfaction Surveys 1 Conduct an annual Customer Satisfaction Survey to benchmark satisfaction levels.Customer Profiles & Case Studies 1 Create a Customer Profile and Case Study to communicate an ideal scenario.CRM System Functionality 4 0Online Forum/Blog/Community 1 Add a blog to your website to keep your content updated and provide news.Lead GenerationTotal Leads Generated 5 0Lead Scoring 5 0Campaign Measurement & ROI 4 0Multi-Channel Campaign Execution 2 Evaluate Marketing Resource Management applications to coordinate complex campaigns.Lead Nurturing 3 Design a Lead Nurturing campaign to cultivate prospects with timely communications.Metrics & Analytics 4 0Measurement

2. Results-Oriented Work Environment 3 Research how Best Buy implemented a "Results-Only Work Environment".Performance Reviews 1 Conduct performance reviews on a quarterly basis and link them to business KPIs.Dashboard 4 0Project Measurement/Resource Allocation 4 0Analytics Processes 4 0Market ResearchBrand Perception Audits 3 Conduct a brand perception or market research survey to test market requirements.Customer Voice 1 Engage customers through the entire product development process.Focus Groups 4 0Market Research Data 2 Look into market research firms in your industry to gather relevant statistics.Product Positioning 1 Perform a product positioning exercise to determine where you fit into the market.Campaign Testing 3 Test all campaigns on a small group before executing to your entire audience.SalesTotal Sales Results 1 Evaluate market conditions and ask sales management what is not working.Sales Support Function 1 Create a sales support function to streamline sales operations and increase revenues.Productivity Metrics 2 Track productivity metrics on a daily basis to keep your sales force motivated and on-task.Sales Efficiency 2 Leverage sales support personnel to alleviate non-selling activities for sales people.Sales CRM System Adoption 2 Run regular training workshops to ensure sales staff are using/getting value from the CRM system.Consultative Selling 2 Look into SPIN Selling, or Miller Heiman sales training courses for your team.Organizational DevelopmentBest Practices Documentation 4 0Knowledge Management 2 Re-vitalize your intranet to provide a central knowledge management repository.Training Programs 3 Audit current training programs to ensure they are up-to-date and effective.Organizational Structure & Reporting 4 0Human Resources Results-Oriented Work Environment 3 Research how Best Buy implemented a "Results-Only Work Environment".Performance Reviews 1 Conduct performance reviews on a quarterly basis and link them to business KPIs.Dashboard 4 0Project Measurement/Resource Allocation 4 0Analytics Processes 4 0Market ResearchBrand Perception Audits 3 Conduct a brand perception or market research survey to test market requirements.Customer Voice 1 Engage customers through the entire product development process.Focus Groups 4 0Market Research Data 2 Look into market research firms in your industry to gather relevant statistics.Product Positioning 1 Perform a product positioning exercise to determine where you fit into the market.Campaign Testing 3 Test all campaigns on a small group before executing to your entire audience.SalesTotal Sales Results 1 Evaluate market conditions and ask sales management what is not working.Sales Support Function 1 Create a sales support function to streamline sales operations and increase revenues.Productivity Metrics 2 Track productivity metrics on a daily basis to keep your sales force motivated and on-task.Sales Efficiency 2 Leverage sales support personnel to alleviate non-selling activities for sales people.Sales CRM System Adoption 2 Run regular training workshops to ensure sales staff are using/getting value from the CRM system.Consultative Selling 2 Look into SPIN Selling, or Miller Heiman sales training courses for your team.Organizational DevelopmentBest Practices Documentation 4 0Knowledge Management 2 Re-vitalize your intranet to provide a central knowledge management repository.Training Programs 3 Audit current training programs to ensure they are up-to-date and effective.Organizational Structure & Reporting 4 0Human Resources

3. Job Descriptions 1 Document clear job descriptions and responsibilities for each employee & executive.Hiring Processes 3 Use interview evaluation tools to improve your hiring process.Staff Retention 4 0Skill Sets 4 0Systems & TechnologyI/T Infrastructure Reliability 3 Work with I/T to identify how to improve the uptime of key systems.System Flexibility & Scalability 4 0Strategic I/T Planning 2 Develop a Strategic I/T Plan to align systems planning with business strategy.User Generated Reports 2 Ask each department leader what reports they would like to generate on-the-fly.Product DevelopmentProduct Roadmap 4 0Product Development Process 5 0Product Feature Requests 4 0Product/Market Requirements Documents 3 Mandate that product managers use market/product requirements documents for all projects.Product Launch Checklist 4 0 Job Descriptions 1 Document clear job descriptions and responsibilities for each employee & executive.Hiring Processes 3 Use interview evaluation tools to improve your hiring process.Staff Retention 4 0Skill Sets 4 0Systems & TechnologyI/T Infrastructure Reliability 3 Work with I/T to identify how to improve the uptime of key systems.System Flexibility & Scalability 4 0Strategic I/T Planning 2 Develop a Strategic I/T Plan to align systems planning with business strategy.User Generated Reports 2 Ask each department leader what reports they would like to generate on-the-fly.Product DevelopmentProduct Roadmap 4 0Product Development Process 5 0Product Feature Requests 4 0Product/Market Requirements Documents 3 Mandate that product managers use market/product requirements documents for all projects.Product Launch Checklist 4 0

4. Core Competencies AssessmentWeighting ScaleStrategic Lead Market Organizational Systems & ProductPlanning CRM Generation Measurement Research Sales Development HR Technology Development Total 15% 15% 5% 5% 10% 10% 10% 10% 10% 10% 100% Core Competencies AssessmentWeighting ScaleStrategic Lead Market Organizational Systems & ProductPlanning CRM Generation Measurement Research Sales Development HR Technology Development Total 15% 15% 5% 5% 10% 10% 10% 10% 10% 10% 100%

5. Core Competencies AssessmentStrategic Planning & GovernanceDescription of Best Practices Level of Compliance Score Notes/Comments 1 Strongly Disagree 2 DisagreeDecisions are made in a standardized, systematic fashion, with input from keystakeholders. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeProject and programs are prioritized on a regular basis to ensure proper allocation ofresources. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeRisk Analysis, Risk Assessment, and Risk Mitigation processes are in place tominimize our risks. 3 Somewhat Agree 1 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeGoals, Objectives, Measures, & Initiatives are tracked, measured, and managedadequately. 3 Somewhat Agree 3 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeA steering committee has been established to provide governance and make keydecisions. 3 Somewhat Agree 3 4 Agree 5 Strongly AgreeCustomer Relationship ManagementDescription of Best Practices Level of Compliance Score Notes/Comments 1 Strongly Disagree 2 DisagreeCustomer data is housed in a database which provides advanced reportingfunctionality, and is easily accessible by all staff. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeCustomers are able to access a self-service portal for information, tools, & resources. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeCustomer satisfaction surveys are completed to drive customer-centricity. 3 Somewhat Agree 1 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeCustomer Profiles & Case Studies have been created to highlight profitablecustomers. 3 Somewhat Agree 1 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeCRM system provides strong forecasting, sales-force-automation, opportunitymanagement, campaign planning & measurement, and dashboard capabilities. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeWe provide an online forum or blog for customers to interact with each other. 3 Somewhat Agree 1 4 Agree 5 Strongly AgreeLead GenerationDescription of Best Practices Level of Compliance Score Notes/Comments 1 Strongly Disagree 2 DisagreeWe are satisfied with the amount of leads generated from marketing activities. 3 Somewhat Agree 5 4 Agree Core Competencies AssessmentStrategic Planning & GovernanceDescription of Best Practices Level of Compliance Score Notes/Comments 1 Strongly Disagree 2 DisagreeDecisions are made in a standardized, systematic fashion, with input from keystakeholders. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeProject and programs are prioritized on a regular basis to ensure proper allocation ofresources. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeRisk Analysis, Risk Assessment, and Risk Mitigation processes are in place tominimize our risks. 3 Somewhat Agree 1 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeGoals, Objectives, Measures, & Initiatives are tracked, measured, and managedadequately. 3 Somewhat Agree 3 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeA steering committee has been established to provide governance and make keydecisions. 3 Somewhat Agree 3 4 Agree 5 Strongly AgreeCustomer Relationship ManagementDescription of Best Practices Level of Compliance Score Notes/Comments 1 Strongly Disagree 2 DisagreeCustomer data is housed in a database which provides advanced reportingfunctionality, and is easily accessible by all staff. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeCustomers are able to access a self-service portal for information, tools, & resources. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeCustomer satisfaction surveys are completed to drive customer-centricity. 3 Somewhat Agree 1 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeCustomer Profiles & Case Studies have been created to highlight profitablecustomers. 3 Somewhat Agree 1 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeCRM system provides strong forecasting, sales-force-automation, opportunitymanagement, campaign planning & measurement, and dashboard capabilities. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeWe provide an online forum or blog for customers to interact with each other. 3 Somewhat Agree 1 4 Agree 5 Strongly AgreeLead GenerationDescription of Best Practices Level of Compliance Score Notes/Comments 1 Strongly Disagree 2 DisagreeWe are satisfied with the amount of leads generated from marketing activities. 3 Somewhat Agree 5 4 Agree

6. We are satisfied with the amount of leads generated from marketing activities. 5 5 Strongly Agree 1 Strongly Disagree 2 DisagreeLeads are scored using a standardized index before being transferred to Sales. 3 Somewhat Agree 5 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeAll campaigns have predetermined measures for success, and ROI is evaluated. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeWe effectively manage integrated, multi-channel campaigns to drive sales. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeWe have a lead nurturing program to cultivate prospects into future customers. 3 Somewhat Agree 3 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeMetrics and analytics are in place to track demand generation activities and results. 3 Somewhat Agree 4 4 Agree 5 Strongly AgreeMeasurementDescription of Best Practices Level of Compliance Score Notes/Comments 1 Strongly Disagree 2 DisagreeOur culture and work environment is more results-oriented than process-oriented. 3 Somewhat Agree 3 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeAll employees are reviewed for performance (linked to KPIs) on a quarterly basis. 3 Somewhat Agree 1 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeA dashboard exists to provide visibility into key performance indicators. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeAll projects and campaigns are measured to inform resource allocation decisions. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeWe have developed analytics processes to inform decisions for key departments. 3 Somewhat Agree 4 4 Agree 5 Strongly AgreeMarket ResearchDescription of Best Practices Level of Compliance Score Notes/Comments 1 Strongly Disagree 2 DisagreeWe regularly conduct brand perception audits and market research surveys. 3 Somewhat Agree 3 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeCustomers drive our product management process and are involved duringdevelopment. 3 Somewhat Agree 1 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeFocus groups are used to discuss products, strategy, market needs, etc. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeKnowledge of market share statistics, market trends, or other data is gathered. 2 We are satisfied with the amount of leads generated from marketing activities. 5 5 Strongly Agree 1 Strongly Disagree 2 DisagreeLeads are scored using a standardized index before being transferred to Sales. 3 Somewhat Agree 5 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeAll campaigns have predetermined measures for success, and ROI is evaluated. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeWe effectively manage integrated, multi-channel campaigns to drive sales. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeWe have a lead nurturing program to cultivate prospects into future customers. 3 Somewhat Agree 3 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeMetrics and analytics are in place to track demand generation activities and results. 3 Somewhat Agree 4 4 Agree 5 Strongly AgreeMeasurementDescription of Best Practices Level of Compliance Score Notes/Comments 1 Strongly Disagree 2 DisagreeOur culture and work environment is more results-oriented than process-oriented. 3 Somewhat Agree 3 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeAll employees are reviewed for performance (linked to KPIs) on a quarterly basis. 3 Somewhat Agree 1 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeA dashboard exists to provide visibility into key performance indicators. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeAll projects and campaigns are measured to inform resource allocation decisions. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeWe have developed analytics processes to inform decisions for key departments. 3 Somewhat Agree 4 4 Agree 5 Strongly AgreeMarket ResearchDescription of Best Practices Level of Compliance Score Notes/Comments 1 Strongly Disagree 2 DisagreeWe regularly conduct brand perception audits and market research surveys. 3 Somewhat Agree 3 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeCustomers drive our product management process and are involved duringdevelopment. 3 Somewhat Agree 1 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeFocus groups are used to discuss products, strategy, market needs, etc. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeKnowledge of market share statistics, market trends, or other data is gathered. 2

7. Knowledge of market share statistics, market trends, or other data is gathered. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeBrand/Product positioning exercises are completed to provide competitive insight. 3 Somewhat Agree 1 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeCampaigns are tested on test groups before being introduced to market segments. 3 Somewhat Agree 3 4 Agree 5 Strongly AgreeSalesDescription of Best Practices Level of Compliance Score Notes/Comments 1 Strongly Disagree 2 DisagreeSales are what they should be considering the market & state of the organization. 3 Somewhat Agree 1 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeA Sales Support function has been established to provide tools & resources. 3 Somewhat Agree 1 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeWe track sales productivity metrics such as dials, samples, new opportunities, etc. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeSalespeople DO NOT waste time with administrative tasks or non-selling activities. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeOur sales people have adopted our CRM system and use it daily. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeA consultative selling framework such as SPIN Selling has been adopted. 3 Somewhat Agree 2 4 Agree 5 Strongly AgreeOrganizational DevelopmentDescription of Best Practices Level of Compliance Score Notes/Comments 1 Strongly Disagree 2 DisagreeRepeatable Best Practices have been documented for each department. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeOur knowledge management infrastructure is providing a competitive advantage. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeOur training programs are up-to-date and produce top quality executives & staff. 3 Somewhat Agree 3 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeOrganizational structure is streamlined and reporting relationships are defined. 3 Somewhat Agree 4 4 Agree 5 Strongly AgreeHuman ResourcesDescription of Best Practices Level of Compliance Score Notes/Comments Knowledge of market share statistics, market trends, or other data is gathered. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeBrand/Product positioning exercises are completed to provide competitive insight. 3 Somewhat Agree 1 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeCampaigns are tested on test groups before being introduced to market segments. 3 Somewhat Agree 3 4 Agree 5 Strongly AgreeSalesDescription of Best Practices Level of Compliance Score Notes/Comments 1 Strongly Disagree 2 DisagreeSales are what they should be considering the market & state of the organization. 3 Somewhat Agree 1 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeA Sales Support function has been established to provide tools & resources. 3 Somewhat Agree 1 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeWe track sales productivity metrics such as dials, samples, new opportunities, etc. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeSalespeople DO NOT waste time with administrative tasks or non-selling activities. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeOur sales people have adopted our CRM system and use it daily. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeA consultative selling framework such as SPIN Selling has been adopted. 3 Somewhat Agree 2 4 Agree 5 Strongly AgreeOrganizational DevelopmentDescription of Best Practices Level of Compliance Score Notes/Comments 1 Strongly Disagree 2 DisagreeRepeatable Best Practices have been documented for each department. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeOur knowledge management infrastructure is providing a competitive advantage. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeOur training programs are up-to-date and produce top quality executives & staff. 3 Somewhat Agree 3 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeOrganizational structure is streamlined and reporting relationships are defined. 3 Somewhat Agree 4 4 Agree 5 Strongly AgreeHuman ResourcesDescription of Best Practices Level of Compliance Score Notes/Comments

8. 1 Strongly Disagree 2 DisagreeJob descriptions are used for all positions, including contractors, consultants, etc. 3 Somewhat Agree 1 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeHiring processes are effective in screening poor performers, and recruiting stars. 3 Somewhat Agree 3 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeStaff retention is very high; we rarely lose star employees. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeWe have the skill sets required to execute our strategic plan for the next year. 3 Somewhat Agree 4 4 Agree 5 Strongly AgreeSystems & TechnologyDescription of Best Practices Level of Compliance Score Notes/Comments 1 Strongly Disagree 2 DisagreeOur Information Technology department delivers a reliable infrastructure. 3 Somewhat Agree 3 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeSystems are flexible/scalable enough to meet our needs for the next 2-3 years. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeWe have a defined Information Technology Plan that aligns to business strategy. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeCurrent systems provide managers with ability to create custom reports easily. 3 Somewhat Agree 2 4 Agree 5 Strongly AgreeProduct DevelopmentDescription of Best Practices Level of Compliance Score Notes/Comments 1 Strongly Disagree 2 DisagreeWe have a defined Product Roadmap that guides our product development efforts. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeOur product development process includes competitive feature analysis exercises,clear checkpoints for development, and a portfolio prioritization scorecard. 3 Somewhat Agree 5 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeProduct Feature Request Forms are used by Sales & Customer Service to documentnew requests. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeProduct & Market Requirements Documents are required for all new products. 3 Somewhat Agree 3 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeWe use a standardized Product Launch Checklist to bring products to market. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeJob descriptions are used for all positions, including contractors, consultants, etc. 3 Somewhat Agree 1 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeHiring processes are effective in screening poor performers, and recruiting stars. 3 Somewhat Agree 3 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeStaff retention is very high; we rarely lose star employees. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeWe have the skill sets required to execute our strategic plan for the next year. 3 Somewhat Agree 4 4 Agree 5 Strongly AgreeSystems & TechnologyDescription of Best Practices Level of Compliance Score Notes/Comments 1 Strongly Disagree 2 DisagreeOur Information Technology department delivers a reliable infrastructure. 3 Somewhat Agree 3 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeSystems are flexible/scalable enough to meet our needs for the next 2-3 years. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeWe have a defined Information Technology Plan that aligns to business strategy. 3 Somewhat Agree 2 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeCurrent systems provide managers with ability to create custom reports easily. 3 Somewhat Agree 2 4 Agree 5 Strongly AgreeProduct DevelopmentDescription of Best Practices Level of Compliance Score Notes/Comments 1 Strongly Disagree 2 DisagreeWe have a defined Product Roadmap that guides our product development efforts. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeOur product development process includes competitive feature analysis exercises,clear checkpoints for development, and a portfolio prioritization scorecard. 3 Somewhat Agree 5 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeProduct Feature Request Forms are used by Sales & Customer Service to documentnew requests. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeProduct & Market Requirements Documents are required for all new products. 3 Somewhat Agree 3 4 Agree 5 Strongly Agree 1 Strongly Disagree 2 DisagreeWe use a standardized Product Launch Checklist to bring products to market. 3 Somewhat Agree 4 4 Agree 5 Strongly Agree

9. Corporate Success Drivers Level Core Competencies Maturity Index StrategicStrategic Planning 2.6 Planning 5.0CRM 1.8 Product CRM Development 4.0Lead Generation 3.8 3.0Measurement 3.2 2.0 Systems & Lead Generation TechnologyMarket Research 2.3 1.0Sales 1.7 0.0Organizational Development 3.3 Human Measurement ResourcesHuman Resources 3.0Systems & Technology 2.8Product Development 4.0 Organizational Development Market ResearchOverall Weighted Average (out of 5) 2.7 Sales Corporate Success Drivers Level Core Competencies Maturity Index StrategicStrategic Planning 2.6 Planning 5.0CRM 1.8 Product CRM Development 4.0Lead Generation 3.8 3.0Measurement 3.2 2.0 Systems & Lead Generation TechnologyMarket Research 2.3 1.0Sales 1.7 0.0Organizational Development 3.3 Human Measurement ResourcesHuman Resources 3.0Systems & Technology 2.8Product Development 4.0 Organizational Development Market ResearchOverall Weighted Average (out of 5) 2.7 Sales