Microsoft Dynamics CRM User Group CRMUG Regional Chapters

Microsoft Dynamics CRM User Group (CRMUG®) Regional Chapters December 13, 2012 Regional Chapters

MIKE MARTIN PROJECT MANAGER Regional Chapters

CSX Overview § § Headquartered in Jacksonville, Florida Serves all major markets in the eastern United States with more ports than any other railroad § Transports over 7 million carloads per year § Covers 21, 000+ route miles in 23 states, the District of Columbia, and two Canadian Provinces § 32, 000+ employees § 2011 Revenue - $11. 7 Billion Montreal Syracuse Selkirk Boston Buffalo Detroit Newark New York City Chicago Toledo Harrisburg Willard Philadelphia Pittsburgh Baltimore Columbus Cumberland Washington D. C. Indianapolis Cincinnati Charleston Huntington East St. Louis Norfolk Louisville Rocky Mount Nashville Knoxville Charlotte Hamlet Memphis Atlanta Birmingham Montgomery Charleston Florence Savannah Waycross Jacksonville Pensacola New Orleans Tampa Orlando West Palm Beach Miami Regional Chapters

CSX Overview Percent of 2011 Revenues Life-essential Needs 48% Energy Group 5 Production Agriculture Group 4 Related Consumer Group 2 Spending Discretionary Needs 52% Industrial Group 1 Production Housing Group 3 Related Coal 32% Agriculture, Phosphates, Food & Consumer 16% Intermodal, Automotive 21% Chemicals, Metals 19% Emerging Markets, Forest Products 12% Regional Chapters

Dynamics CRM Implementation Overview § 2011 On-premise § 1, 300+ enabled users § 5 year implementation § Team of 6 employees CSX won 2011 Microsoft Customer Excellence Award in Building Customer Relationships! § Customer Effective Regional Chapters

CSX Implementation Roadmap Opportunities Customer Activities Portfolio Management Accounts Receivable* Customer Contracts* Supplemental* Credit* Sales Account Profiles Biographical Information Historical Traffic Data Account Planning* Marketin g Finance Marketing Lists Market Segments Price Quotes Target Marketing Customer Problem Resolution Logs (CRIS) Service Issue Trends* Telephony* Customer Service Operatio ns * Future enhancement Customer Site Information On Board GIS maps and Customer Data* Service Excellence* Regional Chapters

Business Problem How to visualize data? Regional Chapters

Solution Visual Hierarchy Regional Chapters

Implementation § Process management is done via HP’s Quality Center § Multiple design iterations with our CRM user team § Sneak peaks during formal training sessions for user feedback § Scheduled to be released to end users at the end of this year Regional Chapters

Lessons Learned § Do your homework § Recognize the need for a Partner § Process to address data quality § Document any updates/changes to the original requirement very thoroughly § Have a well thought out, executable strategy for knowledge management Regional Chapters

Q&A Regional Chapters