The users know what they want The users

The users know what they want The users can tell us what they want. The RFP has all the requirements for the new system.

Is CRM an oxymoron? Oxymoron: A figure of speech in which apparently contradictory terms appear in conjunction Synthetic natural gas advanced BASIC Diet ice cream CRM ? Silent scream Virtual reality Peace force A little pregnant Jumbo shrimp

Agenda CRM @ Māori Trustee Why CRM is an Oxymoron CRM Assumption 1 CRM Assumption 2 CRM Assumption 3

Connect to our People Grow Assets Capitalise Assets

IT Strategy Canvas

Information Today Issues Data quality Reliability Incomplete Many sources Owners MT Staff Owners Difficult to report MT Staff No sharing Tenants Old tools Tenants Supply Demand Information Future Quality Owners Easy to create MT Staff Technology Integration Tenants MLC LINZ DIA Supply Easy to find MT Staff Easy to share Tenants MLC Demand Any tool

Tactics Infrastructure (Prop) Hosting requirements WAN services Network architecture Systems architecture AD, Email and Internet Collaboration framework Users (Hooker) Help Desk New PC Windows 7 Office 2010 Information Systems (Prop) Tui (Core System) Tangaroa: (Document Mgt) Information Strategy GIS (support) Scanning

Owners Tui MS CRM (Property and Owner) MS Share. Point Documents Tangaroa MS Navision ($) MS Share. Point

Tui ) ss sis y l na pa a , g nts e m e uir q a se Ph Re 1: Ph 2: e as an c ts e ark M Ph as : e 3 (A tro lba F –R MT o) ek I (K a) are e r a n rm o inf as R r– e tn r pa f no o ti lec e : S 4 e S Ph o ati r pe a p as Ph C o : P 5 e FP k (Pu ui) t (T en ) ea (K e as h P 6: m lop e v De Aug (2010)……Jan… ………. . April……May… Aug…. Sept……Dec………………. Sept 2012

Strategy Canvas

Tui Benefits Benefit 1: Increase accessibility of information about properties and owners for internal and external users Benefit 2: ……. Benefit 3: Reduce time spent on extracting and manipulating data to produce reports …. to benefit 10

Benefit 3: Reduce time spent on extracting and manipulating data to produce reports Do new things Do things better Saving of 50 hours per month (across all sites) as staff are able to easily access and report on data they need and then reuse the same reports/searches. $15, 000 Financial Ability to extract ad hoc, monthly and annual accounts reports much more quickly. Saving of 150 hours per year $3, 750 Quantifiable 100% of important KPI’s are provided through a dashboard on the Maori Trustee intranet or similar eliminating monthly KPI reporting in real time where possible. Administrators are able to develop complex parameter based reports and save them for global use for use within the system interface. Measurable Observable Users can create basic reports. Users can create and save searches (survey to determine time). Improved accuracy of information through business intelligence reports that lead to improved business insights and decision making Stop doing things Generating KPI’s manually reduce time by 25 hours per month saving $7, 500 / year Less reliance on technical/contractors to develop reports saving $10, 000 / year.

CRM is critical in helping Maori Trustee deliver to is strategic themes. Connect to our People Grow Assets Capitalise Assets

Why CRM is an Oxymoron? Assumption 1: In CRM, if we store more about our customers and we deliver it quickly we will improve customer relationships Implies: Mass * Velocity = Improved Customer Relationships

Gro w. A sse ts Finance? Land Social Cultural s p i h s n o i t Right Rela + s l l i k s t h g i R + n o i t a m r o f Right In e g d e l w o n &K = n o i t c a t h Rig Relevanc y Potency But wa i not jus t – t any old inform ation e r a t ill Whaw do e l desirab of

Relevancy Potency Coherency Mass * Velocity Relevancy Potency Coherency =

Why CRM is an Oxymoron Assumption 1 Increase Customer Information Mass and Velocity Improved Customer Relationships n o i s Co lu c n Overlook essential information attributes (Relevancy, Potency, Coherency).

Why CRM is an Oxymoron: Assumption 2: CRM will help us manage relationships

Difficulty: A. Understanding knowledge form B. Understanding knowledge flow C. Of design Leads to: D. Constraints of orientation

A: Difficulty understanding knowledge form

B: Difficulty understanding information flows Ross, Parker (2004) The hidden power of social networks

D: Difficulty of design: Relational nature of CRM 2011 informal connections) (note CRM

C: Constraints of orientation: Customer Relationship Management Relationship Participation Managing Response Processes • • • Structured Controlled Ordered Predictable Tacit Fluid Dynamic Unpredictable Adaptive Driven by • • • Strategy Plan KPI Accuracy Sense making Intuition Plausibility Emergence Participation

Why CRM is an Oxymoron: Assumption 2: CRM will help us manage relationships It is NOT possible to management relationships n o i s Co lu c n It is possible (essential) to participate in them

Why CRM is an Oxymoron: Assumption 3: The CRM platform simplifies system design and development

The customers know what they want. The customers can tell us what they know. The customers know why they know what they know.

Pro er p lo De ve Hmm…this is complicated ject Man Hmm…this is complex Simple Client / r e g a n Ma age r

Motive Bermuda Triangle Complex Project Manager Time Cost Scope its f e B Client Simple en Te ch nic al Developer Complicated

Complicated Complex Complicated equals: not simple but ultimately knowable. Complex equals: not simple but never fully knowable.

Cynefin Framework Dave Snowden http: //en. wikipedia. org/wiki/Cynefin

Require ments Analysis Design Develop Simple Complex Complicated Test Launch

Why CRM is an Oxymoron: Assumption 3: The CRM platform simplifies system design and development n o i s Co lu c n Because we confuse complexity and complicated incorrect methods are used • Einstein: “Everything should be made as simple as possible, but not simpler”

n o i s Is CRM an Oxymoron? lu c n Co l a n i F • Don’t create information noise, create value (relevance, potency, coherency) • You cannot manage relationship you can only participate in them • Knowledge of system state (simple, complex, complicated) helps clarify methodology