The Impact of Privacy on HP’s
Customer Relationship
Management
Solution
Mike Overly
Vice President, Marketing
hp
© 2003 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without
HP today…
4Q segment revenue percentage*
ESG
‘every business, every region’
IPG
‘record performance’
Imaging
& Printing
Enterprise
Systems
$6.2B
11% growth
industry leader
31.2%
20.6%
HP Services
Personal
Systems
PSG
30.1%
‘execution and innovation’
$6.1B
19% growth
grew faster than US market (IDC)
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$4.1B
2% growth
#1 in servers
#1 in storage
16.1%
HPFS
HPS
‘on demand capabilities’
2.0%
$3.2B
5% growth
#3 worldwide IT service provider
Source: HP Security Analyst Meeting, 12/09/2003
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HP Strategy: Reliable innovation at a price
our customers can afford, delivered with an
experience that sets us apart.
Enhance customer focus
Accelerate growth
Best customer experience
Simplify our organization
for speed and effectiveness
HP’s CRM Objective
Dramatically simplify our global business CRM ecosystem to:
•Deliver an improved, consistent customer experience;
•Increase sales and accelerate revenue growth;
•Improve organizational agility and effectiveness;
•Reduce cost-to-serve.
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HP’s global CRM framework: our vision,
approach & focus
CRM Global Capability
Framework
CRM Vision
Build a cohesive,
integrated CRM
ecosystem to turn
basic data into rich
customer insight
(see, know, anticipate)
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Marketing
Contact Centers
Outside Sales
Customer Knowledge
Management
Approach
Lead Management
Provide business
customers
an industry-leading
experience
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Business drivers for promoting privacy
• Minimizes risk of compliance
breach or regulatory
investigation and costs
• Builds the brand
• Enhances consumer and
employee trust
customer
community
employee
shareholder
• Reinforces global citizenship
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page 5
Highlighting leadership
HP Sponsored Privacy Innovation Award
First Awards given to E-Bay and Alberta CIO in October 2003
Recent Privacy Awards given to HP
#1 among 100 U.S. companies for online customer respect
and experience, July 2003 Customer Respect Group
#1 for online customer respect, High Technology Sector,
April 2004 and April 2003 Customer Respect Group
Among top 3, Fortune 100 Privacy Leaders, June 2003 Computerworld
Magazine
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Current Privacy Environment
•
Customers – Expect robust privacy policies and compliance practices when they
give their personal data to HP. Emerging requirement in customer bids &
managed services.
•
Competitors – Many are investing in and using privacy as a competitive
differentiator, while others ignore the issue at their risk.
•
Employees – Expect strong privacy protections, especially in EMEA.
•
Government Regulators – Enforcement actions are increasing globally; we have
legal obligations through our participation in Safe Harbor. Mistrust of pervasive
use of technologies driving increased level of local and national regulations.
•
NGOs – Privacy viewed as human rights/civil rights issue in many parts of the
world. Advocates and NGOs are knowledgeable, organized, drive press
coverage, enforcement actions, and are well connected to regulators.
•
Press – Media is consistently pro-privacy and assume worst of business’
motives.
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Global Privacy Policy Framework
Values
Standards of Business Conduct
Principles
Customer Policy
Employee Policy
Master Global Policies
Privacy Rulebook
Self Assessment Tools
Specialized Training
IT and Business Process checklist
Contractual devices & model clauses
(Safe Harbor)
Design for Privacy
Implementation Standards
and Tools
Risk Assessment
Web monitoring
Internal Audit Framework
Measure & Report
Review & Remediation
Compliance
Management
Training and Communication
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HP logo
September 16th Version
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