AHM Service Seminars SOW

2/14/2003
Premier Automotive Group

Aston Martin Jaguar Land Rover North America
One Premier Place
Irvine, California 92618
Re: Customer Relationship Management Solution
Ladies and Gentlemen:
This letter confirms the terms of an agreement between The Reynolds and Reynolds Company ("Reynolds"), and Aston MartinJaguar- Land Rover North America ("AMJLR"). Capitalized terms used in this Agreement and not otherwise defined in this
Agreement will have the meanings given them in the attached Exhibit A.
1.
BACKGROUND. Reynolds provides information management solutions to Dealerships of new and used automobiles
through the licensing of various application software programs and databases, the sale of equipment and the provision of support,
maintenance, technical, consulting and other services. AMJLR is a manufacturer of Vehicles, and distributes the Vehicles through
Dealerships. This Agreement sets forth the framework structure for pricing and other terms and conditions available to AMJLR
and its Dealerships with respect to Reynolds Customer Relationship Management Solution, as described in the Statement of Work
attached hereto as Exhibit B (the "Solution").
2.
SOLUTION IMPLEMENTATION SCHEDULE. It is anticipated that each Dealership shall have entered into an Authorization
Letter, which incorporates the Reynolds Master Agreement, Customer Guide, Defined Term and Reyna Master Lease (if
applicable), (collectively, the Master License Agreement), prior to placing an order for the Solution in accordance with such
Master License Agreement. AMJLR and Reynolds shall jointly develop a schedule for installation for Dealerships placing orders
for the Solution, including the piloting of the Solution at certain Dealerships mutually determined by the parties. In order to
participate in the pilot, the Dealership shall also enter into a Pilot Addendum to the Master License Agreement.
3.
PAYMENT TERMS.
(A)
Pricing. The pricing for the Solution is set forth in Exhibit B.
Payment. Reynolds shall bill AMJLR directly for each Dealership that orders the Solution. Except as expressly provided
otherwis e, the prices described in Exhibit B do not include delivery costs, Taxes or incidental costs, all of which shall also be
payable by AMJLR in accordance with this Agreement. AMJLR shall pay Reynolds net thirty (30) days from date of invoice.
Reynolds will bill AMJLR for the one-time charges each month from the date of GCA.
4.
UPDATES. Reynolds may from time-to-time revise and update the Solution. AMJLR and the Dealerships shall adopt any
such revision update. AMJLR shall be responsible for any fees associated with any revision updates.
5.
ADDITIONAL OBLIGATIONS. AMJLR will actively market the Solution to its retailers through its field organization.
6.
OWNERSHIP AND PROPRIETARY RIGHTS. AMJLR agrees and acknowledges that Reynolds owns all rights, title, and
interest in and to the Solution and all enhancements, modifications and revisions, including all data file formats and layouts,
data dictionaries and user and technical interfaces, provided or disclosed by Reynolds to AMJLR, including, but not limited
to, all worldwide inventions, patents, patent applications, literary, artistic and other works, copyrights, the benefit of waiver of
moral rights, trademarks, trade secrets, tools, applications, functions, software codes, software programs, data tables, maps,
structure and other property rights and interests provided by Reynolds. Nothing in this Agreement provides AMJLR or any
Dealership with title, ownership or rights of any kind in or to the Solution or any products or works of authorship of Reynolds,
and AMJLR agrees it will not assert any right, title or interest therein.
-1Confidential Property of The Reynolds and Reynolds Company.

Not intended for use by any other persons without the expressed consent of Reynolds and Reynolds
7.
TERM AND TERMINATION.
(A)
The term of this Agreement shall be for a three (3) year period (Initial Term) commencing on the GCA (the
"Effective Date") with automatic renewals for one (1) year periods (the Initial Term with any renewals shall be the Term).
(B)
Either party may elect to terminate this Agreement with prior written notice to the other party at least 120 days
prior to the expiration of the then current Term. Should AMJLR commit to terminating this Agreement, Reynolds will adjust
each Dealerships monthly statement to collect the one-time and support charges.
(C)
Reynolds may terminate this Agreement if AMJLR commits a material breach of its obligations under this
Agreement and such breach, in the case of a breach which is remediable continues for a period of thirty (30) days after written
notice of such failure has been given by the non-breaching party, provided, however, that if the nature of such breach is such that
it cannot be cured by a payment of money and cannot be cured within a period of thirty (30) days, the breaching party shall have
such additional time as may be necessary as long as the curing of such breach is begun promptly and is prosecuted with due
diligence to completion.
(D)
This Agreement shall terminate automatically if (i) either party voluntarily files a petition in bankruptcy or
insolvency or a petition for reorganization under any bankruptcy law, consents to any involuntary petition in bankruptcy, or is
the subject of a receiving order under the Bankruptcy and Insolvency Act; (ii) an order, judgment or decree by any court of
competent jurisdiction is entered against a party, upon the application of a creditor of such party, approving a petition seeking
reorganization or appointing a receiver, trustee or liquidator of all or a substantial part of that partys assets and such order,
judgment or decree continues in effect for a period of thirty (30) days; provided, however, that such order, judgment or decree
may remain in effect for longer than such thirty (30) day period if such party is diligently appealing such order, judgment or
decree; or (iii) a party makes a general assignment for the benefit of creditors, suffers or permits an appointment of a receiver
for its business or assets, or becomes subject to any proceedings under the Bankruptcy Act and such as signment,
appointment or proceeding is not removed, released or dismissed within ten (10) days after commencement.
(E)
Consequences of Termination. Upon expiration or termination of this Agreement for any reason, each party
shall immediately return all property of the other party, including, but not limited to, any and all Confidential Information of the
other party; provided the parties acknowledge that all fees and payments made to Reynolds under this Agreement shall be
nonrefundable and are not subject to set off or reduction;
8.
CONFIDENTIALITY. Without the prior written consent of the Disclosing Party, (i) the Receiving Party shall not use
Confidential Information of the Disclosing Party except as reasonably required to perform the obligations of the Receiving
Party under this Agreement, and (ii) the Receiving Party shall not disclose the Confidential Information of the Disclosing
Party, except (A) to employees, contractors and Dealerships with a need to know such information for the purposes of
fulfilling the obligations of the Receiving Party set forth in this Agreement and who agree in writing to be bound by Receiving
Partys obligations under this Agreement, and (B) as may be ordered by a court or governmental authority (prior to any
disclosure described in this clause (B), the Receiving Party shall provide notice of the order to the Disclosing Party and in any
event the Receiving Party shall only disclose such information as may be required in the opinion of its counsel). It is
understood and agreed by the parties that (i) the specific terms and conditions of this Agreement and the negotiations and
discussions concerning the transactions contemplated by this Agreement taking place between the parties constitute
Confidential Information, and (ii) promptly after the Effective Date, the parties will mutually agree to (a) text of a press release,
and (b) text of a summary of the relationship that may be distributed to Dealerships.
9.
EXPENSES. Reynolds and AMJLR will bear its own expenses associated with the negotiation, execution and performance of
this Agreement.

10.
MISCELLANEOUS.
(A) All notices, requests, demands and other communications hereunder will be in writing and will be deemed given and
received (a) on the date of delivery when delivered by hand or when transmitted by confirmed simultaneous telecopy, (b) on the
following business day when sent by receipted overnight courier, or (c) five (5) business days after deposit in the United States
Mail when mailed by registered or certified mail, return receipt requested, first class postage prepaid, when addressed as AMJLR
forth in Exhibit C. Any party may change the address to which notices are to be sent to it by giving written notice of such change
of address to the other parties in the manner above provided for giving notice.
(B) This Agreement may not be assigned by any of the parties hereto without the prior written consent of the other
parties hereto. This Agreement will be binding upon the parties hereto and their respective successors and permitted assigns.
(C) The Section, Subsection and other headings in this Agreement are inserted solely as a matter of convenience and for
reference, and are not a part of this Agreement. The Exhibits attached hereto are a material part of this Agreement and are
incorporated herein by this reference.
(D) This Agreement may be executed in one or more counterparts, all of which will be considered one and the same
agreement and will become effective when one counterpart has been signed by each party and delivered to the other party hereto.
(E) This Agreement supersedes all prior agreements, verbal and written, between the parties hereto with respect to the
subject matter hereunder; provided, however, that each Master License Agreement between Reynolds and a Dealership shall
survive in accordance with its terms, and all confidentiality, non-disclosure or similar agreements between AMJLR and Reynolds
shall survive according to their respective terms. Neither this Agreement, nor any provision hereof, may be changed, waived,
discharged, supplemented or terminated orally, but only by an agreement in writing signed by the party against which the
enforcement of such change, waiver, discharge or termination is sought.
(F) This Agreement will be governed by and construed and enforced in accordance with the laws of the State of Ohio as
applied to contracts executed by Ohio residents and performed wholly within that state.
(G) Wherever possible, each provision hereof will be interpreted in such manner as to be effective under applicable law,
but in case any one or more of the provisions contained herein will, for any reason, be held to be illegal or unenforceable in any
respect, such illegality or unenforceability will not affect any other provisions of this Agreement, and this Agreement will be
construed as if such illegal or unenforceable provision or provisions had never been contained herein unless the deletion of such
provision or provisions would result in such a material change as to cause completion of the transactions contemplated hereby to
be unreasonable.
(H) All defined terms used herein will have the same meaning, whether used in the singular or plural form, unless the
context clearly requires otherwise.
(I) Nothing in this Agreement shall confer any rights upon any person other than the parties and their respective heirs,
successors and permitted assigns.
(J) Whenever the term "including" is used in this Agreement, it will mean "including, without limitation," (whether or not
such language is specifically AMJLR forth) and will not be deemed to limit the range of possibilities of those items specifically
enumerated.
(K)
REYNOLDS HEREBY EXPRESSLY DISCLAIMS (AND AMJLR ACCEPTS AND ACKNOWLEDGES SUCH
DISCLAIMER) ANY AND ALL EXPRESS OR IMPLIED REPRESENTATIONS OR WARRANTIES WITH RESPECT TO
PRODUCTS AND SERVICES IDENTIFIED IN THIS AGREEMENT, INCLUDING IMPLIED WARRANTIES OF
MERCHANTABILITY, NONINFRINGEMENT AND FITNESS FOR A PARTICULAR PURPOSE. SUCH REPRESENTATIONS AND
WARRANTIES, IF ANY, AND THE APPLICABLE LIMITATIONS ON AND EXCLUSIONS OF REMEDIES FOR BREACH
THEREOF WILL BE AS SET FORTH IN ANY APPLICABLE MASTER LICENSE AGREEMENT. REYNOLDS SHALL NOT HAVE
ANY LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES RELATING TO THIS AGREEMENT, THE
PERFORMANCE OR NON-PERFORMANCE OF THIS AGREEMENT, THE TRANSACTIONS CONTEMPLATED BY THIS
AGREEMENT REGARDLESS OF THE FORESEEABILITY OF THE SAME, WHETHER UNDER BREACH OF CONTRACT, TORT,
BREACH OF WARRANTY, PRODUCTS LIABILITY, STRICT LIABILITY OR OTHERWISE. FINALLY, REYNOLDS LIABILITY
HEREUNDER FOR ANY REASON SHALL NOT EXCEED THE AMOUNT PAID TO REYNOLDS UNDER THIS AGREEMENT
WITHIN THE TWELVE MONTHS IMMEDIATELY PRECEDING THE EVENT CONSTITUTING THE BASIS FOR A CLAIM.
If this letter correctly reflects our discussions and agreements, please execute this letter where indicated below.
Very truly yours,
THE REYNOLDS AND REYNOLDS COMPANY
By__________________________________
Title:________________________________
AGREED AND ACCEPTED AS OF

THE ___ DAY OF __________, 2003
ASTON MARTIN JAGUAR LAND ROVER NORTH AMERICA
By_________________________________
Title:_______________________________

EXHIBIT A
Definitions
"Agreement" means this agreement.
"Dealership" means those persons authorized by AMJLR to sell the Vehicles.
"Confidential Information" means (A) all data and information relating to the business, products, services and
management of either AMJLR or Reynolds, including proprietary and trade secrets, technology information and
accounting records, which are disclosed by the disclosing party (the Disclosing Party) pursuant to or in the
performance of its obligations under this Agreement or in connection with the negotiation of this Agreement or the
development of the migration plan, regardless of the form of disclosure, and (B) the terms and conditions of this
Agreement; provided, however that "Confidential Information" shall not include any data or information which:
1. is or becomes publicly available through no fault of the party receiving the information (the Receiving
Party);
2. is already in the rightful possession of the Receiving Party prior to its receipt from the Disclosing Party;
3. is rightfully obtained by the Receiving Party from a third party;
4. is independently developed by the party who would otherwise be considered the Receiving Party;
5. is disclosed with the written consent of the Disclosing Party; or
6. is disclosed pursuant to a court order or other legal compulsion.
"Taxes" means taxes or other governmental charges for transactions under this Agreement (for example, sales, use
and property taxes and assessments after audit), but excluding Reynolds income taxes.
"Vehicles" means AMJLR brand motor vehicles.

Aston Martin, Jaguar, Land Rover - North America

EXHIBIT B
PRICING and INVESTMENT SUMMARY FOR AMJLR CRM PILOT
CRM Pilot Project Investment Analysis by Project Partner
Quantity
Unit
Unit Cost
AMJLR
Investment
Total
Reynolds
Investment
Total
Retailer's
Investment
Total
Section I: CRM Strategy & Tactical Materials Development

Research & Development
1) CRM Strategy and Process Sessions - (LMU)
2 Days Strategic Development + 2 Days Tactical Review
CRM Pilot Lead Catalyst consulting & participation in program materials development
Creative Designer & Graphic Arts Services
Average Expenses (estimated airfare and per diem)
2) Reynolds Internal Preparations
Consultant Training on customized AMJLR CRM Program (3 days x 6 Catalysts)
Average Expenses (estimated airfare and per diem)
1
4
4
40
4
4 Day LMU CRM College Facilities
Hours
Per Day
$
$
$
$
$
2,950
1,675
1,675
90
475
$
$
$
$
$
2,950
6,700
6,700
3,600
1,900
18
18
Days (Expenses not Included)

Per Day
$
$
1,675 $
475 $
15,075
4,275
$
$
15,075
4,275
CRM Pilot Project Research and Development Sub-Total: $
19,350
41,200
LMU 5 Day CRM College

5
$
3,750 $
5
$
1,600 $
5
$
1,600
CRM Pilot Project LMU CRM College Sub-Total: $
18,750
8,000
$
$
8,000
8,000
Days: LMU Curriculum Designer

Days: Catalyst Consulting
Section II: Training & Consulting Services - CRM Pilot Retailerships

Assumptions:
Five (5) Pilot Retailers: Two (2) College attendees from Each Retail Center, In-Retailership training to
be conducted at 5 facilities, single facility access to all learners for each Retail Center
4) AMJLR Retailer CRM College (LMU)
5 CRM Pilot Retailership Managers
5 CRM Pilot Retailership General Manager/Retailer Principals
5 AMJLR District Sales Managers
6) Retailer Web-based Training

5 CRM Pilot Retailers: 15 Estimated CRM Application User WBT 90 Day seats each
75
SmartForce WBT Seats
95
15
15

Per Day
$
$
1,675 $
475 $
7) Retailer Technology Check: 5 Retailers @ 1 Day each (CEP)
Days: Onsite Technical Service
1,410
8) Retailer Launch Preparation: 1 day of Application-Specific Training per Retailer (CEP)
Days: Onsite Technical Training
1,410
9) Retailer Technology Launch

5 CRM Pilot Retailers: 4 days CM Launch Training for each Retailer
Average Expenses (estimated Travel and per diem based on 1 day per location)
20
20

Per Day
10) Retailer Continuous Improvement Process Consulting & Training

5 CRM Pilot Retailers: 10 Days of CIP Consulting and Training for each Retail Center
Average Expenses (estimated Travel and per diem based on 1 day per location)
50
50

Per Day
26,750
Optional
Onsite Retailer Services

5) Retailer Assessment, Strategy & Process Training and Consulting: 5 Retailers @ 3 Days each
Average Expenses (estimated Travel and per diem based on 2 days per location)
12,563
3,563
$
$
12,563
3,563
3,525
3,525
3,525
3,525
$
$
1,675 $
475 $
16,750
4,750
$
$
16,750
4,750
$
$
1,675 $
475 $
41,875
11,875
$
$
41,875
11,875
CRM Pilot Project Retailer Consulting, Training and Onsite Services Sub-Total: $
98,425
98,425
15,600
$
$
$
$
1,675
480
950
18,705
Section III: CRM Pilot Project Management

3) Reynolds Project Administration:
Project Management, Scheduling and Retailer communications: 10 hours per week @ $60/hour
Pilot Project Review & Wrap-up Meetings @
CRM Pilot Project Lead Catalyst to meet with AMJLR stakeholders for project review
CRM Pilot Project Manager to meet with AMJLR stakeholders for project review
Average Expenses (estimated Travel and per diem
26
Weeks
600
1
$
1,675
8
Hours
$
60
2
Per Day
$
475
CRM Pilot Project Management and Administration: $
Section IV: CRM Pilot Project Contact Management Technology

A. Infrastructure Required for Contact Management
ERA 3 Consumer Reach Server
Consumer Reach Monthly Support Fees: 5 Retailers x 6 Months
Network Consulting Service (CM readiness)
5
30
5
Servers and Software

Monthly Fees
Network Services
$
$
$
4,950
73
1,175
B. Contact Management Application Services

Contact Management Monthly Store License: 5 Retailers x 6 Months
Contact Management User Licenses: 15 user per store x 5 retailers x 6 Months
CRM Data Conversion from ERA prior to CM Application Launch
Contact Management Specification Setup & CRM Starter Kit
CRM Best Practice Kit - CM Application
30
450
5
5
5
Monthly Fees
Monthly Fees
Data Conversion Service
Setup & Starter Kit
Best Practice Kits
$
$
$
$
$
350
45
1,750
850
1,180
Each Pilot Retailer must have CR installed as

a participation requirement
$
5,875
Contact Management Application Services & Infrastructure Setup Costs Sub-Total: $
$
$
10,500
20,250
30,750
$
$
$
8,750
4,250
5,900
24,775
Total CRM Project Investment by Project Partner during 6 Month Pilot Program: $ 144,525 $ 98,655 $ 123,200
AMJLR Reynolds
Retailer
CRM Project Investment for Each of 5 Pilot Dealers by Project Partner: $ 28,905 $ 19,731 $ 24,640
Total CRM Project Investment for Each of 5 Pilot Dealers:
$73,276
Copyright 2003 by Reynolds and Reynolds - All Rights Reserved
EXHIBIT C
Notices
If to Reynolds to:
The Reynolds and Reynolds Company
Two Reynolds Way
Kettering, OH 45430
Attn: President, Automotive Division
Fax: (937) 485-2080
with a copy to:
The Reynolds and Reynolds Company
Two Reynolds Way
Kettering, OH 45430
Attn: General Counsel
Fax: (937) 485-4123
If to AMJLR North America to:
AMJLR North America
Attn: ________________
Fax:

Exhibit D
Aston Martin Jaguar Land Rover North America
Customer Relationship Management Solution
Project Plan for CRM Pilot
Submitted by:
Reynolds and Reynolds
January 14, 2003

AMJLR-Reynolds and Reynolds CRM Pilot Project Plan

Updated After Project Planning Meetings on 01/07/03
Proposed CRM Pilot Plan:

We will implement Contact Management along with CRM Business Processes at five (5) selected AMJLR retailers as a
proof of concept. The proof of concept will validate the viability of the AMJLR strategy, the Reynolds and Reynolds
installation and training methodology as well as the Contact Management product itself. Upon successful completion of
the proof of concept implementations we will proceed with rollout of Reynolds CRM Business Processes
Implementation and/or Contact Management technology to the balance of AMJLR retailers.
The pilot is designed to track and measure the results of a few select retailers to determine the potential ROI of rolling
out of the initiative to the rest of the AMJLR retailer body. We anticipate the pilot will:
Help retailers increase short-term sales volume and PVR profits.

Improve customer perceived value received from dealer to customer communications.
Increase Sales Closing Ratios on Business Opportunities delivered to dealers via showroom visitors,
incoming phone calls and Internet based customer inquiries.
Prepare retailers to deliver a AMJLR experience to their customers.
Demonstrate the value proposition and ROI of Reynolds Generation Series CRM solutions.

Scope of Work Timeline Summary

Description:
Time Period:
1) AMJLR Strategy and Process Sessions

q
AMJLR Strategic CRM Business owners in
Dayton for two days of CRM Pilot Project
Strategy definition and review. Lead RTS Catalysts
for the AMJLR CRM Pilot Project to participate
q
AMJLR Project Staff responsible for tactical
supervision in Philadelphia for two days of CRM
College material review and editing along with Lead
RTS Catalysts selected for Pilot Project.
Monday 2/24/03 Tuesday 3/11/03
Monday 4/14/03 Friday 5/02/03

Monday 4/14/03 Wednesday 3/05/03
AMJLR Pilot Retailer #1 Assessment

o Monday 4/14/03
Wednesday 4/16/03
o Monday 4/21/03
o Wednesday 4/23/03
o Wednesday 4/30/03
o
Two Strategy & Process Development Days
AMJLR Pilot Retailer #1 Strategy/Process

4/15/03 4/16/03
4/17/03 4/18/03
4/22/03 4/23/03
4/24/03 4/25/03
5/01/03 5/02/03
Thursday 4/17 Friday 6/06/03
Participating Pilot Dealers will be offered the option to

enroll in Web Based Training courses on the CM
application via the Internet
7) Retailer Technology Check

o
o
o
o
o
Tuesday 4/15/03 Friday 5/02/03

o
o
o
o
o

q
3/10/03 3/11/03

q
4/07/03 4/08/03
q
4/07/03 4/11/03
5) Retailer Assessment, Strategy & Process Days

q
One Process Assessment Day
o
o
o
o
o
Monday 2/17/03 Thursday 8/28/03
4) Retailer CRM College

q
One GM/ Dealer 2-day CRM College
q
One Manager 5-day CRM College
2/24/03 2/25/03
3) Reynolds Project Management and Administration
o
o
o
o
o
WBT Modules will be accessible for 90

days following the dealers first time log in
after enrollment in the program
Thursday 4/17/03 Monday 5/05/03
AMJLR Pilot Retailer #1 Tech Check

o Thursday 4/17/03
o Monday 4/21/03
o Thursday 4/24/03
o Monday 4/28/03
o Monday 5/05/03
10

8) Retailer Launch Preparation Activities

q
Software/Keyboard Training: In-Dealership training
with Reynolds CM Application Trainer CEP One
(1) Day per CRM Pilot Dealer
o
o
o
o
o
Friday 4/18/03 Tuesday 5/06/03

q
AMJLR Pilot Retailer #1 CEP Day

Friday 4/18/03
Tuesday 4/22/03
o Friday 4/25/03
o Tuesday 4/29/03
o Tuesday 5/06/03
o

q
4 days CM Launch Training for each Dealer
o
o
o
o
o
Tuesday 4/22/03 Friday 5/23/03

q
AMJLR Pilot Retailer #1 CM Launch

o
o
o
o
o
4/30/03 5/02/03
5/07/03 5/09/03
5/14/03 5/16/03
5/21/03 5/23/03
5/28/03 5/30/03
o
o
o
o
o
5/14/03 5/16/03
5/21/03 5/23/03
5/28/03 5/30/03
6/04/03 6/06/03
6/11/03 6/13/03
o
o
o
o
o
6/04/03 6/05/03
6/11/03 6/12/03
6/18/03 6/19/03
6/25/03 6/26/03
7/01/03 7/02/03
o
o
o
o
o
7/08/03 7/09/03
7/15/03 7/16/03
7/22/03 7/23/03
7/29/03 7/30/03
8/05/03 8/06/03
5/14/03 6/13/03
6/04/03 7/02/03
AMJLR Pilot Retailer #1 CIP Days 7-8

Phase 4 CIP Consulting Visits

o
o
o
o
o
To be delivered after the completion of

the 4 day CM Application launch Days
4/30/03 5/30/03


o
o
o
o
o


o
o
o
o
o
4/22/03 4/25/03
4/29/03 5/02/03
5/06/03 5/09/03
5/13/03 5/16/03
5/20/03 5/23/03
o
o
o
o
o
10) Retailer Continuous Improvement Training

q
10 Days of Continuous Improvement Process
Consulting & Training for 5 AMJLR Pilot Dealers
o
o
o
o
o
To be completed the day following the

Retailer Technology Check
7/08/03 8/06/03

11

Pilot Project Review & Wrap-up Meetings
Tuesday 9/02/03
12

1) AMJLR CRM Pilot Project Strategy and Process Session

Purpose:
Define AMJLRs CRM strategy including the branding issues and opportunities. Reynolds will provide input
based on experience and best practices, but this is AMJLRs strategy session.
Attendees of the AMJLR CRM College will continue to refine the CRM Projects Tactical Blueprint, crafting
and documenting detailed action plans. These plans will be specific to several of Reynolds and Reynolds
trademarked 7 Profit Leaks and will define the Whats, Hows, Whys, Whos and By Whens for each
profit leak. The weeks outcome will include ideal implementation models for Showroom Process, Incoming
Phone Process, Incoming Internet Process, Unsold Follow Up, Sold Client Follow Up and Sales Prospecting.
During this session, the team will define and document:
What CRM means to AMJLR NA
AMJLR required CRM processes
Metrics for success
Retailer brand flexibility
Communication to Retailers
Supporting action plans
Result:
These are specific to Phase I (Crawl).
Refined CRM Blueprint including the following:
- Branding (2 to 1)
- Deployment
- Communication
Documented AMJLR best practices for implementation and action plans
Finalization of content for CRM Pilot Program
The AMJLR CRM manual for retailer strategy communication
Commitment and buy-in generated from AMJLR Project Management Team
Logistics:
Conducted in Dayton and Philadelphia
2 Days for CRM Strategy Review, customization and definition (Dayton)
2 Days for CRM Pilot Project Dealer College tactical review, customization and approval (Philadelphia)
(each 2 day session will be separate and independent, do not have to be concurrent)
Resource:
AMJLR
Attendees for AMJLR CRM College
- AMJLR Corporate
- AMJLR CRM Stakeholders
- Selected AMJLR Retailers who are thought leaders
R&R:
- Lead RTS Catalysts assigned to CRM Pilot Project - 2 days
13


Purpose:
In preparation for the AMJLR Contact Management deployment, Reynolds will:
Create the curriculum and training materials for internal training.

Train our catalysts on the AMJLR strategy and processes
Result:
RTS Catalyst are versed on the AMJLR strategy and vision. They are ready to begin the retailer visits.
Resources:
RTS Instructor
RTS Catalysts involved in AMJLR deployment
14

3) Reynolds Project Management and Administration

We employ strict project management processes throughout the life of this project to ensure that information is not lost, issues are
raised and resolved, scope is controlled, and the schedule is maintained. High quality training and consulting are delivered in a
reliable and cost effective manner.
a) Pre-Visit Communication
Purpose:
The purpose of the pre-foundation visit communication is to allow the catalyst to introduce themselves to the
retailers, confirm the scheduled training date, and inform the retailer that a pre-visit package will be arriving
soon.
The components of our pre-visit communication are:
Pre-visit phone contact.
Pre-visit packet (includes letter to retailer, pre-visit checklist, agenda and roster).
Follow up phone contact to confirm packet was received
Result:
Complete communication to retailer regarding dates and expectations for the catalyst visit.
Resource:
RTS Account Manager
RTS Catalyst
b) Administration
Purpose:
Reynolds will be responsible for coordinating all arrangements associated with the AMJLR Contact
Management Training Program to include:
In- Dealership Training Letter - we will schedule in-house training in each dealership. A follow-up letter/fax
will be sent to all Dealer Principals outlining the dates, times and agenda for the in-dealership sessions.
Field Notification a similar email/letter will be sent to all AMJLR Field personnel the represent the
Retailers in the pilot. Shipping - we will ensure the timely arrival of all training materials to each participating
retailer.
In-dealership Evaluation we will provide an in-dealership evaluation at the conclusion of the CRM
Process Assessment in-dealership visit on day 1 and again after the CIP Day 10 visit.
We will distribute training status reports to AMJLR retailers and other applicable parties.
AMJLR will separately contract with J.D. Power to conduct dealer satisfaction surveys before and after the
pilot project with the 5 selected dealers and a control group of 5 dealers not involved with the pilot.
Dealer Action Plans we will prapare a detailed visit summary and Dealer Action Plan (DAP) after each
CRM consulting and training visit that the retailer will sign during the exit meeting between the CRM
Catalyst and the Dealer or GM on the last day of each visit.
15

A signed copy of each Dealer Action Plan will be faxed from each dealership by the catalyst prior to leaving
the dealership on the last day of each visit.
The catalysts will utilize a dedicated CRM Project eFax number which will automatically distribute each
visits signed DAP to the Project Management Team at Reynolds for post-visit review.
Reynolds will set up a web accessible, password protected, online file storage account and electronically
store the signed retailer DAPs online within a file storage account accessible by AMJLR project
management.
At the conclusion of the project, Reynolds will supply AMJLR with a CD-ROM containing electronic
copies of each signed retailer DAP and the online storage account will be closed.
Project Management
Reporting:
Document Users
Action Plans - Accomplishments during visit
Performance notes: Utilization, Proficiency, Compliance, and Integration
Lead Routing and Internet Lead Providers
Open Issues and future support needs and interest areas
Reporting and monitoring of activities by user phone contact to dealership personnel to discuss ge and
training to improve overall efficiency
Utilization and results monitoring
Training satisfaction metrics
Escalation and resolution process
AMJLR CRM Pilot Project Status Meetings
Establish & Maintain a project management Action list
Manage timelines and budgets
Result:
Communications to all involved parties in regards to CRM pilot project status.
Resources:
RTS Account Manager
RTS Catalysts
Reynolds Account Managers
16

4) Retailer CRM College

Purpose:
Training conducted offsite in Philadelphia, where AMJLR and its selected retailer(s) will be trained on all
foundational aspects and theories of customer relationship management. Topics include customer touch points in
the retailer business environment, how to best manage those touch points, and potential approaches and
strategies for maximizing current customers.
Result:
Gain deeper understanding of CRM
Learn best practices for implementation
Strategic CRM Blueprint developed
Commitment and buy in generated from AMJLR and its retailer(s)
Logistics:
Conducted in Philadelphia (multimedia available and other resources)
Up to 14 attendees
One 2-Day Dealer/GM CRM College
One 5-Day CRM Manager College
Included in the college fee per attendee is the hotel, shuttle to and from the hotel and lunch.
17

5) Retailer Process Assessment, Strategy & Process Development Days

There are many CRM challenges and opportunities for retailers today. Our goal is to help them identify their
CRM implementation challenges and capitalize on their dealership specific areas of strength and business
opportunity. In order to do this we first have to look at the retailers current business practices related to
handling incoming opportunities and outgoing customer-directed communication. We will assess these areas
and identify the challenges your retailers face in todays competitive market. Then, we can attempt to turn these
challenges into opportunities.
Purpose:
Present to the retailer the AMJLR vision, strategy and deployment plan. Communicate the phased approach to
the implementation of the solution. Define and incorporate retailer branding within the pre-defined processes.
RTS Catalyst will train processes in preparation for technology launch.
Result:
Assessment of current state of retailer analyzed

AMJLR vision and strategy communicated
Tactical plans developed specific to retailer including retailer branding opportunities
CRM Evaluation Metrics defined
Logistics:
Process Assessment, Strategy Definition and Process Development days are conducted at the retailers facilities
unless the retailer makes other arrangements for an offsite location.
1 Business Process & Communications Assessment Day
2 CRM Strategy Definition & Process Development Days
Resources:
Retailer:
Key management team including: Owner, General Manager, Sales Manager(s), Used Car Manager, Service
Manager and Parts Manager
AMJLR:
District Manager (optional)
R&R Resource:
RTS Catalyst 3 days per retailer
18


Purpose:
The web based training provides an introduction to the Contact Management software prior to the launch date.
It teaches users how to maximize ge of system in modular format using a minimally disruptive method. Web
based training provides the flexibility for employees to work at their own pace. Users can complete all modules
at once, individually or several at a time.
Each person using Contact Management is required to take the courses designated for their job function and
system access level prior to user knowledge check visit.
Modules include:
Module
Introduction to Contact Management
Manage Client Records
Manage Prospects
Manage Your Daily Activities
Schedules / Processes
Tools / Reports
Introduction to the Wireless Intelligent Terminal
Sales Activities
Sales Management Activities
Manage Contact List
Contact Management Specifications
Microsoft .Net and .Net alerts
Approximate
Time
20 minutes
40 minutes
20 minutes
45 minutes
35 minutes
20 minutes
15 minutes
30 minutes
30 minutes
20 minutes
25 minutes
50 minutes
Result:
Retailer employees are trained on the Contact Management product for the specific modules they require.
Resource:
AMJLR Retailer:
All employees who will have a user login for Contact Management
R&R:
Smart Force Web Based Training (self paced)
Reynolds Customer Education Manager
19

7) Retailer Technology Check

Purpose:
The Contact Management Technology Check insures that all necessary technology is in place prior to the
scheduled launch date. Conducting this check minimizes the risk of disruption to planned launch day due to
environment ready state.
Technology Check includes verification:
Hardware upgrades required for ERA3 (eg., additional memory, disk, upgraded server, etc..)
Installation of ERA version 4.8 or higher
Installation of Consumer Reach
Network Connection requiring a persistent connection to Internet
Result:
Validation that retailer environment is ready for Contact Management technology launch.
Resource:
AMJLR Retailer:
System Administrator
R&R:
Customer Education Manager
20

8) Retailer Launch Preparation Activities

Purpose:
Insure system and users are ready for launch.
Reynolds Responsibilities
Data conversion
- customers
- new vehicle inventory
- used vehicle inventory
- service history
- F&I deal history
Specification setup
- business unit
- users
- standard set download including schedules, letters and activity results
User knowledge check - Customer Education Professional validates individual users knowledge level
Retailer Responsibilities
Complete web based training specific to their system access level
Redirect internet leads
Insure Internet Explorer version 5.5 or higher on all PCs
Result:
Validation that Contact Management system and users are ready for Contact Management technology launch.
Resource:
R&R:
Customer Education Professional (CEP) 1 day
Distance Learning
Data Conversion Team
21


Purpose:
System goes live and it is now time for technology and processes to be merged to automate the processes.
Catalyst ensures that users are following processes and using the Contact Management tool.
Result:
Automation of processes implemented through the use of Contact Management to ensure a consistent
experience for the consumer.
Logistics:
Technology launch day is conducted at the retailer location.
Individual Retailer/Go Live Training Days
4 days for each pilot Retailers
Resources:
AMJLR Retailer:
All system users
AMJLR:
District Manager (optional)
R&R:
RTS Catalyst - 4 days per retailer
22

10) Retailer Continuous Improvement Process (CIP)

Purpose:
Insure ongoing compliance and improvement to process
Result:
Upon completion of Phase I (Crawl), retailers will have automated business processes for the management of
Walk in Prospects, Phone Prospects, Internet Prospects and the Unsold Follow-Up associated with the three
inbound sources of customer contact and inquiry.
Crawl Phase
Profit Leaks
Showroom Process
Incoming Phone
Incoming Internet
Unsold Follow Up
Set
Strategy
Define &
Document
Processes
Technical
Infrastructure & Integration
Basic
System Training
Technology Components:
Provides sales personnel the ability to manage their time more effectively throughout the day. Depending on
their job role and preference, they can quickly view their daily activities on the Daily Work Plan (if they
prefer list format) or on the Calendar (if they prefer time increments). Internet Managers tend to like to
work from their Inbox so they see the leads immediately.
Microsoft .NET Alerts as a tool to remind the salespeople of an upcoming activity or new email lead in
order to stay on target for the day.
Management can easily monitor the progress of the sales people and coach where necessary for results.
Assignment of new leads and customers to sales personnel and re-assignment of customers and prospects in
the event of sales turnover.
Extensive drill down capabilities to searching for clients, prospects and those prospects interested in specific
vehicles.
Reports provide an analytical view of the management of prospects and customers. There are fourteen
standard reports in the system today with drill down capabilities.
Vehicle Management allows users to search the ERA database real time. Contact Management provides
23

the ability to view details from ERA for all vehicles regardless of whether they are in stock, in production or
if the order was just placed.
Logistics:
CIP days are conducted at the retailer location.
Individual Retailer Continuous Process Improvement (CIP) days are essential to the long term success of
any dealerships CRM implementation. For maximum effectiveness, CIP visits to the dealership
- 3 days during week following CM Technology launch
- 3 days scheduled 2 weeks after first CIP visit
- 2 days scheduled 3 weeks after second CIP visit
- 2 days scheduled 4 weeks after third CIP visit
Resources:
AMJLR Retailer:
All Contact Management users
R&R:
RTS Catalyst - 10 days per retailer
24

AHM Service Seminars SOW

Transféré par

Informations du document

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

AHM Service Seminars SOW

Transféré par

Droits d'auteur :

Formats disponibles

2/14/2003

Premier Automotive Group

Pricing. The pricing for the Solution is set forth in Exhibit B.

-1Confidential Property of The Reynolds and Reynolds Company.

TERM AND TERMINATION.

-2Confidential Property of The Reynolds and Reynolds Company.

AGREED AND ACCEPTED AS OF

ASTON MARTIN JAGUAR LAND ROVER NORTH AMERICA

-4Confidential Property of The Reynolds and Reynolds Company.

-5Confidential Property of The Reynolds and Reynolds Company.

Aston Martin, Jaguar, Land Rover - North America

CRM Pilot Project Investment Analysis by Project Partner

Section I: CRM Strategy & Tactical Materials Development

4 Day LMU CRM College Facilities

Days (Expenses not Included)

CRM Pilot Project Research and Development Sub-Total: $

LMU 5 Day CRM College

Days: LMU Curriculum Designer

Section II: Training & Consulting Services - CRM Pilot Retailerships

6) Retailer Web-based Training

SmartForce WBT Seats

Days: Catalyst Consulting

7) Retailer Technology Check: 5 Retailers @ 1 Day each (CEP)

Days: Onsite Technical Service

8) Retailer Launch Preparation: 1 day of Application-Specific Training per Retailer (CEP)

Days: Onsite Technical Training

9) Retailer Technology Launch

Days: Catalyst Consulting

10) Retailer Continuous Improvement Process Consulting & Training

Days: Catalyst Consulting

Onsite Retailer Services

Section III: CRM Pilot Project Management

Section IV: CRM Pilot Project Contact Management Technology

Servers and Software

B. Contact Management Application Services

Each Pilot Retailer must have CR installed as

Contact Management Application Services & Infrastructure Setup Costs Sub-Total: $

Copyright 2003 by Reynolds and Reynolds - All Rights Reserved

-7Confidential Property of The Reynolds and Reynolds Company.

Aston Martin Jaguar Land Rover North America

Customer Relationship Management Solution

Project Plan for CRM Pilot

-8Confidential Property of The Reynolds and Reynolds Company.

AMJLR-Reynolds and Reynolds CRM Pilot Project Plan

Proposed CRM Pilot Plan:

Help retailers increase short-term sales volume and PVR profits.

AMJLR-Reynolds and Reynolds CRM Pilot Project Plan

Scope of Work Timeline Summary

1) AMJLR Strategy and Process Sessions

Monday 2/24/03 Tuesday 3/11/03

2) Reynolds Internal Preparations

Monday 4/14/03 Friday 5/02/03

AMJLR Pilot Retailer #1 Assessment

Two Strategy & Process Development Days

AMJLR Pilot Retailer #1 Strategy/Process

Thursday 4/17 Friday 6/06/03

Participating Pilot Dealers will be offered the option to

7) Retailer Technology Check

Tuesday 4/15/03 Friday 5/02/03

6) Retailer Web-based Training

Monday 4/07/03 Friday 4/11/03

5) Retailer Assessment, Strategy & Process Days

Monday 2/17/03 Thursday 8/28/03

4) Retailer CRM College