® ® © 2007 E*TRADE FINANCIAL Corp. All rights reserved. This presentation contains confidential...

®

®

© 2007 E*TRADE FINANCIAL Corp. All rights reserved.This presentation contains confidential information and may not be disclosed without

E*TRADE FINANCIAL Corporation’s written permission.

Servicing Global CustomersNovember 8, 2007

Will Kaser Vice President, Customer Service Operations

E*TRADE Financial

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2007 E*TRADE FINANCIAL Corp. All rights reserved.

“While CRM systems to date have improved selling and servicing for companies based in a single locale, most CRM solutions being to fail as business growth

expands across borders and currencies, resulting in poor visibility at each point of the global organization from country to region to headquarters.”

Source – NetSuite Global CRM

Today’s Objectives

Gain understanding of E*TRADE’s global reach and CRM capabilities

Stimulate discussion and ideas on the topic of servicing global customers

How many multinational organizations in attendance today?

Any E*TRADE customers?

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Our Business

Of our 4.9 MM brokerage and banking customer accounts…

~250,000 are global retail customers

Utilizing 16 branded websites

Supported by ~800 employees, >24 languages

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Global Reach

PHILIPPINES

SINGAPORE

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Global Service Vision

Link disparate local capabilities into global asset

Integrate servicing customers globally with servicing global customers

Deliver consistent customer experience by utilizing common servicing platform

Leverage common knowledge base and extend enterprise resources (training)

Establish regional service centers

Extend current products and services into new markets

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Value Proposition

Leverage product and global technology infrastructure to create new customer opportunities

Augment the growth strategy with global servicing capabilities to achieve strategic advantage

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Guiding Principles

Utilize global infrastructure for worldwide distribution

Maximize economics of offshore operations to establish round-the-clock servicing capabilities

Reduce operational cycle times

Utilize outsourcers as enablers to accelerate globalization efforts

Replicate regional support model to further drive globalization

Improve customer satisfaction

How many CRM programs use customer satisfaction or other customer feedback as guiding principle?

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Global CRM Challenges

Foreign business practices

Voice of the customer

Risk management

Controls

Multiple currency accounting

Global partner involvement

Reporting / dashboards

Governance

Foreign language support

Multiple time zones

Cultural affinity

Technology deployment

Business continuity

Talent pools

Leadership skills

Scalability

What challenges are your CRM programs facing?

Are they similar or different?

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Technology Considerations

“Lite” systems limit customer service capabilities

Citrix capabilities offer bridge solution to core servicing systems

Global network design is key to success

Integrated data networks with partners

Technology parity with US operations

Data privacy guidelines

Reporting capabilities – global, regional, local What technology considerations has your CRM program faced?

Are you using a packaged solution or proprietary build?

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Building the Business Roadmap:Assessing the Landscape

Canada

Applying US best practices

Strengthening language capabilities

Establishing branch network

EMEA

Expanding the footprint

Launching new products

APAC

Continuing to build brand awareness

Regional expansion

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Phase One: Philippines

Objective Build fully captive, global operation capable of handling a spectrum of servicing

activities and sales support capabilities

Successes Established four lines of business, growing operation to >600 FTE in nine

months with quality that meets/or exceeds US standards

Key Learnings

Outsourcer can only take your plan so far Quality, technology design and business continuity planning are paramount

Next Steps

Complete language migration to region

EMEA

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Canada, France, Germany, Hong Kong, Japan, United Kingdom

Add international diversification to your stock portfolio

Hedge U.S. dollar exposure with five global currencies

Easily manage your Global Trading Account online with your other accounts

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Emerging Customer and Servicing Markets

Costa Rica

China

Vietnam

South Africa

Argentina

Czech Republic

Are your CRM programs prepared to adapt to new challenges?

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Parting Thoughts

Understand your company’s specific needs

Awareness of the global customer is key

Allow customer experience to drive decision-making

Governance and advisory oversight is necessary

Focus on quality

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[email protected]

® ® © 2007 E*TRADE FINANCIAL Corp. All rights reserved. This presentation contains confidential...

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