SAPPI FOREST PRODUCTS
Sappi Craft (Pty) Ltd.

Dear Bill,

There are some activities I would like to confirm with you prior to our closing this year.

The work we have been doing to change the behaviour of our marketers from order takers to relationship builders has been showing real signs of success, and I feel strongly that we need to keep up the programme into the new year. Currently we have implemented around sixty percent of the "Complete Sales Action System", with the balance to be completed in the first few months of 2001.

The main justification for using the programme is the ability to operationalise the activities, for a fully integrated customer relationship management approach. In our industrial markets, the face to face component of relationship building is critical, and a high level of discipline is required in servicing the customers.

After four meetings with Pivotal, and seeing the first signs of some customisation to Sappi's requirements, I am very excited with the product. It will enable us to combine the 'Complete Action Sales System" and "Managing Complex Business Relationship

System'", and enable the company electronically. Once we have achieved this, I believe we will have the most comprehensive CRM system in the world with the correct human behaviour behind it. (Thanks to the adding of your two systems to Pivotal's e-commerce CRM platform your systems provide the best in selling and servicing behaviours. A CRM platform is only as good as the business behaviours of the organisation.)
Therefore I would like to confirm that we complete the training early in the New Year, and perhaps lock at regular refresher sessions to keep the programme active.

Judi N Sandrock
Knowledge Manager - Sappi Forest Products

PS: We look forward to your new direction for 2001 of "productising" your present video and paper based system into a dot.com sales and CRM coach for individual sales people, marketers, managers and executives.