1. Helping your customer to quickly and easily complete their top tasks Top Tasks Management Gerry McGovern gerry@customercarewords.com www.customercarewords.com

2. @gerrymcgovern

8. “The time of guys sitting in a back room smoking cigars is over”

19. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 Site IQ review of 23 IT Vendor web sites for 2011 year end

21. Tasks Pie Chart

22. Top 20 Tasks

23. Bottom 20 Tasks

25. 25

27. 50 most active contributors Customers want:

28. Scottish Enterprise (67 Tasks)

29. Top 20 Tasks FUNDING

30. Bottom 20 Tiny Tasks

31. Enterprise Ireland (83 Tasks)

32. Top 20 Tasks: Enterprise Ireland Copyright © Customer Carewords Ltd. FUNDING

33. Bottom 20 Tasks: Enterprise Ireland Copyright © Customer Carewords Ltd.

34. Innovation Norway (97 Tasks)

35. Top 20 Tasks: Innovation Norway FUNDING

36. Bottom 20 Tasks: Innovation Norway

39. TOP TASKS @ Making downloading software easier Gerry McGovern gerry@customercarewords.com www.customercarewords.com @gerrymcgovern

40. © 2009 Cisco Systems, Inc. All rights reserved.Cisco Confidential 40 John Chambers, CEO Cisco “Customer success is not only a personal passion of mine, but our first priority as a company. No matter how good we are, the one thing that can bring us down is getting too far away from our customers.” 40

42. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 42 Site IQ review of 23 IT Vendor web sites for 2011 year end

43. Continuous Improvement Identify Top Tasks Measure Top Tasks Task Based Support

44. Tasks Pie Chart

45. Top Tasks for Cisco.com Support related task Option2:TasksSum of % Download Software23.72% Configure4.64% Troubleshoot2.82% Install2.61% Maintain1.05% Design0.73% Grand Total35.58% Fig. 1 – Top tasks from Task Identification Research Option2:Tasks Sum of % Download Software27.62% Configure5.17% Troubleshoot2.90% Install & Upgrade2.76% Maintain & Operate1.09% Design0.83% Grand Total40.37% Fig. 2 – Top tasks from Web Metrics May 2010 Fig. 3 – Top tasks from Web Metrics Sept 2010

46. Potential versus Current Customer

47. 2010 15 Steps Downloading Software for 7920 280 seconds approx

48. Path 1 1

49. 2

50. 2 6 5 4 3

51. “I’m assuming that one of these is the one I want.” 7

52. Path 1 8

53. 9

54. 10

55. Path 1 11

56. Path 1 12

57. Path 1 13

58. Path 1 14

59. Path 1 15 “There are a lot of steps before you get to download”

60. 2012 4-7 Steps Download Software for RV082 60-100 seconds

61. Obtain the latest firmware for your RV082 router compatible with Version 3 hardware. Task 1 performance = Success Rate Comparisons August 2011February 2012

62. 1 2 3 4 Strength: The ideal download path has been significantly improved from previous testing. It is now just 4 steps versus 7 to 13 steps previously. Four out of 14 people took this very short path.

63. @gerrymcgovern

64. Questions & Answers Take the next step: Visit our website: www.customercarewords.comwww.customercarewords.com Or Email: info@customercarewords.cominfo@customercarewords.com