1. Unlock Customer Usage Data to Drive Customer Success February 20, 2013 2pm to 3pm EDT W E B C A S T S E R I E S

2. Featured Speakers Robert Johnson President & CEO Dennis Gershowitz VP, Service Strategies Practice Karl Wirth CEO/Cofounder

3. CEMDNA Playbook Strategy Dennis Gershowitz VP, Service Strategies Practice Anthony & Alexander Group LLC

4. Managing the Online Customer Experience is the Next Frontier Traditional customer service channels Call center Professional Services Field Service Times have changed! New cloud & SaaS online channels On-demand and other self-service resources Customers contact service/support as a LAST resort! How do you know and serve customers in this new online world to ensure satisfaction and loyalty? CEM remains a constant in every industry and business model There are proven ways to manage the quality of the customer experience

5. CEMDNA Playbook Strategy ℠ 4 Phases – 12 Building Blocks

6. Unlock Customer Usage Data to Drive Customer Success Karl Wirth CEO/Cofounder, Apptegic Apptegic software helps organizations understand their customers and respond to them in-context. Karl has been a product and marketing executive at Red Hat, Sentillion, and RSA Security. http://www.apptegic.com

7. Two of the essential principles of business success Know your Customer Serve your Customer

8. Offline, you can get to know your customer

9. Offline, you can guide your customer to success

10. Online, how do you know your customers and guide them to success?

11. KNOW YOUR CUSTOMER IN AN ONLINE WORLD by Understanding their Engagement with your Business Confidential - Not for Distribution – Page 11

12. Imagine you run the Google Docs business

13. How can you see and serve inside the black box?

14. Track user’s page views, clicks, business metrics

15. CONFIDENTIAL Engagement Score

16. CONFIDENTIAL Segment customers by behavior and attributes

17. CONFIDENTIAL Analyze Trends

18. CONFIDENTIAL Understand particular customers

19. Get Alerts

20. Synch insight to SalesForce / CRM

21. SERVE YOUR CUSTOMER IN AN ONLINE WORLD by Responding to them Personally and In-Context

22. CONFIDENTIAL Off Site, Out of Context 1:Many Marketing Email Text Phone Chat 1:1 Service Sales Email Marketing Marketing Automation Apptegic Smart Message TM On Site, In Context Communicate appropriately and effectively

23. Smart Message right into the Web Experience

24. Move customers down the funnel

25. ANOTHER EXAMPLE: B2B MARKETING Confidential - Not for Distribution – Page 25

26. First Visit Second Visit

27. How Different Footer Calls to Action. If I complete one, the other is shown Provide a guided tour Pop up a form

28. Understand and respond to each customer online. Turn your customers into your champions.

29. apptegic.com

30. Customer Usage Data in Action at Team Support Robert Johnson President & CEO

37. Healthy Customers Trial Customers – Which one will convert?

40. Thanks for Your Participation Robert Johnson President & CEO Tel. 800/596-2820 x803 rjohnson@teamsupport.com Dennis Gershowitz VP, Service Strategies Practice Tel. 910/270-5382 dennisg@dgassocaites.net Karl Wirth CEO/Cofounder Tel. 617/960-7784 kwirth@apptegic.com

41. Requests for Information Bill Bradley Director of CEM Marketing Omega Management Group Corp. Tel.: 978/715-2587 bbradley@omegascoreboard.com www.omegascoreboard.com Check for upcoming webcasts at www.omegascoreboard.com/webcast.php