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

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

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

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

CEMDNA Playbook Strategy ℠ 4 Phases – 12 Building Blocks

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.

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

Offline, you can get to know your customer

Offline, you can guide your customer to success

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

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

Imagine you run the Google Docs business

How can you see and serve inside the black box?

Track user’s page views, clicks, business metrics

CONFIDENTIAL Engagement Score

CONFIDENTIAL Segment customers by behavior and attributes

CONFIDENTIAL Analyze Trends

CONFIDENTIAL Understand particular customers

Get Alerts

Synch insight to SalesForce / CRM

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

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

Smart Message right into the Web Experience

Move customers down the funnel

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

First Visit Second Visit

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

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

apptegic.com

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

Healthy Customers Trial Customers – Which one will convert?

Thanks for Your Participation Robert Johnson President & CEO Tel. 800/ x803 Dennis Gershowitz VP, Service Strategies Practice Tel. 910/ Karl Wirth CEO/Cofounder Tel. 617/

Requests for Information Bill Bradley Director of CEM Marketing Omega Management Group Corp. Tel.: 978/ Check for upcoming webcasts at