1. A division of Govern Your Data A division of Govern Your Data MS Govern’s Executive Steering Committee Sales & Marketing Client Services Presented by: Mary Myers Vice President April 2009

2. A division of Govern Your Data A division of Govern Your Data Overview  Customer Satisfaction  Net Promoter Score (NPS)  Account Management  Referencibility  Sales Activity  Cluster Marketing  Back to Base sales  Questica & Loris  Users Groups  National Groups  Regional Groups

3. A division of Govern Your Data A division of Govern Your Data Net Promoter Score (NPS)  What Is It?  An actionable measurement of our customer satisfaction and loyalty, measured by a single, simple question:  “How likely are you to refer MS Govern to a friend or colleague”?

4. A division of Govern Your Data A division of Govern Your Data Net Promoter Score (NPS)  How Does It Work?  The response range is from 1 to 10 with 9 and 10 being promoters; 7 and 8 being neutral; and below 7 being detractors. We subtract the detractors from the promoters and arrive at an NPS score.

5. A division of Govern Your Data A division of Govern Your Data Net Promoter Score (NPS)  What’s the Point?  Strong customer loyalty ultimately contributes to stronger sales back to our customer base, lower customer attrition and stronger customer references; all key contributors to our future success.

6. A division of Govern Your Data A division of Govern Your Data Net Promoter Score (NPS)  What Were the Results? Q4, 2008Q1, 2009Change NPS Score -29 NPS Score -18 +11

7. A division of Govern Your Data A division of Govern Your Data Account Management  As part of our commitment to improving the customer experience, we’ve created the role of the Account Manager.  What that means to you: A dedicated contact whose personal responsibility it is to get to know you, the needs of your organization, and to ensure your continued success with our solutions.  Communication is the key.

8. Western Region: Debra Van Dyne 45 Customers

9. North Central Region: Donna Vallery 43 Customers

10. Northeast Region: Toni Bolden 44 Customers

11. Southern Region: Laura Mathis 45 Customers

12. A division of Govern Your Data A division of Govern Your Data Referencibility  References in Each Territory  20 clients as the official reference team  Ability to Host site visits  Quotes and case studies  MS Govern Website  Training classes each quarter  White papers and topics  News and Events

13. A division of Govern Your Data A division of Govern Your Data New Name Sales  New Name & Back to Base Sales  Cluster Marketing  New Product Marketing  Sales Team  Sales Focus  Market we are selling to  How we find leads  Requests via support calls

14. A division of Govern Your Data A division of Govern Your Data User Groups  National Users Group  Nashville – Oct 21 -23  ESC Participation  Partners showcase  Regional Users Groups  Value to clients  MS Govern Participation  NorthWest Users Group & other territories