» CORPORATE STORYLINE 2 A mindthat is stretched by a new experience can never go back « to its old dimensions. Oliver Wendell Holmes, Jr. | American judge, 1841-1935
CORPORATE STORYLINE 3Your customers share their opinions about your brand. They talkand tweet. They share and like. They are fans. They give feedback.They let the world know if they are not satisfied. This is a new era.The time of theexperience economyis upon us.And QuestBack has the tools to manage it.
CORPORATE STORYLINE 4We believein the voice ofthe customer.
CORPORATE STORYLINE 5We believeexcellentperformanceis the resultof happyemployees.
CORPORATE STORYLINE 6We believeFeedback iscrucial for yourbusiness.
CORPORATE STORYLINE 7We believein the strength ofthe social mediarevolution.
CORPORATE STORYLINE 8We believe inthe power of thenew experienceeconomy.
CORPORATE STORYLINE 9Theseare theconsequences:
CORPORATE STORYLINE 10Feedbackis about experiences.
CUSTOMER CORPORATE STORYLINE 11Feedbackgoes social. CUSTOMER CUSTOMER CUSTOMER CUSTOMER CUSTOMER CUSTOMER YOUR COMPANY CUSTOMER COMPETITOR CUSTOMER CUSTOMER SUPPLIER CUSTOMER CUSTOMER
CORPORATE STORYLINE 18We believein the powerof creatingsuperiorconsistentexperiences
CORPORATE STORYLINE 19T enable oconsistentexperiences,you must havereal-time un-derstanding.
CORPORATE STORYLINE 20We believethat actionable, event driven feedback is the keyto create value in the new era of theexperienceeconomy.
CORPORATE STORYLINE 21We know, that theseexperiences createemotions.
CORPORATE STORYLINE 22 … and emotions drive decisions.
CORPORATE STORYLINE 23Wethis realmake canfor you!
24This CORPORATE STORYLINEs the coreiand the heart ofQuestBack.
CORPORATE STORYLINE 25 Our vision:Creating the winners of the experience economy.
CORPORATE STORYLINE 26 Our value proposition:QuestBackenables organizations to gainactionable insights and buildstronger relationships withcustomer and employees,through leading feedback anddialogue solutions.
CORPORATE STORYLINE 27Our values: Develop continuously Think outside the box Find solutions Seek to create maximum customer value
28 Be CORPORATE STORYLINEpassionate about what we do Our values: Don’t rest on our laurels Go the extra mile
CORPORATE STORYLINE 29Our values: Care about each other as colleagues Care about our customers Care about the world we live in
Our business is feedback, CORPORATE STORYLINE 30 social CRM and experience management SOCIAL CRM EFM Customer Relationship Enterprise Feedback Management fostered by Management communication with custom- EFM ers through communities and other social networking sites SOCIAL CEM CRM CEM Customer Experience Management, controlling MARKET MARKET RESEARCH and benchmarking of RESEARCH customer intelligence andbrand experience at digital customer insight with focus touch points on the social web
Feedback CORPORATE STORYLINE 31from customers CUSTOMER EXPERIENCE? BEFORE DURING AFTER What is the expected What is this actual What was that experience experience? experience like? like? Deviation between expected and actual?” FEEDBACK MANAGEMENT
The leading industry analysts CORPORATE STORYLINE 32 are convinced. STRONG CONTENDERS LEADERS PERFORMERS STRONG CHALLENGERS LEADERS IBM SPSS CONFIRMIT QUESTBACK VOVICI (VERINT) QUESTBACK JIVEABILITY TO EXECUTE BAZAARVOICE SALESFORCE.COM OFFERING CURENT LITHIUM OPENTEXT VISION CRITICAL VISION CYMFONY RIGHTNOW ATTENSITY NM INCITE TELLIGENT DEMAND MEDIA CONVERSEON VISIBLE TECHNOLOGIES VISION CRITICAL QUESTBACK MZINGA POWERREVIEWS ALTERIAN MARKET PRESENCE KANA SOFTWARE INSIDEVIEW NICHE PLAYERS VISIONARIES WEAK COMPLETENESS OF VISION STRATEGY VIABILITY WEAK STRONG Magic Quadrant for The Forrester Wave™: Hypatias Galaxy Social CRM (Gartner) EFM Vendors, Market Insights 2011 Social Community Platform Providers, Q3 2011. vendors As of July 2011 Source: Forrester Research, Inc.
Feedback and Experience Management CORPORATE STORYLINE 33throughout your organization HUMAN RESOURCES » Recruitment Process Evaluation* » Employee Turnover/Exit Evaluation* » Competence Mapping SALES » Management Evaluation TRAINING » Lead Generation » Employee Satisfaction » Invitation and Registration* » Sales Meeting Evaluation* Survey » Expectations/Pre-knowledge mapping* » Lost Prospect Review* » Training Evaluation* » New Customer Entry/Exit » Training Effectiveness Evaluation* Measurment* CONTACT/CALL CENTER YOUR COMPANY/ MANAGEMENT » Request/Task Registration ORGANIZATION » Employee Satisfaction Survey » Experience evaluation » Management Evaluation » Task and Follow-up Assignment » New Employee Entry/Exit Evaluation* » Lead Generation » New Customer Entry/Exit Evaluation » Customer Satisfaction Survey MARKETING INFORMATION » Customer Satisfaction Survey » Satisfaction Survey » Customer/User Panel » User Panel » Product and Service Offering Evaluation* » Web Site Evaluation* » Web Site Evaluation* ADMINISTRATION » Information Campaign Evaluation* » Campaign Evaluation* » Administration Internal Events » Service Offering Evaluation » Internal Service Evaluation* » Meeting Planning » Innovation/Suggestion Box » Purchase Decision Support* vent-triggered and process based surveys and/or evaluations. E More about areas of use on www.questback.com
Traditional CRM customer view CORPORATE STORYLINE 34 ENTERPRISE CRM DATA Lead Data Customer Interactions Buying History Contact Details Contract Data
Voice of the Customer CORPORATE STORYLINE 35in New ExperienceEconomy Opinion in Social Networks Purchase Intention Customer Satisfaction Improvement Willingness Requests to RecommendVOICE OF THE CUSTOMER
QuestBack provides a 360° Customer View CORPORATE STORYLINE 36 Opinion in Social Networks Purchase Intention Customer Satisfaction Improvement Willingness Requests to RecommendVOICE OF THE CUSTOMER ENTERPRISE CRM DATA Lead Data Customer Interactions Buying History Contact Details Contract Data
QuestBack Experience Management Platform CORPORATE STORYLINE 37 Managed service Self service Assisted self service Managed deployment (Outsourcing) SERVICES DEPLOYMENT Customer Administration Sales Marketing HR MR Training Services Product Data Management Management Management Management Events Contact Development Center Collection MAIN SOLUTION AREAS Survey Roles Reporting Panel Portal Mobile Integration Data collection Workflow Analytics Profilling Community Social Customization MAIN PRODUCT COMPONENTS QUESTBACK OFFERING QUESTBACK EXPERIENCE PLATFORM EFM CEM SOCIAL CRM MARKET RESEARCH CORE COMPETENCE AREAS
We are CORPORATE STORYLINE 38a world leadingEFM playerW e deliver software (SaaS) and W e have 21 000 users who conductnecessary deployment services 50 million dialogues per yearQ uestBack Group is the largest feed- V ery strong EFM and Social CRMback management vendor in Europe offering, in both high-end andR ecognized as a global top 5 player mid-range of the market, coverin our industry any serious EFM initiativesO ur solutions are deployed across G eneric offering but with industry and5 000 organizations in 50 countries function solutions approachacross 20 languages and cultures
Fact sheet CORPORATE STORYLINE 39Headquarters Oslo, NorwayFounded 2000Key Activities Leading EFM, SCRM and CEM technology provider to over 5000 customers globallyOwnership Private (Management and employees 38,4%; External 61,6%)Customer Base From small and mid-sized enterprises to large interna- tional corporations and market research organisationsEmployees 265Offices Norway (Oslo), Sweden (Stockholm, Gothenburg, Mal- mo), Denmark (Copenhagen), Finland (Espoo), Germany (Cologne), United Kingdom (London), USA (New York), Austria (Vienna), Belgium, Canada, France, Ireland, Italy, the Netherlands, South Africa, Spain, and Switzerland.Financial Performance ~ €33 million in sales in 2011
QuestBack’s historical development CORPORATE STORYLINE 40 and key milestones “Global leader” “No.1 in Europe Top 5 globally” Magic Quadrant S E PHA SCRM ‘10 ‘11 H Technology Fast500 EMEA Winner GR OWT Technology Fast500 EMEA Winner HAS E ION P Extend reach Technology Fast500 T OLIDA EMEA Winner geographically with CONS US market entry E RA P PHAS (2012 ) BOOTST Reap scale advantages across markets by Expand, build large significantly growing revenues from existing customer base and customers + launch of SCRM offering (2011 ) establish European stronghold Strengthen the business by enabling the organization (2004-2008) to successfully acquire and integrate leading players in our field* (2008-2012) MEstablish the company SCRand build scalable SaaS 2011) RK AG (Q2,business (2000-2003) ), GLOBALPA IUM OY (Q3, 2010 4, 2008), DIG 08), QB SVERIGE AB (Q E KS AS (Q4, 20 RCH AB (Q3, 20008), REFL RITY EFM MARKET MATU ASYRESEA *ACQUISITIONS: E
Client case studies CORPORATE STORYLINE 42“General Mills identified 80,000 influential “The customer community is an invaluable Bosch extended their online panel and communityadvocates (...), which was then extensively tool to predict the potential of new artists.” into social media using our Social Insight Connectmarketed to in order to create pre-launch Michael Pütz, Director CRM / Media Strategy software in order to widen their reach and boostbuzz and awareness (...). The result was one Research product development input and ideation.of the most successful product launches For Sony Music, one of the world’s leading music The German industrial manufacturing companyin General Mills history.“ Research-Live.com, businesses, the Internet is a invaluable asset as Bosch is a leading player within consumer goodsOctober 30th, 2009 the brand now engages directly with music fans and power tools.FMCG manufacturer, General Mills, is the 6th online, using their feedback to recognize the Solution: Bosch extended their allreadylargest food company in the world. They wanted market potential of new artists very quickly. successful panel and community into Facebookto explore a new way to effectively capture honest Solution: 10,000 music buyers recruited to using our SInC software.opinions about their brands and create word-of- online advisory community. Community databasemouth marketing before product releases. Results: Gained control over their Facebook was connected to the CRM system for deeper fans and reached a large, new audience. CreatedSolution: General Mills built and manages insight. Members provide feedback about their pre-launch buzz . Created loyalty and enabledthe consumer network Pssst… using our music preferences and media consumption ideation.software, creating a community of over 170,000 through surveys and “surveytainment”. Theinfluencers. Direct community activities reached insights directly impact new artist promotions,700.000+ end customers before product launch. both to evaluate their potential value and to plan their advertising and PR campaigns.Results: Some of the most successful launchesin GM history. Buzz boosts SEO rankings. Pre- Results: Recognize trends sooner. Ascertain withlaunch demand leading to better shelf positioning greater certainly whether an artist has marketwith retailers. potential. Plan media campaigns more effectively.
Management team CORPORATE STORYLINE 43 Ivar Kroghrud Eli Cathrine Disch Oliver Trabert Matti Heikkonen Chief Executive Officer Chief Financial Officer Chief Technology Officer Chief Operating OfficerIvar has been with QuestBack since the Company Eli Cathrine joined QuestBack in 2008. She Oliver joined Globalpark in 2010 as CTO. Oliver Matti joined QuestBack in 2010 as a result of thewas founded in 2000, and is responsible for the came from the position as CFO at Buypass was the founder and managing director of acquisition of Digium – a Finnish market leader inoverall running of the company. Before joining AS – a Norwegian supplier of secure solutions WP-Experts and was one of the key architects EFM solutions. Matti has been the CEO of DigiumQuestBack, Ivar worked as a management for electronic ID, signature and payment. of the tie-up with Globalpark. Prior to founding since 2007, and the chairman of the board duringconsultant, focusing on strategy and eBusiness. Prior to this, Eli worked for a total of 8 years WP-Experts, Oliver held several senior positions at years 2004-2009. Prior to Digium, Matti worked atIvar holds a Bachelor’s degree from the Royal at PricewaterhouseCoopers; first as Finance Conet, initially in its German office and then for his Nokia Corporation in business development; firstNorwegian Naval Academy and a Master’s degree Director in PwC in Hungary, then as a senior last three years as CTO of Conet USA. Oliver is the in strategic projects and then in strategic alliancesfrom the Norwegian School of Management (BI). management consultant in PwC Consulting in Oslo. author of numerous books and specialist articles responsible for the global Nokia – Cisco Systems Eli Cathrine has a Bachelor’s Degree in Business on business portals and internet applications. alliance. Prior to this, Matti’s positions have Administration from the American University in included business development, ma, strategy and Paris, an MBA from the Norwegian School of management within the software industry. Matti Management BI, as well as studies in Corporate has an M.Sc (tech.) from Helsinki University of Finance from London Business School. Technology.
CORPORATE STORYLINE 44 Our main goal:Be the worlds leadingprovider of EFM andCRM solutions
45This CORPORATE STORYLINE s our future. iThis is QuestBack. Thank you for your attention.