INFLUENTIAL CUSTOMERS 126 -...

SOURCES*Forrester Research, Inc., The State Of Digital Customer Experience Technology, 2013, May 2013†Forrester Research, Inc., Mobile Is The New Face Of Engagement, February 2012‡Forrester Research, Inc., The Business Impact of Mobile Engagement, December 2012**Aberdeen Group, Next-Generation Customer Experience Management, March 2013www.OpenText.com

20 YEARPEDIGREE

70 CORPORATELY

RECOGNIZEDAWARDS

over 3 years

26

EXCLUSIVEPATENTS

19 WEB CONTENTMANAGEMENTPATENTS

10 ANALYTICSPATENTS

11 PERSONALIZATIONPATENTS

20 CACHINGPATENTS

10 E-MAIL MARKETINGPATENTS

WEB EXPERIENCE MANAGEMENT

BEST IN CLASS COMPANIES THAT UNDERSTAND THEIR BUYER, DEVELOP PERSONALIZED PRODUCTS AND SERVICES

AND CREATE COMPELLING EXPERIENCES SEE THE FOLLOWING INCREASES:

88% CUSTOMER RETENTIONRATE

31% PERSONAL PRODUCTS ANDSERVICES OFFERINGS BASED ONCUSTOMER DATA

38% INVEST IN CUSTOMER EXPERIENCEMANAGEMENT TECHNOLOGYTOOLS AND SOLUTIONS

23% AVERAGE YEAR-OVER-YEARREVENUE GROWTH**

35% CREATE A UNIFIED VIEW OFCUSTOMER DATA ACROSSTHE ORGANIZATION

16% AVERAGE YEAR-OVER-YEAR IN RESPONSE TIME TOCUSTOMER REQUESTS

5.1% YEAR-OVER-YEAR INCREASE IN CUSTOMER SATISFACTION RATES

MOBILE APPS ARE A $6.0

BILLION

$55.7BILLION

MARKET TODAY, GROWING TO

BY

2015

APPOF U.S. ONLINE CUSTOMERS AREALWAYS ADDRESSABLE

ON MULTIPLE DEVICES

FROM DIVERSE LOCATIONS

38%

MILLION TABLETSWILL BE IN USE

BY U.S. CONSUMERS IN

2016

126MILLION SMARTPHONES

WILL BE IN USEBY U.S. CONSUMERS IN

2016

257

†

†

‡

CUSTOMERS ARE SOCIAL

YOU MUST BE TOO!BEST IN CLASS COMPANIES IDENTIFY

OF THEIR MOST INFLUENTIAL CUSTOMERS THROUGH SOCIAL MEDIA48%

34% WCM56%

24ANALYTICS WEB CONTENT MANAGEMENT

RANKED IN TOP 2 TECHNOLOGYTOOLS PRIORITIZED FOR THE NEXT

MONTHS*

IN THE INDUSTRY...