Qb corporate storyline

Corporate Storyline

»A mind

that is stretched by a new experience can never go back

to its old dimensions.«Oliver Wendell Holmes, Jr. | American judge, 1841-1935

CORPORATE STORYLINE 2


Your customers share their opinions about your brand. They talk

and 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 the experience economyis upon us.And QuestBack has the tools to manage it.


We believe in the voice of the customer.


We believe excellent performance is the result of happy employees.


We believe Feedback is crucial for your business.


We believe in the strength of the social media revolution.


We believe in the power of the new experience economy.


These are the consequences:


Feedback is about experiences.


Feedback goes social.

CUSTOMER

CUSTOMER

CUSTOMER

CUSTOMER

YOUR COMPANY

CUSTOMER

SUPPLIER

COMPETITOR

CUSTOMER

CUSTOMER CUSTOMER

CUSTOMER

CUSTOMER

CUSTOMER

CUSTOMER


Feedback goes mobile.


Your customers and employees demand more…

POWER: 150% SPEED:

150%


They share more…


They change more…


Employees are empowered by a “Yes, I can!” attitude.


Customer relationships are enriched by personalization and dialogue.


We believe in the power of creating superior consistent experiences


To enable consistent experiences, you must have real-time un-derstanding.


We believe that actionable, event driven feedback is the key

to create value in the new era of the

experience economy.


We know, that these experiences create

emotions.


… and emotions drive decisions.


We can make this real for you!


This is the core

and the heart of QuestBack.


Creating the winners of the experience economy.

Our vision:


QuestBack enables organizations to gain actionable insights and build stronger relationships with customer and employees, through leading feedback and dialogue solutions.

Our value proposition:


Develop continuously

Seek to create maximum customer value

Think outside the box

Find solutions

Our values:

CORPORATE STORYLINE 28Be passionate about

what we do

Don’t rest on our

laurels

Go the extra mile

Our values:


Care about the world we live in

Care about each other as colleagues

Care about our customers

Our values:

CORPORATE STORYLINE 30Our business is feedback, social CRM and experience management

EFM

MARKET RESEARCH

CEM SOCIALCRM

CEM

Customer Experience Management, controlling

and benchmarking of brand experience at digital

touch points

SOCIAL CRM

Customer Relationship Management fostered by communication with custom-ers through communities and other social networking sites

MARKET RESEARCH

customer intelligence and customer insight with focus on the social web

EFM

Enterprise Feedback Management

CORPORATE STORYLINE 31Feedback from customers

What was that experience like? Deviation between expected and actual?”

What is this actual experience like?

What is the expected experience?

BEFORE DURING AFTER

CUSTOMER EXPERIENCE?

FEEDBACK MANAGEMENT

CORPORATE STORYLINE 32The leading industry analysts are convinced.

IBM SPSS

CONFIRMIT

QUESTBACKVOVICI

(VERINT)

VISION CRITICAL

STRONG

STRONGSTRATEGY

WEAK

MARKET PRESENCE

CU

REN

T O

FFER

ING

WEAK

CONTENDERS STRONGPERFORMERS LEADERS

COMPLETENESS OF VISION

AB

ILIT

Y TO

EXE

CU

TE BAZAARVOICE

POWERREVIEWS ALTERIANMZINGA

VISIBLE TECHNOLOGIES

DEMAND MEDIACONVERSEON

NM INCITE CYMFONY RIGHTNOW

OPENTEXT

VISION CRITICAL QUESTBACK

JIVE

LITHIUM SALESFORCE.COM

KANA SOFTWARE

ATTENSITY TELLIGENT

INSIDEVIEW

CHALLENGERS

NICHE PLAYERS

LEADERS

VISIONARIES

VIABILITY

VISI

ON

QUESTBACK

Magic Quadrant for Social CRM (Gartner)

As of July 2011

The Forrester Wave™: EFM Vendors, Market Insights Platform Providers, Q3 2011. Source: Forrester Research, Inc.

Hypatia's Galaxy 2011 Social Community vendors

CORPORATE STORYLINE 33Feedback and Experience Management throughout your organization

* Event-triggered and process based surveys and/or evaluations. More about areas of use on www.questback.com

HUMAN RESOURCES» Recruitment Process Evaluation*

» Employee Turnover/Exit Evaluation*» Competence Mapping

» Management Evaluation» Employee Satisfaction

Survey

SALES» Lead Generation

» Sales Meeting Evaluation*» Lost Prospect Review*

» New Customer Entry/Exit Evaluation*

CONTACT/CALL CENTER» Request/Task Registration

» Experience evaluation» Task and Follow-up Assignment

» Lead Generation

MARKETING» Customer Satisfaction Survey

» Customer/User Panel» Product and Service Offering Evaluation*

» Web Site Evaluation*» Campaign Evaluation*

ADMINISTRATION» Administration Internal Events

» Internal Service Evaluation*» Meeting Planning

» Innovation/Suggestion Box» Purchase Decision Support

INFORMATION» Satisfaction Survey

» User Panel» Web Site Evaluation*

» Information Campaign Evaluation*» Service Offering Evaluation

TRAINING» Invitation and Registration*

» Expectations/Pre-knowledge mapping*» Training Evaluation*

» Training Effectiveness Measurment*

MANAGEMENT» Employee Satisfaction Survey

» Management Evaluation» New Employee Entry/Exit Evaluation*

» New Customer Entry/Exit Evaluation» Customer Satisfaction

Survey

YOUR COMPANY/ ORGANIZATION

CORPORATE STORYLINE 34Traditional CRM customer view

Buying History Contact Details

Lead Data Customer Interactions

Contract Data

ENTERPRISE CRM DATA

CORPORATE STORYLINE 35Voice of the Customer in New Experience Economy

Opinion in Social Networks

Purchase Intention Customer Satisfaction

Improvement Requests

Willingness to Recommend

VOICE OF THE CUSTOMER

CORPORATE STORYLINE 36QuestBack provides a 360° Customer View

Opinion in Social Networks

Purchase Intention Customer Satisfaction

Buying History Contact Details

Lead Data Customer Interactions

Improvement Requests

Willingness to Recommend

Contract Data

VOICE OF THE CUSTOMER

ENTERPRISE CRM DATA

CORPORATE STORYLINE 37QuestBack Experience Management Platform

CORE COMPETENCE AREAS

QUESTBACK OFFERING QUESTBACK EXPERIENCE PLATFORM

SERVICES & DEPLOYMENT

MAIN PRODUCT COMPONENTS

MAIN SOLUTION AREAS

EFM

Survey & Data collection

Self service Assisted self service Managed deploymentManaged service

(Outsourcing)

Roles & Workflow

Reporting & Analytics

Panel & Profilling

Portal & Community

Mobile & Social

Integration & Customization

SalesManagement

MarketingManagement

HRManagement

MRManagement

Training &Events

CustomerServices

& Contact Center

Product &Development

Administration& Data

Collection

CEM SOCIAL CRM MARKET RESEARCH


We are a world leading EFM player

We deliver software (SaaS) and necessary deployment services QuestBack Group is the largest feed-back management vendor in Europe Recognized as a global top 5 player in our industry Our solutions are deployed across 5 000 organizations in 50 countries across 20 languages and cultures

We have 21 000 users who conduct 50 million dialogues per year Very strong EFM and Social CRM offering, in both high-end and mid-range of the market, cover any serious EFM initiatives Generic offering but with industry and function solutions approach


Fact sheet Headquarters Oslo, Norway

Founded 2000

Key Activities Leading EFM, SCRM and CEM technology provider

to over 5000 customers globally

Ownership 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 organisations

Employees 265

Offices 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

CORPORATE STORYLINE 40QuestBack’s historical development and key milestones

BOOTSTRAP PHASE

CONSOLIDATION PHASE

GROWTH PHASE

Strengthen the business by enabling the organization to successfully acquire and integrate leading players in our field* (2008-2012)

Reap scale advantages across markets by significantly growing revenues from existing customers + launch of SCRM offering (2011 >>)

Extend reach geographically with US market entry (2012 >>)

Establish the company and build scalable SaaS business (2000-2003)

Expand, build large customer base and establish European stronghold(2004-2008)

MARKET MATURITY EFM

SCRM

*ACQUISITIONS: EASYRESEARCH AB (Q3, 20008), REFLEKS AS (Q4, 2008), QB SVERIGE AB (Q4, 2008), DIGIUM OY (Q3, 2010), GLOBALPARK AG (Q2, 2011)

Technology Fast500EMEA Winner



Magic QuadrantSCRM ‘10 &‘11

“No.1 in EuropeTop 5 globally”

“Global leader”

CORPORATE STORYLINE 41Selected Tier-One customers

CORPORATE STORYLINE 42Client case studies

“General Mills identified 80,000 influential advocates (...), which was then extensively marketed to in order to create pre-launch buzz and awareness (...). The result was one of the most successful product launches in General Mills history.“ Research-Live.com, October 30th, 2009

FMCG manufacturer, General Mills, is the 6th largest food company in the world. They wanted to explore a new way to effectively capture honest opinions about their brands and create word-of-mouth marketing before product releases.

Solution: General Mills built and manages the consumer network Pssst… using our software, creating a community of over 170,000 influencers. Direct community activities reached 700.000+ end customers before product launch.

Results: Some of the most successful launches in GM history. Buzz boosts SEO rankings. Pre-launch demand leading to better shelf positioning with retailers.

“The customer community is an invaluable tool to predict the potential of new artists.” Michael Pütz, Director CRM / Media Strategy & Research

For Sony Music, one of the world’s leading music businesses, the Internet is a invaluable asset as the brand now engages directly with music fans online, using their feedback to recognize the market potential of new artists very quickly.

Solution: 10,000 music buyers recruited to online advisory community. Community database was connected to the CRM system for deeper insight. Members provide feedback about their music preferences and media consumption through surveys and “surveytainment”. The insights directly impact new artist promotions, both to evaluate their potential value and to plan their advertising and PR campaigns.

Results: Recognize trends sooner. Ascertain with greater certainly whether an artist has market potential. Plan media campaigns more effectively.

Bosch extended their online panel and community into social media using our Social Insight Connect software in order to widen their reach and boost product development input and ideation.

The German industrial manufacturing company Bosch is a leading player within consumer goods and power tools.

Solution: Bosch extended their allready successful panel and community into Facebook using our SInC software.

Results: Gained control over their Facebook fans and reached a large, new audience. Created pre-launch buzz . Created loyalty and enabled ideation.

CORPORATE STORYLINE 43Management team

Ivar Kroghrud

Chief Executive Officer

Ivar has been with QuestBack since the Company

was founded in 2000, and is responsible for the

overall running of the company. Before joining

QuestBack, Ivar worked as a management

consultant, focusing on strategy and eBusiness.

Ivar holds a Bachelor’s degree from the Royal

Norwegian Naval Academy and a Master’s degree

from the Norwegian School of Management (BI).

Eli Cathrine Disch

Chief Financial Officer

Eli Cathrine joined QuestBack in 2008. She

came from the position as CFO at Buypass

AS – a Norwegian supplier of secure solutions

for electronic ID, signature and payment.

Prior to this, Eli worked for a total of 8 years

at PricewaterhouseCoopers; first as Finance

Director in PwC in Hungary, then as a senior

management consultant in PwC Consulting in Oslo.

Eli Cathrine has a Bachelor’s Degree in Business

Administration from the American University in

Paris, an MBA from the Norwegian School of

Management BI, as well as studies in Corporate

Finance from London Business School.

Oliver Trabert

Chief Technology Officer

Oliver joined Globalpark in 2010 as CTO. Oliver

was the founder and managing director of

WP-Experts and was one of the key architects

of the tie-up with Globalpark. Prior to founding

WP-Experts, Oliver held several senior positions at

Conet, initially in its German office and then for his

last three years as CTO of Conet USA. Oliver is the

author of numerous books and specialist articles

on business portals and internet applications.

Matti Heikkonen

Chief Operating Officer

Matti joined QuestBack in 2010 as a result of the

acquisition of Digium – a Finnish market leader in

EFM solutions. Matti has been the CEO of Digium

since 2007, and the chairman of the board during

years 2004-2009. Prior to Digium, Matti worked at

Nokia Corporation in business development; first

in strategic projects and then in strategic alliances

responsible for the global Nokia – Cisco Systems

alliance. Prior to this, Matti’s positions have

included business development, m&a, strategy and

management within the software industry. Matti

has an M.Sc (tech.) from Helsinki University of

Technology.


Be the world's leading provider of EFM and CRM solutions

Our main goal:


This is our future.This is QuestBack.

Thank you for your attention.