1. Cindy Rockwell CEO CustomerVision, Inc. June 24, 2009 Web 2.0 Knowledge Management and Social Networking.Why Should I Care?

2. Agenda

What is Knowledge Management & Social Networking?

Why Organizations Must Invest in Their Total Knowledge Capital?

Case Studies, "The Benefits"

Confidential; Property of CustomerVision, Inc. 3. Social Networks

Facebook Mobile

LinkedIn IM

Google

MySpace

Twitter

4. Is Email a Social Network? Confidential; Property of CustomerVision, Inc. 5. What isKnowledge Management & Social Networking

Social Networking

Incorporating Web 2.0 elements

Wiki, Blog

Email, IM

Mashup/Widgets

Communities

Knowledge & Expertise

Confidential; Property of CustomerVision, Inc.

Knowledge Management

Capture& share information real-time

Faster dissemination of information

Engage the knowledge user/expert

Real-time collaboration to improve organizational performance & increase productivity

6. Enterprise Social Networking Confidential; Property of CustomerVision, Inc. 7. New Model for KM now ESN Confidential; Property of CustomerVision, Inc. clouds crowds emergent networks KNOWLEDGE People Process 8. Why are KM and ESN necessary? Problem : Enterprise Knowledge Worker

Sending/Receiving Problem

• Too Many Choices

• Email Overload

• Cant find what I need when I need it

Depth vs Breadth

Need Creativity Time to Think

Organizational loss of experience & knowledge through

• Attrition

• Down-sizing

• Retirement

Training

Confidential; Property of CustomerVision, Inc. 9. What can ESN & KM Accomplish Confidential; Property of CustomerVision, Inc. 10. CustomerVision Web Portaland/or Portlet CustomerVision SaaSor Client On-site Hosting Center Confidential; Property of CustomerVision, Inc. https https http 11. CustomerVision for ESN/KM Confidential; Property of CustomerVision, Inc. 12. Natural User Interface Confidential; Property of CustomerVision, Inc. 13. Design & User Driven Elements Confidential; Property of CustomerVision, Inc. 14. Design & User Driven Elements Confidential; Property of CustomerVision, Inc. 15. Profiling Based on Unique User Requirements Confidential; Property of CustomerVision, Inc. 16. For Employee Communication

Audience:

• Employees

• Teams

• Sales

• Partners

Key Benefits:

• Informal Learning

• Build knowledge and expertise on a real-time basis

• Create publications, FAQs, knowledge bases or reference centers

• Compliment formal learning programs

• Turn one to one email dialogs into conversations that benefit the entire organization

• Provide access to knowledge workers

• Ability to quickly search and find just-in-time information

Confidential; Property of CustomerVision, Inc. 17. For Sales Effectiveness

Audience:

• Sales team

• Partners

• Marketing

• Sales Support

• Sales Training

Key Benefits:

• Capture best practices

• Train new sales people

• Reduce time spent looking for answer

• Provide a central source for answers

• Manage communications with experts

• Share ideas, messaging and positioning statements

• Share presentations

• Reinforce and support formal training programs

Confidential; Property of CustomerVision, Inc. 18. Communities of Practice

Audience:

• Members

• Consumers

• Clients

• Community

• Students/Educators

Key Benefits:

• Social Informal Learning

• Build knowledge and expertise on a real-time basis

• Social Centers of Excellence

• Marketing

• Turn one to one email dialogs into conversations that benefit the entire company and interested parties

• Provide access to a global community of knowledge experts

• Visual learning

Confidential; Property of CustomerVision, Inc. 19. Poolcenter Case Study

Objective Community Collaboration:

• Forums

• Blog

• Wiki

• Overall to achieve leading edge marketing and awareness

Results:

• 2 Week Calendar Time to Launch

• Engaging clientele as part of a community

• Additional sales and marketing needs identified

• Learning from others (many)

• Expertise sharing, Community Profiles

• Reduction of customer service; the community answers questions as does company

Confidential; Property of CustomerVision, Inc. 20.

Have a defined need

Build as you go

Communication; outbound, marketing

Reward usage

Monitor usability & modify

Dont do it just because

Best PracticesConfidential; Property of CustomerVision, Inc. 21. Summary Business Drivers

Key trends are emerging:

Businesses are beginning to embrace the fact that email, share drives, and adhoc solutions cannot be primary vehicles for their knowledge capital

Traditional Web-based systems have been a detriment for real-collaborative knowledge sharing and widespread use within most organizations until now.

Little to no IT resources required; save your IT time and resources for other key projects

Social media is experiencing rapid growth and new growth within organizations for business critical applications

Value proposition (SaaS model and price point) is very compelling

CustomerVisionis an out-of-the-box expert technology solution in turning enterprise social networking and knowledge sharing into the an organizations most powerful web-based communication platform. Whether the focus is on employees, sales, customer service or innovation. CustomerVision assists organizations in delivering the right information at the right time for the competitive edge they need with today's real-time knowledge requirements.

Confidential; Property of CustomerVision, Inc. 22. Questions?

Contact:Cindy Rockwell/CEO

Email:[email_address]

Phone:515.989.9900 / 877-824-0181

Fax:515.989.2034

Website:www.customervision.com

Contact:Mike Maddison, VP Sales Email:[email_address] Phone:877-824-0181 x707 Confidential; Property of CustomerVision, Inc.