2. »
CORPORATE STORYLINE 2
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
3. CORPORATE STORYLINE 3
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 economy
is upon us.
And QuestBack has the tools to manage it.
24. 24
This
CORPORATE STORYLINE
s the core
i
and the heart of
QuestBack.
25. CORPORATE STORYLINE 25
Our vision:
Creating
the winners
of the
experience
economy.
26. CORPORATE STORYLINE 26
Our value proposition:
QuestBack
enables organizations to gain
actionable insights and build
stronger relationships with
customer and employees,
through leading feedback and
dialogue solutions.
27. CORPORATE STORYLINE 27
Our values:
Develop
continuously
Think
outside the box
Find
solutions
Seek
to create maximum
customer value
28. 28
Be CORPORATE STORYLINE
passionate about
what we do
Our values:
Don’t
rest on our
laurels
Go
the extra mile
29. CORPORATE STORYLINE 29
Our values:
Care
about each other
as colleagues
Care
about our
customers
Care
about the world
we live in
30. 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 and
brand experience at digital customer insight with focus
touch points on the social web
31. Feedback CORPORATE STORYLINE 31
from 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
32. The leading industry analysts CORPORATE STORYLINE 32
are convinced.
STRONG
CONTENDERS LEADERS
PERFORMERS
STRONG
CHALLENGERS LEADERS
IBM SPSS
CONFIRMIT QUESTBACK
VOVICI
(VERINT) QUESTBACK
JIVE
ABILITY 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™: Hypatia's Galaxy
Social CRM (Gartner) EFM Vendors, Market Insights 2011 Social Community
Platform Providers, Q3 2011. vendors
As of July 2011 Source: Forrester Research, Inc.
33. Feedback and Experience Management CORPORATE STORYLINE 33
throughout 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
34. Traditional CRM customer view CORPORATE STORYLINE 34
ENTERPRISE CRM DATA
Lead Data Customer Interactions
Buying History Contact Details
Contract Data
35. Voice of the Customer CORPORATE STORYLINE 35
in New Experience
Economy
Opinion in Social Networks
Purchase Intention Customer Satisfaction
Improvement Willingness
Requests to Recommend
VOICE OF THE CUSTOMER
36. QuestBack provides a 360° Customer View CORPORATE STORYLINE 36
Opinion in Social Networks
Purchase Intention Customer Satisfaction
Improvement Willingness
Requests to Recommend
VOICE OF THE CUSTOMER
ENTERPRISE CRM DATA
Lead Data Customer Interactions
Buying History Contact Details
Contract Data
37. 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
38. We are
CORPORATE STORYLINE 38
a world leading
EFM player
W
e deliver software (SaaS) and W
e have 21 000 users who conduct
necessary deployment services 50 million dialogues per year
Q
uestBack Group is the largest feed- V
ery strong EFM and Social CRM
back management vendor in Europe offering, in both high-end and
R
ecognized as a global top 5 player mid-range of the market, cover
in our industry any serious EFM initiatives
O
ur solutions are deployed across G
eneric offering but with industry and
5 000 organizations in 50 countries function solutions approach
across 20 languages and cultures
39. Fact sheet
CORPORATE STORYLINE 39
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
40. 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) M
Establish the company SCR
and 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
42. Client case studies CORPORATE STORYLINE 42
“General Mills identified 80,000 influential “The customer community is an invaluable Bosch extended their online panel and community
advocates (...), which was then extensively tool to predict the potential of new artists.” into social media using our Social Insight Connect
marketed to in order to create pre-launch Michael Pütz, Director CRM / Media Strategy software in order to widen their reach and boost
buzz 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 company
in General Mills history.“ Research-Live.com,
businesses, the Internet is a invaluable asset as Bosch is a leading player within consumer goods
October 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 allready
largest food company in the world. They wanted market potential of new artists very quickly.
successful panel and community into Facebook
to 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 database
mouth 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. Created
Solution: General Mills built and manages insight. Members provide feedback about their
pre-launch buzz . Created loyalty and enabled
the consumer network Pssst… using our music preferences and media consumption
ideation.
software, creating a community of over 170,000 through surveys and “surveytainment”. The
influencers. 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 launches
in GM history. Buzz boosts SEO rankings. Pre- Results: Recognize trends sooner. Ascertain with
launch demand leading to better shelf positioning greater certainly whether an artist has market
with retailers. potential. Plan media campaigns more effectively.
43. 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 Officer
Ivar 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 the
was 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 in
overall 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 Digium
QuestBack, 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 during
consultant, 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 at
Ivar 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; first
Norwegian 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 alliances
from 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.
44. CORPORATE STORYLINE 44
Our main goal:
Be the world's leading
provider of EFM and
CRM solutions
45. 45
This
CORPORATE STORYLINE
s our future.
i
This is
QuestBack.
Thank you for your attention.
