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

2. Agenda What is Knowledge Management & Social Networking? Why Organizations Must Invest in Their Total Knowledge Capital? Case Studies, "The Benefits" 2 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. 4

6. Wiki, Blog

7. Email, IM

8. Mashup/Widgets

9. Communities

11. Faster dissemination of information

12. Engage the knowledge user/expert

14. New Model for KM now ESN 7 Confidential; Property of CustomerVision, Inc. “clouds” “crowds” “emergent” “networks” KNOWLEDGE Process People

16. Too Many Choices

17. Email Overload

18. Can’t find what “I” need when “I” need it

19. Depth ‘vs’ Breadth

20. Need Creativity – “Time to Think”

21. Organizational loss of experience & knowledge through

22. Attrition

23. Down-sizing

24. Retirement

25. Training8 Confidential; Property of CustomerVision, Inc.

26. What can ESN & KM Accomplish 9 Confidential; Property of CustomerVision, Inc.

27. https http https CustomerVision Web Portal and/or Portlet CustomerVision SaaS or Client On-site Hosting Center 10 Confidential; Property of CustomerVision, Inc.

28. CustomerVision for ESN/KM Confidential; Property of CustomerVision, Inc. 11

29. Natural User Interface 12 Confidential; Property of CustomerVision, Inc.

30. Design & User Driven Elements 13 Confidential; Property of CustomerVision, Inc.

31. Design & User Driven Elements 14 Confidential; Property of CustomerVision, Inc.

32. Profiling – Based on Unique User Requirements 15 Confidential; Property of CustomerVision, Inc.

34. Teams

35. Sales

37. Build knowledge and expertise on a real-time basis

38. Create publications, FAQs, knowledge bases or reference centers

39. Compliment formal learning programs

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

41. Provide access to knowledge workers

42. Ability to quickly search and find just-in-time information16 Confidential; Property of CustomerVision, Inc.

44. Partners

45. Marketing

46. Sales Support

48. Train new sales people

49. Reduce time spent looking for answer

50. Provide a central source for answers

51. Manage communications with experts

52. Share ideas, messaging and positioning statements

53. Share presentations

54. Reinforce and support formal training programs 17 Confidential; Property of CustomerVision, Inc.

56. Consumers

57. Clients

58. Community

60. Build knowledge and expertise on a real-time basis

61. Social Centers of Excellence

62. Marketing

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

64. Provide access to a global community of knowledge experts

65. Visual learning18 Confidential; Property of CustomerVision, Inc.

67. Forums

68. Blog

69. Wiki

70. Overall to achieve leading edge marketing and awareness

71. Results:

72. 2 Week Calendar Time to Launch

73. Engaging clientele as part of a community

74. Additional sales and marketing needs identified

75. Learning from others (many)

76. Expertise sharing, Community Profiles

77. Reduction of customer service; the community answers questions as does company19 Confidential; Property of CustomerVision, Inc.

78. Have a defined need Build as you go Communication; outbound, marketing Reward usage Monitor usability & modify Don’t do it “just because” Best Practices 20 Confidential; Property of CustomerVision, Inc.

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

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

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

83. Value proposition (SaaS model and price point) is very compellingCustomerVision is an out-of-the-box expert technology solution in turning enterprise social networking and knowledge sharing into the an organization’s 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. 21 Confidential; Property of CustomerVision, Inc.

84. Questions? Contact: Cindy Rockwell/CEO Email: cindy@customervision.com Phone: 515.989.9900 / 877-824-0181 Fax: 515.989.2034 Website: www.customervision.com Contact: Mike Maddison, VP Sales Email: mike@customervision.com Phone: 877-824-0181 x707 22 Confidential; Property of CustomerVision, Inc.