2010 2011 2012 2013 2014 2015 2016

A N E W C A T E G O R Y O F C U S T O M E R E N G A G E M E N T S O F T W A R E

MindTouch launches cloudproduct andwins first customers.

Zendesk partners with MindTouch; first 75 customers milestone.

SAP partners with MindTouch. Builds SAP integration. Launchesfirst shared customers.

New customer revenue grows by 212%. Customer renewals rates 96%.

Salesforce partners with MindTouch.

Salesforce Analytics Cloud Launch Partner.

Accenture partners with MindTouch.

Salesforce Community Cloud Launch Partner.

SAP Software Partner of the Year.

Customer renewal rates still at 96%.

6 Million daily requests1.3 Billion monthly events

We now live in the age of on-demand understanding.

PRE-INTERNET

One-to-one customer

relationships

C U S T O M E R E X P E R I E N C E S W E R E I N T E R - P E R S O N A L

PRE-INTERNET

Product Manuals,Marketing Brochures,

PDFs, FAQs,Knowledge Bases

One-to-one customer

relationships

PRE-MOBILE

W E S T A R T E D S E L L I N G O N L I N E

PRE-INTERNET

Product Manuals,Marketing Brochures,

PDFs, FAQs,Knowledge Bases

“Smart content” available everywhere along the customer journey in “micro-moments”

One-to-one customer

relationships

PRE-MOBILE TODAY

C O N T E N T I S N O W T H E C U S T O M E R E X P E R I E N C E

MICRO-MOMENTS

“Mobile has forever changed what we expect of brands. It's fractured the consumer journey into

hundreds of real-time, intent-driven micro-moments. Each is a critical opportunity for brands to shape our

decisions and preferences.”

(Google)

CHATBOTS

“Conversational AI platforms (CAPs) will be the next big paradigm shift in information technology. ”

(Gartner)

VOICE

“20% of Google searches on Android in the U.S. are now done by voice and 25% of online searches on the

Windows taskbar are also done by voice.”

(Gartner)

Internet of Th ings

By 2025, the Internet of Things could generate more than $11 trillion a year in economic growth.

(McKinsey)

of buyers turn to search engines first when researching products.(CEB, HBR, Gartner)

of customers buy only from vendors that provide product Content online.(Acquity Group)

of customers would rather use self-service than a human assisted support Channel. (Forrester)33% said they would rather ”clean a toilet” than wait for Support.(Aspect CX Survey)

92%72%79%

Se l f -Serv ice i s the Undeniable and I r revers ib le Sh i f t

Something ty ing i t back to understanding as the markets evo lve .

There will be winners And losers.Those who create understanding.

Those who do not.

From 2,000 daily active users to 16,000 daily

active users, and 1:45 minutes on site to

11 minutes on site.

More than doubled website traffic in less than a year.

Generating more buyer and customer insight

than ever before.

In one year, increased buyer traffic by 8x.

Built insights that inform sales, marketing and

product.

Didn’t understand what the customer

wanted.

K-Mart

Taxis

Blockbuster

Newspapers/Magazines

Circuit City

Radio Shack

Blackberry

MySpace

Friendster

Orkut

What do winners have in common?

Winning companies deliver a customer

experience that enables them to learn from and

understand their buyers and customers.

They have successfully transformed content into customer experience, insights and sales.

They provide on-demand understanding.

IN PRODUCT/CONTEXTUAL HELP

SUPPORT CHANNELS BUYER & CUSTOMERINTELLIGENCE

GOOGLE SEARCH/SEO SALES/CRM

M A R K E T I N G S A L E S S U C C E S S / S U P P O R T

COMMERCE

S M A R T C O N T E N T I S A V A I L A B L E T H R O U G H O U T T H E C U S T O M E R J O U R N E Y

I M P R O V E M A R K E T I N G , S A L E S A N D P R O D U C T S T R A T E G YConnect with and understand your buyers and customers better.

• Improve Marketing and Product Strategy

• Inform Sales Channels, Improve Sales Execution

• Identify Gaps and Inform Content Strategy

• Increased Retention and Upsell

of consumers, using their mobile for

in-store research, look for information

on features and functionality.

of sales people require product and support content to

assist during the sale.

of companies surveyed want to know the exact content maps that help them close deals and renew customers.

of buyers utilize an online source

when beginning product research, primarily through search engines.

75% 70% 74% 100%

IN PRODUCT/CONTEXTUAL HELP

SUPPORT CHANNELS BUYER & CUSTOMERINTELLIGENCE

GOOGLE SEARCH/SEO SALES/CRM

M A R K E T I N G S A L E S S U C C E S S / S U P P O R T

C O N T E N T I S N O W T H E C U S T O M E R E X P E R I E N C E

COMMERCE

S E R V I N G A L L I N D U S T R I E S A N D C A T E G O R I E SHigh tech, Manufacturing, Software, B2B and B2C

A N E W D I G I T A L E X P E R I E N C E T H A T D R I V E S E N G A G E M E N T W I T H M E A S U R A B L E V A L U E .

Make money and save costs; with stuff you’ve got lying around.

I M P A C T T O W E B T R A F F I C

• 38% increase in new customer revenue • 47% decrease in customer cost• 62% increase in renewal probability

I M P A C T T O T I M E O N S I T E

Data compiled with the express permission of MindTouch customers and use granted with commitment to anonymity.

T O O G O O D T O B E T R U E ? Our customers don’t think so…

Web Traffic

Increase

Time on Site

Increase

8x 20x

9x 6x

2x 10x

8x 5x

Customers expect product details quickly

from their first search, throughout the customer

journey.

MindTouch

Turning user manuals into a modern digital experience, engagement, and on-demand understanding.