Tealeaf for Partners: How to demo and sales tools webcast

Brian Strauss
Director of Field Engineering, Americas

Webcast Agenda
Sales Demo Uses (how we use in the field and why it's do impactful) Sales Demo vs. Other tools

How we demo - The Tealeaf Overview & Demo

How to get certified

Key Contacts - Schedule your training today!

Demo Agenda
Introductions

Customer Experience Management & Tealeaf

Product Demonstration

Tealeaf Usage and Focus Trends

Integration Level of Effort and Timeline

Q&A / Next Steps

12+ Years Defining Customer Experience Management 450+ Customers | Strength in Financial Services

Financial Services

Retail

Travel

Insurance

Telco / Cable

8 of 10 Largest U.S. Banks

1/3 of all Internet Retailers > $100M 7 of Top 10

10 of 12 Most Booked Travel Portals 50% US Airlines

Over 40 P&C Insurance Companies

All Major U.S. Carriers

2012 IBM Corporation

Bad customer experiences are more dangerous than ever

The Gap No Visibility into Why Customers Succeed or Fail

IT Team
Performance Metrics

But why did customers succeed or fail on our site?

<id56043> <id23856> <id85476> <id87953>

Business Team

7/23/2005,0:06:31,192.168.1.207,,10.10.20.47,80,GET,/store/,,302,405,460,10,Mozilla/4.0+(compatib 1 2 3 4 le;+MSIE+6.0;+Windows+NT+5.1),-,,7/23/2005,0:06:32,192.168.1.207,#550356 $54.72 ,10.10.20.47,80,GET,/store/Default.asp ,#864021 $89.12 ,200,13631,461,1122,Mozilla/4.0+(com #756053 $129.12 patible;+MSIE+6.0;+Windows+NT+5.1) ,-,,#173460 $12.00 #783452

Funnel Reports

$7.32 <id87342>

Customer Service

Business Trends

Server Logs

Transaction Logs

Customer Calls
To: Customer Service Your site lost my shopping cart .

[+]
Customer Surveys

Customer Emails
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See Your Digital Channels Through the Eyes of Your Customers

Web & Mobile Channels Reduce People to Data

Tealeaf. See Your Digital Channel Through the Eyes of Your Customer. Every Customer. Every Interaction. Every Time.
All actions

All interactions

All customer experience obstacles

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Immediate Awareness to Eliminate Further Struggle and Make More Customers Successful

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Refuse to compromise: Extend your insight into the mobile web*

http://mobileweb.com

* Requires CX Mobile & cxOverleaf

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cxOverleaf complement your existing Tealeaf products by providing a more complete view of the customer

CUSTOMER ACTION (Transaction Analytics)

CUSTOMER INTENT (Usability Analytics)

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Demonstration

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Tealeaf Architecture On Premise Software

Existing Customer Environment
Switch, Router, Load Balancer, Firewalls
SPAN port, Mirror port Or Tap

Web Servers Application Servers Databases

Internet

Tealeaf CX Extended
Rich Internet Apps Heavy JavaScript

Tealeaf CX Mobile
Mobile Sites Mobile Apps

Tealeaf Modules cxImpact cxView cxReveal cxMobile cxOverstat (UX) cxConnect Data cxConnect WA cxConnect VOC

Tealeaf CX Capture
Firewall Decrypt Privacy Assemble

Tealeaf CX Datastore
Inspect Index Event Archive Correlate
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Benefits and ROI

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Tealeaf: Value Across the Enterprise

Issue Identification & Resolution Dispute & Fraud Investigation

Conversion Rate Optimization

Across the Enterprise

Customer Service Optimization

Site Usability Monitoring

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Advanced Analytics

Typical Benefits (as described by Forrester)

1 2 3 4 5
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3.5%+ increase in site conversion rates. 1%+ improvement in customer retention rates from better site experience.

0.5%+ improvement in average order value from better customer experience. 60%+ reduction in support costs associated with problem reproduction and resolution.
10%+ reduction in support costs associated with better prioritization of site projects and project avoidance.
2012 IBM Corporation

Summary of Tealeaf Key Features

1 2 3 4 5 6
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Real-time visibility into the actual customer experience

Enables rapid identification, diagnosis, and resolution of site obstacles & customer struggle
Provides the ability to quantify the business impact of any given issue for more effective resource prioritization Facilitates usability optimization efforts Seamless integrations with other digital optimization & CRM systems

Enables targeted marketing (i.e. order recovery) and personalized content delivery based on customer actions
2012 IBM Corporation

Total Economic Impact of Tealeafs CBA Suite

Risk Adjusted Payback in Under 3 Months
Results calculated from interviews with 4 cross-vertical customers & market research.
Benefits Quantified in Study Increased Conversion Rate Increased Average Order Value Improved Retention Rate Reduced Problem Resolution Time Reduced Incidents (Project Avoidance) 3.5% 0.5% 1% 60% 10%
$1,000,000 $Initial Year 1 Year 2 Year 3

Summary: 3-Year ROI

$6,000,000

$5,000,000 $4,000,000

$3,000,000

$2,000,000

Reduced Disputed/Fraudulent Chargebacks Three-Year Risk Adjusted Results

ROI: Payback Period: Total Net Present Value:

0.05%

$(1,000,000)

Reduction in chargeback transactions Reduction in IT costs for project avoidance

512% 2.6 months $7,633,214

Reduction in IT costs for problem resolution Incremental revenue from improved retention rate Incremental revenue from increased order value Incremental revenue from increased conversion Total yearly costs for Tealeaf

Source: A commissioned study by Forrester Consulting, The Total Economic Impact of Tealeafs Customer Behavior Analysis Suite. July 2010 Note: Benefits found in this study were not risk adjusted and were achieved over a three year period. 2012 IBM Corporation

Quantify & Respond to Experiences That Matter

Control Group Total no. of sessions where user proceeds to purchase page No. of sessions where user completes purchase: Conversion Rate: 18,046 9,227 51%

Study Group
Total no. of sessions where user gets error message No. of sessions where user purchases despite error message: Conversion Rate: 42 0 0%

51% Conversion rate control group: Conversion rate study group: - 0% 51%

51% of the 42 users affected in study group should have converted = 21 users

OPPORTUNITY IMPACT Average booking value:

Number of daily impacted users: Daily impact: Annualized opportunity cost:

$600
X21

$12,600
$4,599,000

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Steps to Certification
Reach out to your Tealeaf Channel Leader They will provide the certification materials and kick-off the process. Review the Materials and watch the video: Sales Reps: this link includes both an introductory power point presentation AND the demo: https://tealeaf.webex.com/tealeaf/ldr.php?AT=pb&SP=MC&rID=66088057&rKey=6a3bf8f7457e ff40 Pre-sales: you can watch a shorter version that just focuses on the demo. Its your choice: https://tealeaf.webex.com/tealeaf/ldr.php?AT=pb&SP=MC&rID=51746652&rKey=15734127bfe ae962 Practice: Walk through presentation and demo script (both attached) and give a presentation to yourself in the mirror, to your colleague, a friend, or your favorite pet.

Ask Questions: Schedule 30-60 min con call where you can ask questions to clarify any points with a Tealeaf SE
Formal Certification: Schedule 30 minute test with Tealeaf SE

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Tealeaf Channel Team Who to Call?

Jessica S. White Global Partner Leader IBM Software Group jswhite@us.ibm.com 678.517.2420 Tamer Osman Channel Leader North America IBM Software Group tosman@us.ibm.com 415.932.5085 Paul Shackleton Channel Leader Europe IBM Software Group paul_shackleton@uk.ibm.com +44 7980 445017

All geographies

James Moncure Strategic Alliance Manager Worldwide IBM Software Group jmoncure@us.ibm.com 704-488-1014

Channel Sales NA

Channel Sales Europe

Channel Sales Enablement

2012 IBM Corporation

Systems Integrators, Digital Agencies, GMU Channel Sales