GROW YOUR COMPANY IN A DOWNTURNCapitalize on Hidden OpportunitiesYour Customers Provide

More than ever, companies are focused on their existing customers to drive business value. During challenging economic times thesecustomers and their continued loyalty is the lifeline for survival. The necessity of effectively and proactively serving your existing customersis a tremendous opportunity for both savings and growth.

The old metric that talks about taking less money to keep a current customer than to get a new one is not only true — but a key part in allowingcompanies to maintain a customer base without spending excessively. Not only do your current top customers tend to represent the largest chunkof your revenue, but their loyalty and positive word of mouth represent your future growth. The place to make your modest investments with thestrongest ROI this year is in your current customers.

In a tight economy there are two critical things that these investments can enable:• Revenue preservation— find out if customers are going to leave, understand why and save them; and• Revenue growth— understand if customers are having issues ("cries for help") and delight them by acting on those issues. This generatesamazing word of mouth, builds a network of customer advocates and creates growth.

“The purpose of business is not tomake a sale, but to make andkeep a customer.”- Peter Drucker, legendarymanagement consultant

“Just a 10% improvement incustomer retention results in a30% increase in the value of thecompany.”- Bain & Company

“A 5% increase in customerretention can increase businessprofits by 25% to 125%.”- From “Leading on the Edgeof Chaos: The 10 CriticalElements for Success in VolatileTimes,” by Emmett C. Murphyand Mark A. Murphy, PrenticeHall Press, March 2002

“Acquiring a new customer cancost six to seven times more thanretaining an existing customer.”- From “Customer AcquisitionVersus Customer Retention,”by Frederick Reichheld, Bain& Company, November 2006

SOLUTIONS FOR GROWING YOUR COMPANY

SurveysService NotesCRM DataEmailsBlogsWeb Forumetc.

A�ensityProcess

A N A LY Z E O N - L I N E

CREATEBUSINESS

CATEGORIES

1 Review AutoGeneratedReports

Voice of the Customer Analytics• Sentiment Analysis• Churn• Product Issues• Market Buzz

(competitive, issues, sentiment)

2 Interact, Re"neQuery, Alert...

3 IdentifyPotentialActions

4 Try ItAgain!

MANAGECATEGORIES

THE ATTENSITY SOLUTIONAttensity Voice of the Customer (VOC) offers the power of Attensity' text analytics software in an“on-demand” hosted offering or for your use in-house. It enables you to rapidly and accurately analyzecustomer feedback - given directly to you in emails, services notes or survey responses and publishingonline in Blogs, reviews, forums, etc.

Through reports, dashboards and alerts, users are kept up-to-date on customer sentiment, issues,requests and requirements. Potential for attrition is tracked, as well as opinions and comparisons tothe competition. Attensity VOC includes access via a web-browser so that business analysts, qualityand service personnel and executives can easily gain access to powerful customer insights.

Attensity VOC offers the power of Attensity’s patented Extraction Engines™ that automatically pull outand transform facts found various forms of unstructured customer feedback into data that can bequeried, reported on and analyzed. The newly structured feedback is then fused with existing structureddata like customer segment, product identifiers or specific survey scores so that it can be analyzed byusers in the context of their business. Dashboards, reports and an ad hoc query tool enable the customerexperience analyst to uncover issues, identify trends and analyze customer sentiment.

Attensity VOC On Demand requires no installation and provides customer analysts with immediate accessto valuable customer feedback that can drive critical business decisions around products, services andcustomers.

CUSTOMER FEEDBACK ANALYSIS WITH ATTENSITY

Attensity delivers the power of sophisticated data and semantic analytics in the form of easy-to-use business applications, allowingbusiness leaders, customer support personnel and customers to get relevant and actionable answers fast. This allows you tomaximize customer relationships — creating customer advocates and a strong lifetime relationship.

Attensity™ provides the definitive Voice of the Customer platform built on its text analytics software technology for transformingunstructured customer feedback into actionable First Person Intelligence™. Attensity's First Person Intelligence is the backbone of thecompany's flagship offering to the enterprise as well as the law enforcement and intelligence communities for increasing customersatisfaction and improving homeland security. The company's multi-patented technology mines the freeform text in communicationchannels such as emails, surveys, blogs, web forums, case files, and call center notes. Attensity's hosted and installed solutionsprovide insight into customer sentiment, product issues, and coded clues that enable customer relationship executives and lawenforcement analysts to speed detection and meaningful response to critical events and competitive challenges. Founded in 2000,the company is headquartered in Palo Alto, Calif., with a technology center in Salt Lake City, Utah. Attensity is a recipient of theRed Herring 100, an award reserved for top private technology companies. More information is at http://www.attensity.com.

© 2009. All rights reserved. Attensity, Exhaustive Extraction and the Attensity logo are trademarks of Attensity Corporation. All othercompany or product names may be trademarks and/or registered trademarks of their respective organizations. V1.03.09

Corporate Headquarters2435 West Bayshore Road, Palo Alto, CA 94303Phone: (650) 433-1700 | Fax: (650) 433-1799

Technology Center (801) 532-1125Government Systems (571) 730-1931

info@attensity.com | www.attensity.com

Attensity deliversdashboards thatsummarizecustomer sentimentand issues

A drill down querycapability enablesusers to askdetailed questionsto drive betterbusiness decisionmaking

HOW DOES ATTENSITY DO THIS AND HOW CAN YOU DO THIS, TOO?

A service portalenables serviceagents to solvecustomerproblems andcustomers toself-serveonline

A service agentapplicationautomaticallyresponds tocustomerinquiries ina timely,customerfocused manner

WHAT IF?What if your customer-focused executives could have a window into all cus-tomer comments and feedback, so they can prioritize, optimize and proactivelyrespond to real customer issues that impact brand, determine lifetime value ofa customer, and create a network of customer advocates or detractors? At thislarge financial investment firm they do:

Through daily analysis of customer surveys, brokers notes and emails, customerissues are identified, new product ideas uncovered and customer sentiment isknown. One of the world’s largest Investment Services Firm uses Attensity Voiceof the Customer each day to identify customers who are a possible churn riskand find opportunities to better communicate with them resulting in higherrates of customer retention and growth.

What if your customer focused employees could have a window into yourcustomers’ needs and wants and could provide the service data needed toserve customers fast and efficiently – or even to allow them to servicethemselves? At this large services company they do:

At one of the world’s largest IT services firms, both customers and servicesagents can readily access an online an Attensity powered E-Service portal thatprovides the answers to sought after service questions. Agents can easily searchthrough a knowledge base that captures, stores and maintains the most criticalbusiness and product knowledge – providing agents with the right answer tocustomer questions, at the right time. Through the Attensity powered E-Servicewebsite, customers can login and ask their own questions getting answers with-out having to wait on the phone. This not only reduces costs, but creates happy,well served customers.

What if your product innovation and quality teams could know early whether aproduct was in jeopardy or causing customer dissatisfaction and they knew whyand what to do about it? At this large telecommunications manufacturer they do:

At this international cell phone manufacturer new product introductions happenon a continuous basis. They are expensive and resource intensive. With Attensity,they are able to identify customer sentiment about new products and associatedissues within the first hours of the product being out on the market. Throughdaily analytics reports, dashboards, queries and alerts, product owners,marketers and the service team are up to date and aware of what the issuesare and where the service questions will come form. Doing this ensures newproduct success and enables them to cost effectively mitigate customer issuesbefore they become product failing problems, thereby increasing customersatisfaction and the success of their new products brought to market.

CUSTOMER FEEDBACK: YOUR MINED ASSETWe work with executives to collect, organize and leverage customer feedbackfrom all internal and external document sources (surveys, emails, customerreviews, blogs, forums, etc.). This mined asset of incredibly rich data providesthe answer to knowing in an actionable way, whether your customers arecommitted or at risk? Satisfied or unhappy? Advocates or detractors?

This is a multi-patented solution used by Global 1000 leaders that providesstrong ROI through a detailed, user-friendly business application suite that isfocused on increasing customer satisfaction and loyalty so you can keep andgrow your customers.

To get a demonstration or to learn more contact us at www.attensity.comor at 1-800-721-0560.