sugarcrm on ibm journey guide 2012 english version
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SUGARCRM on IBM Journey Guide 2012 english VersionTRANSCRIPT
SUGARCRM EMEASUGARCRM on IBM
Journey Guide2012/02/24
Those will not reach the destination, who do not know where the journeywill go. Michel de Montaigne
Friedel JonkerBusiness Development Manager
IBM & [email protected] , [email protected]
Friedel Jonker, Business Development ManagerIBM & SUGARCRMIBM Software Group
Career History and Education2008- today IBM, Germany, Business Development Manager IBM
& SugarCRM, Software Client Leader, Business Development Manager Analytics & PM, Managing Consultant CRM & BI
1994- 2008 Deutsche Leasing AG, S-Finance Group, Germany, CRM & BI Business and Program Director
1990- 1994 Citicorp-Citibank AG, Germany, European Manager Marketing Database VISA
� German, English (fluent).
� CRM, BI/LI Strategy Leader IBM GBS Germany.
� Winner of the Sales Excellence Award 2005 from the University of St. Gallen and Handelsblatt.
� Broad experience in Planning and Implementing value based CRM & BI/LI Strategy, Processes, Architecture and Systems.
� Member of the MIT, Sales Executive Councile, SAMA and member of Marketing Alumni, University of Münster, Germany
Languages and Profile
1989- 1990 Ogilvy & Mather Dataconsult, Germany, Consultant Database Marketing
1988- 1989 Infas, Germany, LOCAL-Direct Project manager for SRPM with Location Intelligence (LI)
1982- 1988 University of Münster, Master of Business Management in Marketing & Statistics
Database Marketing (1994-2000)Neue Informationsqualität für das VISA Kartenmanage ment der Citicorp, in: Oracle Finanzwelt, 1994Database Marketing bei der Deutschen Leasing AG, in: Jahrbuch 2000, Deutscher Direktmarketing Verband e.V.
CRM (2001-2007)Von Database Marketing zum CRM, in: Computerwoche, 19/2001Customer Relationship Management, Bericht über das Deutsche Leasing CRM-Projekt, in: GoAhead 9/2001, CSC- PloenzkeCRM – die nächste Generation, Interview mit Friedel Jonker, in: Computerwoche, 33/2002Mit intelligentem Database Marketing und CRM zu übe rdurchschnittlichem Markterfolg, in: Cognos- KundenmagazinCase Study Präsentation C3M-Eagle, marcusevans, FoCus Gipfel CRM, Montreux, 19.-21. Januar 2003Erfolgreiches Customer Relationship Management bei de r Deutschen Leasing AG , Nordakademie, Elmshorn, e-think-tank, Febraur 2003Konflikte zwischen Vertrieb und Vertrag lösen, in: Praxismagazin für Marktkommunikation der Sparkassen-Finanzgruppe, 2004, 11. Jahrgang, Nr. 5, S 38 ff
References 1994-2012
References –Literature and Presentations 1994-2012
Konflikte zwischen Vertrieb und Vertrag lösen, in: Praxismagazin für Marktkommunikation der Sparkassen-Finanzgruppe, 2004, 11. Jahrgang, Nr. 5, S 38 ff CRM und Sales -2 Seiten einer erfolgreichen Verbind ung , im Beratungsbrief von http://www.vertriebs-experts.de , 23.03.2005Deutsche Leasing Gruppe: Mit Siebel/Oracle CRM-Syste m das Neugeschäft jährlich um durchschnittlich 12 Proz entgesteigert, in: Oracle Customer Snapshot Juli 2006CRM als strategisches Element der wertorientierte U nternehmensführung der Deutschen Leasing AG -7P Pro gramm für erfolgreiche CRM-Programme –Position_Path_Portfolio _Program_People_Progress_Performance, marcusevans, FoCus Gipfel CRM, Montreux, 14.-16. Februar 2007Case Study CRM bei der DL, in Kundenmanagement –Grundlagen-Strategien-Beispiele von Manfred Krafft, März 2007
Multichannel Customer Management (2008-2009)Vom Callcenter zum Intelligent Multichannel Custom er Management Center , IBM Callcenter Circle, Hamburg HASPA, Mai 2008 Neue Technologien schaffen eine Demokratisierung de r Information, Initiative Mittelstand http://www.imittelstand.de/themen/topthema_100288.html , 16.11.2009
Integrated Realtime Corporate Management (2009-2010 )Integrierte Echtzeit Unternehmenssteuerung (IEU), IBM Partner Channel Kick Off Berlin, Januar 2010, Salesforce.com Cloudforce2 Frankfurt, März 2010, Teradata Enterprise Intelligence Summit Berlin, April 2010, IBM Partner University-Frankfurt, April 2010, Bechtle Partner Präsentation Mannheim, Juni 2010, FuM Partner Präsentation Stuttgart, Juli 2010 Integrated Realtime Corporate Management (IRCM), IBM Europe & Asia IT Architects University Stuttgart, April 2010Integrierte Echtzeit Unternehmenssteuerung –IBM Synergy Play, SAP-DSAG Nürnberg, September 2010, IBM ISV Technical Executive Forum Ehningen, Oktober 2010, Institut für BI Stuttgart, Dezember 2010
Social Business and Social CRM (2011-YYYY)Die Rolle von Analytics für Social Software Business, IBM Social Business JamCamp, Frankfurt, October 2011
SUGARCRM on IBMSUGARCRM on IBM
The disruptions leading to Social Business
Analytics CloudSocial Mobility
Global
http://www.edelmandigital.com/2010/04/21/social-bus iness-planning-aligning-internal-with-external/
Follow The Money –Forrester Research Interactive Ad vertising
CIO Strategies
Ranking of business strategies CIOs selected as one of their top 3 in 2011 and projected for 2014
Ranking of business strategies CIOs selected as one of theirTop 3 in 2011 and projected for 2014
Source: Gartner, Reimagining IT: The 2011 CIO Agenda
CMOs plans to increase or decrease the us of the fol lowing tools/technologies over the next 3-5 years (CMO Stu dy 2011)
50%Social media
Mobile applications
Content management
Customer analytics
CRM
Majority of CMOs are eager to deploy tools and tech nologies to grapple with growing volume, velocity and variet y of data(CMO Study 2011)
Plans to increase the use of technologyPercent of CMOs selecting technologies
82%
81%
81%
80%
73%Content management
Tablet applications
Single view of customer
Collaboration tools
Predictive analytics
Search engine optimization
Reputation management
Campaign management
Score cards/dashboards
E-mail marketing
Source: Q22 Do you plan to decrease or increase the use of the following technologies over the next 3 to 5 years? n=1616 to 1671
73%
72%
70%
68%
66%
63%
62%
61%
56%
46%
As a result, cloud is an increasingly attractive me ansof creating and delivering IT services.
Value delivered
Change management
Test provisioning
Install database
Install of operating system
From traditional To cloud
Months
Weeks
1 day
1 day
Days or hours
20 minutes
12 minutes
30–60 minutesInstall of operating system
Provisioning environment
Design and deploy business applications
1 day
▄
Months
30–60 minutes
51% cost savings
Days/Weeks
“Our commitment to informed decision making led us to consider private clouddelivery of Cognos via System z, which is the enabling foundation that makespossible +$20M savings over 5 years.”
– IBM Office of the CIO
Social Business Profit: McKinsey, eMarketer about Web2.0 and Social Media
SUGARCRM on IBM -Leadership
Market leading technology
IBM Connections – Marketshare leader in Enterprise Social software, IDC 2011
IBM Sametime - Major Player in IDC’s 2011 MarketScape for Unified Communications Voice Infrastructure
IBM Lotus Live - Named in leadership quadrant of Gartner's 2011 web conferencing report
IBM SPSS - 250,000 customers in 100 countries
IBM Cognos - Market share leader in Enterprise BI Platforms, Forrester Wave Q4 2010
SugarCRM - Over 8,000 customers and more than 800,000 users
SugarCRM on IBM Open Social Business Platform
CloudMobile
Ecosystem Social
IBM and SugarCRMOpen Social
Business Platform
SUGARCRM on IBM -Integration with your social
networks, applications and devices of your choice
SugarCRM on IBM
Ready to Start Integrations for the Social Business
RUN ANYWHERE• Any Device
SUGARCRM on IBM Run Anywhere
• Any Device• Any Platform• Any Cloud
On Site
SUGARCRM on IBM Social Business is Key to IBM's Gro wing Portfolio of SmartCloud Business Solutions
Social BusinessSmarter Commerce
Business Analytics & Optimization
SUGARCRM on IBM WebSphere Commerce
Integrated brand experience to meet consumer shopping needs across all channels:
• Consistent promotions across Store, Mobile, Web, and Catalog
• Buy On Mobile / Buy Online, Pickup in Store
• Mobile SMS for Order Status, text to bring purchase to your car
Browse Catalog Product Detail Ratings & Reviews
Compare Products
Search Products
Add to Cart Select Pickup Store & Checkout
View Order Confirmation
IBM WebSphere Commerce provides the underlying e-commerce platform behind the cross-channel shopping experience
SUGARCRM on IBM –Integration with LotusLive – A Broad Portfolio of Cloud-Based Offerings
LotusLive Notes An online version of IBM’s popular Lotus Notes email and calendaringand scheduling product
LotusLive Engage An integrated suite of tools that combines your business network with collaboration and conferencing services
Web ConferencingWeb Conferencing CollaborationCollaboration eMaileMail
LotusLive Meetings A full-featured, easy-to-use Web conferencing service
LotusLive Events Provides tools to create, manage and conduct webinars for up to 999 attendees
LotusLive Connections Combines your business network with collaboration services
services
LotusLive iNotesWeb-based messaging service for e-mail and personal calendar
Work with anyone from anywhere – all with IBM's focu s on security, reliability and enterprise integration
Home pageSee what's happening across your social network
CommunitiesWork with people who share common roles and expertise
FilesPost, share, and discover documents,
ProfilesFind the people you need
Social AnalyticsDiscover who and what you don’t know via recommendations
A series of social capabilities...which can be used on their own, or together …or as a way to make other applications more social
SUGARCRM on IBM in the box
BlogsPresent your own ideas, and learn from others
Post, share, and discover documents, presentations, images, and more
Micro-bloggingReach out to your social networkWikis
Create web content together
ActivitiesOrganize your work and tap your professional network
BookmarksSave, share, and discover bookmarks
ForumsExchange ideas with, and benefit from the expertise of others
Social Dashboard� Morning Report style user
interface keeps track of upcoming events and relevant activity throughout LotusLive
� Core LotusLive services and integrated 3rd party business
SUGARCRM on IBM –Social Dashboard
applications seamlessly integrate into the activity stream
� Share box allows you to immediately share content from anywhere within LotusLive
� Secure file-sharing
� Gather the e-mails, IM chats, documents, messages, and other information that you and your team need to accomplish a project
� Assign To Dos to project members
SUGARCRM on IBM –Activity Stream
� Customize and organize an activity with sections
� Create an activity for use by the members of a community
� Create Activity Templates to capture and reuse best practices
SUGARCRM on IBM Cognos Smart Analytics Cloud
Unified Workspace across multiple styles of analysis
SUGARCRM on IBM -Integrated Realtime Corporate Management/Cognos (IRCM) to lead your Business to Su ccess
styles of analysis
Business Business Business Business
InsightInsightInsightInsight
Analytical ReportingDrill
Trending Slice and Dice
Scenario ModelingWhat-if
Advanced AnalyticsWhat might be
Reports
IBM Cognos
IBM Cognos 10 BI Connections/LotusLive (LL)
Integration of IRCM with Connections/LotusLive to Drive Business Value
Ad-hoc queries
Analysis
Dashboards
IBM Cognos
Connection/LL
Integration
CommunitiesBookmarks
Activities Profiles
Wikis
FilesBlogs
IBM Social Business Toolkit APIs
IBM Value-added Modules
IBM Social Business Core Modules
Partner Value-added Modules
Commerce BusinessAnalytics
EnterpriseContent Mgmt
Social Analytics Business Process Mgmt
ApplicationIntegration
PublicSocial Networks Rich Media Social
Applications
ArchivingCompliance &
Discovery Gaming
SUGARCRM on IBM –Social Business Toolkit API Development Framework
IBM Social Business Core Modules
Profiles Communities Presence, Chat& Telephony
Social Collab.Services Microblogging Meetings &
Audio/Video
Messaging &PIM
Workflow &Forms Portal
Document Management Mobile Connectors
SocialCRM & BI
SUGARCRM on IBM –Open API● Published REST API for data interchange with each service
─ Homepage, Profiles, Communities, Bookmarks, Blogs, Activities, Files, Wikis – all supported
● Common behavior across services─ API Version
─ Authentication
─ Common Entry types / Resources
● Open API for creating your ● Open API for creating your own widgets
● Check out the catalog for applications which IBM, partners, and individuals have submitted
• Ecosystem of integrated ISV applications enable end-to-end solutions
• OpenSocial REST APIs and extension
SUGARCRM on IBM –An Extensible Open ISV Integration Platform
APIs and extension points
• Standards-based authentication, encryption and single sign-on
• Link enterprise or ISV applications to the Social Business cloud
LotusLive Services
Social Business Toolkit
Partner Services
SUGARCRM on IBM -Integrated Offerings
Integrate withCognos for BISPSS for advanced analyticsUnica for Marketing automationLotusLive for collaborationConnections for collaborationLotus Notes for emailCastIron for web integration
ConnectionsLotusLiveLotusNotes
CastIron for web integration
Deploy in the cloudIBM SmartCloud Enterprise
Deploy on-premiseSeries iSeries pSeries x
Database DB2Services from IBM GBS
• increase customer retention
• attract new customers
• maintain competitive advantage
Advantage
Why SUGARCRM on IBM for Social Business
IBM delivers social solutions that connect people both inside and outside your company
IBM connects social and IBM connects social and collaborative capabilities across all business processes
IBM and SugarCRM deliver Social Business on-premise and in the cloud
Advantage
• Open collaboration
• among employees • and with external parties
• social networks of choice
Open SocialConsumer
SUGARCRM on IBM - Technology Roadmap
SameTime
Cognos
eCommerce
Sug
ar 6
.6
Social
Business
Activity Streams
Forecasting
Sm
arter C
omm
erceUnicaPRM
p, x, i series & SCE
AIX or Linux
DB2
Lotus
Connections
Sug
ar 6
.4
Sug
ar 6
.5
Core
TechnologiesS
ocialB
usiness
Offline Client
Open SocialProducer
UI Enabled for Vulcan
Advanced CRM for small and medium-sized businesses
Advanced CRM for businesses with offline mobile requirements
$360 / user / year $540 / user / year
Sugar Subscriptions
Sugar Editions
CRM for the most demanding business
Ultimate CRM solution for the global, mobile, social business
$1,200 / user / year$720 / user / year
General Guidelinehttp://www.sugarcrm.com/crm/products/editions.html
Professional Corporate Enterprise Ultimate
$360 $540 $720 $1,200
5 – 50 seat customers
500 – 5,000 seat customers
50 – 500 seat customers
Why SUGARCRM on IBM for Social Business in the Cloud
End-to-End Cloud Services
Social Business Leadership
End-to-end cloud service
Social Business Leadership
Enterprise-Class Solutions
Go for Social Business with SUGARCRM on IBMGo for Social Business with SUGARCRM on IBM
• IBM Customer Experience Suite
• WebSphere Portal
• IBM Connections• IBM FileNet• IBM Quickr
Corporate Corporate Social Social
NetworkNetwork
Exceptional Exceptional Web Web
ExperienceExperience
SUGAR ON IBMWhitepaper
• IBM Sametime• IBM Sametime
Unified Telephony
• IBM Cognos Consumer Insight
• Partner-Lösung: Actience Vantage
WebWeb--MeetingMeeting
ChatChatTelephonyTelephony
Social Social Media Media
Monitoring / Monitoring / ComplianceCompliance
Social Business and Social CRM
Have a vision
Choose an Open CRM System
Enable a flexible, Cloud 2.0 infrastructure
Integrate with all your business software applications
Integrate with the social media networks used by your customers
The Sweeter RoadMicrosoftOracleSFDC
SugarCRM: The World’s Fastest Growing CRM Company
Business
The world’s fastest growing CRM company
$46M in financing from NEA, DFJ, and Walden Intl.
Founded April 2004; 200 Employees; Cupertino, CA
Market Traction
SugarCRMNet Promotor Score
8,000+ customers in 70+ countries
800,000+ users on 70,000+systems
Over 9M downloads of Sugar Community Edition
220+ partners on five continents
Growth/Momentum
Cash flow positive since Sept 2010
Over 52% billings growth FY 2010 vs FY 2009
More than 2,200 new customers in FY 2010
SugarCRM: 8,000+ Customers in 70+ Countries
Contact Details
Friedel JonkerDipl.-KaufmannBusiness Dev. ManagerIBM & SUGARCRMIBM Software Group
Wilhelm-Fay-Strasse 30-34D-65936 Frankfurt
Phone (+49)-69-6645-1227Fax (+49)-69-6645-5640IBM Software Group Fax (+49)-69-6645-5640Mobile (+49)[email protected]
More information from IBM and me. Look at Xing, Linkedin, Youtube, Twitter, Scribd, Slideshare and Lotus Greenhouse.
Join my Networks as Philip Kotler (North.West.Uni), Manfred Krafft (WWU Münster), Thomas H. Davenport (Babson College), Peter Weill (MIT), Jeanne W. Ross (MIT), Andrea Back (St. Gallen), Jon Katzenbach (Booz), Genie Z. Laborde (I.D.E.A.), Daniel Pink, Ross Dawson (AHT) Charles Savage (KEE), Soumitra Dutta (INSEAD)Chuck House (Stanford Uni.), Thomas Hutzschenreuter (WHU), Gunter Dueck (IBM), David Croslin and other leading Thinkers and Practitioners have already done it.
Business is People ☺
Selection of Companies on my Networks:
3M, Amadeus, Ameriprise, Booz & Company, Citigroup,
Daimler, Deutsche Bank, Deutsche Telekom,
Deloitte & Touchee, Ernst & Young, IBM, Lufthansa,
McKinsey, Nokia, O2, REWE, Samsung, Siemens, Swissc ard,
Thomas Cook, TUI, Vodafone, Volkswagen and more.