Enterprise Applications,
Information & Knowledge
    Management 2009
Your Text here                                       ...
Agenda
1   Enterprise Applications general trends

2   Enterprise Applications (CRM, ERP, SCM)

3   Knowledge Management

...
General
IT in Aggressive Cost-Cutting Time                                                                                ...
General
Application projects in recession                                                                                 ...
General
Questions for every IT project                                                                                    ...
Your Text here                                                                               Your Text here




  Einat Sh...
Technologies Maturity Model 2009                                                                                          ...
General
IT Services Families                                                                                              ...
General
Major trend in enterprise applications                                                                            ...
Your Text here                                                                              Your Text here


      Did Saa...
General
SaaS in Israel                                                                                                    ...
General
SaaS major setbacks in Israel                                                                                     ...
General
Characteristics of common SaaS                                                                                    ...
Application models                                                                                                        ...
Where are we now                                                                                                          ...
General
Mashup Definition                                                                                                 ...
General
 New Applications = Services Mashups                                                                              ...
Cloud enables creation of                                                                                                 ...
General
                    Open Source Software                                                                          ...
There are some major benefits to                                                                                          ...
General
Open Source pricing appeal                                                                                        ...
Major Benefits for adopting                                                                                               ...
What should you do to make Open Source                                                                                    ...
CRM




Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graph...
CRM
                                                                                                                      ...
CRM
                                                                                                                      ...
CRM
 CRM: from the outside looking in                                                                                     ...
CRM
                           Multi Channel CRM                                                                          ...
CRM
         Israeli CRM Trends 2009                                                                                      ...
CRM
Source: STKI CIO Survey 2009                                                                                          ...
CRM
     Worldwide CRM Trends 2009                                                                                        ...
Communication with customers                                                                                              ...
CRM
                                                                                                                      ...
We will present data on products and integrators:                                                                         ...
We will present data on products and integrators:                                                                         ...
We will present data on products and integrators:                                                                         ...
CRM Packages & Integrators in Israel:
                Package                   Rep in Israel                             ...
Microsoft-Based CRM Solutions in Israel – Part 1
Company                                                                  ...
Microsoft-Based CRM Solutions in Israel – Part 2
Company                                                                  ...
CRM-Related Applications:
                                                                                                ...
Multi Channel /customer Self Service applications
Product Name                                      Description           ...
CRM - Israeli Market Positioning 1Q09


                                                                                  ...
CRM Selected Wins during 2008/1Q09
                   (Partial List)
 Siebel On-Demand: ECI (Taldor), Test Insight (Manof...
CRM Consultants in Israel (alphabetical)
                  Partial List
 Accenture
 Alternative
 Aman (widelink)
 BI-P...
STKI Rule of Thumb
          HIGH-END CRM in Israel: Price Per Seat

• License:                              $1K - $3K
• I...
STKI Rule of Thumb
             Mid-Tier CRM in Israel: Price Per Seat

• License:                              $500 - $1K...
STKI Rule of Thumb
                          SaaS CRM price model
Pay-as-you-go subscription pricing
Price per user per mo...
EPSS for CSRs + Unified Agent Desktop
                                                                                    ...
Campaign Management
                        Package Vendors in Israel
       Product Name                                 ...
ERP




Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graph...
ERP
                                       ERP Life Cycle                                                                 ...
ERP
                  ERP Maturity Model 2009                                                                             ...
ERP
ERP Benefits                                                                                                          ...
ERP Staffing ratio
Average size of Israeli ERP department: 15-20
    Implementers: 60%
    Developers: 17%
    Infrast...
ERP
       ERP Main priorities for 2009                                                                                   ...
ERP
            SAP ERP specific issues in 2009                                                                           ...
ERP
        Oracle ERP specific issues in 2009                                                                            ...
STKI Rule of Thumb
         Enterprise ERP in Israel: Price Per Seat

License:                                  $1600 - $2...
STKI Rule of Thumb
          Large - SMB ERP in Israel: Price Per Seat

• License:                              $1500-$170...
STKI Rule of Thumb
                    SMB ERP in Israel: Price Per Seat

• License:                              $700-$12...
ERP Packages & Integrators: Part 1
Package Israel Rep                                                Integrators          ...
ERP Packages & Integrators: Part 2
    Package                        Israel Rep                                        In...
ERP
                                  SMB ERP in Israel                                                                   ...
ERP On-demand model                                                                                                       ...
ERP - Israeli Market Positioning 1Q09

Enterprise ERP                           Medium - Large ERP                        ...
ERP Selected Wins 2008-1Q09
                           (Partial List)
 SAP: Rakevet Israel (Malam-Team)
     SAP All-in-...
3rd party SAP complimentary tools (partial list) – Part 1
     Solution                    Israel Rep.                    ...
3rd party SAP complimentary tools (partial list) – Part 2

     Solution                     Israel Rep.                  ...
3rd party Oracle e-Business Suite
        complimentary products (partial list)

     Solution                     Israel ...
ERP Consultants (Alphabetical list)
                        Partial List
 Accenture
 Bit-Plus
 Byon
 Deloitte Touche
...
SCM
 Supply Chain Management                                                                                              ...
Supply Chain Management                                                                                                   ...
Supply Chain Management                                                                                                   ...
KM




Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphi...
KM
             Knowledge Management                                                                                      ...
KM
        The problem with Knowledge                                                                                     ...
KM
                        Let’s see the numbers                                                                          ...
Internal KM Maturity Model 2009                                                                                       KM
 ...
KM
KM Best Practices                                                                                                      ...
What isn’t acceptable for the                                                                                             ...
The digital native                                                                                                        ...
KM
Web 2.0: User is at the center                                                                                         ...
KM
Web 2.0 tools: Adoption vs. Complexity                                                                                 ...
General
Innovation Sources                                                                                                ...
Enterprise 2.0 Social tools
                                                                                              ...
KM
        Participatory Technology                                                                                       ...
KM
How to use participatory technology?                                                                                   ...
Issues with using Web 2.0                                                                                                 ...
KM
 Web 2.0: Recommendations                                                                                              ...
Enterprise Content Management                                                                                             ...
ECM
                     ECM Market in Israel                                                                             ...
ECM
ECM state of the market in Israel                                                                                     ...
ECM
ECM market size in Israel                                                                                             ...
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
2009 Summit Presenation on enterprise applications, Analytics and KM
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Transcript of "2009 Summit Presenation on enterprise applications, Analytics and KM"

  1. 1. Enterprise Applications, Information & Knowledge Management 2009 Your Text here Your Text here Einat Shimoni EVP & Senior Analyst Enterprise Applications, Analytics & KM Strategies www.einatstki.blogspot.com Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 1
  2. 2. Agenda 1 Enterprise Applications general trends 2 Enterprise Applications (CRM, ERP, SCM) 3 Knowledge Management 4 Business Intelligence & MDM 5 BPM 6 Enterprise Portals & External websites Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 2
  3. 3. General IT in Aggressive Cost-Cutting Time Trends New IT budget Less budget for models: decrease new apps SaaS, OSS Decrease app 3rd party Need to cut IT ERP tools? maint. Self- costs service projects E-Service here Your Text here Your Text Social & Interaction with consumer Social CRM, employees & technologies KM 2.0 customers impact Innovation, re- BPM, Web 2.0, Need to help think processes, Innovation, increase connect with Social CRM, revenues customers CEM, BI Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 3
  4. 4. General Application projects in recession Trends • Zero based budgeting – every project is examined in payback, maturity, and risk • Low risk projects • Small scale projects (< 1 year) • Proven payback within ½ - 1 year Problem: sometimes the less mature markets (MDM, BPM) are the ones that can provide greater business benefits Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 4
  5. 5. General Questions for every IT project Trends • What are the business benefits and when is the payback? • What is the risk? Is it mature? Is it well supported in Israel? How many ISVs with in depth knowledge? Are other organizations happy with it? References! • What is the TCO? • Is the application user friendly? Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 5
  6. 6. Your Text here Your Text here Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 6
  7. 7. Technologies Maturity Model 2009 General Trends Business Value Investment Active BPM BI Web to make money 2.0 Collab. CRM Balanced Data IT+business Cut costs, Increase Oper. Scorecard Governance, Project CRM ERP 2 MDM productivity Financial Ent. Pure Tactic BI Search Business BI Project ECM Gateway Commodity IT portal ERP1 Services Size of figure = complexity/ cost of project Financial Investment sector Non- Finance for regulations reg. sectors reg. Using Implementing Looking Market Maturity Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 7
  8. 8. General IT Services Families Trends Reduce Expenses Increase Revenues Increase Increase Increase Improve Increase process process governance, Cut costs customer business efficiency Intelligence regulation & Experience agility risk mng. Green IT Active BI Regulation Social CRM BSC compliance DC Tech: virtualization CXO BPM Analytical etc. BPM/BPA management CRM tools Supply chain Customer Employee Productivity Innovation IT intelligence Experience support tools Governance Management IT Sourcing models Marketing focus IT portfolio management B2B Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 8
  9. 9. General Major trend in enterprise applications Trends SaaS (Software as a Service): A software delivery model, delivered via the web, in which users can consume functionality based on subscription pricing. SaaS is typically a multi-tenant, one-to-many architecture (one code base for all), this provides it with economy of scale The software is hosted remotely, eliminating the need for users to invest in related hardware or handle the installation, set- up and daily upkeep & maintenance. Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 9
  10. 10. Your Text here Your Text here Did SaaS make its debut in Israel? Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 10
  11. 11. General SaaS in Israel Trends Most Israeli orgs aren’t yet using SAAS  Major adopters: technology, high tech, global companies  Major objectors: Financial orgs and govt. SaaS projects’ characteristics in Israel: • Short micro-projects (~3 man months) • Average of 40 users per installation • Usually DOES include some sort of integration to 1-2 inhouse applications • High satisfaction level (worldwide data: 94%) Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 11
  12. 12. General SaaS major setbacks in Israel Trends • 357 regulation doesn’t allow keeping “linked” data outside for financial organizations • Need for local point of contact • Need for SLA and local support • Hebrew • Israeli vendors need to reorganize operations around this model Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 12
  13. 13. General Characteristics of common SaaS Trends • Applications that have a “network effect” Travel management Social software • Niche/Point-solutions • Solutions that are easily separated from others Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 13
  14. 14. Application models General Trends Self development Your Text here Your Text here Package Internal External Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 14
  15. 15. Where are we now General Trends and what’s the next stage? ASP SaaS PaaS • Single separate instance • Vendor controls application • Outcome of using PaaS • Could have shared or • User has No access to core •Platform-Centric dedicated infrastructure components of the solution • User controls the app. • … ASP wasn’t a bad idea, • Multitenant, one-to-many • Fully-customized software it had BAD timing • Semi-customized (view) • Will be more suitable for • More suitable for generic “heavy” business processes “lightweight” processes or consumers Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 15
  16. 16. General Mashup Definition Trends • Mashup: a “web 2.0” term : combining data layers from more than one source into a single integrated interactive application http://blogs.zdnet.com/Hinchcliffe/?p=78 Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 16
  17. 17. General New Applications = Services Mashups Trends An application mashup should define its needed infrastructure services Gateway (=ensemble) T7 T8 T2 T6 T7 T8 T1 T3 T1 T5 T4 T2 T3 T4 T5 T6 Applications Infrastructure Services Services The goal: Puzzle Builder Optimization of IT resources! Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 17
  18. 18. Cloud enables creation of General Trends new business models • Cloud can enable new Business mashups? business models* • By consuming “missing elements” from the cloud you can create a whole new product • Examples: virtual network operator * Source: STKI brain storming session Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 18
  19. 19. General Open Source Software Trends • Open Source applications used by 65% of global enterprises • Most Israeli organizations don’t consider using OSS in almost any project • The economic pressure will push Israeli orgs to consider this model in specific areas:  WCM  Internal IT tools  Collaboration and Web 2.0 tools Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 19
  20. 20. There are some major benefits to General Trends open source software Main reasons: Cost Text here Your Your Text here Vendor independence Sometimes – Better functionality Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 20
  21. 21. General Open Source pricing appeal Trends Price of a WCM project based on open source CAN BE 15-20% cheaper But will not always be the best choice Source: Water & Stone Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 21
  22. 22. Major Benefits for adopting General Trends Open Source Software Which of the following does your company see as the major benefits of adopting OSS ? Source: Open IT, Annual Open Source Survey for 2008, September 29, 2008 Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 22
  23. 23. What should you do to make Open Source General Software relevant to your organization? Trends • Most important: assure available local professional knowledge with the package: Specialized Israeli ISVs or in-house • There should be no compromises on SLA • Understand the model and legal terms Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 23
  24. 24. CRM Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 24
  25. 25. CRM Trends CRM will be less about transactions And more about interactions Think of it as a way of improving customer experience by managing “conversations” Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 25
  26. 26. CRM Trends Better customer experience = better product Your Text here Your Text here CRM and CEM can provide a real competitive differentiator Upcoming STKI Round Table on CRM: June 17, 2009 Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 26
  27. 27. CRM CRM: from the outside looking in Trends Focus on external clients needs Your Text here Your Text here Focus on internal processes Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 27
  28. 28. CRM Multi Channel CRM Trends • Mobile service • e-billing •More self • newsletters • EPSS/guided • e-banking • e-service service options • email marketing interactions • SMS • e-payments and transactions • email response • RTD • Live chat management • CC • Collaboration Proliferation of customer touch points Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 28
  29. 29. CRM Israeli CRM Trends 2009 Trends • “XRM” – using CRM as a development platform for various needs This is an important criteria when choosing CRM • “Quick win, quick ROI” approach continues • Reducing contact center costs (self service) • Analytical CRM continues to be top priority Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 29
  30. 30. CRM Source: STKI CIO Survey 2009 Trends CRM Priorities2009 40% 35% 35% 30% 25% 20% 18% 20% 14% 15% 8% 10% 5% 0% Campaign Ecommerce CRM Self-Service Analytical Management Systems Packages CRM Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 30
  31. 31. CRM Worldwide CRM Trends 2009 Trends • Think outside of the “CRM” box: Web virtual agents Home based CC Customer centric innovation • SaaS will rise significantly • Engagement with the customer – Social marketing • Managing the customer experience • Social CRM – clients & employees more “social” • Self Service is king (but don’t compromise with the customer experience, i.e poor IVRs) • Customer data still a problem Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 31
  32. 32. Communication with customers CRM Trends spurs customer centric innovation What features should What do you like about our new product? product X include? What don’t you like about our new product? What do you like about our company? Your Text here Your Text here Do you have ideas how we can How do you prefer enhance our to interact with us? products? Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 32
  33. 33. CRM Trends Interact with the customers & Learn more about what they want Define new customized products Your Text here Your Text here IT needs infrastructures to support diversity of products & interactions Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 33
  34. 34. We will present data on products and integrators: Explanations on Slides List of Packages and Integrators Rep in Package Integrators Delivery model Israel Vendor A Company 1 Integrator a, Integrator b On-premise Integrator a, Integrator b, Vendor B Company 2 SaaS Integrator c SaaS Vendor C Company 3 Integrator a On-premise  Lists only include vendors that are represented in Israel  The location within the lists is random  Lists might not include all players Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 34
  35. 35. We will present data on products and integrators: Explanations STKI Israeli Positioning on Slides • Not a technological positioning, refers only to Israeli market • Represents current Israeli market and not our recommendation •Focused on enterprise market (not SMB) Vendor A  Market Presence (X) Vendor B  Market share - existing and new sales (more emphasis) Local Support  Mind share (how user organizations rate vendors)  Local Support (Y) – is influenced by (X) Worldwide Leader  Experience & technical knowledge, localization, support, number and kind of integrators  Worldwide leaders marked, based on global positioning  Vendors to watch: Are only just entering Israeli market Vendors to Watch: so can’t be positioned but should be watched Vendor C Market Presence Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 35
  36. 36. We will present data on products and integrators: Explanations Selected Wins 2008-1Q2009 on Slides  Package X: Company 1 (Integrator), Company 2 (Integrator)  Package Y: Company 3 (Integrator), Company 4 (Integrator)  These slides contain examples of selected wins during 2008 and Q12009 (decision and purchase of certain products, not necessarily ongoing projects)  The lists are only partial and don’t include all wins of all vendors during this period Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 36
  37. 37. CRM Packages & Integrators in Israel: Package Rep in Israel Integrators Delivery model Siebel (Oracle) Oracle Israel, Taldor Taldor, IBM, BeyondIT On Premise Siebel on-Demand Oracle Israel, SaaS; Taldor, ManofIT, Yael, BeyondIT Enterprise (Oracle) Taldor, Yael At customer/partner Yael, Malam-Team, ONE1UP, Oracle CRM Oracle Israel On Premise Oracle, HP-EDS, Advantech Peoplesoft (Oracle) Oracle, Matrix Matrix On Premise SAP CRM SAP Israel Ness, Taldor, Advantech On Premise Amdocs (Clarify) Amdocs Amdocs On Premise 20 Partners, including: Matrix- On Premise; Microsoft Dynamics Effect, Advantech, SIT, Malam- Microsoft Hosted by partners; CRM Team, Netwise, Aman ,Elad, Yael…. SaaS not yet in Israel Pivotal ONE1 ONE1 On Premise Salesforce.com ONE1, Blat-Lapidot SaaS Mid Tier MEGA Center Yael Yael On Premise Onyx (Consona) IT Navigator IT Navigator On Premise Netsuite Edmiso SaaS MyBusiness MyBusiness MyBusiness SaaS SugarCRM OpenIT Open source Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 37
  38. 38. Microsoft-Based CRM Solutions in Israel – Part 1 Company Solution E-Drive (Car Market) Capital Market: “Optimi” Advisor Platform (‫(יועצי השקעות‬ )‫פניות ציבור (מענה לחוק חופש המידע‬ Effect (Matrix) High Tech Solution ‫פתרון לניהול גביה והליכים משפטיים‬ Infrastuctures: configuration management, dashboard, self service, CDI Contact center - moked Analytical Dynamic CRM CRM for security org./departments HRM – Healthcare CRM, hospital risk management DRM – Donors relationship management Malam-Team Academy – Alumni, Student, scholarship grant mng, training courses Retail CRM VC – Venture capital CRM Financial services and Retail banking Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 38
  39. 39. Microsoft-Based CRM Solutions in Israel – Part 2 Company Solution Contribution System Donors CRM Conferences and training SIT Members club CRM for High-Tech sector Customer Service Portal Broad Digital Billing, Rating, Account Receivables Highview BI for Microsoft Dynamics Capital Market ‫ניהול פניות ציבור‬ Advantech Surveys module MOSS and CRM integration Vehicle Fleet management Almog SMS distribution Pricelists update Agile HR companies’ operations and clients Eyron Shimoni’s work Copyright 2009 @STKI Einat Election campaign management Do not remove source or attribution from any graphic or portion of graphic 39
  40. 40. CRM-Related Applications: Developing/ Solution Description Representing Company Enterprise Incentives Incentives, Matrix- Incentives Pro Management partner Kana Collaborative CRM Malam-Team DSKnowledge Service Center Knowledgebase Danshir Talisma – CIM (customer Collaborative CRM Business Solutions interaction management) collaborative CRM, KM for Knova (Consona) IT Navigator contact centers Siebel - Social CRM Social tools for CRM Oracle - Siebel Cemax Feedback Mng, Complaints Mng. Cemax *Doesn’t include Contact Center/telephony tools Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 40
  41. 41. Multi Channel /customer Self Service applications Product Name Description Israeli Representative Lyris Email marketing Neolane Multichannel marketing Netwise Cellular apps. SMS dist., WAP, download apps Self service apps Self Service Kiosks Kana Collaborative CRM Malam-Team Talisma – CIM Collaborative CRM Business Solutions Megacenter Mail Managing channels (SMS, Fax, email) Yael Software Server (MCMS) eBilling + eService + Self Service Oracle (part of Siebel suite) eCommerce Mail-IT + possible Marketing messages management (Mails cloud model channel) Matrix Matrix Mobile Bank2go, Ultra Credit, Calldinator, WFA solutions MMIS – Matrix mobile info. server One1 Mobile Mobile channel, SMS One1 Mobile Cellesense Text and web automated self service Netwise – Integration partner AMS Billminer (EBPP), self care Lognet Yodlee Moneycenter Aggregated financial data and payment Bynet SW. Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 41 ISQ Q&A web self-service ISQ
  42. 42. CRM - Israeli Market Positioning 1Q09 Siebel Microsoft Peoplesoft + SOD SAP Local Support Oracle CRM Pivotal MEGACenter Worldwide Salesforce Leader Onyx Amdocs Vendors to Watch: NetSuite (on-demand) This analysis should be used with its supporting documents SugarCRM (open source) Market Presence Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 42
  43. 43. CRM Selected Wins during 2008/1Q09 (Partial List)  Siebel On-Demand: ECI (Taldor), Test Insight (ManofIT), Remmon (ManofIT), Pascal (ManofIT), Coreflow (ManofIT), Civcom (ManofIT), Oridion, Teva, Netafim, Galil College, Nicast (ManofIT)  Peoplesoft: Bezeq projects  SAP CRM: Zim, Excellence Nesua (Taldor), Given Imaging (Advantech), Navy, IAI, Machon Mor, Sarel, Technion (Taldor)  Microsoft Dynamics CRM: Leumi-Card (Effect-Matrix), Random Logic-888 (Almog), Aviv PCB (Almog), Bank Igud (Effect), Doar Israel (Effect-Matrix), Egged (Advantech), Mey Eden (Aman), Yad Vashem, Red Data, Africa hotels, Superpharm (Effect), HTR (Effect), Audiocodes (Effect), Avis (Effect), Bank Leumi  Pivotal: Moatza Lezarchanut, Madgal, Negev Ceramics, Ambar  Salesforce: Symantech division, Alladin, Scopus Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 43
  44. 44. CRM Consultants in Israel (alphabetical) Partial List  Accenture  Alternative  Aman (widelink)  BI-Pro  Deloitte Touche: Strategy, business case  IT solutions  Luria  Meteor  Sensecom: Contact Centers  Synergy: Campaign Management, Analytical CRM  Several other independent advisors Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 44
  45. 45. STKI Rule of Thumb HIGH-END CRM in Israel: Price Per Seat • License: $1K - $3K • Integration: 2 x license • Hardware: 1 x license • Maintenance: 0.5 x license (for 3 years) • Training & Change Mng: 1 x license • Testing: 0.25-0.5 x license • Data Quality: 0.25-0.5 x license Total: 6 x license $6,000 - $18,000 per seat Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 45
  46. 46. STKI Rule of Thumb Mid-Tier CRM in Israel: Price Per Seat • License: $500 - $1K • Integration: 2 x license • Maintenance: 0.5 x license (for 3 years) • Implementation 0.75 x license (training, testing, data quality) Total: ~4 x license $2,000 - $4,000 per seat Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 46
  47. 47. STKI Rule of Thumb SaaS CRM price model Pay-as-you-go subscription pricing Price per user per month: 40$ - 130$ * Depending on functionality, contract period, scope of modules vs. full suite, number of users Additional possible costs: • Relatively very short implementation time • Internet bandwidth requirement • Data quality • Training + HATMAA • Some possible customization costs Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 47
  48. 48. EPSS for CSRs + Unified Agent Desktop Developing/ Solution Description Representing Company Guided Customer Interactions, E-Glue, ONE1- E-Glue Unified Desktop, EPSS partner Guided Customer Interactions, Composia, Matrix- Composia Unified Desktop, EPSS partner Front End integration, Unified OpenSpan Malam-Team Desktop Solan, Yael & SRL - E-Tracker EPSS partners CCF (Customer Care Aggregation, Acceleration and Microsoft, Matrix - Framework) Automation partner Expeditor Desktop Integration IBM, Matrix - partner Acceleration and automation, SKS for CCF Bynet SW expanding CCF capabilities Jacada Front End integration Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 48
  49. 49. Campaign Management Package Vendors in Israel Product Name Israeli Rep. Integrators Unica Gstat IBM, Gilon Chordiant IBM SAS Mia Computers Gilon Teradata Analytic CRM Mittwoch Mittwoch, Gilon Siebel Marketing Automation Taldor, Oracle Taldor (Acquired by Oracle) Neolane Netwise Netwise Peoplesoft Marketing Matrix Matrix Automation MEGACenter Marketing Module Yael Yael Other CRM Vendors… Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 49
  50. 50. ERP Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 50
  51. 51. ERP ERP Life Cycle Trends Increase efficiency of Basic modules ERP operations HR, Logistics, Financials Portals, BI, BPM Stabilizing Upgrades Advanced modules the system Increase Hatmaa “Core” modules ERP 1 ERP 2 ERP 3 ? Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 51
  52. 52. ERP ERP Maturity Model 2009 Trends Business Value Increase efficiency, advanced/ vertical modules, upgrade, improve HATMAA, Investment implement ERP portals, BI, BPM to make money IT+business Cut costs, Increase ERP 2 Process Project productivity ERP modeling ERP Pure Operational for ERP MDM Business Portals Project Commodity IT ERP1 Services Size of figure = complexity/ cost of project ERP Investment governance for regulations tools Using Implementing Looking Market Maturity Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 52
  53. 53. ERP ERP Benefits Trends Source: http://net.educause.edu/ir/library/pdf/ERB0401.pdf Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 53
  54. 54. ERP Staffing ratio Average size of Israeli ERP department: 15-20  Implementers: 60%  Developers: 17%  Infrastructure (system/DBAs): 10%  Other: 13%  ERP effort distribution:  New developments: 70%  Maintenance: 30%  Average ratio between ERP staff / ERP users:  SAP 1:66  Oracle 1:30 (due to smaller-scale installations) Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 54
  55. 55. ERP ERP Main priorities for 2009 Trends How to reduce ongoing maintenance costs? Sourcing strategies 3rd party tools Licensing management Improve HATMAA of ERP to decrease training costs, improve usability and lower HD costs Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 55
  56. 56. ERP SAP ERP specific issues in 2009 Trends BI – BW architectural dilemmas More willingness to use external services Increase efficiency with 3rd party tools Upgrade costs too high for value they provide Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 56
  57. 57. ERP Oracle ERP specific issues in 2009 Trends Need for software configuration management Upgrades More use of internal ERP staff Increase efficiency with 3rd party tools Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 57
  58. 58. STKI Rule of Thumb Enterprise ERP in Israel: Price Per Seat License: $1600 - $2500 Integration: 2-3 x license Hardware: 1 x license Maintenance: 0.5 x license (for 3 years) Implementation (Testing, Training Data Quality): 1 x license Total: ~6 x license ~$12,000 per seat Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 58
  59. 59. STKI Rule of Thumb Large - SMB ERP in Israel: Price Per Seat • License: $1500-$1700 • Integration: 2 x license • Hardware: 0.25 x license • Maintenance: 0.5 x license (for 3 years) • Implementation 0.75 x license (training, testing, data quality) Total: 4.5 x license $6,750 - $7650 per seat Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 59
  60. 60. STKI Rule of Thumb SMB ERP in Israel: Price Per Seat • License: $700-$1200 • Integration: 2 x license • Maintenance: 0.5 x license (for 3 years) • Implementation 0.5 x license (training, testing, data quality) Total: 4 x license $2800 – $4,800 per seat Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 60
  61. 61. ERP Packages & Integrators: Part 1 Package Israel Rep Integrators Delivery model Yael, Malam-Team, ONE1UP, Oracle Oracle Oracle Israel consulting, HP-EDS, Advantech, Ernst & On-premise Apps Young, Unitask, Motorola Oracle Unitask (Oracle Easy), Afek, Motorola, Oracle Accelerated ONE1UP, Advanteck, E&Y, Yael, AKT (HR On-premise Edition module) SAP, Ness, IBM, Taldor, Advantech, Malam-Team, HP-EDS, Accenture, Aman, SRL, Danshir, CB SAP All-in- SAP Israel On-premise I.T, E121, EPS SAP, Gav, IGC, Opex, One SAPLM, SDM, AKT (HR module) SAP Xioma, Malam-Team (Etop), RELS, Harel Business SAP Israel comp Malal, Complete, Menahel4U, Todan, On-premise One Reut-ONE, Synopsis E-Tafnit Matrix Matrix, Alpha Consultants On-premise QAD SIT SIT, ManofIT, Tirosh On-premise, SaaS Lawson Intentia Israel Intentia Israel On-premise (M3, S3) Ashbal, Meidatech, FBC On-premise, SaaS Priority Ashbal Afek, Tulip, RAAN, HP-EDS, IlitERP (meidatech) Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 61
  62. 62. ERP Packages & Integrators: Part 2 Package Israel Rep Integrators Delivery Model Microsoft Israel. Matrix, Oregano, Malam-Team, Microsoft Dynamics Localization & Prodware, Tadiad, Maxoft On-premise AX Distribution by mAXimum ERP (Matrix) other partners in qualifications Aviv, MARS Aviv Aviv On-premise ONE ERP ONE1 ONE1 On-premise KAV systems Kav Kav, Ardom On-premise FinPro, Logistic Pro Almog Almog On-premise Gan Tochnot On-demand, Aman Aman Heshev Hosted Comax (on On-demand, Comax demand) Hosted On-premise, Bgate Bgate SaaS IFS Teldan On-premise BPCS, Baan Matrix Matrix, Afek, IBM, Tulip (Baan) On-premise Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 62
  63. 63. ERP SMB ERP in Israel Trends Pressure from large players in generic ERP Verticalization, Verticalization, Verticalization SMB ERP providers develop very deep and verticalized solutions On-demand models – also in Israel! Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 63
  64. 64. ERP On-demand model ERP Trends Kicking in • Comax • Meida-Tech (Priority on demand) • SIT – QAD • Ggate • Gan Tochnot Heshev Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 64
  65. 65. ERP - Israeli Market Positioning 1Q09 Enterprise ERP Medium - Large ERP SMB ERP Priority Oracle SAP SAP Oracle AIO SAP BOONE1 ERP ONE1 Priority Oracle ERP AE/easy QAD Tafnit QAD Tafnit Kav Aviv Movex Aviv Movex Vendors to Watch: Ggate IFS Microsoft Dynamics AX COMAX Market Presence This analysis should be used Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portionsupporting documents with its of graphic 65
  66. 66. ERP Selected Wins 2008-1Q09 (Partial List)  SAP: Rakevet Israel (Malam-Team)  SAP All-in-one (Best Practices): Gidron (Taldor), Ashdod medical center (Taldor), Batey Zikuk (Taldor)  Sap modules: GRC – Dead Sea, BIA – Coca Cola, Learning solution - Bazan, IDM – Ness, Billing - Meitav  SAP ECC upgrades: Mecan-Ericsoon, M.of Health, Tadiran Solelot  Oracle: Object (R12), Ashot (ONE1up), LUZ II, Actimize  Accelerated Edition: Modu (Advantech, R12), Retalix, ITL, Rion  Tafnit: Barzilay hospital, Leumicard, Albar, Sani, Visa, Mizrachi, Ayalon, Ampa investments  QAD: Vishey international, Expansions in AVT, Seragon. On-demand ERP: Enlyten, RGI  Microsoft Dynamics AX (not localized version): Random Logic 888 (Malam- Team), Aviv PCB (Oregano)  Comax (on demand): Hazi hinam, 2 municipalities, Domisil  ONE1 ERP: Agami, Beit Yanai, Ambar Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 66
  67. 67. 3rd party SAP complimentary tools (partial list) – Part 1 Solution Israel Rep. Description EPIuse Ness Selective data copies Zoption Ness Integrating financial functions with Office - excel Panaya Panaya Simulation and guidance for SAP upgrades Intellicorp – Live Ness Impact analysis (for SAP upgrades) compare Object Manager Ness Software configuration management OrgPlus Ness Visual HR management Xpandion Ness Risk mng, behavioral analysis, license audit ARX Cosign Ness Digital signature IXOS - (OpenText) Top Solutions SAP content management and archiving Printboss - Consist Consist, Ness Design/distribution of SAP forms MessageManager Ness Unified messaging for SAP SteerU SteerU EPSS for SAP Innowera Shimoni’s work CopyrightNess Einat 2009 @STKI Integration of SAP transactions with Excel Do not remove source or attribution from any graphic or portion of graphic 67
  68. 68. 3rd party SAP complimentary tools (partial list) – Part 2 Solution Israel Rep. Description Item Field - Aman Data transformation for SAP Informatica Clicksoftware Clicksoftware SAP workforce optimization HR Load runner HP Israel software performance testing tools HP Quality Center HP Israel automate QA testing Cisco Data Privacy Cisco Data security on the network CA Wily CA Israel Monitoring customer transactions in real time Arcplan Danshir Dashboard for SAP data Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 68
  69. 69. 3rd party Oracle e-Business Suite complimentary products (partial list) Solution Israel Rep. Description Oracle UPK (acquired by Partners: Tools to increase productivity, usability, Oracle) Yana-Smart, deployment & content creation John Bryce, Blat Lapidot OMM (Object Migration management and change Migration Manager) management for Oracle e-business Print Director Unitask Enhanced Oracle printing Dynamic Entity Data management and control tool AOA AOA Travel management system (Add-on Applications) Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 69
  70. 70. ERP Consultants (Alphabetical list) Partial List  Accenture  Bit-Plus  Byon  Deloitte Touche  Ernst & Young  HMS  Meteor  OIC  Seker  Tulip  Several Independent advisors Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 70
  71. 71. SCM Supply Chain Management Trends Information focus Strategic measurements, Balanced Scorecard SCP: Supply Demand Chain planning & Planning forecasting Inventory Advanced planning & planning & optimization optimization Product Data Management SRM SCE: Supply Chain ERP 1, ERP 2 WMS Supplier Execution portal Transportation Management Transaction focus Demand Logistics Operations Supply Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 71
  72. 72. Supply Chain Management SCM Trends Global trends From Execution to Planning: try to match demand and deliver the right product to the right place at the right time at the right price Organizations becoming demand sensitive: More data that will help predict demand from POS, suppliers, internal sales/marketing people Ability to respond near real time Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 72
  73. 73. Supply Chain Management SCM Trends Israel trends  Gap between IT and logistics/SCM business departments  SCM very broad and complex, requires special expertise  Confusion regarding what ERP packages can and can’t do  why do we need a BoB solution if we have an ERP?  SCM package decisions are still based on BoB:  Solution has to be flexible, be able to include many dynamic constraints that change as you go  Solution has to include transactional as well as analytical (multi dimensional analysis)  SCM packages are also facing suppliers and partners Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 73
  74. 74. KM Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 74
  75. 75. KM Knowledge Management Trends But don’t think too much… Get practical Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 75
  76. 76. KM The problem with Knowledge Trends It takes too much time to find existing information needed to complete tasks The Problem: Too much info! Lack of information Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 76
  77. 77. KM Let’s see the numbers Trends The typical IW spends up to 25% of the day searching for the right information to complete a given task. Ineffective searches/wasting time looking for information can cost companies up to 10% in salary expenses (Butler Group) Employees spend 12 hours a week on info-gathering tasks: mostly, unsuccessfully. (Accenture) Knowledge workers spend 15%-30% of their time gathering information, but are successful less than 50 percent of the time. (IDC) The amount of new technical information is doubling every two years Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 77
  78. 78. Internal KM Maturity Model 2009 KM Trends Business Value Investment to make money Blogs IT+business Cut costs, Increase Social tools Project productivity Wikis Pure Ent. Business ECM Search Project Gateway Commodity IT portal Services Archiving Size of figure = complexity/ cost of project Investment for regulations Using Implementing Looking Market Maturity Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 78
  79. 79. KM KM Best Practices Trends KM should be process-dependent and combined in every-day tasks Accommodate different types of users Digital natives Digital immigrants Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 79
  80. 80. What isn’t acceptable for the KM Trends Digital native (generation X)? Paper application E-form on form company portal 2 hour classroom Simulation games, session with PPT online courses, slides community Posting ideas on Suggestion box company blog Interaction, relevancy, ease of use Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 80
  81. 81. The digital native KM Technology “consumerization” Trends • New-age knowledge workers are used to: • Communicate • Share • Collaborate • Plan … in a different way. They will probably grow grassroots web 2.0 initiatives, whether IT likes it or not Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 81
  82. 82. KM Web 2.0: User is at the center Trends Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 82
  83. 83. KM Web 2.0 tools: Adoption vs. Complexity Trends Most known most deployed Least known least deployed Source: Cutter Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 83
  84. 84. General Innovation Sources Trends Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 84
  85. 85. Enterprise 2.0 Social tools Integration Product Category Israeli Rep partners Elgg (open source) Social networks tools OpenIT IBM Quickr, Blogs, Wikis, RSS, Elad-Risotech & IBM connections Social networks other WS partners Kwizcom, Byon Bynet SW, Matrix MOSS 2007 Wiki, blog, RSS Microsoft & other MOSS partners Kwizcom Web 2.0 Wiki, Tagging, rating, Kwizcom bundle (MOSS addons) forum Mediawiki (open Wiki Byon, Matrix source) Atlasian Hosted Wiki Elad Byon “Beshutaf” Community tools Consist Consist Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 85
  86. 86. KM Participatory Technology Trends “Participatory technologies have the highest chance of success when incorporated into a user’s daily workflow” (McKinsey) • Google’s engineers report their projects work into blogs and wikis (Collaborative project management) Your Text here Your Text here • Pixar animators use wikis with videos to share and discuss ideas • STKI analysts are measured also by their blogs contribution; every new round table summary is uploaded Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 86
  87. 87. KM How to use participatory technology? Trends Make it a part of a specific daily work process (for example, project-specific wikis) Find the right “base” of users that will create the mass Maintain the right balance of freedom and control (different for each topic and industry) Your Text here Your Text here Do what is needed to make it RELEVANT for specific need • Make it more friendly • Add missing capabilities Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 87
  88. 88. Issues with using Web 2.0 KM Trends in the organization • Isn’t “controlled” like other tools are • Software usually isn’t proprietary • Hard/impossible to govern and control processes • What’s in & what’s out? Data leakage concerns • When using mashups – concerns regarding integrity and security of outside services • Almost zero training, different adoption cycle Adopting Web 2.0 in the organization requires a new approach Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 88
  89. 89. KM Web 2.0: Recommendations Trends • Find key leaders • Define areas in which Web 2.0 provides value: • Project teams “environments” • Internal/external Ideas blogs for product innovation • Define areas where Web 2.0 shouldn’t be used • Determine a certain control level • No “anonymous” posts • Feedback mechanism Upcoming STKI Round Table Web 2.0 for KM: May 13, 2009 Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 89
  90. 90. Enterprise Content Management ECM Types of documents (definitions) Trends • Operational documents: Documents that support the organizations day-to-day operations. “Must have”/ Important  Documents linked to applications’ transaction and flow (viewed via app)  Important documents but can be separate repository (viewed via ECM app) Examples: Contracts, customer records, employee records • Soft documents: Documents that help “knowledge management” and sharing. Not linked to a specific process, considered a “Nice to have”. Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 90
  91. 91. ECM ECM Market in Israel Trends • Most large organizations managing operational docs (partially)  Managed in different separate environments Documents around core processes mostly managed Other important documents hardly managed  “Soft” documents are rarely managed • Most common failure reasons for ECM projects: Poor integration leads to lack of HATMAA of these tools Ongoing HATMAA is problematic, tools are complex to use and no budget for training Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 91
  92. 92. ECM ECM state of the market in Israel Trends Source: STKI ECM Round table, 2008: http://einatstki.blogspot.com/2008/06/blog-post.html Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 92
  93. 93. ECM ECM market size in Israel Trends • During 2007-2009 (3 years) we estimate the ECM market size in Israel to be $70M*: • High End (15-20 large projects): $15-20M • Low End: 100-200 projects sometimes combined in different projects such as portals * Includes both SW licenses and services Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 93

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