STKI Summit 2010
Enterprise Applications, BI & KM




     Einat Shimoni
     EVP & Senior Analyst
     Enterprise Applica...
Agenda
  General trends – enterprise applications
  CRM
  ERP
  Knowledge Management and Enterprise 2.0
  Business Intelli...
General
2010: A year of recovery                                                              Trends




  SaaS




      ...
General
M&As increase complexity                                                                         Trends


  If you...
General
Simplicity is king                                                                       Trends



• Complex imple...
General
General applications trends                                                                          Trends


• CI...
General
How do you deliver application services?                                                           Trends




On-p...
General
    SaaS global trends                                                                       Trends




•     SaaS...
General
SaaS in Israel – State of the market                                                       Trends




SaaS is con...
IGT, Israel SaaS Center & STKI SaaS survey                                                  General
(>500 employees):     ...
IGT, Israel SaaS Center & STKI SaaS survey                                                  General
(>500 employees):     ...
IGT, Israel SaaS Center & STKI SaaS survey                                                  General
(>500 employees):     ...
IGT, Israel SaaS Center & STKI SaaS survey                                                  General
(>500 employees):     ...
IGT, Israel SaaS Center & STKI SaaS survey                                                  General
(>500 employees):     ...
IGT, Israel SaaS Center & STKI SaaS survey                                                  General
(>500 employees):     ...
IGT, Israel SaaS Center & STKI SaaS survey                                                  General
(>500 employees):     ...
General
SaaS drivers in Israel– Part 1:                                                          Trends



  Cost issues ...
General
SaaS drivers in Israel – Part 2:                                                         Trends



 CIOs are look...
Some examples of new SaaS players                                                             General
                    ...
General
 SaaS internal checklist                                                                    Trends


   Is the pr...
SaaS external checklist:                                                                     General
                     ...
SaaS external checklist:                                                                     General
                     ...
General
 SaaS: It’s not all sweet!                                                                   Trends


 • 100 minut...
Traditional application vendors                                                             General
                      ...
General
Different cloud application models                                                        Trends


• Public cloud
...
General
Cloud computing delivery models:                                                                                  ...
General
Open Source Applications                                                                      Trends

• The use of...
CRM




      CRM
Main Theme 2010:
             Social customer
                 CRM 2.0
              Multi Channel
     ...
CRM recommendations                                                                       CRM



• Companies are not reall...
CRM
CRM Maturity Model 2010                                                                                               ...
CRM new trends 2010                                                                                  CRM


• Loyalty
    ...
Today’s (and tomorrow’s) customer:
                                                                                       ...
This is what your marketing manager                                                   CRM and
                            ...
Why you should stop ignoring social                                                       Social
                         ...
Real time customer service:                                                            Social

“Best Buy” technical advice...
The “new” CRM is about managing                                                                                    Social
...
Example:                                                                                 Social
                          ...
We will present data on products and integrators:                                                             Explanations...
We will present data on products and integrators:                                                                    Expla...
We will present data on products and integrators:                                             Explanations

Selected Wins ...
CRM Packages & Integrators in Israel:
                 Package             Rep in Israel                                  ...
Microsoft dynamics-Based CRM Solutions - Part 1
    Company                                                              S...
Microsoft dynamics-Based CRM Solutions - Part 2
  Company                                                       Solution
 ...
Microsoft dynamics-Based CRM Solutions - Part 3
             Company                                                   Sol...
CRM-Related Applications:
                                                                                        Developi...
Multi Channel / Self Service applications
Product Name                              Description                           ...
Mobile Solutions / Platforms – Partial list
                                                                              ...
CRM - Israeli Market Positioning 1Q2010


                                                                                ...
CRM Consultants in Israel - Partial List
(Alphabetical order, not a ranking)
 Accenture
 Alternative
 Aman
 BI-Pro
 D...
Campaign Management
Package Vendors in Israel

       Product Name                                   Israeli Rep.         ...
Don’t be fooled by failure rates
                                                                                         ...
ERP



        ERP
  Main Theme 2010:
Operational efficiency – ERP 1
           ERP 2
           ERP 3


      Einat Shimo...
ERP Life Cycle                                                                                         ERP



            ...
ERP
  ERP Maturity Model 2010                                                                                         Tren...
ERP ROI?                                                                                    ERP



Don’t expect ROI from E...
Improve ERP productivity                                                                     ERP


• Users keep complainin...
Simplifying access to ERP processes by                                                     ERP
user-friendly front ends

 ...
ERP Staffing ratios in Israel
Average size of Israeli ERP department:
 15 employees
Organizations that customized the le...
ERP Packages & Integrators: Part 1
Package Israel Rep                                           Integrators               ...
ERP Packages & Integrators: Part 2
    Package                  Israel Rep                                        Integrat...
SMB ERP in Israel                                                                         ERP




On demand model is welc...
ERP - Israeli Market Positioning 1Q2010

   Enterprise ERP                      Medium - Large ERP                        ...
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 Rep.       ...
ERP Consultants - Partial List
(Alphabetical order, not a ranking!)
 Accenture
 Bit-Plus
 Byon
 Deloitte Touche
 Erns...
Learning tools - trends                                                                     Enterprise
                   ...
Learning tools – trends                                                                     Enterprise
                   ...
Learning tools – partial list – Part 1
                                                                                   ...
Learning tools – partial list – Part 2
                                                                                   ...
KM




Knowledge Management
  Main Theme 2010:
  The practical approach for ECM
   The social knowledge worker



      Ei...
KM
What do organizations want to achieve?

 “To provide „chewed-up‟ information to the
  relevant process and the relevan...
KM still has a bad reputation                                                                     KM
(Source: Bain & compa...
KM
 Knowledge Mng. Maturity Model 2010                                                                                    ...
KM &
Generation Y employees                                                                    Web 2.0



The Digital Nati...
Users from different age groups                                                  KM &
                                    ...
KM &
Use of web 2.0 tools for knowledge mng.                                                            Web 2.0




Source...
The biggest barriers –                                                                               KM &
                ...
Upcoming STKI round table




       Einat Shimoni’s work Copyright 2010 @STKI
       Do not remove source or attribution ...
KM &
Participation: (Not) for everyone                                                            Web 2.0




            ...
KM &
#1 Reviewer on Amazon:                                                                             Web 2.0




Source...
KM &
Web 2.0 policy: Don’t be so harsh                                                              Web 2.0


The strict ...
Enterprise 2.0 Social tools (Partial list)
                                                                               ...
Web 2.0 in the organization:                                                                KM &
                         ...
ECM components                                                                                                      ECM


...
ECM lifecycle



                Storage &
  Content                                                           Distrib-   ...
ECM “Front stage” versus                                                                     ECM
ECM “back stage”

• 2 Tie...
Internal Enterprise Content Management:
  Providers in Israel (doesn’t include WCM)
              Product                 ...
Enterprise Content Management
                    (ECM) Products in Israel 1Q2010


                                      ...
Special Purpose KM Apps:
 Productivity Management Applications
   Representing/
                              Product     ...
Special Purpose KM Apps:
Information Centers Management
    Company                       Product                         ...
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
2010 Enterprise Applications, BI & KM Trends
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  1. 1. STKI Summit 2010 Enterprise Applications, BI & KM Einat Shimoni EVP & Senior Analyst Enterprise Applications, Analytics & KM Strategies www.einatstki.blogspot.com
  2. 2. Agenda General trends – enterprise applications CRM ERP Knowledge Management and Enterprise 2.0 Business Intelligence & MDM BPM Enterprise Portals Web and mobile Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 2
  3. 3. General 2010: A year of recovery Trends SaaS Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 3
  4. 4. General M&As increase complexity Trends If you think the rate of M&A is increasing in enterprise applications - you are right Source: Updata Advisors http://www.updataadvisors.com/Advisors_Newsletters/IT_Services/ itma_outlook_jan2010.asp#security Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 4
  5. 5. General Simplicity is king Trends • Complex implementations lead to complex upgrades -> a disconnect with the vendors roadmap • Simplifying interfaces – putting a portal “wrap” on top of apps • Exposing mobile services • Applications anytime, anywhere Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 5
  6. 6. General General applications trends Trends • CIOs more receptive to alternative application delivery models (purpose is to allow simpler, more accessible, cheaper apps) – SaaS, offshore OS, Open Source software, BPO • Role of and value IT is also changing (“application & infrastructure already pre-configured. This enables me to talk more business and provide more value”)  IT will become more data-centric, will deal with analytics, data “services” (Accenture) • We will see more shared application services • Application portfolio rationalization can yield reduction of 10-50% maintenance and software costs (PWC) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 6
  7. 7. General How do you deliver application services? Trends On-premise Off-premise Application service Desktop App. Portal Mobile Each application ‘delivery channel’ has different features Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 7
  8. 8. General SaaS global trends Trends • SaaS sweet spot: ‘on the edges’ – niche areas • Today 2.5% of apps delivered in SaaS, will reach 8.5% in 3 years. SFA and web conferencing used by 65% (Goldman Sachs) • ~45% lower TCO (IDC & Yankee Group) • Increase in mobile web /smartphones created more demand for anytime, anywhere SW Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 8
  9. 9. General SaaS in Israel – State of the market Trends SaaS is conceptually more accepted in Israel but there are still barriers: Concerns with legacy integration Local support – Rep, Hebrew, integrators Not enough clarity regarding regulations compliance Some security concerns Hottest SaaS areas in Israel: CRM Next projects after CRM: HR-oriented processes (Incentives, travel & expense management, training), and commodity-type processes (e-mail) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 9
  10. 10. IGT, Israel SaaS Center & STKI SaaS survey General (>500 employees): Trends Are you using SaaS? Source: SaaS survey – by IGT, Israel SaaS center & STKI Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 10
  11. 11. IGT, Israel SaaS Center & STKI SaaS survey General (>500 employees): Trends What is your organizations' SaaS policy? Source: SaaS survey – by IGT, Israel SaaS center & STKI Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 11
  12. 12. IGT, Israel SaaS Center & STKI SaaS survey General (>500 employees): Trends SaaS Applications used: Source: SaaS survey – by IGT, Israel SaaS center & STKI Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 12
  13. 13. IGT, Israel SaaS Center & STKI SaaS survey General (>500 employees): Trends Planned SaaS Applications: Source: SaaS survey – by IGT, Israel SaaS center & STKI Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 13
  14. 14. IGT, Israel SaaS Center & STKI SaaS survey General (>500 employees): Trends Source: SaaS survey – by IGT, Israel SaaS center & STKI Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 14
  15. 15. IGT, Israel SaaS Center & STKI SaaS survey General (>500 employees): Trends Reasons for SaaS adoption: Source: SaaS survey – by IGT, Israel SaaS center & STKI Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 15
  16. 16. IGT, Israel SaaS Center & STKI SaaS survey General (>500 employees): Trends Reasons not to adopt SaaS: Source: SaaS survey – by IGT, Israel SaaS center & STKI Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 16
  17. 17. General SaaS drivers in Israel– Part 1: Trends  Cost issues (reduce overhead costs, pay only for what you need)  Less “head ache” regarding technical issues (load balancing etc.) and operational issues (scheduled maintenance & upgrades)  More dialogue with the user (“users can see the application very quickly – no gaps in expectations”) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 17
  18. 18. General SaaS drivers in Israel – Part 2: Trends  CIOs are looking for more simplicity, SaaS is a good excuse to say to users: “this is the package, no code customizations!”  Fast implementation time: 3 weeks – 2 months  High satisfaction level (orgs. that Implemented a SaaS application planning to continue for other areas)  Keeping in-line with package improvements is a big advantage Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 18
  19. 19. Some examples of new SaaS players General Trends in Israel (and their representatives):  Successfactors (AKT- Israeli partner) – Employee performance management  Cornerstone (Amarel- Israeli partner) - Talent Mng.  Callidus (Advantech- Israeli partner) – Sales performance mng./ Incentives management  “The Israel SaaS Center” – for SaaS services  Microsoft – BPOS (productivity in the cloud)  Webox – for Microsoft solutions Integrators will represent/ support more SaaS solutions. Traditional vendors will offer SaaS model in almost every area – BPM, ECM, ERP… Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 19
  20. 20. General SaaS internal checklist Trends  Is the process in our company quite “generic” and similar to the process in other companies?  Is the application relatively small?  Is it covering a specific niche?  Is it relatively separated (doesn’t require intense integration with more than 2 applications)?  Will it be accesses from various geographical locations? If most answers are “yes” and there are no regulatory conflicts, SaaS should be Examined alongside other solutions Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 20
  21. 21. SaaS external checklist: General Trends What to check with your SaaS provider? Part 1  The vendor should comply with SAS70 (Statement on Auditing standard)  Define SLA level (9x.x%) with vendor  Data center location (recommended: several geographical datacenters with mirrored servers for redundancy)  Local support – integration, training  Hebrew (problematic issue!)  Compliance with local regulations (Still not clear in Israel)  Carefully define the process in case of “divorce” Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 21
  22. 22. SaaS external checklist: General Trends What to check with your SaaS provider? Part 2  If needed, add a clause - SaaS vendor will pass data to escrow company  Craft your own data backup plan  Check the possible level of customization – is it enough?  How much “heads-up” time will be given for scheduled maintenance?  QoS and performance SLA  Which BI/dashboard services are embedded?  Price (per user/ month) usually depends on # of users and time commitment Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 22
  23. 23. General SaaS: It’s not all sweet! Trends • 100 minute downtime for Gmail on Sept1 due to server maintenance • 15 hours “Workday” service outage Sept24 • “LucidEra” (SaaS BI player) went out of business • Implementing many SaaS apps will create a new kind of “spaghetti” architecture that the IT will need to manage (creation of a new problem) Organizations need to determine accountability And not leave it all up to the vendor Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 23
  24. 24. Traditional application vendors General Trends realized they can’t stop this train • Oracle: CRM on Demand, Beehive (Collab.) • SAP acquired several SaaS companies Business by Design for mid-sized companies (expected globally mid2010) • Microsoft – BPOS: Exchange, Office, Sharepoint  Single management environment for on-premise and off- premise (move email boxes around) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 24
  25. 25. General Different cloud application models Trends • Public cloud • Private cloud – will increase in 2010 due to user demand (most of them will be delivered in “Cloud Appliances / industry in a box” model) • Hybrid cloud (Private & Public and ability to move between them) • Cloud “add-ons” – services around cloud to solve cloud problems Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 25
  26. 26. General Cloud computing delivery models: Trends Enterprise Traditional Public Clouds Enterprise Private Cloud IT Hybrid Cloud Private Cloud Text here Your Hybrid Cloud Public Cloud Text here Your IT activities/functions are provided “as Internal and external IT activities/functions are provided a service,” over an intranet, within the service delivery “as a service,” over the Internet enterprise and behind the firewall methods are integrated, • Key features: • Key features include: with activities/functions – Scalability – Scalability allocated to based on security requirements, – Automatic/rapid provisioning – Automatic/rapid provisioning criticality, architecture – Standardized offerings – Chargeback ability and other established – Consumption-based pricing. – Widespread virtualization policies. – Multi-tenancy Source: IBM Market Insights, Cloud Computing Research, July 2009. Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 26
  27. 27. General Open Source Applications Trends • The use of open source in enterprise applications is still rare in Israeli enterprises. Will increase also as part of SaaS • Main market setback: large Sis aren’t suggesting open source options in RFPs (some enterprises claim they would consider Open source if it will be supported by a large SI) • Concern regarding legal aspects of use • But interest increased in specific mature OS application areas during 2009:  WCM  Business Intelligence  Web 2.0 (Wikis, blogs)  LMS Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 27
  28. 28. CRM CRM Main Theme 2010: Social customer CRM 2.0 Multi Channel Multi Interactions Channel Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 28
  29. 29. CRM recommendations CRM • Companies are not really ‘enjoying’ their CRM roadmap and new features – major problem! Many organizations have heavily customized their CRM apps, they fear complex upgrades and have ‘lost touch’ with the package roadmap Keep customizations to a minimum Create a real partnership with your CRM vendor or with a knowledgeable consultant Grow with the packages (roadmaps reflect trends) Don’t be afraid to adopt innovative features and to expand to more channels Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 29
  30. 30. CRM CRM Maturity Model 2010 Trends Business Value Investment Social CRM Real time Offer to make money Multi manag, Analytical Channel CRM IT+business CRM Customer Data Cut costs, Increase Integration Project productivity EPSS/ (CDI) unified Pure Business Operational agent UI Project CRM Commodity IT Services Size of figure = complexity/ cost of project Investment for regulations Using Implementing Looking Market Maturity Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 30
  31. 31. CRM new trends 2010 CRM • Loyalty  Examples of Israeli players: Gilon-Synergy (Upsite), Siebel Loyalty product, SAP Loyalty product • Social analysis*  Examples of Israeli players: SAS (+Teragram for sentiment analysis), IBM-SPSS, SAP (Inxight, sentiment analysis), Focalinfo, KXEN, Tibco (Insightful), many “startup” companies • Customer-facing presentation layer  E-glue, Composia etc. * Post on social media analysis: http://einatstki.blogspot.com/2009/07/sentiment-analysis.html Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 31
  32. 32. Today’s (and tomorrow’s) customer: CRM Digital, mobile, social Trusts work of mouth marketing Reads and creates product Maintains a social network reviews Shops on-line Uses Twitter to complain about a brand Owns a smartphone Expects a better customer experience Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 32
  33. 33. This is what your marketing manager CRM and Marketing has to deal with Source: Shimoni’s sourceCopyright 2010from any graphic or portion of graphic Einat WordFrame @STKI Do not remove work or attribution 33
  34. 34. Why you should stop ignoring social Social CRM networks in your CRM projects  68% of B2C companies in North America say they have acquired customers from Facebook (Source: E-Marketer)  73% of surveyed consumers have posted a product or brand review (Source: RazorFish)  26% of consumers followed a brand on Twitter (44% of them for deals) (Source: RazorFish) It can really make a difference. Consumers who digitally engage with brands turn from passive to active advocates Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 34
  35. 35. Real time customer service: Social “Best Buy” technical advice CRM Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 35
  36. 36. The “new” CRM is about managing Social CRM communities & influencers CRM 1.0 CRM 2.0 Managing individual customers Managing influencers and ‘tribes’ Your Text here Your Text here Customer A Customer Customer B C Focus on transactions Focus on interactions Social listening tied back to CRM to identify Influencers and respond Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 36
  37. 37. Example: Social media & Pursway (Identify influencers) BI Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 37
  38. 38. We will present data on products and integrators: Explanations on Slides List of Packages and Integrators Rep in Sometimes we specify: Package Integrators Israel Delivery model 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 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 38
  39. 39. 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 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 39
  40. 40. We will present data on products and integrators: Explanations Selected Wins 2009-1Q2010 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 2009 and Q12010 (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 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 40
  41. 41. CRM Packages & Integrators in Israel: Package Rep in Israel Integrators Delivery model Oracle Israel, Taldor, IBM, BeyondIT, Exscientia, Oracle – Siebel Gilon–analytical apps, TATA-TCS Israel, On Premise Taldor IT Navigator, Yael Oracle SCOD: Siebel Enterprise Oracle Israel Taldor, ManofIT, Axcentia , Yael SaaS on-Demand Yael, Malam-Team, ONE1UP, Oracle, Oracle e-Business CRM Oracle Israel On Premise HP, Advantech Oracle Israel, Oracle - Peoplesoft Matrix On Premise Matrix SAP CRM SAP Israel Ness, Taldor, Advantech On Premise Amdocs (Clarify) Amdocs Amdocs On Premise 20 Partners, including: Matrix-Effect, On Premise; Microsoft Dynamics Microsoft Advantech, SIT, Malam-Team, Netwise, Hosted by partners; CRM Aman ,Elad…. SaaS - abroad Pivotal ONE1 ONE1 On Premise Mid Tier Salesforce.com ONE1, Blat-Lapidot SaaS MEGA Center Yael Yael On Premise Onyx (Consona) IT Navigator IT Navigator On Premise Netsuite IT Com, Edmiso SaaS MyBusiness MyBusiness MyBusiness SaaS Einat Shimoni’s work Copyright 2010 @STKI Cemax Cemax Cemax On Premise Do not remove source or attribution from any graphic or portion of graphic 41 SugarCRM Open source, SaaS
  42. 42. Microsoft dynamics-Based CRM Solutions - Part 1 Company Solution E-Drive (Car Market) Capital Market: “Optimi” Advisor Platform (‫(יועצי השקעות‬ )‫פניות ציבור (מענה לחוק חופש המידע‬ High Tech Solution Service Desk Effect (Matrix) ‫פתרון לניהול גביה והליכים משפטיים‬ Infrastructures: configuration mng, dashboard, self service, CDI, XRM IT Help Desk Contact center - moked Analytical Dynamic CRM Appointment coordination + mobile interface AtoZ: ‫ניהול פניות / מוקד‬ Netwise (+ Michshuv BtoZ: ‫ניהול מוקדי בקרה מרכזיים‬ as marketing partner) ItoZ: ‫ניהול מוקדי‬IT MtoZ: ‫ניהול מוקדי פניות מוניציפאליים‬ Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 42 Netwise Proactive Analytical CRM solution
  43. 43. Microsoft dynamics-Based CRM Solutions - Part 2 Company Solution CRM for security org./departments HRM – Healthcare CRM, hospital risk management DRM – Donors relationship management IT Help Desk Academy – Alumni, Student, scholarship grant mng, training courses Contact Center Malam-Team Retail CRM VC – Venture capital CRM Partner Relationship Management Billing Financial services and Retail banking HR management solution Citizen relationship management Vehicle Fleet management Almog Einat Shimoni’s work Copyright 2010 @STKI SMS distribution Do not remove source or attribution from any graphic or portion of graphic 43 Pricelists update
  44. 44. Microsoft dynamics-Based CRM Solutions - Part 3 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 BI for CRM Agile HR companies’ operations and clients Eyron Election campaign management Generica (+ONE1 as Einat Shimoni’s work Copyright 2010 @STKI marketing Capital Market operational system Do not remove source or attribution from any graphic or portion of graphic 44 partner)
  45. 45. CRM-Related Applications: Developing/ Solution Description Representing Company Callidus Performance and Incentives mng Advantech Incentives Pro Enterprise Incentives Management Incentives, Matrix-partner Kana Collaborative CRM Malam-Team Blue Phoenix, Top DSKnowledge Service Center Knowledgebase solutions – partner nGenera Collaborative CRM Business Solutions Brain-i Knowledgebase for service agents Matrix collaborative CRM, KM for contact Knova (Consona) IT Navigator centers Siebel - Social CRM Social tools for CRM Oracle - Siebel Salesforce Chatter, Collaboration, knowledgebase, ONE1, Blat-Lapidot Knowledgebase, Ideas customer-centric innovation website Cemax Feedback Mng, Complaints Mng. Cemax Einat Shimoni’s work Copyright 2010 @STKI *Doesn’t include Contact Center/telephony tools any graphic or portion of graphic Do not remove source or attribution from 45
  46. 46. Multi Channel / Self Service applications Product Name Description Israeli Representative Lyris Email marketing Neolane Multichannel marketing Netwise Self service apps Self Service Kiosks Kana Collaborative CRM, interaction mng. Malam-Team iPoint video chat Matrix nGenera – 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 Marketing messages management Matrix Cellesense Text and web automated self service Netwise – Integration partner AMS Billminer (EBPP), self care Lognet Admail Email marketing One1 Impactia (e-Wave) Email marketing E-Wave Magento Open Source eCommerce Consist – impl. OpenX Open Source advertising tools Consist – impl. FormIT Customer messaged distribution Aman Eyeview Increasing online customer conversion w/video Einat Shimoni’s work Copyright 2010 @STKI John Bryce Do not remove source or attribution from any graphic or portion of graphic 46 Telemessage Multi Channel Messaging Telemessage
  47. 47. Mobile Solutions / Platforms – Partial list Israeli Product Name Description Representative Cellerium Client-side mobile applications Netwise Transforming web content into mobile Mintmark Netwise web content SMSwise SMS channel Netwise MMIS (Matrix mobile info. Platform for mobile solutions Matrix Server) Bank2go, Ultra Credit, Mobile solutions developed on MMIS Matrix Calldinator Fiserv Money Mobile banking, mobile wallet Matrix MAMA Interactive Information System One1 Mobile Transforming web/app content into MobileAware One1Mobile mobile web content Sybase Mobile Banking 365 Mobile banking Ness Sybase Paybox Mobile payments Ness Integrating enterprise applications with Sybase Unwired platform Ness mobile devices Einat Shimoni’s work Copyright 2010 @STKI mEnterprise Services, not remove source or attribution from anyservices, Mobile Do Enterprise Mobile graphic or portion of graphic 47 Ideomobile mHealth, mBanking Health, Mobile Banking solutions
  48. 48. CRM - Israeli Market Positioning 1Q2010 Siebel Microsoft Peoplesoft Local Support SAP Salesforce Pivotal Worldwide MEGACenter Leader Onyx Cemax 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 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 48
  49. 49. CRM Consultants in Israel - Partial List (Alphabetical order, not a ranking)  Accenture  Alternative  Aman  BI-Pro  Deloitte Touche: Strategy, business case  Gilon - Synergy: Campaign Management, Analytical CRM, Social Networks  IT solutions  Luria  Meteor  Sensecom: Contact Centers  TCS Israel - Tata  Several other independent advisors Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 49
  50. 50. 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 RTD (Real time offer Gilon, other potential Oracle Israel management) Siebel partners SAP RTOM (Real time offer Potential - SAP SAP Israel management) partners Neolane Netwise Netwise MEGACenter Marketing Module Yael Yael Other CRM Vendos include marketing modules Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 50
  51. 51. Don’t be fooled by failure rates CRM It all depends how you define failure • 2001 Gartner Group: 50% • 2002 Butler Group: 70% • 2002 Selling Power, CSO Forum: 69.3% • 2005 AMR Research: 18% • 2006 AMR Research: 31% Failure = not going live • 2007 AMR Research: 29% • 2007 Economist Intelligence Unit: 56% • 2009 Forrester Research: 47% Source: http://blogs.zdnet.com/projectfailures/?p=4967 In most cases: Failure in CRM = not meeting expectations Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 51
  52. 52. ERP ERP Main Theme 2010: Operational efficiency – ERP 1 ERP 2 ERP 3 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 52
  53. 53. ERP Life Cycle ERP Increase efficiency of Basic modules ERP operations “smarter” HR, Logistics, processes Financials Portals, BI, BPM Advanced modules Stabilizing the system “Core” modules You are here Upgrades Upgrades ERP 1 ERP 2 ERP 3 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 53
  54. 54. ERP ERP Maturity Model 2010 Trends Business Value Investment to make money IT+business Cut costs, Increase ERP 2 Project productivity ERP 3 Budget Pure Planning Mobile Business Operational ERP Project module ERP Portals services Commodity IT Services ERP 1 BI on Size of figure = ERP data complexity/ cost of project Investment GRC for regulations modules Using Implementing Looking Market Maturity Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 54
  55. 55. ERP ROI? ERP Don’t expect ROI from ERP 1. It is an infrastructure ROI comes from ERP 2&3 that are built on ERP 1 infrastructure Organizations want to run their ERP Infrastructures (ERP 1) more efficiently, and move on to ERP 2 and 3 “93% of ERP projects take longer than expected, 65% cost more than expected, and 79% realize less than half of the expected business benefits.” (Source: Panorama Consulting) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 55
  56. 56. Improve ERP productivity ERP • Users keep complaining about ERP UI - too complex! • Making applications more intuitive increases user productivity by an average of 7.25 percent. (Source: Nucleus Research) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 56
  57. 57. Simplifying access to ERP processes by ERP user-friendly front ends Operational mobile environment Operational portal environments (Procurement portal, HR portal, Sales portal, Supplier portal etc.) Enterprise Applications (ERP, CRM etc.,) HR module, Procurement module, sales module… Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 57
  58. 58. ERP Staffing ratios in Israel Average size of Israeli ERP department: 15 employees Organizations that customized the least – had a better ratio ! Percent of ERP employees from entire IT department: 8-10% (ranged from 3%-45%) Average ratio ERP staff / ERP users: 1: 52 Ratio abroad: 1:31 in multiple versions installations, 1:40 for single version installation (Source: Computer Economics) The larger the installation – the better the Ratio Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 58
  59. 59. ERP Packages & Integrators: Part 1 Package Israel Rep Integrators Delivery model ONE1UP, Advantech, Yael, Unitask, Motorola, Oracle Oracle Israel Oracle consulting, Taldor (+FSIC), HP, Ernst & On-premise Apps Young, TATA (TCS Israel), Ness Oracle Unitask (Oracle Easy), Afek, Motorola, ONE1UP, Oracle Accelerated Advantech, E&Y, Yael, AKT (HR module), Taldor On-premise Edition (+FSIC) Ness, IBM, Taldor, Advantech, Malam-Team, HP, TATA (TCS Israel), Accenture, Aman, SRL, SAP SAP Israel On-premise Matrix, AKT (HR module), Xact, IGC (Financials modules), S.D.M SAP All-in- Taldor, Advantech, Ness, Malam-Team, CBIT, SAP Israel On-premise One SAPLM SAP Xioma, Malam-Team, RELS, Complete, Business SAP Israel On-premise Menahel4U, Todan, BDO, Ziv systems, Corvet One 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) Einat Shimoni’s work Copyright 2010 @STKI Ashbal, Meidatech, FBC Do not remove source or attribution from any graphic or portion of graphic On-premise, SaaS59 Priority Ashbal Afek, Tulip, RAAN, HP, IlitERP (w/Meida-Tech)
  60. 60. ERP Packages & Integrators: Part 2 Package Israel Rep Integrators Delivery Model Matrix, Oregano, Malam-Team, Microsoft Israel. Prodware, Tadiad, Maxoft, Taldor, Localization & Microsoft Dynamics AX Pisga, Axperts, Michshuv, Ness, On-premise Distribution by mAXimum Aman & other partners in ERP (Matrix) qualifications Aviv, MARS Aviv Aviv On-premise ONE ERP ONE1 ONE1, Anagal On-premise KAV systems Kav Kav, Ardom On-premise FinPro, Logistic Pro Almog Almog On-premise On-demand, Gan Tochnot Heshev Aman Aman SaaS-Israel On-demand, Comax (on demand) Comax SaaS-Israel Profit Michshuv Group Bgate Bgate On-premise, SaaS IFS Teldan On-premise On-premise, ERP for municipalities Automazia Automazia SaaS-Israel Netsuite Einat Shimoni’s work CopyrightIT Com, Edmiso 2010 @STKI SaaS Do not remove source or attribution from any graphic or portion of graphic 60 BPCS, Baan Matrix Matrix, Afek, IBM, Tulip (Baan) On-premise
  61. 61. SMB ERP in Israel ERP On demand model is welcomed by SMBs Increase in upgrades (and thus – maintenance contracts renewal) due to new tax laws that requires patch installations / upgrade versions Continued verticalization Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 61
  62. 62. ERP - Israeli Market Positioning 1Q2010 Enterprise ERP Medium - Large ERP SMB ERP >250 users 100-250 users 20-100 users Oracle SAP Oracle SAP SAP BO AIO ONE1 Priority ONE1 Priority ERP ERP Oracle QAD Tafnit QAD Tafnit Movex Aviv Kav Movex Aviv Vendors to Watch: Microsoft Dynamics AX Market Presence Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic This analysis should be used62 with its supporting documents
  63. 63. 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 for Top Solutions SAP content management and archiving SAP Printboss - Consist Consist, Ness Design/distribution of SAP forms MessageManager Ness Unified messaging for SAP SteerU SteerU Einat Shimoni’s work Copyright 2010 @STKI Online guidance/EPSS for SAP Do not remove source or attribution from any graphic or portion of graphic 63 Innowera Ness Integration of SAP transactions with Excel
  64. 64. 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 Security Weaver Ness GRC (Access control, SOD) List of global 3rd party tools for SAP optimization (Source - Ray Wang): http://bit.ly/6rSabt Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 64
  65. 65. 3rd party Oracle e-Business Suite complimentary products (partial list) Solution Israel Rep. Description Oracle Israel Partners: UPK (acquired by SmartIT, John Tools to increase productivity, usability, Oracle) Bryce, Ness, deployment & content creation Advantech, ONE1UP, Telos 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 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 65
  66. 66. ERP Consultants - Partial List (Alphabetical order, not a ranking!)  Accenture  Bit-Plus  Byon  Deloitte Touche  Ernst & Young  HMS  Meteor  OIC  Seker  TCS Israel - Tata  Tulip  Several Independent advisors Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 66
  67. 67. Learning tools - trends Enterprise Applications • LMS market changing in Israel. more options of tools today include best-of-breed solutions, ERP modules, open source (Moodle) and SaaS options • Internal (employees) and external (customers) initiatives are commonly separated – different content, different tools and delivery methods • Connecting learning with portals („learning portal‟) and other KM initiatives is becoming a best practice • Learning is also happening in social media and collaboration, not just in formal courses. But social learning is a difficult new concept to adapt to Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 67
  68. 68. Learning tools – trends Enterprise Applications • Organizations looking for new ways to manage learning processes: More “on the job” learning in real time (the user gets online guidance while performing tasks) Less frontal face-to-face courses (although this will continue for special cases and specific user groups – for example, upper management) Less manuals (“nobody reads them anyway”) More “E” in learning (but as a complementary tool) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 68
  69. 69. Learning tools – partial list – Part 1 New Product Rep Integrators Category customers (2009) SmartIT, John Bryce, Bezeq, Delek, Ness, Advantech, Learning content generation, Nice, Alladin, UPK Oracle Israel Bank Leumi, 013, One1UP, Telos EPSS JEC, Supersol… John Bryce Video tutorials (increase 888, Clalit Health Eyeview Eyeview Services web customer conversion) Learning content generation, Coca Cola, Windimo ONE1 ONE1 LMS Delek, Clal ONE1, Consist, Moodle (open source) LMS Matrix, Kineo (+Elad) SAP SAP Israel AKT LMS Oracle Oracle Israel AKT LMS Cornerstone Amarel Amarel LMS and Talent Mng. ECI Britanica, John Britanica Britanica LMS Bryce, AKT Lio - Kryon Kryon Systems, Online Help: performing Or-Team, Ness System Or-Team, Einat Shimoni’s work Copyright 2010 @STKI Ness transaction for the user Do not remove source or attribution from any graphic or portion of graphic 69 SLK for SPS Microsoft LMS elements
  70. 70. Learning tools – partial list – Part 2 New Product Rep Integrators Category customers (2009) Saba AKT AKT LMS Alvarion EKP Shamaym Shamaym LMS Question mark AKT AKT Test Authoring software LCMS – Learning Content Out Start Malam-Team Malam-Team Management System Composica Shamaym Shamaym Learning content generation Horizon Winba Shamaym Shamaym Virtual Classroom SteerU SteerU EPSS – online guidance Ransys (Nemala) Ransys Ransys Effectiveness measurement Composia Matrix EPSS E-Glue Or-Team EPSS Yael, Advantech, E-Tracker Solan EPSS Colmobil Smart Trainmate Trainmate Learning content generation Einat Shimoni’s work Copyright 2010 @STKI Documentation and Epiplex SIT SIT Do not remove source or attribution from any graphic or portion of graphic 70 simulation
  71. 71. KM Knowledge Management Main Theme 2010: The practical approach for ECM The social knowledge worker Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 71
  72. 72. KM What do organizations want to achieve?  “To provide „chewed-up‟ information to the relevant process and the relevant user”  “To create a culture of sharing”  “The goal is not to manage knowledge, it is to manage results by using knowledge” Source: quotes from participants in STKI’s round table “using Web 2.0 for internal Knowledge Management” Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 72
  73. 73. KM still has a bad reputation KM (Source: Bain & company report on Mng. tools) Low satisfaction level Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 73
  74. 74. KM Knowledge Mng. Maturity Model 2010 Trends Business Value Investment to make money Internal Blogs Internal Internal social IT+business Cut costs, Increase Wikis networks Project productivity Pure Business Project ECM Commodity IT Gateway “silos” Ent. portal Search Services Archiving Size of figure = complexity/ cost of project Investment Records management for regulations Using Implementing Looking Market Maturity Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 74
  75. 75. KM & Generation Y employees Web 2.0 The Digital Native (your “new” employee) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 75
  76. 76. Users from different age groups KM & Web 2.0 consume social media (but differently) Source: Royal Pingdom’s study work Copyright 2010 @STKI network users Einat Shimoni’s – ages of social http://ow.ly/19cPt from any graphic or portion of graphic Do not remove source or attribution 76
  77. 77. KM & Use of web 2.0 tools for knowledge mng. Web 2.0 Source: STKI round table “using Web 2.0 for internal Knowledge Management” Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 77
  78. 78. The biggest barriers – KM & Web 2.0 not security concerns • Poor ROI measurement • Lack of top management support • Fear of contributing to an overflow of information • Hard to create the right organizational culture • Generation gaps (Generation X, Y, baby boomers) Source: STKI round table “using Web 2.0 for internal Knowledge Management” Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 78
  79. 79. Upcoming STKI round table Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 79
  80. 80. KM & Participation: (Not) for everyone Web 2.0 Source: Forrester Einat Shimoni’s work Copyright 2010 @STKI Source: http://om.ly/Ioix Do not remove source or attribution from any graphic or portion of graphic 80
  81. 81. KM & #1 Reviewer on Amazon: Web 2.0 Source: http://om.ly/Ioix Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 81
  82. 82. KM & Web 2.0 policy: Don’t be so harsh Web 2.0 The strict approach to internal Web 2.0 (“no discussion on restaurants/ travel/ anything other than job related issues”)is usually not successful Most organizations told us that other than publicity or bad mouthing they will allow and encourage free discussions Allowing employees (who are social by nature) to discuss non-job related issues provides a great guide on how to use the platform for knowledge sharing Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 82
  83. 83. Enterprise 2.0 Social tools (Partial list) Integration Product Category Israeli Rep partners Chatter (Salesforce) Cloud Collaboration ONE1, Blat-Lapidot Elgg (open source) Social networks tools Elad-Risotech, Blogs, Wikis, RSS, Social WebTech Innovation IBM Quickr, connections IBM Israel networks & other IBM WS partners Kwizcom, Byon Bynet SW, Matrix, Top-Soft MOSS 2007/2010 Wiki, blog, RSS Microsoft & other MOSS partners Kwizcom Web 2.0 bundle Wiki, Tagging, rating, Kwizcom (MOSS addons) forum Mediawiki (open source) Wiki Byon, Matrix Atlasian Wiki Elad Oracle (Beehive) Collaboration Oracle Einat Shimoni’s work Copyright 2010 @STKI “Beshutaf” Community tools Consist Do not remove source or attribution from any graphic or portion of graphic Consist 83
  84. 84. Web 2.0 in the organization: KM & Web 2.0 what have we learned so far? • Web 2.0 within the organization SHOULD be somewhat managed )can’t be completely bottom-up and chaotic) • ROI? Almost impossible to show • Practical way is to “market” the benefits that were gained and measure usage • Web 2.0 initiatives must accommodate different levels of participation • Must be process-oriented Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 84
  85. 85. ECM components ECM The “full-blown” ECM suite approach: Digital Web Content Document Records Email Collab- Workflow/ Archiving Asset Content capturing Mngt. Mngt. Mngt. oration BPM Mngt. Mngt. tools New product features: • Richer mobile interface • Record management and DAM– increasing • Sharepoint connectors Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 85
  86. 86. ECM lifecycle Storage & Content Distrib- Collab- manage- Retrieval Archiving Creation ution oration ment Scanning; Doc. Management; Search; Portals; Sharing & Archiving; OCR; DAM - Digital Assets ; Taxonomies Apps integ. as Collaborating Records E-forms DRM - Digital rights; front ends; Documents management Security; Imaging; Document metadata BPM, WF workspaces Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 86
  87. 87. ECM “Front stage” versus ECM ECM “back stage” • 2 Tiers in ECM are starting to appear: • MOSS in the Front • High-end ECM in the back: • Matrix: “ECM for MCE” concept • IFN’s “SPS connector” • Top solutions' Seeunity (MOSS – Open Text/ Documentum) • Documentum MOSS connection Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 87
  88. 88. Internal Enterprise Content Management: Providers in Israel (doesn’t include WCM) Product Israeli Rep. Integrators IBM Israel IBM – FileNet Yael-IFN Yael-IFN DriveU, Contex, Qualidocs (Livelink), SPS Yael-IFN Yael-IFN connector, ICC, CMOD EMC - Documentum EMC, Ness Ness, Llxa Interwoven (Autonomy) Xioma Xioma Open Text – Livelink ECM; IXOS-OT for SAP; Seeunity; Top Solutions Top Solutions Acadre (3rd party for OT); Wertheim (add-ons for OT) MOSS Microsoft Many ISVs… Top-Soft Oracle (Stellent) Oracle Israel Malam-Team Tower - Trim (acquired by HP) HP HP, MindU Sharedocs ELAD ELAD Omnisys, Matan, Business DocMaster Omnisys Solutions D2K Matrix Matrix Otzar Einat Shimoni’s work Copyright 2010 @STKIAman Otzar Do not remove source or attribution from any graphic or portion of graphic 88 Ada system Artis Artis, Taldor, Malam-Team
  89. 89. Enterprise Content Management (ECM) Products in Israel 1Q2010 MOSS/MSFT- based Solutions Documentum Local Support FileNet Open Text High-End Sharedocs Mid-tier Interwoven Worldwide Otzar Artis Leader Vendors to Watch: Oracle (Stellent) This analysis should be used with its supporting documents HP (Tower softw.) Market Presence Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 89
  90. 90. Special Purpose KM Apps: Productivity Management Applications Representing/ Product Examples of Apps Developing Company Top Solutions, Action Items/Decisions management ActionBase Actionbase ‫מעקב אחר משימות, דיונים, החלטות ונהלים‬ Quality management tools - ONE1, Matarot QM7 ‫מעקב אחר משימות, דיונים, החלטות ונהלים‬ Malam-Team, KCS Generica Objects Management, Regulations (Byon – partners) ,‫ניהול מסמכים, מעקב אחר משימות, פניות ציבור‬ Elad Sharedocs ‫מודול ועדות, ניהול חוזים, נהלים, סריקה‬ outlook extender ,‫וארכיונים‬ ‫ניהול לשכה, חוזרים ונהלים, ניהול תיק עובד, ניהול‬ Matrix D2K-Pro ‫התקשרויות וחוזים‬ Tmura Decision-Pro Decisions management Kotev Web Nest Einat Shimoni’s work Copyright 2010 @STKI ‫ניהול מסמכים וידע, ניהול פרויקטים, ניהול‬ Do not remove source or attribution from any graphic or portion of graphic 90 Omnisys DocMaster ‫משימות וישיבות‬
  91. 91. Special Purpose KM Apps: Information Centers Management Company Product Examples of Apps Olive Olive Software E-Publishing, Content Intelligence Malam-Team Kana KnowledgeBase Blue Phoneix, Top solutions – DSKnowledge KnowledgeBase partner Mckit Linkware KnowledgeBase Service Cloud’s Salesforce KM (based on KnowledgeBase acquisition) IT Navigator Knova KnowledgeBase Business Talisma Knowledgebase Solutions Management of Archives/ Libraries/ IDEA IDEA info Centers Management of Archives/ Libraries/ Exlibris Exlibris Einat Shimoni’s work Copyright 2010 @STKI info Centers Do not remove source or attribution from any graphic or portion of graphic 91 ROM TipTop ‫הפקת לקחים‬

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