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SugarCon11 Keynote:  IBM Social Business

SugarCon11 Keynote: IBM Social Business



Leading organizations are looking to social collaboration tools to empower their employees to become more productive and to cultivate deeper relationships with customers and partners. Sean Poulley, ...

Leading organizations are looking to social collaboration tools to empower their employees to become more productive and to cultivate deeper relationships with customers and partners. Sean Poulley, VP of Social Business Cloud at IBM, describes how IBM LotusLive delivers social business services that integrate with SugarCRM during SugarCon11.



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    SugarCon11 Keynote:  IBM Social Business SugarCon11 Keynote: IBM Social Business Presentation Transcript

    • Social Business Sean Poulley Vice President Social Business Cloud IBM Get Social. Do Business.
    • A social business embraces networks of peopleto create business valueEngagedTransparentNimble Trust Security Compliance
    • IBMs credentials in social business We defined this category in the market. We are the Market Leaders. IBM created the category 4 years ago (Lotus Connections – 2007) “first-ever social software platform for business” IBM is the market leader in this category IBM brought it to the cloud 2 years ago (LotusLive - 2009) Weve won awards (LotusLive - best cloud application) IBM is leading the Social Business transformation. 2B people use the internet. IBM sees Social Business as a $100B Opportunity Driving New Markets and New Solution Spaces: Social Commerce, Web Analytics, Employee Sentiment Analysis. IBM delivers social business today - to customers globally - large and small, across diverse industries 04/03/11
    • CEMEX on becoming a social business
    • On a smarter planet the way people interact and what they know is changing Instrumented S martphone shipments w ilout l pace PC s by 2012 Interconnected Social networking accounts for 22% of all online time Intelligent The social data analytics opporuniy w il t t l gr t 1 Zetabyt by 2011 ow o t eThe explosion of new information, when integrated, analyzed, and acted upon using new types of intelligence, and new tools enables Social Business
    • The disruptions leading to social business S ocial Analytics C loud
    • Retaining customers is a priority“A focus oncustomers at the topof the list is usual.This year, the"existing customers"imperative is ahigher priority than"attracting newcustomers." Source: Gartner, Executive Advisory: CEO and Senior Executive Survey, 2011; Detail Report, 25 March 2011
    • Retaining customers is linked to increased profitability 2% increase in customer retention has the same effect on profits as cutting costs by 10% 95% of standout organizations will focus more 5% reduction in customer on “getting closer to the defection rate can increase profits by 25-125%, depending customer” over the next 5 on the industry years. – IBM CEO Study 2010 Acquiring new customers can cost 5x more than satisfying and retaining current customers
    • Getting started in social business Standout organizations are 57% more likely to allow their people to use social and collaborative tools. A Social Business  Builds trusted relationships and Entry Point increases sales through relevant messages across all channels Traditional Business  Drives brand advocacy through  Push marketing via communities and dialogMarketing, traditional channels Deepen clientCustomer  Control over brand relationshipsService image and brand  Shares insights to generate communication break-through ideas and speeds time to market, gaining Drive market insight and readiness  Invest in R&D operationalProduct  Generate new ideas effectiveness& Service internally  Reaches out to professionalDevelopment  Test ideas in market networks to respond faster with business decisions to new opportunities, saving money Workforce  Email and phone optimizationOperations, based communicationHuman  Knowledge kept inResources silos
    • Social business transforms the customer andemployee experience Deepen client Drive operational Optimize your relationships effectiveness workforce Business to Customer Business to Business to Peer to Peer Business Employee “Exceptional Web Experience” “Exceptional Work Experience” Customers interacting with other customers and Employees interacting with self-forming, distributed company representatives (efficiently, via social teams (peers, customers, partners & suppliers), as a tools), with the company overall (driving brand company overall (communities incorporating awareness & revenue growth) customers & partners around innovation) reducing the friction of work. ©2011 SugarCRM Inc. All rights reserved. 11
    • Social business in the cloud Our strategy Simplify and improve business My Network Communitiesinteractions inside and outside the enterprise Activities FilesExpand the enterprise perimeter to Meetings Events the cloud Chat eMailDeliver new business value through seamless integration with your Charts Survey Forms applications
    • Extending enterprise security to the cloud Security Integration Integrates with your existing IT systems: directory, single sign-on Secure data centers - physical and system security Reliability, business continuity, disaster recovery Policy Integration IBM policies that govern privacy, operations, separation of duty Business controls and auditing Classification, handling, routing & sharing of data Application Integration Open platform for application integration Web 2.0 API Application authentication Hybrid solutions, yours with ours, ours with your, yours with 3rd parties
    • An extensible open integration platform Open Rest APIs and extension points make LotusLive a flexible SaaS platform for collaboration Partners can integrate LotusLive services in their own applications Partner applications can be integrated into LotusLive Customers benefit from integrated collaborative business processes LotusLive Services New Applications Value Added Third Party Services IBM Content APIs and Extension Points Online Mail Network Store and Share Activities Conferencing
    • + SugarCRM for LotusLive places Target Market social business capabilities into • Clients looking to increase customer the hands of SugarCRM users retention, attract new customers and maintain competitive advantage LotusLive is a social business platform that delivers cloud- Advantage based collaboration tools and • Open collaboration among employees and social networking services with external parties such as customers and partners Sales, marketing, and support professionals can engage with Special Offer / Price Point their prospects and customers • SugarCRM customers can receive a no- more efficiently, resulting in charge 90 day subscription to LotusLive shortened sales cycles and Engage (starting in May 2011) increased customer satisfaction and loyalty www.lotuslive.com/trialsugar  Simplicity. Growth. Profitability.15
    • The infusion of social business capability in business processesIntegrated Integrated Integrated IntegratedSelling Commerce eSigning LogisticsIntegrated Integrated Integrated IntegratedDoc Editing File Viewer Communications Scheduling
    • Business value drives LotusLive client momentum 04/03/11 ©2011 SugarCRM Inc. All rights reserved. 17
    • Signature Mortgage on becoming a social business
    • Why IBM & SugarCRM for social business IBM & SugarCRM deliver Social Business either on premises or in the cloud IBM delivers social solutions that connect you to people both inside and outside your company IBM is about connecting social and collaborative capabilities across all business processes that customers use to run their business. Delivering NEW business value. IBM & SugarCRM deliver a hybrid model for deployment – we help customers move their enterprise perimeter to the cloud Open Approach to innovate at the speed of the open Web IBM delivers Trust, Security, Compliance 04/03/11 ©2011 SugarCRM Inc. All rights reserved.
    • Social business Deepen client Drive operational Optimize your relationships effectiveness workforce Social businesses are engaged, transparent and nimble Deepen client relationships Work more closely with your customers Increase customer retention Maintain customer advantage over your competitors Expand the enterprise perimeter to the cloud Intuitively pool collective intelligence Foster innovation that outpaces the competition Get Social. Do Business.
    • Get Social. Do Business.www.lotuslive.com/trialsugar