Understanding Community Management Trends On Demand Profitable Business Communities Jonathan Gatrell Senior Director, Portfolio Strategy

Key Market Trends Software-as-a-Service Globalization Business Communities not Trading Communities More processes More partners Transactions not documents

Software-as-a-Service

Globalization

Business Communities not Trading Communities

More processes

More partners

Transactions not documents

Software-as-a-Service On-demand capabilities Supplement your capabilities Ability to leverage shared infrastructure Lower TCO SLA support of 99.999%+ Rapid enablement options Web Forms On Network Translation Ability to deploy strategic options not previously available Event Management Actionable Intelligence Compliance Management Partners Regulatory IT Policy Governance

On-demand capabilities

Supplement your capabilities

Ability to leverage shared infrastructure

Lower TCO

SLA support of 99.999%+

Rapid enablement options

Web Forms

On Network Translation

Ability to deploy strategic options not previously available

Event Management

Actionable Intelligence

Compliance Management

Partners

Regulatory

IT Policy Governance

Globalization & Community Management Globalization is not a trend, but a system Extended supply chains require visibility Interdependence between geographies requires automation Interoperability, not just integration Increasing brand risk Compliance - not just auditing Labor Green Strategic implementations dominate

Globalization is not a trend, but a system

Extended supply chains require visibility

Interdependence between geographies requires automation

Interoperability, not just integration

Increasing brand risk

Compliance - not just auditing

Labor

Green

Strategic implementations dominate

Community Changes: The New Hub and Spoke Model Source: Knox & Marston (2006) Hubs Spokes

The Value of Visibility

Global Business Communities Not just customer or supplier Growth in non-Supply Chain activities Financial (Payments/Payroll) Healthcare (Real-time Adjudication) Marketing (Rich Media, Promotions) Service (Returns, Warranty) It’s YOUR community Leverage your rules Enforce your requirements Differentiate your execution Your community management strategy drives brand equity Contract manufacturers and quality Ability to fulfill/customer service

Not just customer or supplier

Growth in non-Supply Chain activities

Financial (Payments/Payroll)

Healthcare (Real-time Adjudication)

Marketing (Rich Media, Promotions)

Service (Returns, Warranty)

It’s YOUR community

Leverage your rules

Enforce your requirements

Differentiate your execution

Your community management strategy drives brand equity

Contract manufacturers and quality

Ability to fulfill/customer service

The Changing Context of Content New fulfillment and commerce models Multi-channel retail Direct to Consumer Content exchange is pervasive Transactional interactions (B2C and B2C) Bulk content growth Richer processes and document content Management and Governance required

New fulfillment and commerce models

Multi-channel retail

Direct to Consumer

Content exchange is pervasive

Transactional interactions (B2C and B2C)

Bulk content growth

Richer processes and document content

Management and Governance required

Business Community Evolution INTEROPERABILITY ENABLEMENT MATURITY MANAGEMENT EVENT DRIVEN SENSORY VALUE OF A COMMUNITY Basic content sharing and events – PO, ASN, Invoices, etc. EDI and machine-to-machine interaction for automation Full visibility into demand and supply & compliance Synchronized fulfillment, logistics, demand and supply processes Deep synergy with partners, Self correcting systems SOLUTION CONTENT Communicate Transaction Cohesion Collaboration Interdependence

Basic content sharing and events – PO, ASN, Invoices, etc.

EDI and machine-to-machine interaction for automation

Full visibility into demand and supply & compliance

Synchronized fulfillment, logistics, demand and supply processes

Deep synergy with partners, Self correcting systems

Understanding Community Trends On Demand Profitable Business Communities Jonathan Gatrell Senior Director, Portfolio Strategy