SUGARCRM on IBM Journey Guide 2012


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SUGARCRM on IBM Journey Guide 2012

  1. 1. Those will not reach the destination, who do not know where the journey will go. Michel de Montaigne SUGARCRM EMEA SUGARCRM on IBM Journey Guide 2012/02/24 Friedel Jonker Business Development Manager IBM &,
  2. 2. Friedel Jonker,Business Development ManagerIBM & SUGARCRMIBM Software GroupCareer History and Education 2008- today IBM, Germany, Business Development Manager IBM & SugarCRM, Software Client Leader, Business Development Manager Analytics & PM, Managing Consultant CRM & BI 1994- 2008 Deutsche Leasing AG, S-Finance Group, Germany, CRM & BI Business and Program Director 1990- 1994 Citicorp-Citibank AG, Germany, European Manager Marketing Database VISA 1989- 1990 Ogilvy & Mather Dataconsult, Germany, Consultant Database Marketing 1988- 1989 Infas, Germany, LOCAL-Direct Project manager for SRPM with Location Intelligence (LI) 1982- 1988 University of Münster, Master of Business Management in Marketing & StatisticsLanguages and Profile German, English (fluent). CRM, BI/LI Strategy Leader IBM GBS Germany. Winner of the Sales Excellence Award 2005 from the University of St. Gallen and Handelsblatt. Broad experience in Planning and Implementing value based CRM & BI/LI Strategy, Processes, Architecture and Systems. Member of the MIT, Sales Executive Councile, SAMA and member of Marketing Alumni, University of Münster, Germany
  3. 3. References 1994-2012 References –Literature and Presentations 1994-2012 Database Marketing (1994-2000) Neue Informationsqualität für das VISA Kartenmanagement der Citicorp, in: Oracle Finanzwelt, 1994 Database Marketing bei der Deutschen Leasing AG, in: Jahrbuch 2000, Deutscher Direktmarketing Verband e.V. CRM (2001-2007) Von Database Marketing zum CRM, in: Computerwoche, 19/2001 Customer Relationship Management, Bericht über das Deutsche Leasing CRM-Projekt, in: GoAhead 9/2001, CSC- Ploenzke CRM – die nächste Generation, Interview mit Friedel Jonker, in: Computerwoche, 33/2002 Mit intelligentem Database Marketing und CRM zu überdurchschnittlichem Markterfolg, in: Cognos- Kundenmagazin Case Study Präsentation C3M-Eagle, marcusevans, FoCus Gipfel CRM, Montreux, 19.-21. Januar 2003 Erfolgreiches Customer Relationship Management bei der Deutschen Leasing AG, Nordakademie, Elmshorn, e-think-tank, Febraur 2003 Konflikte zwischen Vertrieb und Vertrag lösen, in: Praxismagazin für Marktkommunikation der Sparkassen-Finanzgruppe, 2004, 11. Jahrgang, Nr. 5, S 38 ff CRM und Sales -2 Seiten einer erfolgreichen Verbindung, im Beratungsbrief von , 23.03.2005 Deutsche Leasing Gruppe: Mit Siebel/Oracle CRM-System das Neugeschäft jährlich um durchschnittlich 12 Prozent gesteigert, in: Oracle Customer Snapshot Juli 2006 CRM als strategisches Element der wertorientierte Unternehmensführung der Deutschen Leasing AG -7P Programm für erfolgreiche CRM-Programme –Position_Path_Portfolio_Program_People_Progress_Performance, marcusevans, FoCus Gipfel CRM, Montreux, 14.-16. Februar 2007 Case Study CRM bei der DL, in Kundenmanagement –Grundlagen-Strategien-Beispiele von Manfred Krafft, März 2007 Multichannel Customer Management (2008-2009) Vom Callcenter zum Intelligent Multichannel Customer Management Center, IBM Callcenter Circle, Hamburg HASPA, Mai 2008 Neue Technologien schaffen eine Demokratisierung der Information, Initiative Mittelstand , 16.11.2009 Integrated Realtime Corporate Management (2009-2010) Integrierte Echtzeit Unternehmenssteuerung (IEU), IBM Partner Channel Kick Off Berlin, Januar 2010, Cloudforce2 Frankfurt, März 2010, Teradata Enterprise Intelligence Summit Berlin, April 2010, IBM Partner University-Frankfurt, April 2010, Bechtle Partner Präsentation Mannheim, Juni 2010, FuM Partner Präsentation Stuttgart, Juli 2010 Integrated Realtime Corporate Management (IRCM), IBM Europe & Asia IT Architects University Stuttgart, April 2010 Integrierte Echtzeit Unternehmenssteuerung –IBM Synergy Play, SAP-DSAG Nürnberg, September 2010, IBM ISV Technical Executive Forum Ehningen, Oktober 2010, Institut für BI Stuttgart, Dezember 2010 Social Business and Social CRM (2011-YYYY) Die Rolle von Analytics für Social Software Business, IBM Social Business JamCamp, Frankfurt, October 2011
  4. 4. SUGARCRM on IBM
  5. 5. The disruptions leading to Social Business Social Analytics Mobility Cloud Global
  6. 6. Follow The Money –Forrester Research Interactive Advertising
  7. 7. Ranking of business strategies CIOs selected as one of theirTop 3 in 2011 and projected for 2014 Ranking of business strategies CIOs selected as one of their top 3 in 2011 and projected for 2014 CIO Strategies Source: Gartner, Reimagining IT: The 2011 CIO Agenda
  8. 8. CMOs plans to increase or decrease the us of the followingtools/technologies over the next 3-5 years (CMO Study 2011)
  9. 9. Majority of CMOs are eager to deploy tools and technologiesto grapple with growing volume, velocity and variety of data(CMO Study 2011) Plans to increase the use of technology Percent of CMOs selecting technologies Social media 82% 50% Customer analytics 81% CRM 81% Mobile applications 80% Content management 73% Tablet applications 72% Single view of customer 70% Collaboration tools 68% Predictive analytics 66% Reputation management 63%Search engine optimization 62% Campaign management 61% Score cards/dashboards 56% E-mail marketing 46%Source: Q22 Do you plan to decrease or increase the use of the following technologies over the next 3 to 5 years? n=1616 to 1671
  10. 10. As a result, cloud is an increasingly attractive meansof creating and delivering IT services.Value delivered From traditional To cloudChange management Months Days or hoursTest provisioning Weeks 20 minutesInstall database 1 day 12 minutesInstall of operating system 1 day 30–60 minutesProvisioning environment ▄ 51% cost savingsDesign and deploy business applications Months Days/Weeks“Our commitment to informed decision making led us to consider private clouddelivery of Cognos via System z, which is the enabling foundation that makespossible +$20M savings over 5 years.”– IBM Office of the CIO
  11. 11. Social Business Profit: McKinsey, eMarketerabout Web2.0 and Social Media
  12. 12. SUGARCRM on IBM -LeadershipMarket leading technology IBM Connections – Marketshare leader in Enterprise Social software, IDC 2011 IBM Sametime - Major Player in IDC’s 2011 MarketScape for Unified Communications Voice Infrastructure IBM Lotus Live - Named in leadership quadrant of Gartners 2011 web conferencing report IBM SPSS - 250,000 customers in 100 countries IBM Cognos - Market share leader in Enterprise BI Platforms, Forrester Wave Q4 2010 SugarCRM - Over 8,000 customers and more than 800,000 users
  13. 13. SugarCRM on IBMOpen Social Business Platform Mobile Cloud IBM and SugarCRM Open Social Business Platform Ecosystem Social
  14. 14. SUGARCRM on IBM -Integration with your socialnetworks, applications and devices of your choice
  15. 15. SugarCRM on IBMReady to Start Integrations for the Social Business
  16. 16. SUGARCRM on IBMRun AnywhereRUN ANYWHERE• Any Device• Any Platform• Any Cloud On Site
  17. 17. SUGARCRM on IBM Social Business is Key to IBMs GrowingPortfolio of SmartCloud Business Solutions Social Business Smarter Commerce Business Analytics & Optimization
  18. 18. SUGARCRM on IBM WebSphere CommerceIntegrated brand experience to meet consumer shopping needs across allchannels: • Consistent promotions across Store, Mobile, Web, and Catalog • Buy On Mobile / Buy Online, Pickup in Store • Mobile SMS for Order Status, text to bring purchase to your carIBM WebSphere Commerce provides the underlying e-commerce platform behindthe cross-channel shopping experienceBrowse Catalog Product Detail Ratings & Compare Search Add to Cart Select Pickup Store View Order Reviews Products Products & Checkout Confirmation
  19. 19. SUGARCRM on IBM –Integration with LotusLive – A Broad Portfolio of Cloud-Based Offerings Web Conferencing Collaboration eMail LotusLive Meetings LotusLive Engage LotusLive Notes A full-featured, easy-to-use Web An integrated suite of tools that An online version of IBM’s popular conferencing service combines your business network Lotus Notes email and calendaring with collaboration and conferencing and scheduling product services LotusLive Events LotusLive Connections LotusLive iNotes Provides tools to create, manage Combines your business network with Web-based messaging service for e- and conduct webinars for up to 999 collaboration services mail and personal calendar attendeesWork with anyone from anywhere – all with IBMs focus on security,reliability and enterprise integration
  20. 20. SUGARCRM on IBM in the boxA series of social capabilities...which can be used on their own, or together …oras a way to make other applications more social Profiles Home page Find the people you need See whats happening across your social network Communities Work with people who share common roles and expertise Social Analytics Discover who and what you don’t Files know via recommendations Post, share, and discover documents, presentations, images, and more Micro-blogging Wikis Reach out to your social network Create web content together Activities Bookmarks Organize your work and tap Save, share, and discover bookmarks your professional network Forums Blogs Exchange ideas with, and benefit Present your own ideas, and learn from the expertise of others from others
  21. 21. SUGARCRM on IBM –Social Dashboard Social Dashboard Morning Report style user interface keeps track of upcoming events and relevant activity throughout LotusLive Core LotusLive services and integrated 3rd party business applications seamlessly integrate into the activity stream Share box allows you to immediately share content from anywhere within LotusLive Secure file-sharing
  22. 22. SUGARCRM on IBM –Activity Stream Gather the e-mails, IM chats, documents, messages, and other information that you and your team need to accomplish a project Assign To Dos to project members Customize and organize an activity with sections Create an activity for use by the members of a community Create Activity Templates to capture and reuse best practices
  23. 23. SUGARCRM on IBM Cognos Smart Analytics Cloud
  24. 24. SUGARCRM on IBM -Integrated Realtime CorporateManagement/Cognos (IRCM) to lead your Business to Success Unified Workspace across multiple styles of analysis Business InsightAnalytical Reporting Trending Scenario Modeling Advanced Analytics Drill Slice and Dice What-if What might be
  25. 25. Integration of IRCM with Connections/LotusLive toDrive Business Value IBM Cognos 10 BI Connections/ LotusLive (LL) ReportsAd-hoc queries IBM Cognos Connection/LL Blogs Activities Profiles Files Integration Analysis Wikis Bookmarks Communities Dashboards
  26. 26. SUGARCRM on IBM –Social BusinessToolkit API Development Framework IBM Social Business Toolkit APIs IBM Value-added Modules Partner Value-added Modules Business Enterprise Public Social Commerce Social Networks Rich Media Analytics Content Mgmt Applications Business Application Compliance & Gaming Social Analytics Process Mgmt Integration Archiving Discovery IBM Social Business Core Modules Profiles Presence, Chat Messaging & Workflow & Communities & Telephony PIM Forms Portal Social Collab. Microblogging Meetings & Document Mobile Connectors Services Audio/Video Management SocialCRM & BI
  27. 27. SUGARCRM on IBM –Open API ● Published REST API for data interchange with each service ─ Homepage, Profiles, Communities, Bookmarks, Blogs, Activities, Files, Wikis – all supported ● Common behavior across services ─ API Version ─ Authentication ─ Common Entry types / Resources● Open API for creating your own widgets● Check out the catalog for applications which IBM, partners, and individuals have submitted
  28. 28. SUGARCRM on IBM –An ExtensibleOpen ISV Integration Platform • Ecosystem of integrated ISV applications enable end-to-end solutions • OpenSocial REST APIs and extension Partner Services points • Standards-based authentication, Social Business Toolkit encryption and single sign-on • Link enterprise or ISV applications to the Social Business cloud LotusLive Services
  29. 29. SUGARCRM on IBM -Integrated Offerings Integrate with Cognos for BI SPSS for advanced analytics Connections Unica for Marketing automation LotusLive LotusLive for collaboration LotusNotes Connections for collaboration Lotus Notes for email CastIron for web integration Deploy in the cloud IBM SmartCloud Enterprise Deploy on-premise Series i Series p Series x Database DB2 Services from IBM GBS
  30. 30. Why SUGARCRM on IBM for Social Business IBM delivers social Advantage solutions that connect• increase customer retention people both inside and• attract new customers outside your company• maintain competitive advantage IBM connects social and collaborative capabilities Advantage across all business• Open collaboration processes • among employees • and with external parties IBM and SugarCRM • social networks of choice deliver Social Business on- premise and in the cloud
  31. 31. SUGARCRM on IBM - Technology Roadmap PRM Unica Commerce Sugar 6.6 SmarterForecasting eCommerceOpen Social Consumer Cognos Activity Streams SameTime Business Business Social Social Sugar 6.5 ConnectionsUI Enabledfor Vulcan Lotus Sugar 6.4Open Social Technologies Producer DB2 CoreOffline Client AIX or Linux p, x, i series & SCE
  32. 32. Sugar SubscriptionsAdvanced CRM for small and Advanced CRM for businesses medium-sized businesses with offline mobile requirements $360 / user / year $540 / user / year Sugar Editions CRM for the most Ultimate CRM solution for the demanding business global, mobile, social business $720 / user / year $1,200 / user / year
  33. 33. General Guideline Corporate Enterprise Ultimate $360 $540 $720 $1,200 5 – 50 seat customers 50 – 500 seat customers 500 – 5,000 seat customers
  34. 34. Why SUGARCRM on IBM for Social Businessin the Cloud End-to-End Cloud Services Social Business Leadership Enterprise-Class Solutions End-to-end cloud service
  35. 35. Go for Social Business with SUGARCRM on IBM• IBM Connections • IBM Customer• IBM FileNet Experience Suite• IBM Quickr • WebSphere Portal SUGAR ON IBM Whitepaper Corporate Exceptional Social Web Network Experience Social Web- Web- Media Meeting Monitoring / Chat Compliance Telephony• IBM Cognos Consumer Insight • IBM Sametime• Partner-Lösung: • IBM Sametime Actience Vantage Unified Telephony
  36. 36. Social Business and Social CRM Have a vision Choose an Open CRM System Enable a flexible, Cloud 2.0 infrastructure Integrate with all your business software applications Integrate with the social media networks used by your customers
  37. 37. Microsoft The Sweeter RoadOracleSFDC
  38. 38. SugarCRM: The World’s Fastest Growing CRM Company SugarCRM Net Promotor Score Business The world’s fastest growing CRM company $46M in financing from NEA, DFJ, and Walden Intl. Founded April 2004; 200 Employees; Cupertino, CA Market Traction 8,000+ customers in 70+ countries 800,000+ users on 70,000+systems Over 9M downloads of Sugar Community Edition 220+ partners on five continents Growth/Momentum Cash flow positive since Sept 2010 Over 52% billings growth FY 2010 vs FY 2009 More than 2,200 new customers in FY 2010
  39. 39. SugarCRM: 8,000+ Customers in 70+ Countries
  40. 40. Contact Details Friedel Jonker Wilhelm-Fay-Strasse 30-34 Dipl.-Kaufmann D-65936 Frankfurt Business Dev. Manager IBM & SUGARCRM Phone (+49)-69-6645-1227 IBM Software Group Fax (+49)-69-6645-5640 Mobile (+49)-160-9638657 More information from IBM and me. Look at Xing, Linkedin, Youtube, Twitter, Scribd, Slideshare and Lotus Greenhouse. Selection of Companies on my Networks: Join my Networks as Philip Kotler (North.West.Uni), Manfred Krafft (WWU Münster), 3M, Amadeus, Ameriprise, Booz & Company, Citigroup, Thomas H. Davenport (Babson College), Peter Weill (MIT), Jeanne W. Ross (MIT), Daimler, Deutsche Bank, Deutsche Telekom, Andrea Back (St. Gallen), Jon Katzenbach (Booz), Genie Z. Laborde (I.D.E.A.), Daniel Pink, Ross Dawson (AHT) Charles Savage (KEE), Soumitra Dutta (INSEAD) Deloitte & Touchee, Ernst & Young, IBM, Lufthansa, Chuck House (Stanford Uni.), Thomas Hutzschenreuter (WHU), Gunter Dueck (IBM), McKinsey, Nokia, O2, REWE, Samsung, Siemens, Swisscard, David Croslin and other leading Thinkers and Practitioners have already done it. Thomas Cook, TUI, Vodafone, Volkswagen and more. Business is People ☺