Sugarcrm on ibm social business overview at ce bit 2012


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Sugarcrm on ibm social business overview at ce bit 2012

  1. 1. Those will not reach the destination, who do not know where the journey will go. Michel de Montaigne SUGARCRM on IBM Social Business Overview @ 2012 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 SUGARCRM on IBM Social Business Overview @CeBIT 2012, Hannover, März 2012
  4. 4. A Social Business is any company that hasintegrated and operationalized social mediawithin every job function to generate andimplement value driving Ideas by smarterprocesses and technology. The World of Ideas
  5. 5. The disruptions leading to Social Business Social Analytics Mobility Cloud Global
  6. 6. The value of Social Business
  7. 7. SugarCRM: The World’s Fastest Growing CRM Company SugarCRM Net Promoter Score Business The world’s fastest growing CRM company $46M in financing from NEA, DFJ, and Walden Intl. Founded April 2004; 300 Employees; Cupertino, CA Market Traction 8,000+ customers in 80+ countries 1,000,000+ users on 70,000+systems Over 10M downloads of Sugar Community Edition 370+ partners on six continents Growth/Momentum Cash flow positive since Sept 2010 Over 68% billings growth FY 2011 vs FY 2010 More than 2,700 new customers in FY 2011
  8. 8. IBM Partnership Partners Global Alliance Member Going to Market Together Customers Global Midmarket to Enterprise Products Social CRM Social Business Smarter Commerce Smart Cloud
  9. 9. SUGARCRM on IBM Leadership inSocial BusinessMarket 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+ usersMarket leading professional Services GBS Strategy & Transformation – leader in Business Strategy and Customer Experience & Market Strategy with deep industry knowledge GBS Application Innovation Services – leader in development and delivery of leading edge technology solutions Global capability to support any type of strategy, delivery and post-deployment support
  10. 10. SUGARCRM on IBM brings Social Business intoyour hands
  11. 11. SUGARCRM on IBMOpen Social Business Platform Mobile Cloud IBM and SugarCRM Open Social Business Platform Ecosystem Social
  12. 12. IBM on SUGARCRM Integrated Offerings Integrate with Websphere for Development 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
  13. 13. Only IBM has an Integrated Portolio of Software andConsulting Services for End to End Social Business Bringingscience tothe art of digitalmarketing
  14. 14. Social Media Analytics to understand the Social Connected and todevelop business value driving activities. Social Sites Benchmark Dashboards Relationship-Matrix Text Mining Sentimental Analysis Flexible Integration of internal Advanced Searching and external ressources Intranet Complaint Web, Blogs, News, Management (Letter, Twitter, Boards Email, Fax) CCI www.-Content Relational DBs (market data, studies, CRM- Sytems) Call-Center Data Snippet Overview and Details Evolving Topics Individualized Reporting @Birk – was noch?
  15. 15. Social Media Analytics -Social Sites Benchmark Dashboard
  16. 16. Social Media Marketing Execution –Multichannel CampaignManagement Manage Marketing across Multiple Interaction Channels – Cross-channel marketing strategy is defined and planned using Unica – Coremetrics is used to track consumer actions, and make relevant recommendations – The e-commerce web site and order capture is provided by WebSphere Commerce Optimize display and search results with Coremetrics AdTarget and Coremetrics SearchMarketing messages andcampaigns are defined andplanned using Unica Campaign Web Mobile RetailInsights from Storesocial media, Systemsthird party Storewebsites,purchase Deliver custom landing pages with targetedhistory ,etc messages and promotions via WebSphere Generate demand with Unica eMessage Commerce Precision Marketing (email creation, delivery, tracking Capture responses and refine
  17. 17. Social Media Business Execution to manage internal and externalplanning, reporting and efficient information exchange IBM Cognos 10 BI Connections/ LotusLive (LL) ReportsAd-hoc queries IBM Cognos Connection/LL Blogs Activities Profiles Files Integration Analysis Wikis Bookmarks Communities Dashboards
  18. 18. Social Media Business Execution to manage internal and externalplanning, reporting and efficient information exchangeA 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
  19. 19. Social Selling with SUGARCRM on IBM brings Sales Intelligence intoyour business
  20. 20. IBM´s Social Business Architecture –Building blocks
  21. 21. IBM´s Social Business Architecture -Flow
  22. 22. SUGARCRM on IBM in the cloud
  23. 23. Enterprise e-mail and Collaboration in the Cloud Access your LotusLive Notes mail account LotusLive Engage Navigation integrated into the LotusLive Starting at US $8/User/month browser experience An integrated suite of tools that combines your business LotusLive Activities plug-in network with collaboration and Surface LotusLive activities in the Lotus coferencing services Notes client sidebar LotusLive Meetings plug-in Complete Launch your own – or join another – Collaboration LotusLive meeting from the Lotus Notes client sidebar Suite – US $10/User/month 10/User/month Sametime community Add LotusLive community to your Lotus Sametime client (embedded or stand- alone) configuration LotusLive Notes RSS feeds Starting at US $5/User/month An online version of IBMs Surface any feed-enabled content in the popular Lotus Notes e-mail, Lotus Notes client sidebar calendaring and scheduling SAML-based SSO to LotusLive services product Requires Lotus Notes 8.5.2 FP5 client
  24. 24. 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
  25. 25. Sugar General Editions Guideline Corporate Enterprise Ultimate $360 $540 $720 $1,200 5 – 50 seat customers 50 – 500 seat customers 500 – 5,000 seat customers
  26. 26. 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
  27. 27. Start your Social Business tranformation with IBM GBS Social Business EnterpriseStrategy Accelerator and IBM End to End Social Business Software today...Only IBM combines our own experience becoming a Social Business with our consultingand technology services and leading IBM & Partner software to deliver a business valuedriving Social Business transformation to our clients. Represents perfect implementation Represents where you are in your of all best practices progress toward fully implementing EMM best practices
  28. 28. With IBM Social Business you don´t have to built the car just selectthe componets, integrate them and drive the sweeter road withSUGARCRM on IBM ☺.
  29. 29. Microsoft The Sweeter RoadOracleSFDC
  30. 30. IBM Coremetrics –Leader in Web Analytics
  31. 31. IBM Cognos a Leader in the Forrester Wave™: Enterprise BI Platforms The Forrester Wave is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave are trademarks of Forrester Research, Inc. The Forrester Wave is a graphical representation of Forresters call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Source: Forrester Research Inc. “The ForresterWave: Enterprise Business Intelligence Platforms, Q4 2010”, Oct 21, 2010. Full report can be accessed at
  32. 32. IBM Unica –Leader in CRM Multichannel Campaign Management
  33. 33. DEMO time! and
  34. 34. Questions? 問 題 Ερωτήσεις Fragen ?Vragen 问 题 ? Preguntas Cwestiwn ? Domande 質 Questions Perguntas 問
  35. 35. 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 ☺