How social software enhances your customer relations & sales success On one side, everybody collects as many information as possible about their customers. But on the other hand, most companies don't realize the potential of this content. How could you apply this know-how to get a deeper picture of the customers needs? You can build better customer relationships with social network integration. Reach your goals, implement projects faster and increase sales. Connect social networks, customer relationship and company communities to create more business!

1. How social software enhances your
customer relations & sales success

2. 03.07.2013
Phase I
Used Internaly
Reasons:
• Wisedom of the crowd
• Innovation
• Talent is everywhere
• Skills repository
• Know your employees
• ..and your Boss
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Phase II
Used Externaly
Reasons:
• Listen to your customer and partners
• Drive Innovation even more
• Communicate better
• Invite customers and partners into your processes
• Be more than just „Me too!“
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Phase III
Socialy enhance your Business and your existing data!
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Jerry Maguire…..

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Phase III
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Your Existing Data and Processes

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Phase III
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Your Existing Data and Processes
Search Engine

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Phase III
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Your Existing Data and Processes
Search Engine
Process Owner

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Phase III
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Your Existing Data and Processes
Search Engine
Process Owner Peter
Paul
Mary
Co-Authors..

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Phase III
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Your Existing Data and Processes
Search Engine
Process Owner Peter
Paul
Mary

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Phase III
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Your Existing Data and Processes
Search Engine
Process Owner Peter
Paul
Mary
Tags, History,
Versions

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Phase III „Form a strong Network“
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Search Engine
Process Owner Peter
Paul
Mary
Tags, History,
Versions

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More intelligent staff / companies?
Brain „Normalo“
Weight ca. 1400 g
IQ ca. 100
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More intelligent staff / companies?
Brain „Normalo“
Weight ca. 1400 g
IQ ca. 100
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Brain „Genius“
Weight ca. 1400 g
IQ ca. 131 - 200+

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More intelligent staff / companies?
Brain „Normalo“
Weight ca. 1400 g
IQ ca. 100
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Brain „Genius“
Weight ca. 1400 g
IQ ca. 131 - 200+
Many! more connections
between synapses!

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More intelligent staff / companies?
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Humans with more „Connections“ are
more intelligent!
ergo
Companies using IBM „Connections“ are
more intelligent, more flexible
and faster :-)

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The 3 circles of success
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Traditional CRM
•Addresses
•Sales Process
•Campaign‘s
•Telefon and
•eMail Notices
•Customer related
Communications

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The 3 circles of success
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Enhanced CRM
•Addresses
•Sales Process
•Campaign‘s
•Telefon and
•eMail Notices
•Customer related
Communications
Public Networks
Wouldn‘t be nice to know:
• What your customer twitted about?
• What jobs he is searching / offering?
• What he is posting about?
• What products he is pushing?

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The 3 circles of success
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CRM on Steroid
•Addresses
•Sales Process
•Campaign‘s
•Telefon and
•eMail Notices
•Customer related
Communications
Public Networks
Even better:
Link your customers
need‘s to the
skills, data and
processes within
your company!!

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The 3 circles of success
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CRM on Steroid
Public Networks
YES!
Show me the …. MONEY!!
•Addresses
•Sales Process
•Campaign‘s
•Telefon and
•eMail Notices
•Customer related
Communications

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Social Software changes our daily business
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Traditional Software can and needs to be
connected and integrated
Multiple linked Data and Processes
are more valuable

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New solutions are emerging..
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SugarCRM and IBM Connections
Projectmanagement for IBM Connections from TRILOG Group

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New solutions are emerging..
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CAT Connections Admistration Toolkit from TimeToAct
Kudos Bages from ISW

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New solutions are emerging..
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AppDesigner from GBS (Group Business Software)

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How to…?
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Possible ways to use IBM Connections as Applikation Platform:
SPI Service Provider Interface
http://www-10.lotus.com/ldd/lcwiki.nsf/dx/Using_IBM_Connections_more_as_a_platform_than_an_application
REST API IBM Connections 4.5 API Documentation
http://www-
10.lotus.com/ldd/appdevwiki.nsf/xpDocViewer.xsp?lookupName=IBM+Connections+4.5+API+Documentation#action=openDoc
ument&content=catcontent&ct=prodDoc
SBT IBM Social Business Toolkit
https://www.ibm.com/developerworks/community/blogs/0f357879-ccee-4927-98c1-
7bb88d5dc81f/entry/april_9_2013_10_55_am1?lang=en
Check out OpenNTF.org for Applications and Ideas
http://www.openntf.org/Internal/home.nsf/home.xsp
AppDesigner by GBS (Group Business Software)
http://www.gbs.com/de/appdesigner

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What is the Social Business Toolkit (SBT)?
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Source: Presentations on Slideshare / Authors: Philippe Riand – Ryan Baxter
Leveraging the IBM Social Platform
 Social fabric integration for Partners and in-house Apps and Services
 A set of RESTful, consistent, strategic social APIs and services to
simplify development and Social capabilities to applications
– APIs based on web patterns including JSON, HTML, ATOM, REST
– Open standards ready
 Simple, easy to use – Consistent programmability, use tools you
know
 Unified integration – Build once, reuse across the portfolio
–Platform Independent – Consistency across products
 IBM Connections, Portal/WCM, Notes/Domino, Sametime...
 Hybrid deployment, on premises and cloud
– Single focus of development investments, flexibility, hybrid scenario

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Some API‘s of the SBT
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Source: Presentations on Slideshare / Authors: Philippe Riand – Ryan Baxter
Activity
Streams
Embedded
Experiences
Share Box
Collaboration
- email
- Communities
- Activities
- File sharing
-
Wikis, forums, blogs
- ...
Unified
Communication
New APIs and services designed to help
developers build
unified user experiences
and
consistent extensibility
independent of product, delivery model
(cloud, on-premises), and client type
(desktop client, browser, mobile)
Unified APIs for the IBM Social Business Toolkit

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Social API Growth
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Source: Presentations on Slideshare / Authors: Philippe Riand – Ryan Baxter
2005 2006 2007 2008 2009 2010 2011 2012
0
50
100
150
200
250
300
350
400
450
500

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Most used API‘s 2012
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Source: Presentations on Slideshare / Authors: Philippe Riand – Ryan Baxter

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USE! Open Standards
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Source: Presentations on Slideshare / Authors: Philippe Riand – Ryan Baxter
IBM leads with Open Standards
Maximizing integration possibilities
 Enabling the next generation of socially-enabled
solutions to enhance customers' existing investments
and heterogeneous platforms
– Focus on open standards and “loosely coupled” web-centric
architectures
 A commitment to drive and leverage open standards
– Maximize choice, flexibility, and ease of integration
– Drive enterprise innovation and leverage rapid innovation on the
public web
– Minimize incremental cost of targeting additional desktop and
mobile platforms
– Leverage dominant skill-sets based around web technologies

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GBS AppDesigner
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„The GBS AppDesigner closes the gap in Social Business
between the collaboration of employees and the use of
business applications. For the first time, the intuitive
development and deployment of web applications by
employees without IT knowledge is possible.“
GBS AppDesigner – Your Way to Social Apps

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GBS AppDesigner Features
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 Simple and robust
 100% web-enabled application development for operational departments
 Support for custom workflows
 Integrated connection to mobile devices, e.g. Apple iPhone / iPad
 Full support for IBM Domino
 IBM Connections integration
 Support for standards such as BPMN 2.0, XForms, and HTML5 web services
 Tools (Workflow / Forms Modeller) running on Java stack
 Workflow Engine is available for IBM Domino and IBM Websphere / JBoss

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5 Simple Steps to your Social Application
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1. Create Forms
2. Model the Workflow
3. Integrate Social Business Platforms
4. Deploy Applications
5. Use Applications

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Step 1 Create Form
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Step 2 Model the Workflow
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Step 3 Integrate into Social Platform
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Step 4 Deploy Application
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Step 5 „Use Application“
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The Future of GBS AppDesigner
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Launch
at CeBIT 2013
Beta Program
Q3 2012
Pilotdesign
Q 4 2012
Development
Q3/Q4 2013
 Native Java EE / Websphere /
Connections interface
 iOS/Android support
 SaaS Version

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Please visit us at the exhibition
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..and take your Chance in winning a brandnew
iPad Mini

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Any questions?
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Roman Weber
CEO
Phone: +41 44 727 93 04
Mail: roman.weber@webgate.biz
Twitter: @romanWebGate
Christian Güdemann
CTO
Phone: +41 44 727 93 08
Mail: christian.guedemann@webgate.biz
Twitter: @guedeWebGate
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