This document provides an overview of SugarCRM on IBM's social business platform. It discusses IBM and SugarCRM's partnership to bring an open social business platform to customers, leveraging each company's market leading technologies and professional services. Integrated offerings combine SugarCRM, IBM Connections, Cognos, SPSS and other IBM software. The goal is to provide an end-to-end solution for social business.

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 & SUGARCRM
jonker@de.ibm.com, Friedel.Jonker@sugarcrm.com

2. Friedel Jonker,
Business Development Manager
IBM & SUGARCRM
IBM Software Group
Career 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 & Statistics
Languages 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. 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 http://www.vertriebs-experts.de , 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
http://www.imittelstand.de/themen/topthema_100288.html , 16.11.2009
Integrated Realtime Corporate Management (2009-2010)
Integrierte Echtzeit Unternehmenssteuerung (IEU), IBM Partner Channel Kick Off Berlin, Januar 2010, Salesforce.com 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. A Social Business is any company that has
integrated and operationalized social media
within every job function to generate and
implement value driving Ideas by smarter
processes and technology.
The World
of Ideas

5. The disruptions leading to Social Business
Social Analytics Mobility Cloud
Global

6. The value of Social Business

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. 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. SUGARCRM on IBM Leadership in
Social Business
Market 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 Gartner's 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
Market 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. SUGARCRM on IBM brings Social Business into
your hands

11. SUGARCRM on IBM
Open Social Business Platform
Mobile Cloud
IBM and SugarCRM
Open Social
Business Platform
Ecosystem Social

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. Only IBM has an Integrated Portolio of Software and
Consulting Services for End to End Social Business
Bringing
science to
the art of
digital
marketing

14. Social Media Analytics to understand the Social Connected and to
develop 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. Social Media Analytics -Social Sites Benchmark Dashboard

16. Social Media Marketing Execution –Multichannel Campaign
Management
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 Search
Marketing messages and
campaigns are defined and
planned using Unica Campaign
Web
Mobile
Retail
Insights from Store
social media, Systems
third party
Store
websites,
purchase Deliver custom landing pages with targeted
history ,etc messages and promotions via WebSphere
Generate demand with Unica eMessage Commerce Precision Marketing
(email creation, delivery, tracking
Capture responses and refine

17. Social Media Business Execution to manage internal and external
planning, reporting and efficient information exchange
IBM Cognos 10 BI Connections/
LotusLive (LL)
Reports
Ad-hoc queries IBM Cognos
Connection/LL Blogs Activities Profiles Files
Integration
Analysis Wikis Bookmarks Communities
Dashboards

18. Social Media Business Execution to manage internal and external
planning, reporting and efficient information exchange
A series of social capabilities...which can be used on their own, or together …or
as a way to make other applications more social
Profiles Home page
Find the people you need See what's 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. Social Selling with SUGARCRM on IBM brings Sales Intelligence into
your business

20. IBM´s Social Business Architecture –Building blocks

21. IBM´s Social Business Architecture -Flow

22. SUGARCRM on IBM in the cloud

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 IBM's 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. Sugar Subscriptions
Advanced 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. Sugar General Editions Guideline
http://www.sugarcrm.com/crm/products/editions.html
Professional Corporate Enterprise Ultimate
$360 $540 $720 $1,200
5 – 50 seat customers
50 – 500 seat customers
500 – 5,000 seat customers

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. Start your Social Business tranformation with IBM GBS Social Business Enterprise
Strategy Accelerator and IBM End to End Social Business Software today...
Only IBM combines our own experience becoming a Social Business with our consulting
and technology services and leading IBM & Partner software to deliver a business value
driving 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. With IBM Social Business you don´t have to built the car just select
the componets, integrate them and drive the sweeter road with
SUGARCRM on IBM ☺.

29. Microsoft The Sweeter Road
Oracle
SFDC

30. IBM Coremetrics –Leader in Web Analytics

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 Forrester's 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 http://www.ibm.com

32. IBM Unica –Leader in CRM Multichannel Campaign Management

33. DEMO time!
and

34. Questions?
問
題
Ερωτήσεις
Fragen
?Vragen 问
题
?
Preguntas Cwestiwn
?
Domande
質
Questions
Perguntas
問

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
Jonker@de.ibm.com
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 ☺