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Opening Keynote: April 24

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Opening Keynote: April 24

  1. 1. 1©2012 SugarCRM Inc. All rights reserved.
  2. 2. The Future of CRM is Open Larry Augustin, CEO4/30/2012 Copyright © 2011 SugarCRM, Inc. All rights 10
  3. 3. What are the four key technology trends today?05/08/0911 ©2009 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
  4. 4. Mobile Social Cloud Big Data05/08/0912 ©2009 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
  5. 5. Linux 91.5% Windows 8.5%4/30/2012 ©2009 SugarCRM Inc. All rights reserved. 13
  6. 6. Mobile14 ©2009 SugarCRM Inc. All rights reserved. 05/08/09
  7. 7. 20 15 0 30 45 50 25 5 10 40 35 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10 Dec-10 Jan-11 Smartphone Market Share Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11Source: comScore reports 2009 - 2011 RIM Palm Apple Other Google Symbian Microsoft
  8. 8. Open Source Enables Android
  9. 9. Open Source Enables iPhone
  10. 10. Open Source Enables Mobile
  11. 11. Mobile is built on and with Open Source05/08/0919 ©2009 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
  12. 12. Social05/08/0920 ©2009 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
  13. 13. Social Networking
  14. 14. Facebook 800,000,000 users as of Dec 31, 2011 Over 11% of the world population…
  15. 15. LinkedIn 150,000,000 users as of Dec 31, 2011 2% of the world population…
  16. 16. Twitter 450,000,000 users as of Dec 31, 2011 6.5% of the world population…
  17. 17. Social Networking
  18. 18. Social is built on and with Open Source05/08/0926 ©2009 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
  19. 19. Cloud05/08/0927 ©2009 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
  20. 20. What are Cloud Service Providers Using? Provider Built On Makes Available 4/30/2012 ©2007 SugarCRM Inc. All rights reserved. 28
  21. 21. What are Cloud Users Running? Linux 91.5% Windows 8.5% Source: Private Data4/30/2012 ©2009 SugarCRM Inc. All rights reserved. 29
  22. 22. What are Cloud Service Providers Using? Provider Built On Makes Available4/30/2012 ©2007 SugarCRM Inc. All rights reserved. 30
  23. 23. Cloud is built on and with Open Source05/08/0931 ©2009 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
  24. 24. Big Data05/08/0932 ©2009 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
  25. 25. Big Data4/30/2012 ©2009 SugarCRM Inc. All rights reserved. 33
  26. 26. Big Data4/30/2012 ©2009 SugarCRM Inc. All rights reserved. 34
  27. 27. Big Data is built on and with Open Source05/08/0935 ©2009 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
  28. 28. Mobile Social Cloud Big Data05/08/0936 ©2009 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
  29. 29. Mobile Social Cloud Big Data05/08/0937 ©2009 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
  30. 30. What does this have to do with CRM?05/08/0938 ©2009 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
  31. 31. The next generation of applications that leverage Mobile, Social, Cloud and Big Data will be built on the same technology they are05/08/0939 ©2009 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
  32. 32. The next generation of applications that leverage Mobile, Social, Cloud and Big Data will be built on the same technology they are05/08/0940 ©2009 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
  33. 33. CRM Mobile Social Cloud Big Data Open Source05/08/0941 ©2009 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
  34. 34. We Base SugarCRM on Three Principles CRM User Open Open First Cloud Ecosystem Mobile Social Cloud Big Data Open Source05/08/0942 ©2009 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
  35. 35. We Believe in… User First 4/30/2012 ©2012 SugarCRM Inc. All rights reserved. 43
  36. 36. User First 4/30/2012 ©2011 SugarCRM Inc. All rights reserved. 44
  37. 37. We Believe in… Open Cloud 4/30/2012 ©2012 SugarCRM Inc. All rights reserved. 45
  38. 38. Open Cloud 4/30/2012 ©2009 SugarCRM Inc. All rights reserved. 46
  39. 39. We Believe in… Open Ecosystem 4/30/2012 ©2012 SugarCRM Inc. All rights reserved. 47
  40. 40. Open Ecosystem Mobile Cloud SugarCRM Open Ecosystem Integrations Social 4/30/2012 ©2012 SugarCRM Inc. All rights reserved. 48
  41. 41. CRM for the Open Generation User First Open Ecosystem Open Cloud 4/30/2012 ©2012 SugarCRM Inc. All rights reserved. 49
  42. 42. The Future of CRM is Open
  43. 43. Introducing Sugar 6.5 Clint Oram, CTO & Co-founder4/30/2012 Copyright © 2011 SugarCRM, Inc. All rights 51
  44. 44. KeynoteSocial Business: The Path to Happier Customers
  45. 45. With Social Business: Reinvent the Customer EngagementProcessNigel BeckVP Business DevelopmentIBM Collaboration Solutions
  46. 46. The world is connected: economically, socially and technically employees customers partners Self-forming teams around Leading the conversations Becoming on-demand fast moving opportunities54 that define brands extensions of the © 2012 IBM Corporation
  47. 47. Is Social Business new? The application of social networking tools & culture to business roles, process and outcomes.  Share ideas, expertise, sense of purpose  Capture and analyze interactions  Delivering insights in near-real time, in context © 2012 IBM Corporation
  48. 48. Social Business is transformative for sales, marketing and customer service ... interviews with Nearly 9 in 10 CEOs nearly 220 CRM “If companies could of standout decision increase their companies, ranked makers, adding social customer retention getting closer to the features and mobile rates by 5%, they customer as the top access to CRM could grow their priority, a focus for applications boosted profits by 25% - the future. the productivity of 100%. - Frederick - IBM Global Survey sales people by 26.4 Reichheld, The of CEOs 2 percent. Loyalty Effect 3 - Nucleus Research 11 Source: Nucleus Research, Market Focus Report, The Value of Mobile and Social for CRM, March 20122 Source: IBM Institute for Business Value, Capitalizing on Complexity: Insights from the 2010 IBM Global CEO Study, May 20103 Source: Reichheld, Frederick F., The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value, Harvard Business School Press, 1996(Revised 2001) © 2012 IBM Corporation
  49. 49. Social Business leads to social selling REACH DISCOVER ACT ENGAGE © 2012 IBM Corporation
  50. 50. Social Business at work © 2012 IBM Corporation
  51. 51. Successful Strategies for forward thinking sales organizations Strategic imperatives that can strengthen your likelihood of success:  Deliver value to empowered customers  Foster lasting connections  Capture value, measure results social content analytics mobility cloudFour-fifths of respondents in the IBM Global Study of CMOs plan to use customer analytics, customerrelationship management, social media and mobile applications more extensively over the next threeto five years. 11 Source: “From Stretched to Strengthened: Insights from the Global Chief Marketing Officer Study.” IBM Institute for Business Value.October 2011. http://www.ibm.com/cmostudy2011 © 2012 IBM Corporation
  52. 52. KeynoteReality Check: Where We Are And Where We’re Headed
  53. 53. CRM Reality Check: Where We Are And Where We’re HeadedMichael Fauscette,Group Vice President, Software Business Solutions © IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12
  54. 54. Connectivity changes everythingEconomically Socially Technically © IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12 63
  55. 55. Four Forces of Industry Transformation Cloud Mobility Big Data/ Social Analytics Business© IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12 64
  56. 56. Tech + Major Cultural Shifts…• New behaviors fueled by online networks• Turning to trusted sources for advice & help• Shift of influence & relevance © IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12
  57. 57. Leads to Business Change… •Hyper-Connected •Global •Hyper-Competitive •Innovation driven •Mobile© IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12
  58. 58. Enterprise Systems© IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12
  59. 59. IDC’s Social Business ProcessesEmployee-Focused Customer-Focused Collaboration Social Commerce Brand Maintenance Customer Experience Management Supplier Networks Social Channel Response Co-Innovation Social Service Channels Innovation Management Customer Engagement Sales Intelligence Community Generated Content External Users Sales Enablement Community-Based Support Talent Acquisition Social Marketing Social Learning Social Media Creation Collaborative Project Management Supplier Networks Employee Social Network Internal Users Socialytics (network behavior, content, social data, customer behavior)© IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12
  60. 60. Systems of External Relationships•Engage Customers in OngoingConversation•Peer to Peer Support•Word of Mouth Advertising - Influence•Interact “When, Where and How” theCustomer Chooses© IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12
  61. 61. CRM Today – The Core Analytics –System of Decision Sales Marketing ServiceSystems of Transaction© IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12
  62. 62. Adding Systems of Relationship Sales Sales Intelligence Sales Enablement Collaboration© IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12
  63. 63. Adding Systems of Relationship Social Marketing Automation Marketing Customer Engagement Socialytics: Sense and Respond Collaboration© IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12
  64. 64. Adding Systems of Relationship Service Customer Communities: Peer to Peer Socialytics: Sense and Respond Collaboration “The New Marketing”© IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12
  65. 65. Processes span “firewalls” and“Labels”© IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12
  66. 66. Realities “Social Layer” (new UX – transitionary?) New App New App Stable (but Aging) “Core” New New New App App App© IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12 75
  67. 67. Next Generation Module Module Module Next Generation Platform Module Module Module© IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12 76
  68. 68. Social Business Maturity Model© IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12 77
  69. 69. Free IDC Social Business Research Downloads available at: http://www.idc.com/research/socialbusiness.jsp© IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12 78
  70. 70. Contact Michael Fauscette mfauscette@idc.com Twitter: @mfauscette Blog: www.mfauscette.com Social Business Community: http://idc-insights-community.com/SocBiz© 2011 IDCVisit us at IDC.com and follow us on Twitter: @IDC © IDC Apr-12
  71. 71. Keynote Panel
  72. 72. 81©2012 SugarCRM Inc. All rights reserved.

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