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bwcon Technologies and Innovations for Baden Württemberg in Dialog at IBM, April 2012. Social Collaboration & Social CRM in the Secure Cloud today IBM SmartCloud Engage with SUGARCRM Social CRM
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Social Collaboration & Social CRM in the Secure Cloud today
IBM SmartCloud Engagewith SUGARCRM Social CRM
bwcon: Technologies and Innovations for Baden Württemberg in Dialog @IBM “Cloud Computing”, 2012/04/23Friedel Jonker, Business Development Manager IBM & SUGARCRM Global Alliance
© 2012 IBM Corporation
Friedel Jonker, Business Development ManagerIBM & SUGARCRM, Global AllianceIBM Software Group
Career History and Education2008- 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
© 2012 IBM Corporation2
� 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
Languages and Profile
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
Database Marketing (1994-2000)· Neue Informationsqualität für das VISA Kartenmanage ment 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 übe rdurchschnittlichem Markterfolg, in: Cognos- Kundenmagazin· Case Study Präsentation C3M-Eagle, marcusevans, FoCus Gipfel CRM, Montreux, 19.-21. Januar 2003· Erfolgreiches Customer Relationship Management bei de r Deutschen Leasing AG , Nordakademie, Elmshorn, e-think-tank, Februar 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 Verbind ung , 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
References 1994-2012
References –Literature and Presentations 1994-2012
© 2012 IBM Corporation3
· 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 U nternehmensführung der Deutschen Leasing AG -7P Pro gramm für erfolgreiche CRM-Programme –Position_Path_Portfolio_Program_People_P rogress_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 2007Multichannel Customer Management (2008-2010)· Vom Callcenter zum Intelligent Multichannel Custom er Management Center , IBM Callcenter Circle, Hamburg HASPA, Mai 2008 · Business Intelligence und Performance Management in der Finanzverwaltung , IT & Business Messe Stuttgart, October 2009
http://fjonker.wordpress.com/2009/10/12/it-business-cio-des-bundes-bei-ibm-cognos/ , Staatssekretär Dr. Hans Bernhard Beus, CIO des Bundes· Neue Technologien schaffen eine Demokratisierung de r Information, Initiative Mittelstand
http://www.imittelstand.de/themen/topthema_100288.html , 16.11.2009Integrated Realtime Corporate Management (2010-2010 )· 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 2010Social 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, IBM Partner Event, Kaprun, März 2012
Analytics CloudSocial Mobility
The disruptions leading to Social Business in the Cloud
Global
© 2012 IBM Corporation4
Security
Global
Markets
Cloud
Analytics /
Big Data
Social
PersonalSocial
Business
Mobile Enterprise
growth!
Developments leading to Open and Secure Cloud Computing
Secure Cloud Computing - Developments
� Standardization� Modulization� Outsourcing� ...
� Web 2.0, Social Media (z.B. Twitter, Facebook, ..)
� Intuitive, easy, flexible, fast� and always on Consumer,
„Digital Natives“� ...
„Industrialization „Industrialization of IT“of IT“
Changes of ITChanges of IT--Users/UsingUsers/Using
© 2012 IBM Corporation5
!
� ...
� Virtualization� Storage-Solutions� Automation� Container IT� Grid Computing� ....
� Universal Singel Point Access� Internet-Bandswitches � Internet-Availability� ....
Open and Secure Cloud Computing
ITIT--InfrastructureInfrastructure--DevelopmentsDevelopments
WebWeb--TechnologiesTechnologies
One Development was not enough to drive Open and Secure Cloud Computing. It´s the Intelligent Holistic Integration of new Information Technologies together with Changes of IT Users/Using that drives Open and Secure Cloud Computing.
Cloud is a Priority for Our Customers and IBM
One of 4 key growth plays on IBM's roadmap
80% of Fortune 500 use IBM Cloud Computing
© 2012 IBM Corporation6
Cloud Computing
IBM SmartCloud - Helping our customers rethink IT and reinvent business
Foundations Services Solutions
Social Business is Key to IBM's Growing Portfolio of SmartCloud Business Solutions
Social BusinessSmarter Commerce
© 2012 IBM Corporation7
Business Analytics & Optimization Smarter Cities
Topology
Software
Integrated AppsHigh value 3rd party applications with obvious and intuitive business value, dedicated to streamlining business.
FeaturesEnterprise-ready collaboration and communication software, includingE-mail and online meetings.
Services
© 2012 IBM Corporation8
Software Services
MobileBroad and thoughtful mobile support across a range of devices and platforms.
LabsCutting-edge social and collaboration projects from world-class IBM research.
ServicesConvenient packages of the most sought after technologies designed to meet your social business needs.
SmartCloud Integrated Apps Infuse Social Capabilities into Business Processes
B2B Commerce Digital SigningSocial CRM ManagingProjects coming Q4
© 2012 IBM Corporation9
CollaborativeFile Viewing
Policy-Document Compliance Archiving
SchedulingMeetings Talking
CollaborativeDoc Editing
SUGARCRM on IBM SmartCloud
© 2012 IBM Corporation10
Advanced CRM for small and medium-sized businesses
Advanced CRM for businesses with offline mobile requirements
$360 / user / year $540 / user / year
SUGARCRM Subscriptions
© 2012 IBM Corporation11
Sugar Editions
CRM for the most demanding business
Ultimate CRM solution for the global, mobile, social business
$1,200 / user / year$720 / user / year
SUGARCRM General Editions Guideline Part 1 Overview ($/User/Year)http://www.sugarcrm.com/crm/products/editions.html
Professional Corporate Enterprise Ultimate
$360 $540 $720 $1,200
© 2012 IBM Corporation12
5 – 50 seat customers
500 – 5,000 seat customers
50 – 500 seat customers
SUGARCRM General Editions Guideline Part 2 + IBMhttp://www.sugarcrm.com/crm/products/editions.html
Cast Iron Connections Coremetrics Cognos SPSS Unica
© 2012 IBM Corporation13
IBM SmartCloud Engage -Collaborating with your customers
“Pursue customer collaboration to increase retention, improve satisfaction, and offer additional revenue opportunities” (Forrester Research)
� Do more with less
© 2012 IBM Corporation14
� Differentiate ourselves from the competition and show value
� As IBM roles and customer roles change, make it easier to bring new players up to speed
Delivers integrated online social networking and collaboration tools so you can work smarter before, during and after your meeting.
IBM SmartCloud Engage
·Work beyond company boundaries.
·Share information more easily with customers, suppliers and business partners.
·Securely connect from anywhere,
·No mining of your data for advertising or other purposes.
·Seamless capability for integrating your on-premise (e.g. .Net, Java, Domino, SUGARCRM, SAP, Filenet, etc.) and
Benefits Differentiators
© 2012 IBM Corporation15
·Securely connect from anywhere, anytime via a Web browser and internet connection.
·Affordable and accessible pricing.
·Lower up-front investment.
·No IT staff required for implementation.
·Extremely easy to acquire.
·Work-ready integrated business applications.
·World-wide deployment available in over 20 languages.
SUGARCRM, SAP, Filenet, etc.) and cloud based applications like SUGARCRM and others.
·Built on Web 2.0 based social networking model for more effective collaboration.
Features
+ Mobile
+ Integrated Apps
Software as a ServiceCustomer makes buying decisions based on application and components
Application on Demand HostingCustomer makes buying decisions
Private Cloud
VirtualCloud
Public Cloud
IBM Strategic OutsourcingCustomer makes buying decisions based on the total solution and IBM Global
IaaS PaaS SaaS
© 2012 IBM Corporation16
based on application and components of IT Value stack are asserted by service provider.
Customer makes buying decisions based on the application and standard options.
on the total solution and IBM Global Technology Services is the integrator and manager of all solution components of IT Value Stack.
SC Enterprise SC Enterprise+ SC for Social Business
SmartCloud Notes Starting at $5
SmartCloud MeetingsStarting at $6
SmartCloud iNotes Starting at $3
SmartCloud ConnectionsStarting at $6
SmartCloud Engage Starting at $8
Free for IBMers; no VPN needed to access
1. Share files with your customers instead of sending them an email(SmartCloud Files)
2. Manage to dos, projects (like a product evaluation), events, etc. and/or
Top 3 Areas Where You Can Get Started
© 2012 IBM Corporation17 © 2012 IBM Corporation17
2. Manage to dos, projects (like a product evaluation), events, etc. and/or set up a collaborative team place(SmartCloud Activities/Communities)
3. Hold web meetings with every conference call(SmartCloud Meetings)
http://www.ibmcloud.com/social or https://www.lotuslive.com/
© 2012 IBM Corporation18
1. Share files with your customers instead of sending them an email(SmartCloud Files)
2. Manage to dos, projects (like a product evaluation), events, etc. and/or
Top 3 Areas Where You Can Get Started
© 2012 IBM Corporation19 © 2012 IBM Corporation19
2. Manage to dos, projects (like a product evaluation), events, etc. and/or set up a collaborative team place(SmartCloud Activities/Communities)
3. Hold web meetings with every conference call(SmartCloud Meetings)
© 2012 IBM Corporation20
Start sharing files in SmartCloud Files!Know who's downloaded your file and follow-up!
NO MORE MAIL JAIL!
© 2012 IBM Corporation21
1. Share files with your customers instead of sending them an email(SmartCloud Files)
2. Manage to dos, projects (like a product evaluation), events, etc. and/or
Top 3 Areas Where You Can Get Started
© 2012 IBM Corporation22 © 2012 IBM Corporation22
2. Manage to dos, projects (like a product evaluation), events, etc. and/or set up a collaborative team place(SmartCloud Activities/Communities)
3. Hold web meetings with every conference call(SmartCloud Meetings)
© 2012 IBM Corporation23
Bonus: Set Up A Community For The Customers You Really Like** or the ones you need to collaborate with the most. Note: You must first connect to your guest to add them to a community.
© 2012 IBM Corporation24
1. Share files with your customers instead of sending them an email(LotusLive Files)
2. Manage to dos, projects (like a product evaluation), events, etc. and/or
Top 3 Areas Where You Can Get Started
© 2012 IBM Corporation25 © 2012 IBM Corporation25
2. Manage to dos, projects (like a product evaluation), events, etc. and/or set up a collaborative team place(LotusLive Activities/Communities)
3. Hold web meetings with every conference call(LotusLive Meetings)
Host's view in leading a web conference
© 2012 IBM Corporation26
Integration points for Meetings with Lotus Notes
Configure your Calendar and get the sidebar:http://www-10.lotus.com/ldd/bhwiki.nsf/dx/The_LotusLive_Meeting_Plug-
in_for_Sametime_and_Lotus_Notes.
© 2012 IBM Corporation27
Attend a meeting from your iPhone, Android, or BlackBerry
� My Meetings, list of recent meetings/saved meeting information
� SmartCloud Mobile Meeting for iOS, BlackBerry, and Android� See the full presentation, and
application sharingRaise your hand
© 2012 IBM Corporation28
� Raise your hand� Move to previous slides or reset to
current slide� See a list of attendees� Zoom in and zoom out� Over AT&T 3G, Verizon/Sprint 4G,
or WiFi you can be dialed into an audio bridge and the web conference at the same time
What’s in for IBM Business Partner ?
Implementation
Support Support
60%
70%
80%
90%
100%
YourBusiness
Model
© 2012 IBM Corporation29
Software License Software License
Infrastructure
Infrastructure
Implementation services
Implementation services
0%
10%
20%
30%
40%
50%
60%
Revenue Margin
1. Share files with your customers instead of sending them an email(SmartCloud Files)
2. Manage to dos, projects (like a product evaluation), events, etc. and/or
Top 3 Areas Where You Can Get Started
© 2012 IBM Corporation30 © 2012 IBM Corporation30
2. Manage to dos, projects (like a product evaluation), events, etc. and/or set up a collaborative team place(SmartCloud Activities/Communities)
3. Hold web meetings with every conference call(SmartCloud Meetings)
SugarCRM: 8,000+ Customers in 80+ Countries
© 2012 IBM Corporation31
Real Connections· The Need:
· RealConnections and THINNC, the company’s consulting group, serve large consulting clients and cloud-services customers. They were using Salesforce for CRM, but needed a solution that was easier to integrate with various cloud tools such as LotusLive, offered mobile capabilities, and had better pricing.
· The Solution:
· After evaluating several CRM they chose Sugar Corporate On-Demand with Sugar Mobile Plus, which enables access from a smartphone or tablet. And, for quick online meetings, RealConnections integrated Sugar with
“When we share documents like proposals and presentations, what we shared and who shared it becomes part of the customer opportunity in Sugar,”
© 2012 IBM Corporation32
And, for quick online meetings, RealConnections integrated Sugar with IBM LotusLive. Sugar manages all the company’s customer contacts and opportunities and provides additional insight about customers and prospects through its integration with Twitter and LinkedIn.
· The Benefits:
� Provides excellent visibility into customer interactions as well as control over sales and service processes.
� Optimized the company’s campaign marketing
� Mobile capabilities are time saver
� Migrating the data was about one third of what they spent on Salesforce. Plus, now their data is better and they use more CRM functionality for significantly less money.
opportunity in Sugar,” Vos says. “For the customer, the meeting is simply an open discussion, but on our end we know exactly who was involved, what was shared, and at what stage in the sales cycle.”
—Eric Voss, Founder, RealConnections
© 2012 IBM Corporation33
Why IBM
Social business leadership: IBM created the category for social business four years ago with IBM Connections -- the “first-ever social software platform for business." IDC ranks IBM number one in worldwide market share for social platform software for 2009 and 2010.*
Enterprise-class solutions: IBM has built the SmartCloud with
© 2012 IBM Corporation34
Enterprise-class solutions: IBM has built the SmartCloud with enterprise-level security, reliability and scalability as inherent design factors – versus adding security and scalability to consumer-grade products.
End-to-end cloud service: IBM uses its own pre-integrated, best-in-class software as well as in-house application and cloud services to offer clients one point of contact for the total solution.
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 ☺.
© 2012 IBM Corporation35
The Sweeter RoadMicrosoftOracleSFDC
© 2012 IBM Corporation36
DEMO time!
© 2012 IBM Corporation37
and
SUGARCRM on IBM helpful Web-LinksSUGARCRM on IBM Landing Pagehttp://www.sugarcrm.com/crm/content/become-smarter-business-sugarcrm-ibm
SUGARCRM Editions Pagehttp://www.sugarcrm.com/crm/products/editions
SUGARCRM SUGARFORGE Communityhttp://www.sugarforge.org/
SUGARCRM Exchange – THE SUGARCRM MARKETPLACEhttp://www.sugarexchange.com/
© 2012 IBM Corporation38
SUGARCRM Universityhttp://www.sugarcrm.com/university/
SUGARCRM on IBMSmartCloud Selling Community (By access request)https://apps.lotuslive.com/communities/service/html/communityview?communityUuid=c1e9527e-044e-4517-9387-60e02876f49f
SUGARCRM Iscon-Demo-Page: Username: demo Password: demohttp://demo.iscon.at/index.php?action=Login&module=Users&login_module=Home&login_action=index
IBM Social Business SmartCloud http://www.ibm.com/cloud-computing/social/us/en/
Try SmartCloud at No Charge for 60 Days: https://www.ibm.com/cloud-computing/social/us/en/
© 2012 IBM Corporation39
Questions?
??Vragen
Ερωτήσεις Fragen
问问问问题题题题
問問問問題題題題 ְׁשֵאלֹות
© 2012 IBM Corporation40
??
?Domande
Preguntas
Perguntas質質質質問問問問
题题题题
Questions
Cwestiwn
Contact Details
Friedel JonkerDipl.-KaufmannBusiness Dev. ManagerIBM & SUGARCRMIBM Software Group
Wilhelm-Fay-Strasse 30-34D-65936 Frankfurt
Phone (+49)-69-6645-1227Fax (+49)-69-6645-5640
© 2012 IBM Corporation41
IBM Software Group Fax (+49)-69-6645-5640Mobile (+49)[email protected]
More information from IBM and me. Look at Xing, Linkedin, Youtube, Twitter, Scribd, Slideshare and Lotus Greenhouse.
Join my Networks as Philip Kotler (North.West.Uni), Manfred Krafft (WWU Münster), Thomas H. Davenport (Babson College), Peter Weill (MIT), Jeanne W. Ross (MIT), 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)Chuck House (Stanford Uni.), Thomas Hutzschenreuter (WHU), Gunter Dueck (IBM), David Croslin and other leading Thinkers and Practitioners have already done it.
Business is People ☺
Selection of Companies on my Networks:
3M, Amadeus, Ameriprise, Booz & Company, Citigroup,
Daimler, Deutsche Bank, Deutsche Telekom,
Deloitte & Touchee, Ernst & Young, IBM, Lufthansa,
McKinsey, Nokia, O2, REWE, Samsung, Siemens, Swissc ard,
Thomas Cook, TUI, Vodafone, Volkswagen and more.
Legal disclaimer
© IBM Corporation 2012. All Rights Reserved.
The information contained in this publication is provided for informational purposes only. While efforts were made to verify thecompleteness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreementgoverning the use of IBM software.
References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results.
Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will experience will vary depending upon many factors, including considerations such as the
© 2012 IBM Corporation42
throughput or performance that any user will experience will vary depending upon many factors, including considerations such as the amount of multiprogramming in the user's job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve results similar to those stated here.
All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer.
IBM, the IBM logo, Lotus, Lotus Notes, Notes, Domino, Quickr, Sametime, WebSphere, UC2, PartnerWorld and Lotusphere are trademarks of International Business Machines Corporation in the United States, other countries, or both. Unyte is a trademark of WebDialogs, Inc., in the United States, other countries, or both.
Adobe, the Adobe logo, PostScript, and the PostScript logo are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States, and/or other countries.
Java and all Java-based trademarks are trademarks of Sun Microsystems, Inc. in the United States, other countries, or both.
Microsoft and Windows are trademarks of Microsoft Corporation in the United States, other countries, or both.
Intel, Intel Centrino, Celeron, Intel Xeon, Intel SpeedStep, Itanium, and Pentium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries.
UNIX is a registered trademark of The Open Group in the United States and other countries.
Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both. Other company, product, or service names may be trademarks or service marks of others.
© 2012 IBM Corporation43