Pentaho Webinar Series: Changing the Game for ISVs

August 27, 2013

© 2013, Pentaho. All Rights Reserved. pentaho.com. Worldwide +1 (866) 660-7555 1

Improving User Experience of CRM/Marketing/Social Media

The Impact Embedded Analytics Can Make to Your Bottom-Line

Presenters: Kevin Dobbs, CEO, Montclare

Ben Hopkins, Product Marketing, Pentaho

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Platforms with Embedded Analytics

About Pentaho

• Recognized leader in business analytics & data integration • Subscription-based business model • Achieved critical mass:

• Over 1,200 commercial customers • Over 10,000 production deployments • Over 185 countries

• Stewardship of most important open source analytics projects

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INDUSTRY RECOGNITION OVER 160 PARTNERS GLOBALLY

Kevin Dobbs, CEO, Montclare Kevin is the founder and CEO of Montclare, a leading advisory firm exclusively focused on building profitable SaaS businesses. Kevin is an Oracle alumni who started his career working with industry icons Marc Benioff, Craig Conway and Tom Siebel. He also held executive management positions with Edify, Workscape, Kadiri and Workstream where he was responsible for developing each company’s new SaaS products and businesses. Active in the SaaS community, Kevin is frequently a speaker at SaaS and Cloud Computing industry events. He has published many popular papers on building high value SaaS businesses and is the author of the Smart SaaS blog.

Guest Speaker

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Leveraging Embedded Analytics To Gain Advantage In The CRM Market

Kevin Dobbs, CEO

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CRM Market is Hot

Even though the CRM market is maturing, the core market is still experiencing brisk growth!

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CRM market grew by 12% in 2012, 3x as fast as other application sectors

Source: Gartner, April 2013

CRM worldwide market grew from $16B to $18B attaining a 12.5% growth rate from 2011 to 2012

40% of all CRM products sold in 2012 were SaaS-based

Source: Forrsights Software Survey, Q4 2012

Adjacent Markets Are Also Growing

• Customer Support/Help Desk • Marketing • Field Services • Customer Success

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Salesforce.com Buys ExactTarget

for $2.5 Billion June 2013

Marketo Shares Pop More Than

50% in IPO. May 2013

TOA Raises $66 Million For Global

Field Service July 2013

Gainsight Raises $9 Million for

Customer Success April 2013

The CRM Trends To Watch

Trends for 2013

1. Enterprises must navigate digital disruption 2. Companies will transform to become experience-driven organizations 3. Brands turn attention to CX design 4. Untamed processes will get more attention (cross functional) 5. Agile implementation approaches will scale to enterprise level 6. Social customer engagement will move to mainstream 7. Mobile applications will empower consumers and employees 8. Marketing tech will drive customer engagement innovation 9. Navigating the customer analytics ecosystem is crucial 10. Organizations will adopt flexible CRM management practices to capitalize on SaaS 11. Customer experience disciplines will cut costs and boost profits 12. VOC programs will drive action and demonstrate results

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Many of these trends are based on advanced analytics and Big Data

Source:The Top CRM Trends for 2013, William Band, Forrester, 2013

Challenges To SaaS CRM Success

Common customer issues with all types of Sales, Marketing and Service-based products: • Data overload

• Hard to gain visibility across large amounts of data

• Tools can be complex and hard to use

• Information resides in many, disconnected systems

• Can’t easily implement newest capabilities

• Slow time to value

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Challenges Facing SaaS Companies

Leveraging external R&D team for non-core technology

• Deliver quickly; dramatically improved time to market

• Commercialized open source products, large developer community

supporting the products and increasing innovation

• Keep ISVs development team and investments smaller

• Embedded or OEM model

• Tap into needed domain expertise

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Use Cases

Marketo, Paytronix

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Pentaho Embedded Analytics at Marketo SaaS Marketing Automation Provider

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Pentaho Benefits • Go to market in just 8 weeks!

• Extended Marketo platform, resulting in new revenue stream.

• Increased functionality and compelling visualizations for end users.

Why Pentaho • Easy rebranding and integration with

Marketo’s security.

• Expert services and support enable quick go to market.

• Pentaho roadmap transparency & alignment with Marketo roadmap.

Business Challenge Wanted to add reporting, analysis and dashboard capabilities for their new module – Revenue Cycle Explorer and needed to go to market FAST!

“Looking for both a modern, flexible technology and a true partner,

Pentaho helped us meet our goal of rapid time to market and delivered a feature rich product to the market in

just 8 weeks.” --George Jaquette, SVP of Engineering,

Marketo

Pentaho Embedded Analytics at Paytronix Customer Loyalty Solutions Provider

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Pentaho Benefits • Clients can now access new customer data types in

an integrated view – including social media data

• Ability for clients to quickly react to mobile user behavior and individual store performance trends

Why Pentaho • Knowledgeable services and active

community

• Strong data integration solutions

• Multi-tenant capabilities

Business Challenge Wanted to provide clients with deeper analytics to optimize loyalty programs based on customer behavior. Also, needed a faster extract, transform, and load process (ETL).

“With Paytronix Data Insights, the Pentaho tools and our proprietary

algorithms, customers experience an 80% reduction in ETL processing time,

resulting in a self-service and cost-effective experience.”

--Andrew Robbins, President, Paytronix

Importance of Product Adoption and Consumption in the CRM Market

Kevin Dobbs, CEO

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Poll

☐ Sales Management

☐ Field Management

☐ Marketing

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What Type of Application Does Your Company Develop?

Social CRM

☐ CRM Only

☐ Vertical Application

Time

Cha

nge

Man

agem

ent

Unaware

Aware

Understand

Positive Perception

Initial Use

Adoption

Institutionalization

Internalization

Preparation

Perception

Acceptance

Commitment

Go Live

Communication

Training

Support

Source: Product Adoption and Consumption Curve. Glenn Oclassen, 2012

Delivering a Superior CRM Customer Experience Understanding the importance of adoption and consumption

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Flexible Analytics Propel CRM SaaS Products Increase Customer Adoption and Consumption

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Addressing CRM Adoption Challenges

Adding New CRM Capabilities Quickly Rate of change has increased and customers expect rapid innovation

Competitive advantages are hard to maintain

Adding complimentary capabilities; no internal expertise in areas like Analytics, BI or Big Data

Looking for new features that engage users

Support for mobile

Sin

gle

Sig

n-O

n

Inte

grat

ion

Anal

ytic

s

Mob

ile

Soc

ial

New Features “Plug & Play”

ISV SaaS Platform

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Security / SSO

Integration

Big Data

Social

Mobile

Examples of OEM Products SaaS Add-On market is growing

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Sales Use Case

How Embedded Analytics Can Help Territory Management

• In-line reporting and visualization

• Can see activity in regions/territory

• Spot trends

• Build automated reports with charts

• ‘What if’ analysis

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Marketing Use Case

How Embedded Analytics Can Help Campaign Management

• Review single campaigns or entire series of events

• Identify trends of respondents and buyers

• Understand which programs are working

• Quickly determine Customer Acquisition Costs

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Social Use Case

How Embedded Analytics Can Help Social Sentiment

• Aggregate data

• Detect patterns based on themes, geographies,

companies

• Understand which campaigns convert to leads

• See behavior of followers or social media members

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Learn More About The SaaS Model And Market

Montclare is a leading provider of SaaS resources including research, services and a SaaS-focused online community. The Montclare team has been actively involved in the SaaS industry since it’s inception, profiling leading firms, speaking at industry events and providing business guidance to a full spectrum of software companies.

The Montclare Community has been design to help software professionals gather more information about SaaS. This new beta community allows members to them watch current SaaS video content, learn what’s happening in SaaS through news feeds and information shared by industry thought leaders, they can also connect with their peers and share industry best practice ideas and information. Visit Montclare.com for more information.

The Montclare SaaS 250 is a report identifying the 250 most influential SaaS companies in the world. The document provides analysis of the industry as well as individual companies. These companies are categorized by revenue size, solution type and geographic location. The report is a critical tool for competitive analysis, go-to-market programs and market segmentation.

Montclare’s SaaS 250 is a valuable tool for software executives, investors and analysts due to it’s insight within this fast-paced market. The Report is available exclusively through the Montclare site at: montclare.com/saas250.

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Become a member for free today at montclare.com

Q & A

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© 2013, Pentaho. All Rights Reserved. pentaho.com. Worldwide +1 (866) 660-7555

Ben Hopkins, Product Marketing bhopkins@pentaho.com Tel. +1 415-525-5540 pentaho.com

Kevin Dobbs, CEO, Montclare kevin.dobbs@montclare.com Tel. +1 510-336-0019 montclare.com

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© 2013, Pentaho. All Rights Reserved. pentaho.com. Worldwide +1 (866) 660-7555

Thank You

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blog.pentaho.com @Pentaho Facebook.com/Pentaho Pentaho Business Analytics

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