SUGARCRM EMEASUGARCRM on IBM

Journey Guide2012/02/24

Those will not reach the destination, who do not know where the journeywill go. Michel de Montaigne

Friedel JonkerBusiness Development Manager

IBM & SUGARCRMjonker@de.ibm.com , Friedel.Jonker@sugarcrm.com

Friedel Jonker, Business Development ManagerIBM & SUGARCRMIBM 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

� 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, 1994Database Marketing bei der Deutschen Leasing AG, in: Jahrbuch 2000, Deutscher Direktmarketing Verband e.V.

CRM (2001-2007)Von Database Marketing zum CRM, in: Computerwoche, 19/2001Customer Relationship Management, Bericht über das Deutsche Leasing CRM-Projekt, in: GoAhead 9/2001, CSC- PloenzkeCRM – die nächste Generation, Interview mit Friedel Jonker, in: Computerwoche, 33/2002Mit intelligentem Database Marketing und CRM zu übe rdurchschnittlichem Markterfolg, in: Cognos- KundenmagazinCase Study Präsentation C3M-Eagle, marcusevans, FoCus Gipfel CRM, Montreux, 19.-21. Januar 2003Erfolgreiches Customer Relationship Management bei de r Deutschen Leasing AG , Nordakademie, Elmshorn, e-think-tank, Febraur 2003Konflikte zwischen Vertrieb und Vertrag lösen, in: Praxismagazin für Marktkommunikation der Sparkassen-Finanzgruppe, 2004, 11. Jahrgang, Nr. 5, S 38 ff

References 1994-2012

References –Literature and Presentations 1994-2012

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 , 23.03.2005Deutsche Leasing Gruppe: Mit Siebel/Oracle CRM-Syste m das Neugeschäft jährlich um durchschnittlich 12 Proz entgesteigert, in: Oracle Customer Snapshot Juli 2006CRM als strategisches Element der wertorientierte U nternehmensführung der Deutschen Leasing AG -7P Pro gramm für erfolgreiche CRM-Programme –Position_Path_Portfolio _Program_People_Progress_Performance, marcusevans, FoCus Gipfel CRM, Montreux, 14.-16. Februar 2007Case 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 Custom er Management Center , IBM Callcenter Circle, Hamburg HASPA, Mai 2008 Neue Technologien schaffen eine Demokratisierung de r 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 2010Integrierte 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 IBMSUGARCRM on IBM

The disruptions leading to Social Business

Analytics CloudSocial Mobility

Global

http://www.edelmandigital.com/2010/04/21/social-bus iness-planning-aligning-internal-with-external/

Follow The Money –Forrester Research Interactive Ad vertising

CIO Strategies

Ranking of business strategies CIOs selected as one of their top 3 in 2011 and projected for 2014

Ranking of business strategies CIOs selected as one of theirTop 3 in 2011 and projected for 2014

Source: Gartner, Reimagining IT: The 2011 CIO Agenda

CMOs plans to increase or decrease the us of the fol lowing tools/technologies over the next 3-5 years (CMO Stu dy 2011)

50%Social media

Mobile applications

Content management

Customer analytics

CRM

Majority of CMOs are eager to deploy tools and tech nologies to grapple with growing volume, velocity and variet y of data(CMO Study 2011)

Plans to increase the use of technologyPercent of CMOs selecting technologies

82%

81%

81%

80%

73%Content management

Tablet applications

Single view of customer

Collaboration tools

Predictive analytics

Search engine optimization

Reputation management

Campaign management

Score cards/dashboards

E-mail marketing

Source: Q22 Do you plan to decrease or increase the use of the following technologies over the next 3 to 5 years? n=1616 to 1671

73%

72%

70%

68%

66%

63%

62%

61%

56%

46%

As a result, cloud is an increasingly attractive me ansof creating and delivering IT services.

Value delivered

Change management

Test provisioning

Install database

Install of operating system

From traditional To cloud

Months

Weeks

1 day

1 day

Days or hours

20 minutes

12 minutes

30–60 minutesInstall of operating system

Provisioning environment

Design and deploy business applications

1 day

▄

Months

30–60 minutes

51% cost savings

Days/Weeks

“Our commitment to informed decision making led us to consider private clouddelivery of Cognos via System z, which is the enabling foundation that makespossible +$20M savings over 5 years.”

– IBM Office of the CIO

Social Business Profit: McKinsey, eMarketer about Web2.0 and Social Media

SUGARCRM on IBM -Leadership

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

SugarCRM on IBM Open Social Business Platform

CloudMobile

Ecosystem Social

IBM and SugarCRMOpen Social

Business Platform

SUGARCRM on IBM -Integration with your social

networks, applications and devices of your choice

SugarCRM on IBM

Ready to Start Integrations for the Social Business

RUN ANYWHERE• Any Device

SUGARCRM on IBM Run Anywhere

• Any Device• Any Platform• Any Cloud

On Site

SUGARCRM on IBM Social Business is Key to IBM's Gro wing Portfolio of SmartCloud Business Solutions

Social BusinessSmarter Commerce

Business Analytics & Optimization

SUGARCRM on IBM WebSphere Commerce

Integrated brand experience to meet consumer shopping needs across all channels:

• Consistent promotions across Store, Mobile, Web, and Catalog

• Buy On Mobile / Buy Online, Pickup in Store

• Mobile SMS for Order Status, text to bring purchase to your car

Browse Catalog Product Detail Ratings & Reviews

Compare Products

Search Products

Add to Cart Select Pickup Store & Checkout

View Order Confirmation

IBM WebSphere Commerce provides the underlying e-commerce platform behind the cross-channel shopping experience

SUGARCRM on IBM –Integration with LotusLive – A Broad Portfolio of Cloud-Based Offerings

LotusLive Notes An online version of IBM’s popular Lotus Notes email and calendaringand scheduling product

LotusLive Engage An integrated suite of tools that combines your business network with collaboration and conferencing services

Web ConferencingWeb Conferencing CollaborationCollaboration eMaileMail

LotusLive Meetings A full-featured, easy-to-use Web conferencing service

LotusLive Events Provides tools to create, manage and conduct webinars for up to 999 attendees

LotusLive Connections Combines your business network with collaboration services

services

LotusLive iNotesWeb-based messaging service for e-mail and personal calendar

Work with anyone from anywhere – all with IBM's focu s on security, reliability and enterprise integration

Home pageSee what's happening across your social network

CommunitiesWork with people who share common roles and expertise

FilesPost, share, and discover documents,

ProfilesFind the people you need

Social AnalyticsDiscover who and what you don’t know via recommendations

A series of social capabilities...which can be used on their own, or together …or as a way to make other applications more social

SUGARCRM on IBM in the box

BlogsPresent your own ideas, and learn from others

Post, share, and discover documents, presentations, images, and more

Micro-bloggingReach out to your social networkWikis

Create web content together

ActivitiesOrganize your work and tap your professional network

BookmarksSave, share, and discover bookmarks

ForumsExchange ideas with, and benefit from the expertise of others

Social Dashboard� Morning Report style user

interface keeps track of upcoming events and relevant activity throughout LotusLive

� Core LotusLive services and integrated 3rd party business

SUGARCRM on IBM –Social Dashboard

applications seamlessly integrate into the activity stream

� Share box allows you to immediately share content from anywhere within LotusLive

� Secure file-sharing

� Gather the e-mails, IM chats, documents, messages, and other information that you and your team need to accomplish a project

� Assign To Dos to project members

SUGARCRM on IBM –Activity Stream

� Customize and organize an activity with sections

� Create an activity for use by the members of a community

� Create Activity Templates to capture and reuse best practices

SUGARCRM on IBM Cognos Smart Analytics Cloud

Unified Workspace across multiple styles of analysis

SUGARCRM on IBM -Integrated Realtime Corporate Management/Cognos (IRCM) to lead your Business to Su ccess

styles of analysis

Business Business Business Business

InsightInsightInsightInsight

Analytical ReportingDrill

Trending Slice and Dice

Scenario ModelingWhat-if

Advanced AnalyticsWhat might be

Reports

IBM Cognos

IBM Cognos 10 BI Connections/LotusLive (LL)

Integration of IRCM with Connections/LotusLive to Drive Business Value

Ad-hoc queries

Analysis

Dashboards

IBM Cognos

Connection/LL

Integration

CommunitiesBookmarks

Activities Profiles

Wikis

FilesBlogs

IBM Social Business Toolkit APIs

IBM Value-added Modules

IBM Social Business Core Modules

Partner Value-added Modules

Commerce BusinessAnalytics

EnterpriseContent Mgmt

Social Analytics Business Process Mgmt

ApplicationIntegration

PublicSocial Networks Rich Media Social

Applications

ArchivingCompliance &

Discovery Gaming

SUGARCRM on IBM –Social Business Toolkit API Development Framework

IBM Social Business Core Modules

Profiles Communities Presence, Chat& Telephony

Social Collab.Services Microblogging Meetings &

Audio/Video

Messaging &PIM

Workflow &Forms Portal

Document Management Mobile Connectors

SocialCRM & BI

SUGARCRM on IBM –Open API● Published REST API for data interchange with each service

─ Homepage, Profiles, Communities, Bookmarks, Blogs, Activities, Files, Wikis – all supported

● Common behavior across services─ API Version

─ Authentication

─ Common Entry types / Resources

● Open API for creating your ● Open API for creating your own widgets

● Check out the catalog for applications which IBM, partners, and individuals have submitted

• Ecosystem of integrated ISV applications enable end-to-end solutions

• OpenSocial REST APIs and extension

SUGARCRM on IBM –An Extensible Open ISV Integration Platform

APIs and extension points

• Standards-based authentication, encryption and single sign-on

• Link enterprise or ISV applications to the Social Business cloud

LotusLive Services

Social Business Toolkit

Partner Services

SUGARCRM on IBM -Integrated Offerings

Integrate withCognos for BISPSS for advanced analyticsUnica for Marketing automationLotusLive for collaborationConnections for collaborationLotus Notes for emailCastIron for web integration

ConnectionsLotusLiveLotusNotes

CastIron for web integration

Deploy in the cloudIBM SmartCloud Enterprise

Deploy on-premiseSeries iSeries pSeries x

Database DB2Services from IBM GBS

• increase customer retention

• attract new customers

• maintain competitive advantage

Advantage

Why SUGARCRM on IBM for Social Business

IBM delivers social solutions that connect people both inside and outside your company

IBM connects social and IBM connects social and collaborative capabilities across all business processes

IBM and SugarCRM deliver Social Business on-premise and in the cloud

Advantage

• Open collaboration

• among employees • and with external parties

• social networks of choice

Open SocialConsumer

SUGARCRM on IBM - Technology Roadmap

SameTime

Cognos

eCommerce

Sug

ar 6

.6

Social

Business

Activity Streams

Forecasting

Sm

arter C

omm

erceUnicaPRM

p, x, i series & SCE

AIX or Linux

DB2

Lotus

Connections

Sug

ar 6

.4

Sug

ar 6

.5

Core

TechnologiesS

ocialB

usiness

Offline Client

Open SocialProducer

UI Enabled for Vulcan

Advanced CRM for small and medium-sized businesses

Advanced CRM for businesses with offline mobile requirements

$360 / user / year $540 / user / year

Sugar Subscriptions

Sugar Editions

CRM for the most demanding business

Ultimate CRM solution for the global, mobile, social business

$1,200 / user / year$720 / user / year

General Guidelinehttp://www.sugarcrm.com/crm/products/editions.html

Professional Corporate Enterprise Ultimate

$360 $540 $720 $1,200

5 – 50 seat customers

500 – 5,000 seat customers

50 – 500 seat customers

Why SUGARCRM on IBM for Social Business in the Cloud

End-to-End Cloud Services

Social Business Leadership

End-to-end cloud service

Social Business Leadership

Enterprise-Class Solutions

Go for Social Business with SUGARCRM on IBMGo for Social Business with SUGARCRM on IBM

• IBM Customer Experience Suite

• WebSphere Portal

• IBM Connections• IBM FileNet• IBM Quickr

Corporate Corporate Social Social

NetworkNetwork

Exceptional Exceptional Web Web

ExperienceExperience

SUGAR ON IBMWhitepaper

• IBM Sametime• IBM Sametime

Unified Telephony

• IBM Cognos Consumer Insight

• Partner-Lösung: Actience Vantage

WebWeb--MeetingMeeting

ChatChatTelephonyTelephony

Social Social Media Media

Monitoring / Monitoring / ComplianceCompliance

Social Business and Social CRM

Have a vision

Choose an Open CRM System

Enable a flexible, Cloud 2.0 infrastructure

Integrate with all your business software applications

Integrate with the social media networks used by your customers

The Sweeter RoadMicrosoftOracleSFDC

SugarCRM: The World’s Fastest Growing CRM Company

Business

The world’s fastest growing CRM company

$46M in financing from NEA, DFJ, and Walden Intl.

Founded April 2004; 200 Employees; Cupertino, CA

Market Traction

SugarCRMNet Promotor Score

8,000+ customers in 70+ countries

800,000+ users on 70,000+systems

Over 9M downloads of Sugar Community Edition

220+ partners on five continents

Growth/Momentum

Cash flow positive since Sept 2010

Over 52% billings growth FY 2010 vs FY 2009

More than 2,200 new customers in FY 2010

SugarCRM: 8,000+ Customers in 70+ Countries

Contact Details

Friedel JonkerDipl.-KaufmannBusiness Dev. ManagerIBM & SUGARCRMIBM Software Group

Wilhelm-Fay-Strasse 30-34D-65936 Frankfurt

Phone (+49)-69-6645-1227Fax (+49)-69-6645-5640IBM Software Group Fax (+49)-69-6645-5640Mobile (+49)-160-9638657Jonker@de.ibm.com

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.