SUGARCRM on IBMSocial Business Overview

@ 2012

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 CRM und Sales -2 Seiten einer erfolgreichen Verbindung , im Beratungsbrief von http://www.vertriebs-experts.de , 23.03.2005

References 1994-2012

References –Literature and Presentations 1994-2012

CRM und Sales -2 Seiten einer erfolgreichen Verbindung , 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 2011SUGARCRM on IBM Social Business Overview @CeBIT 2012, Hannover, März 2012

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

The disruptions leading to Social Business

Analytics CloudSocial Mobility

Global

The value of Social Business

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; 300 Employees; Cupertino, CA

Market Traction

SugarCRMNet Promoter Score

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

IBM Partnership

PartnersGlobal Alliance MemberGoing to Market Together

CustomersGlobalGlobalMidmarket to Enterprise

ProductsSocial CRMSocial BusinessSmarter CommerceSmart Cloud

SUGARCRM on IBM Leadership in Social BusinessMarket leading technology

IBM Connections – Marketshare leader in Enterprise Social software, IDC 2011IBM Sametime - Major Player in IDC’s 2011 MarketScape for Unified Communications Voice InfrastructureIBM Lotus Live - Named in leadership quadrant of Gartner's 2011 web conferencing reportIBM SPSS - 250,000 customers in 100 countriesIBM Cognos - Market share leader in Enterprise BI Platforms, Forrester Wave Q4 2010SugarCRM - 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

SUGARCRM on IBM brings Social Business into your hands

SUGARCRM on IBM Open Social Business Platform

CloudMobile

Ecosystem Social

IBM and SugarCRMOpen Social

Business Platform

IBM on SUGARCRM Integrated OfferingsIntegrate with

Websphere for DevelopmentCognos 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

Only IBM has an Integrated Portolio of Software andConsulting Services for End to End Social Business

Bringing science to science to the art of

digital marketing

Social Sites Benchmark Dashboards

Sentimental Analysis

Relationship-Matrix

Advanced Searching

Text Mining

Flexible Integration of internaland external ressources

Intranet

Social Media Analytics to understand the Social Con nected and to develop business value driving activities.

@Birk – was noch?

Snippet Overview and Details Evolving Topics Individualized Reporting

Relational DBs (market data, studies, CRM-Sytems)

CCI

Complaint Management (Letter, Email, Fax)

Web, Blogs, News, Twitter, Boards

Call-Center Data

www.-Content

Intranet

Social Media Analytics -Social Sites Benchmark Dash board

� 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

Marketing messages and

campaigns are defined and

planned using Unica Campaign

Optimize display and search results with

Coremetrics AdTarget and Coremetrics Search

Social Media Marketing Execution –Multichannel Camp aign Management

Generate demand with Unica eMessage

(email creation, delivery, tracking

Deliver custom landing pages with targeted

messages and promotions via WebSphere

Commerce Precision Marketing

Web

MobileRetail Store Systems

Store

Insights from

social media,

third party

websites,

purchase

history ,etc

Capture responses and refine

Reports

IBM Cognos

IBM Cognos 10 BI Connections/LotusLive (LL)

Social Media Business Execution to manage internal and external planning, reporting and efficient information excha nge

Ad-hoc queries

Analysis

Dashboards

IBM Cognos

Connection/LL

Integration

CommunitiesBookmarks

Activities Profiles

Wikis

FilesBlogs

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

Social Media Business Execution to manage internal and external planning, reporting and efficient information excha nge

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 Selling with SUGARCRM on IBM brings Sales In telligence into your business

IBM´s Social Business Architecture –Building blocks

IBM´s Social Business Architecture -Flow

SUGARCRM on IBM in the cloud

Enterprise e-mail and Collaboration in the Cloud

Access your LotusLive Notes mail accountNavigation integrated into the LotusLivebrowser experience

LotusLive Activities plug-inSurface LotusLive activities in the Lotus Notes client sidebar

LotusLive Meetings plug-inLaunch your own – or join another –

LotusLive EngageStarting at US $8/User/monthAn integrated suite of tools that combines your business network with collaboration and coferencing services

CompleteComplete Launch your own – or join another –LotusLive meeting from the Lotus Notes client sidebar

Sametime communityAdd LotusLive community to your Lotus Sametime client (embedded or stand-alone) configuration

RSS feedsSurface any feed-enabled content in the Lotus Notes client sidebar

SAML-based SSO to LotusLive servicesRequires Lotus Notes 8.5.2 FP5 client

LotusLive NotesStarting at US $5/User/monthAn online version of IBM's popular Lotus Notes e-mail, calendaring and scheduling product

CompleteCompleteCollaborationCollaboration

Suite Suite –– US US $$1010/User/month/User/month

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

Sugar General Editions 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

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

Start your Social Business tranformation with IBM G BS Social Business Enterprise Strategy Accelerator and IBM End to End Social Busi ness Software today...

Only IBM combines our own experience becoming a Soc ial Business with our consulting and technology services and leading IBM & Partner s oftware to deliver a business valuedriving Social Business transformation to our clien ts.

Represents where you are in your progress toward fully implementing EMM best practices

Represents perfect implementation of all best practices

With IBM Social Business you don´t have to built th e car just select the componets, integrate them and drive the sweeter road with SUGARCRM on IBM ☺☺☺☺.

The Sweeter RoadMicrosoftOracleSFDC

IBM Coremetrics –Leader in Web Analytics

IBM Cognos a Leader in the Forrester Wave™: Enterpri se 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

IBM Unica –Leader in CRM Multichannel Campaign Mana gement

DEMO time!

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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.