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Rob Rose, Software as a Service: Understanding Hosted Web Content Management Solutions

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.. .. .. .. .. .. .. .. .. .. CrownPeak 5880 West Jefferson Blvd., Unit G Los Angeles, CA 90016 (310) 841 5920 [email protected] www.crownpeak.com
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Page 1: Rob Rose, Software as a Service: Understanding Hosted Web Content Management Solutions

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CrownPeak5880 West Jefferson Blvd., Unit GLos Angeles, CA 90016(310) 841 5920 [email protected]

Page 2: Rob Rose, Software as a Service: Understanding Hosted Web Content Management Solutions

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Content Management Delivered As an SaaSThe Dirty Little Secrets of Content Management

The CMS Services Lifecycle

How Does a CMS as SaaS Work

SaaS Myths Busted

Q&A

Page 3: Rob Rose, Software as a Service: Understanding Hosted Web Content Management Solutions

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WHAT IS SOFTWARE AS A SERVICESOFTWARE AS A SERVICE

Enabling customers to “subscribe” to software over the internet without anything to download, install or hardware to maintain.

Consumer: Hotmail, Gmail, Ebay, Google Apps, Intuit Quickbooks, Turbotax

B2B: Salesforce.com, RightNow, CrownPeak

Page 4: Rob Rose, Software as a Service: Understanding Hosted Web Content Management Solutions

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WHAT IS SOFTWARE AS A SERVICE

SOFTWARE AS A SERVICE

Page 5: Rob Rose, Software as a Service: Understanding Hosted Web Content Management Solutions

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CMS Industry: Top 10 Dirty Little Secrets10. Buying a CMS is harder than buying your first house

09. CMS vendors don’t help customers be good web site managers

08. Most implementations still go unsupported after launch

07. Open Source solves the wrong problem

06. Customers overpay for features they’ll never use, and are never delivered the services they need.

Page 6: Rob Rose, Software as a Service: Understanding Hosted Web Content Management Solutions

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05. Buying a CMS to have a better web site is like buying a mop to keep the kitchen clean

04. Implementation is easy. Management is hard.

03. Most organization have few, infrequent content users

02. Companies buy on ROI, but don’t ever measure it

01. Content migration sucks

CMS Industry: Top 10 Dirty Little Secrets

Page 7: Rob Rose, Software as a Service: Understanding Hosted Web Content Management Solutions

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CMS Services Lifecycle – 18 MonthsPlanning Implementation Ongoing Support & Management

TIME

EFFO

RT

New SiteSections

Web SiteRedesign

NewStaffMember

Technology / Infrastructure Management

1 Month 3 Months 14 Months

Page 8: Rob Rose, Software as a Service: Understanding Hosted Web Content Management Solutions

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91% of Support Requests Unrelated to Software!6% 3%

44%

20%

17%

10% Software Issues

Bug Reports

Template Changes

Config Changes

Training

Non-CMS (HTML,Integration)

Page 9: Rob Rose, Software as a Service: Understanding Hosted Web Content Management Solutions

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Buy and install hardware, firewalls

Setup and manage the software, hardware, network

Manage security, disaster recovery, backups, replication

Troubleshoot problems with the environment, database and application

Patch and upgrade the software, test and release the upgrades

Have an expert sitting around, ready to modify a template, change a workflow, or trouble-shoot an end-user problem 24-7

Implement new projects, do site redesigns, integrate with other applications

Support and Management Tasks

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CrownPeak CMS

Database CMS

2. Work with theContent within SaaS.

How CMS as a SaaS Works…CMSUser1. Access

CP UsingA Web Browser

Draft

Pending

Approved

Live

3. CMS Manages content through workflow where it Is readied for publishing….

Latest Press Releases more...

11/29/2001 EASIX chosen as total system supplier for 4th Koala Exploration in Australia

11/28/2001 New Technology for Data Mining Introduced.

11/20/2001 Review, the aluminum-air batteries for cell phones

Most Recent White Paper

Assessment of Indicators and Components for DDI

Web Hosting

4. Content isPublished to hosting environmentand served up to visitors.

Internet

Page 11: Rob Rose, Software as a Service: Understanding Hosted Web Content Management Solutions

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Simple Formula: ASP ≠ SaaSInstalled is installed – no matter where it’s hosted

Consider a few differences & challenges: You’re buying two solutions – the CMS solution & the hosting vendor

You’re still working on the CMS vendors upgrade cycleCross your fingers that the expertise remains with the hosting vendor

A true SaaS is multi-tenant – every customer is on the same version of the software. It’s all they do.

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SaaS Isn’t Always The Right Choice:When the content can’t reside outside the firewall. HIPAA, COPPA, Commerce Information

When the application is unique/core to the organization Examples: Amazon.com, Orbitz, AutoTrader.com, Some Digital Asset

Management Applications

When anything less than 100% uptime is unacceptable Very Rare….

Examples: Online Banking, Emergency response system

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Becomes more expensive over time

A SaaS is not secure

Customer loses control over application or data

Customer loses features or functions

Doesn’t integrate well (or at all)

Debunking The Myths of SaaS

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Truth: SaaS is Lower Cost by Far

0

50

100

150

200

250

300

350

400

Commercial: Cost up front, cost to implement, cost to supportcost to upgrade.

Open Source: Free to buy, Cost to customize, cost to support, and cost to implement upgrades.

SaaS: How much for the license? Cost to implement. No cost for support. No upgrade costs.

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24/7 security management by in-house professionals

Top tier data centers, 3rd party audits

Software-specific security

Single point of access to live web servers

CMS acts as a remote backup system for all content

A SaaS vendor spends more time, resources, and money on security than any internal organization could possibly afford

Truth: Highly Secure

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CrownPeak manages application, network & hardware But the application itself is open to customer or partner

developers

CrownPeak’s services group is available for support 24/7 – and includes support in the contract

Templates and HTML open for modification

Customer owns and has access to all data

Truth: Customer Maintains Control

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Top-tier services provide integrated offerings Search, analytics, email, polls/surveys, hosting

SOA architecture – data/function integration is simple and flexible

Open API for development options

Web 2.0 features enable RSS, Blogs, mash-ups, and other content syndication and wireless

Truth: Better Integration

Page 18: Rob Rose, Software as a Service: Understanding Hosted Web Content Management Solutions

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IT has constraints: Time, money, expert bandwidth

IT has challenges: demanding internal customers, shifting requirements, too many projects, aggressive timelines

CrownPeak gives IT a permanent expansion to their team

SaaS vendor manages the application and the application environment, but…

Gives IT complete control – of the dev. team and applications

Conserves budgets – tremendous value, low fees

Decreases risk of project failure, cost overruns, and unhappy customers

Truth: Supplements and Complements IT

Page 19: Rob Rose, Software as a Service: Understanding Hosted Web Content Management Solutions

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Robert [email protected]

Questions……..

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Hire Plan for 2007Professional Services 3 new account managers (7 at year-end)

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1. Publish code as part of the page template.Code that doesn’t change much (e.g. a mail form) CMS just ignores the dynamic code while in preview model.

2. Publish code as an include file.Code that changes frequently or you’d like to manage and store elsewhere (e.g. polls or surveys).

3. Publish code from customizable “library” from within CrownPeak CMS.Code that gets inserted or built by the business user (reg forms for lead forms or banner ad code that is changed because of campaigns).

4. Publish content as XML or other format“Included” in a fully dynamic page.

(publishing product descriptions into a product catalog in fully dynamic ecommerce site),

How CrownPeak Works - In Dynamic Environments

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How CrownPeak Works - In Dynamic Environments

1. Publish code as part of the page template.Code that doesn’t change much (e.g. a mail form) CMS just ignores the dynamic code while in preview model.

2. Publish code as an include file.Code that changes frequently or you’d like to manage and store elsewhere (e.g. polls or surveys).


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