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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 & [email protected] , [email protected]
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!
and
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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)[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.