Technologies and Innovations for Social Collaboration & Social CRM in the Secure Cloud

bwcon: Technologies and Innovations
·Text durch Württemberg in Dialog @IBM
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“Cloud Computing”, 2012/04/23
Friedel Jonker, Business Development Manager
IBM & SUGARCRM Global Alliance

Social Collaboration & Social CRM
in the Secure Cloud today
IBM SmartCloud Engage
with SUGARCRM Social CRM

© 2012 IBM Corporation

Friedel Jonker,
Business Development Manager
IBM & SUGARCRM, Global Alliance
IBM Software Group
Career History and Education
2008- 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

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

Languages and Profile
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
2 © 2012 IBM Corporation

References 1994-2012
References –Literature and Presentations 1994-2012
Database Marketing (1994-2000)
· Neue Informationsqualität für das VISA Kartenmanagement der Citicorp, in: Oracle Finanzwelt, 1994
· Database Marketing bei der Deutschen Leasing AG, in: Jahrbuch 2000, Deutscher Direktmarketing Verband e.V.
CRM (2001-2007)
· Von Database Marketing zum CRM, in: Computerwoche, 19/2001
· Customer Relationship Management, Bericht über das Deutsche Leasing CRM-Projekt, in: GoAhead 9/2001, CSC- Ploenzke
· CRM – die nächste Generation, Interview mit Friedel Jonker, in: Computerwoche, 33/2002
· Mit intelligentem Database Marketing und CRM zu überdurchschnittlichem Markterfolg, in: Cognos- Kundenmagazin
· Case Study Präsentation C3M-Eagle, marcusevans, FoCus Gipfel CRM, Montreux, 19.-21. Januar 2003
· Erfolgreiches Customer Relationship Management bei der Deutschen Leasing AG, Nordakademie, Elmshorn, e-think-tank, Februar 2003
· 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 Verbindung, im Beratungsbrief von http://www.vertriebs-experts.de , 23.03.2005
· Deutsche Leasing Gruppe: Mit Siebel/Oracle CRM-System das Neugeschäft jährlich um durchschnittlich 12 Prozent gesteigert, in: Oracle
Customer Snapshot Juli 2006
· CRM als strategisches Element der wertorientierte Unternehmensführung der Deutschen Leasing AG -7P Programm für erfolgreiche CRM-
Programme –Position_Path_Portfolio_Program_People_Progress_Performance, marcusevans, FoCus Gipfel CRM, Montreux, 14.-16. Februar
2007
· Case Study CRM bei der DL, in Kundenmanagement –Grundlagen-Strategien-Beispiele von Manfred Krafft, März 2007
Multichannel Customer Management (2008-2010)
· Vom Callcenter zum Intelligent Multichannel Customer Management Center, IBM Callcenter Circle, Hamburg HASPA, Mai 2008
· Business Intelligence und Performance Management in der Finanzverwaltung, IT & Business Messe Stuttgart, October 2009
http://fjonker.wordpress.com/2009/10/12/it-business-cio-des-bundes-bei-ibm-cognos/ , Staatssekretär Dr. Hans Bernhard Beus, CIO des Bundes
· Neue Technologien schaffen eine Demokratisierung der Information, Initiative Mittelstand
http://www.imittelstand.de/themen/topthema_100288.html , 16.11.2009
Integrated Realtime Corporate Management (2010-2010)
· 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 2010
· Integrierte 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 IBM Social Business Overview @CeBIT 2012, Hannover, März 2012, IBM Partner Event, Kaprun, März 2012

The disruptions leading to Social Business in the Cloud

Social Analytics Mobility Cloud Global
Cloud
Mobile Social
Enterprise Social
Personal
Business
Analytics / Global
Big Data Markets
Security

growth!

Developments leading to Open and Secure Cloud Computing

Secure Cloud Computing - Developments

„Industrialization Changes of IT-
IT-
of IT“ Users/Using
Web 2.0, Social Media (z.B.
Standardization
Twitter, Facebook, ..)
Modulization
Intuitive, easy, flexible, fast
Outsourcing
and always on Consumer,
...
„Digital Natives“
...
Open and Secure Cloud Computing

Virtualization
Storage-Solutions Universal Singel Point Access
Automation Internet-Bandswitches
Container IT Internet-Availability
Grid Computing ....
....
IT-Infrastructure-
IT-Infrastructure- Web-
Web-
Developments Technologies

! One Development was not enough to drive Open and Secure Cloud Computing. It´s the Intelligent
Holistic Integration of new Information Technologies together with Changes of IT Users/Using that drives
Open and Secure Cloud Computing.


Cloud is a Priority for Our Customers and IBM

One of 4 key growth
plays on IBM's roadmap

80% of Fortune 500 use IBM
Cloud Computing

IBM SmartCloud - Helping our
customers rethink IT and
reinvent business

Foundations Services Solutions

Social Business is Key to IBM's Growing Portfolio
of SmartCloud Business Solutions

Social Business
Smarter
Commerce

Business Analytics &
Optimization Smarter Cities


Topology

Features Integrated Apps
Enterprise-ready collaboration and High value 3rd party applications with
communication software, including obvious and intuitive business value,
E-mail and online meetings. dedicated to streamlining business.

Software Services
Convenient packages of the most
Services sought after technologies designed to
meet your social business needs.

Labs Mobile
Cutting-edge social and collaboration Broad and thoughtful mobile support
projects from world-class IBM across a range of devices and
research. platforms.


SmartCloud Integrated Apps
Infuse Social Capabilities into Business Processes

Managing
Social CRM B2B Commerce Digital Signing
Projects coming Q4

Collaborative Collaborative
File Viewing Doc Editing

Scheduling Policy-Document
Meetings Compliance Archiving Talking

SUGARCRM on IBM SmartCloud


SUGARCRM Subscriptions

Advanced CRM for small and Advanced CRM for businesses
medium-sized businesses with offline mobile requirements

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

Sugar Editions

CRM for the most Ultimate CRM solution for the
demanding business global, mobile, social business

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


SUGARCRM General Editions Guideline Part 1 Overview ($/User/Year)
http://www.sugarcrm.com/crm/products/editions.html
Professional Corporate Enterprise Ultimate

$360 $540 $720 $1,200

5 – 50 seat customers

50 – 500 seat customers

500 – 5,000 seat customers

SUGARCRM General Editions Guideline Part 2 + IBM
http://www.sugarcrm.com/crm/products/editions.html

Cast Iron Connections Coremetrics Cognos SPSS Unica


IBM SmartCloud Engage -Collaborating with your customers

“Pursue customer collaboration to increase retention, improve satisfaction, and
offer additional revenue opportunities” (Forrester Research)

Do more with less

Differentiate ourselves from the competition and show value

As IBM roles and customer roles change, make it easier to bring new
players up to speed


IBM SmartCloud Engage

Delivers integrated online social networking and collaboration tools so you can
work smarter before, during and after your meeting.
Benefits Differentiators
·Work beyond company boundaries. ·No mining of your data for advertising
·Share information more easily with or other purposes.
customers, suppliers and business ·Seamless capability for integrating your
partners. on-premise (e.g. .Net, Java, Domino,
·Securely connect from anywhere, SUGARCRM, SAP, Filenet, etc.) and
anytime via a Web browser and internet cloud based applications like
connection. SUGARCRM and others.
·Affordable and accessible pricing. ·Built on Web 2.0 based social
networking model for more effective
·Lower up-front investment.
collaboration.
·No IT staff required for implementation.
·Extremely easy to acquire.
·Work-ready integrated business
applications.
Features
·World-wide deployment available in
over 20 languages. + Mobile

+ Integrated Apps


Private Virtual Public
Cloud Cloud Cloud
IaaS PaaS SaaS
IBM Strategic Outsourcing Application on Demand Software as a Service
Customer makes buying decisions based Hosting Customer makes buying decisions
on the total solution and IBM Global Customer makes buying decisions based on application and components
Technology Services is the integrator and based on the application and standard of IT Value stack are asserted by
manager of all solution components of IT options. service provider.
Value Stack.

SC Enterprise SC Enterprise+ SC for Social
Business
Free for
IBMers; no
SmartCloud Engage SmartCloud Connections
VPN needed Starting at $8 Starting at $6
to access
SmartCloud Notes SmartCloud iNotes SmartCloud Meetings
Starting at $5 Starting at $3 Starting at $6

Top 3 Areas Where You Can Get Started

1. Share files with your customers instead of sending them an email
(SmartCloud Files)

2. Manage to dos, projects (like a product evaluation), events, etc. and/or
set up a collaborative team place
(SmartCloud Activities/Communities)

3. Hold web meetings with every conference call
(SmartCloud Meetings)


http://www.ibmcloud.com/social or https://www.lotuslive.com/



(SmartCloud Files)




Start sharing files in SmartCloud Files!
Know who's downloaded your file and follow-up!
20
NO MORE MAIL JAIL! © 2012 IBM Corporation


(SmartCloud Files)




Bonus: Set Up A Community For The Customers You Really Like*
* or the ones you need to collaborate with the most. Note: You must first
connect to your guest to add them to a community.



(LotusLive Files)

(LotusLive Activities/Communities)

(LotusLive Meetings)


Host's view in leading a web conference


Integration points for Meetings with Lotus Notes
Configure your Calendar and get the sidebar:
http://www-10.lotus.com/ldd/bhwiki.nsf/dx/The_LotusLive_Meeting_Plug-
in_for_Sametime_and_Lotus_Notes.


Attend a meeting from your iPhone, Android, or BlackBerry
My Meetings, list of recent
meetings/saved meeting information

SmartCloud Mobile Meeting for iOS,
BlackBerry, and Android
See the full presentation, and
application sharing
Raise your hand
Move to previous slides or reset to
current slide
See a list of attendees
Zoom in and zoom out
Over AT&T 3G, Verizon/Sprint 4G,
or WiFi you can be dialed into an
audio bridge and the web
conference at the same time


Your

What’s in for IBM Business Partner ? Business
Model

100%

90%
Support
Support
80%

70%

60%
Implementation
50% services
Implementation
services
40%
Infrastructure
30%
Infrastructure
20%
Software License Software License
10%

0%
Revenue Margin



(SmartCloud Files)




SugarCRM: 8,000+ Customers in 80+ Countries


Real Connections
· The Need:
· RealConnections and THINNC, the company’s consulting group, serve
large consulting clients and cloud-services customers. They were using “When we share
Salesforce for CRM, but needed a solution that was easier to integrate with documents like
various cloud tools such as LotusLive, offered mobile capabilities, and had proposals and
better pricing. presentations, what
· The Solution: we shared and who
· After evaluating several CRM they chose Sugar Corporate On-Demand shared it becomes
with Sugar Mobile Plus, which enables access from a smartphone or tablet. part of the customer
And, for quick online meetings, RealConnections integrated Sugar with opportunity in Sugar,”
IBM LotusLive. Sugar manages all the company’s customer contacts and Vos says. “For the
opportunities and provides additional insight about customers and customer, the meeting
prospects through its integration with Twitter and LinkedIn. is simply an open
discussion, but on our
end we know exactly
· The Benefits: who was involved,
Provides excellent visibility into customer interactions as well as control what was shared, and
over sales and service processes. at what stage in the
Optimized the company’s campaign marketing sales cycle.”
Mobile capabilities are time saver —Eric Voss, Founder,
Migrating the data was about one third of what they spent on RealConnections
Salesforce. Plus, now their data is better and they use more CRM
32 functionality for significantly less money. © 2012 IBM Corporation

Why IBM

Social business leadership: IBM created the category for
social business four years ago with IBM Connections -- the
“first-ever social software platform for business." IDC ranks
IBM number one in worldwide market share for social platform
software for 2009 and 2010.*

Enterprise-class solutions: IBM has built the SmartCloud with
enterprise-level security, reliability and scalability as inherent
design factors – versus adding security and scalability to
consumer-grade products.

End-to-end cloud service: IBM uses its own pre-integrated,
best-in-class software as well as in-house application and
cloud services to offer clients one point of contact for the total
solution.


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


Microsoft
Oracle The Sweeter Road
SFDC


DEMO time!

and


SUGARCRM on IBM helpful Web-Links
SUGARCRM on IBM Landing Page
http://www.sugarcrm.com/crm/content/become-smarter-business-sugarcrm-ibm
SUGARCRM Editions Page
http://www.sugarcrm.com/crm/products/editions

SUGARCRM Exchange – THE SUGARCRM MARKETPLACE
http://www.sugarexchange.com/

SUGARCRM SUGARFORGE Community
http://www.sugarforge.org/

SUGARCRM University
http://www.sugarcrm.com/university/

IBM Social Business SmartCloud
http://www.ibm.com/cloud-computing/social/us/en/

SUGARCRM on IBMSmartCloud Selling Community (By access request)
https://apps.lotuslive.com/communities/service/html/communityview?communityUuid=c1e9527e-044e-
4517-9387-60e02876f49f

SUGARCRM Iscon-Demo-Page: Username: demo Password: demo
http://demo.iscon.at/index.php?action=Login&module=Users&login_module=Home&login_action=index


Try SmartCloud at No Charge for 60 Days:
https://www.ibm.com/cloud-computing/social/us/en/


Questions?

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題
Ερωτήσεις
Fragen

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Vragen 问
题

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Preguntas Cwestiwn

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Domande

質
Questions
Perguntas

問


Contact Details

Friedel Jonker Wilhelm-Fay-Strasse 30-34
Dipl.-Kaufmann D-65936 Frankfurt
Business Dev. Manager
IBM & SUGARCRM Phone (+49)-69-6645-1227
IBM Software Group Fax (+49)-69-6645-5640
Mobile (+49)-160-9638657
Jonker@de.ibm.com

More information from IBM and me. Look at Xing, Linkedin, Youtube,
Twitter, Scribd, Slideshare and Lotus Greenhouse.
Selection of Companies on my Networks:
Join my Networks as Philip Kotler (North.West.Uni), Manfred Krafft (WWU Münster), 3M, Amadeus, Ameriprise, Booz & Company, Citigroup,
Thomas H. Davenport (Babson College), Peter Weill (MIT), Jeanne W. Ross (MIT), Daimler, Deutsche Bank, Deutsche Telekom,
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) Deloitte & Touchee, Ernst & Young, IBM, Lufthansa,
Chuck House (Stanford Uni.), Thomas Hutzschenreuter (WHU), Gunter Dueck (IBM), McKinsey, Nokia, O2, REWE, Samsung, Siemens, Swisscard,
David Croslin and other leading Thinkers and Practitioners have already done it.
Thomas Cook, TUI, Vodafone, Volkswagen and more.

Business is People ☺


Legal disclaimer
© IBM Corporation 2012. All Rights Reserved.
The information contained in this publication is provided for informational purposes only. While efforts were made to verify the
completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express
or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM
without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any
other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or
representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement
governing the use of IBM software.
References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which
IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBM’s sole
discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature
availability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any
activities undertaken by you will result in any specific sales, revenue growth or other results.
Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual
throughput or performance that any user will experience will vary depending upon many factors, including considerations such as the
amount of multiprogramming in the user's job stream, the I/O configuration, the storage configuration, and the workload processed.
Therefore, no assurance can be given that an individual user will achieve results similar to those stated here.
All customer examples described are presented as illustrations of how those customers have used IBM products and the results they
may have achieved. Actual environmental costs and performance characteristics may vary by customer.
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