Research Report, Future, CRM technology, 2010 to 2013, Marketing, Sales, Customer Service, Field Service Management, Social CRM Information Infrastructure Management, Analytics – BI, E-Commerce Web-oriented architecture of CRM systems, Mobile CRM, iTV

1. Research Report on Future CRM technology 2010~2013 2010/July/11 Ram

3. Transition of technology Note: As YMSL asked for Trend after five years. Technology is changing very fast so it is un-predictive ( 5 years). I searched and asked question on linkedin community they also said that it is very difficult and not practical to predicts CRM technology transition after 5 years.

8. Technology differentiation of the business competitive – Function & Cost Function Cost CRM Suite Enterprise Suite Best of Breed CRM Model Driven Application Model-driven Framework Value Sales, CSS and marketing function in a single suite Provide a integrated suite from a single platform Best operation for department or industry Part control architecture, differentiate processes Control own architecture, differentiate processes Process Integrated CRM process. “Best Practice” Integrated CRM and ERP process “Best Practice” Limited process integration “Best Practice” Re-express own processes, Rule Engine, repeatable Re-express own processes, Rule Engine, repeatable Data Model Imposed data model covering CRM Imposed data model covering CRM and ERP Some impose data model others don’t Imposed data model CRM and ERP Design to fit established data model(s) Vendors Microsoft, Salesforce.com, SugarCRM, Superoffice CDC Software, Epicor, IFS, Infor, Oracle, Sage, SAP Aprimo, CAS, Cagedim Dendrite, NICE, Teradata, SAS, StayInFront, Unica, Verint Oracle, Fusion/AIA, SAP/Netweaver Portrait, Chordiant, Sword Ciboodle, Pegasystem TOC analysis by SugarCRM Microsoft: $ 7607/User Salesforce = $ 1500 SugarCRM= $ 600 Sage = $ 828/User/ annual Cost Competitive Rating by Forrester . 0 (weak) to 5 (strong). Microsoft : 4.35 Salesforce = 3.80 SugarCRM = 4.90 CDC= 4.50 Sage=4.0 SAP allin1=3.40 Oracle on demand = 4.60 Oracle e-business CRM =2.40 Oracle Peoplesoft enterprise = 2.40 Siebel = 2.0 SAP CRM = 2.0 Chor. =2.90 Sward= 2.45 Pagasystem=2.75

9. Technology differentiation of the business competitive – Function & Cost CRM technology & Business competiveness for Mid Size Organization

10. Technology differentiation of the business competitive – Function & Cost CRM technology & Business competiveness for Big Organization

11. Technology according to area Sr. No. Future CRM Technology Areas Technology/Trend 1 Virtualization Vmware, Hyper V (IBM) 2 Data Deluge Thin provisioning, Data de-duplication, Automated tiering, HSM principles, Virtual tape 3 Energy & Green IT Green Data Center with VMware 4 Complex Resource Tracking - BI Microsoft NAV, IBM Cognos, SAP, Salesforce, SugarCRM, Monitor real-time energy usage, KPIs, Integration between network vendors and facility vendors. 5 Social Software & Social CRM LAMP stack with Drupal, OpenSocial, Facebook 6 Unified Communications B2C2E2B, Web Chat, VoIP, ATC & VTC, IM, Text Message 7 Mobile & Wireless - mCRM Google Android, Salesforce, SugarCRM 8 System Density Blades Server, Cloud Computing 9 Mashup and Portals Google Apps, Drupal, Facebook , APIs, OpenSocial 10 Cloud Computing Amazon, Google, Microsoft, AKAMI

12. Entire CRM System after three years

14. Any Questions????? Please feel free to ask.