This presentation deck focuses on how CRM, marketing, and social media application providers can improve user experience with embedded analytics.

1. Pentaho Webinar Series:
Changing the Game for ISVs
August 27, 2013
© 2013, Pentaho. All Rights Reserved. pentaho.com. Worldwide +1 (866) 660-7555
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2. Improving User Experience of CRM/Marketing/Social Media
Platforms with Embedded Analytics
The Impact Embedded Analytics Can Make to Your Bottom-Line
Presenters:
Kevin Dobbs, CEO, Montclare
Ben Hopkins, Product Marketing, Pentaho
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3. About Pentaho
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Recognized leader in business analytics & data integration
Subscription-based business model
Achieved critical mass:
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Over 1,200 commercial customers
Over 10,000 production deployments
Over 185 countries
Stewardship of most important open source analytics projects
INDUSTRY RECOGNITION
OVER 160 PARTNERS GLOBALLY
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4. Guest Speaker
Kevin Dobbs, CEO, Montclare
Kevin is the founder and CEO of Montclare, a leading advisory firm
exclusively focused on building profitable SaaS businesses.
Kevin is an Oracle alumni who started his career working with industry
icons Marc Benioff, Craig Conway and Tom Siebel. He also held
executive management positions with Edify, Workscape, Kadiri and
Workstream where he was responsible for developing each
company’s new SaaS products and businesses.
Active in the SaaS community, Kevin is frequently a speaker at SaaS
and Cloud Computing industry events. He has published many
popular papers on building high value SaaS businesses and is the
author of the Smart SaaS blog.
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5. Leveraging Embedded Analytics
To Gain Advantage In The CRM Market
Kevin Dobbs, CEO
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6. CRM Market is Hot
Even though the CRM market is maturing,
the core market is still experiencing brisk growth!
CRM market grew by 12%
in 2012, 3x as fast as other
application sectors
CRM worldwide market
grew from $16B to $18B
attaining a 12.5% growth
rate from 2011 to 2012
40% of all CRM products
sold in 2012 were SaaSbased
Source: Gartner, April 2013
Source: Forrsights Software Survey, Q4 2012
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7. Adjacent Markets Are Also Growing
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Customer Support/Help Desk
Marketing
Field Services
Customer Success
Marketo Shares
Pop More Than
50% in IPO.
May 2013
Salesforce.com
Buys ExactTarget
for $2.5 Billion
Gainsight Raises
$9 Million for
Customer Success
TOA Raises $66
Million For Global
Field Service
June 2013
April 2013
July 2013
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8. The CRM Trends To Watch
Many of these trends are based on advanced analytics and Big Data
Trends for 2013
1. Enterprises must navigate digital disruption
2. Companies will transform to become experience-driven organizations
3. Brands turn attention to CX design
4. Untamed processes will get more attention (cross functional)
5. Agile implementation approaches will scale to enterprise level
6. Social customer engagement will move to mainstream
7. Mobile applications will empower consumers and employees
8. Marketing tech will drive customer engagement innovation
9. Navigating the customer analytics ecosystem is crucial
10. Organizations will adopt flexible CRM management practices to capitalize on SaaS
11. Customer experience disciplines will cut costs and boost profits
12. VOC programs will drive action and demonstrate results
Source:The Top CRM Trends for
2013, William Band, Forrester, 2013
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9. Challenges To SaaS CRM Success
Common customer issues with all types of Sales,
Marketing and Service-based products:
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Data overload
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Hard to gain visibility across large amounts of data
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Tools can be complex and hard to use
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Information resides in many, disconnected systems
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Can’t easily implement newest capabilities
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Slow time to value
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10. Challenges Facing SaaS Companies
Leveraging external R&D team for non-core technology
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Deliver quickly; dramatically improved time to market
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Commercialized open source products, large developer community
supporting the products and increasing innovation
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Keep ISVs development team and investments smaller
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Embedded or OEM model
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Tap into needed domain expertise
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11. Use Cases
Marketo, Paytronix
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12. Pentaho Embedded Analytics at Marketo
SaaS Marketing Automation Provider
“Looking for both a modern, flexible
technology and a true partner,
Pentaho helped us meet our goal of
rapid time to market and delivered a
feature rich product to the market in
just 8 weeks.”
--George Jaquette, SVP of Engineering,
Marketo
Business Challenge
Wanted to add reporting, analysis and dashboard capabilities for their new module –
Revenue Cycle Explorer and needed to go to market FAST!
Pentaho Benefits
• Go to market in just 8 weeks!
Why Pentaho
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Easy rebranding and integration with
Marketo’s security.
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Expert services and support enable
quick go to market.
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Pentaho roadmap transparency &
alignment with Marketo roadmap.
• Extended Marketo platform, resulting in new revenue
stream.
• Increased functionality and compelling visualizations
for end users.
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13. Pentaho Embedded Analytics at Paytronix
Customer Loyalty Solutions Provider
“With Paytronix Data Insights, the
Pentaho tools and our proprietary
algorithms, customers experience an
80% reduction in ETL processing time,
resulting in a self-service and costeffective experience.”
--Andrew Robbins, President, Paytronix
Business Challenge
Wanted to provide clients with deeper analytics to optimize loyalty programs based on
customer behavior. Also, needed a faster extract, transform, and load process (ETL).
Why Pentaho
Pentaho Benefits
• Clients can now access new customer data types in
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Knowledgeable services and active
community
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Strong data integration solutions
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Multi-tenant capabilities
an integrated view – including social media data
• Ability for clients to quickly react to mobile user
behavior and individual store performance trends
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14. Importance of Product Adoption and
Consumption in the CRM Market
Kevin Dobbs, CEO
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15. Poll
What Type of Application Does Your Company Develop?
☐ Sales Management
 Social CRM
☐ Field Management
☐ CRM Only
☐ Marketing
☐ Vertical Application
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16. Delivering a Superior CRM Customer Experience
Understanding the importance of adoption and consumption
Commitment
Internalization
Support
Institutionalization
Acceptance
Change Management
Adoption
Training
Initial Use
Perception
Positive Perception
Communication
Understand
Preparation
Aware
Unaware
Time
Source: Product Adoption and Consumption Curve. Glenn Oclassen, 2012
Go Live
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17. Flexible Analytics Propel CRM SaaS Products
Increase Customer Adoption and Consumption
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18. Addressing CRM Adoption Challenges
Adding New CRM Capabilities Quickly
Adding complimentary capabilities; no internal expertise in areas like Analytics, BI or Big Data
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Looking for new features that engage users
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Support for mobile
Social
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Mobile
Competitive advantages are hard to maintain
Analytics
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Integration
Rate of change has increased and customers expect rapid innovation
Single Sign-On
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New Features
“Plug & Play”
ISV SaaS Platform
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19. Examples of OEM Products
SaaS Add-On market is growing
Security / SSO
Integration
Big Data
Social
Mobile
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20. Sales Use Case
How Embedded Analytics Can Help
Territory Management
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In-line reporting and visualization
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Can see activity in regions/territory
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Spot trends
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Build automated reports with charts
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‘What if’ analysis
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21. Marketing Use Case
How Embedded Analytics Can Help
Campaign Management
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Review single campaigns or entire series of events
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Identify trends of respondents and buyers
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Understand which programs are working
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Quickly determine Customer Acquisition Costs
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22. Social Use Case
How Embedded Analytics Can Help
Social Sentiment
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Aggregate data
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Detect patterns based on themes, geographies,
companies
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Understand which campaigns convert to leads
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See behavior of followers or social media members
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23. Learn More About The SaaS Model And Market
Montclare is a leading provider of SaaS resources including research,
services and a SaaS-focused online community. The Montclare team
has been actively involved in the SaaS industry since it’s inception,
profiling leading firms, speaking at industry events and providing
business guidance to a full spectrum of software companies.
The Montclare Community has been design to help software
professionals gather more information about SaaS. This new beta
community allows members to them watch current SaaS video content,
learn what’s happening in SaaS through news feeds and information
shared by industry thought leaders, they can also connect with their
peers and share industry best practice ideas and information. Visit
Montclare.com for more information.
The Montclare SaaS 250 is a report identifying the 250
most influential SaaS companies in the world. The
document provides analysis of the industry as well as
individual companies. These companies are categorized by
revenue size, solution type and geographic location. The
report is a critical tool for competitive analysis, go-to-market
programs and market segmentation.
Montclare’s SaaS 250 is a valuable tool for software
executives, investors and analysts due to it’s insight within
this fast-paced market. The Report is available exclusively
through the Montclare site at: montclare.com/saas250.
Become a member for free today at montclare.com
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24. Q&A
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25. Ben Hopkins, Product Marketing
bhopkins@pentaho.com
Kevin Dobbs, CEO, Montclare
kevin.dobbs@montclare.com
Tel. +1 415-525-5540
Tel. +1 510-336-0019
pentaho.com
montclare.com
© 2013, Pentaho. All Rights Reserved. pentaho.com. Worldwide +1 (866) 660-7555
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26. Thank You
Join the conversation. You can find us on:
blog.pentaho.com
@Pentaho
Facebook.com/Pentaho
Pentaho Business Analytics
© 2013, Pentaho. All Rights Reserved. pentaho.com. Worldwide +1 (866) 660-7555
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