IBM Social Business Development for CXOs

1. Business is People ☺
IBM Social Business Development
Our Answers of 3 CXOs Questions
Friedel Jonker
IBM Software Client Leader
The 7 Cs of IBM Social Business Development
Creativity, Competence, Contacts, Communication,
Connections, Collaboration and Change

2. CXOs 3 Fragen/Questions
Was ist möglich ?/ What is possible ?
Was bringt es ?/ What is the business value ?
Wie ist es machbar ?/ How can we do it ?
2

3. CXOs 3 Fragen/Questions
Was ist möglich ?/ What is possible ?
3

4. As the world’s largest business software
company, IBM is helping organizations
of all sizes tackle their most important
business needs*
Turn information Connect and Optimize the impact of
into insights collaborate business infrastructures and
services
Drive business integration Enable product and Manage risk, security, and
and optimization service innovation compliance
4

5. IBM solutions are built on a core set
of software capabilities
Turning Information into Insights Business Analytics Enable Product and Service Application Lifecycle Management
Data Management Innovation Complex and Embedded Systems
Data Warehousing Design and Development
Enterprise Content Management Enterprise Architecture and Portfolio
Information Governance Management
Information Integration and Federation Enterprise Modernization
Security
Application Infrastructure Asset Management
Drive Business Integration and Optimize the impact of business
Optimization Business Process Management infrastructures and services Business Service Management
Commerce Cloud and Virtualization Management
Connectivity and Integration Network and Service Assurance
Enterprise Marketing Management Security
Storage Management
Systems Management
Social Business Application Development Application and Process
Connect and Collaborate Manage Risk, Security, and
Social Collaboration Compliance Data and Information
Unified Communications Network, Server, and Endpoint
Web Experience People and Identify
Physical Infrastructure
5

6. CXOs citing creativity as a top leadership quality provided new
insights into leading in the new economic environment
“We do everything to simplify our
business, but at the same time need to
manage increasing external complexity -
for example, with our customers and
partners.”
CEO, Public Sector Organization, Czech “The magic of our industry - you enter
Republic the shop with money and you leave
with a piece of paper (......). The
main problem of financial crisis is lack
of transparency.”
CEO in a bank, Slovakia
Global thinking enables the best
assessment of risks, you can meet in
developing your business.
Deputy General Director,
Telecommunications, Russia
Quelle: IBM Global CEO Study 2010; n (1541)
6

7. Global Leaders highlighted the need to improve their use of
realtime information to enhance decision making
Information-related components
60%
Safety Net Ideal Zone
55%
50%
Current Capability
45%
Info displayed Used for
differently realtime
40% for different Integrated decision
audiences data sources making
35%
Rate and Area of Focus
30% comment on Automatically
business pushed to
information stakeholders
25%
20%
Below the Radar
15%
15% 20% 25% 30% 35% 40% 45% 50% 55% 60%
Importance
Information Integrated from multiple data sources
Information used for realtime decision making
Quelle: A New Way of Working. Insights from Global Leaders Study 2010, N=300
7

8. Harvard and Tom Davenport -Competing on Analytics
“In Zeiten in denen Unternehmen in den meisten Industrien
über ähnliche Produkte und vergleichbare Technologien verfügen sind
hochperformante Geschäftsprozesse einer der letzten verbleibenen
differenzierenden Wettbewerbsvorteile.
Tom Davenport, “Competing on Analytics”
Zehn der wichtigsten visionären Planungselemente
Interviewte CIOs konnten soviel auswählen wie Sie wollten
86%
Business Intelligence and Analytics 80%
77%
Virtualization 76%
73%
Risk Management and Compliance 70%
71%
Mobility Solutions 66%
BI/Analytics Nr. 1 der 73%
Customer and Partner Collaboration Low
Investitionen zur 64%
growth
71%
Steigerung der Self-Service Portals 63%
Wettbewerbsfähigkeit Application Harmonization 62%
67% High
growth
70%
Business Process Management 61%
IBM Global CIO Study 2009 68%
SOA/Web Services 55%
63%
Unified Communication 57%
Source: IBM Global CIO Study 2009; n = 2345
8

9. IBM Synergy Play Platform -Extending BI for Enterprise 2.0
Connecting People and
Information to Drive Better
Business Performance…
Platform for
decision making Enterprise 2.0
Business Intelligence,
Performance Web 2.0
Management Interfaces
Data
Integration
User generated
Content
Data & Content
Management
Hardware & SOA: Dynamic
Systems Applications
Management
9

10. 10
IBM SWG –IBM Synergy Play 2011 –Business Value Chain
CORE BUSINESS SOLUTIONS
Core business processes
Buy Market Sell Service
Sourcing and procuring goods Selling and fulfillment of products Servicing customer needs across
Developing, delivering, and
and materials required to measuring relevant and consistent and services across multiple all interaction channels to drive
deliver products and services to messages across multiple channels channels to drive sales repeat sales and enhance lifetime
meet customer demand to drive demand value of a customer
Sterling Commerce Sterling Commerce Sterling Commerce
• Cross-Channel Order Capture, Cart
• Warehouse Management • Distributed Order Management • Delivery & service Scheduling
and Catalog
• Transportation Management • Warehouse Management • Reverse Logistics
• Customer-centric Shopping Experience
• Supply Chain Visibility • B2C/B2B Storefronts • Transportation Management
• Sterling Collaboration Coremetrics • Supply Chain Visibility Sterling IBM Case Manager
Network/B2B Services • Digital Analytics Collaboration Network/B2B Services • Case Design, Run-time, Analytics
Retail Store Solutions
• Behavioral Segmentation • Collaboration
• Retail POS Solutions
• Search Optimization, Ad • Rules & Events
• Self-Service Portal/Kiosk
Targeting, and Real-time
• POS Applications ILOG Supply Chain
Website
Recommendations • Network Optimization
ILOG Supply Chain • Transportation Optimization
• Product Optimization Unica
• Inventory Optimization Sterling Commerce
• Cross-channel • Cross Channel Order
Campaign Mgmt Management
• Real-time Decisioning, • Configuration
Event Detection, and • Pricing
Contact Optimization • Multi-vendor catalog
• Operations Mgmt • Quoting
Advanced analytics
Store analytics | Purchase analytics | Consumer loyalty | Predictive and prescriptive | Social Analytics | Master data management
Workload Optimized Systems
(Z-Enterprise, Power, X, Storage and Systems Software)
10
PureScale Application Smart Analytics
focused on agility, integration and automation to drive relevant business outcomes BPM Suite
Systems System

11. Enable product and service innovation
Integrating best of breed functionality enriches the capabilities and simplifies deployment and management
Enterprise architecture and Design and development Application lifecycle
portfolio management management
Software design and Team-based development
development | 2003 tools | 2003
Systems engineering and
Systems engineering and sw
Enterprise architecture, product and software development |
development | 2008
portfolio management, requirements 2008
| 2007
Open source software Automated build and
development platform | 2001 release mgt. | 2006
Complex and Security
embedded systems
Web application security and
Tools for complex and embedded compliance | 2007
systems | 2007
Source code security
analysis | 2009
11

12. Turn information into insights
Integrating best of breed functionality enriches the capabilities and simplifies deployment and management
Business analytics Information integration Information governance
Business intelligence
and federation
and performance Archiving and test
Real time data integration data mgt.
mgt.
2007 2007
2008
Predictive analytics Master data mgt. | 2010
2009 Data discovery
2009
Financial governance
| 2010
Database security
Governance,
2009
compliance, risk
mgt. | 2010
Web analytics
2010
Enterprise content management Data warehousing Data management
Data & document
capture | 2010 Data warehouse appliances | In-memory
2010 database
2008
Legal & information
governance | 2010
12

13. Drive Business Integration and Optimization
Integrating best of breed functionality enriches the capabilities and simplifies deployment and management
Connectivity and integration Business process management
Business rules | 2008
B2B integration
2010
BPM for LOB | 2010
Cloud integration
2010 Business event processing
2008
Commerce Enterprise marketing
management
Selling, order mgmt,
supply chain mgmt
2010 Web analytics | 2008
Optimization | 2008 Enterprise marketing mgt.
2010
13

14. Manage risk, security, and compliance
Integrating best of breed functionality enriches the capabilities and simplifies deployment and management
Security governance, risk Data and information
management, and compliance
Database Security | 2009
Database Security | 2009
BI and Performance Mgmt
Platform | 2008
Network, server, and endpoint Application and process
Application Security and
Endpoint Management Compliance | 2009
2010
Web application security &
compliance | 2007
14

15. IBM SWG –IBM Synergy Play 2011 –Architecture Layout 2011
Potentiale, Interessenten, Kunden, Partner, Wettbewerber
und Anwendungs-Benutzer Android ® Personal Mobile
Performance Management
CRM-Anwendung, …-Anwendung iPhone® Black
Berry®
Datawarehouse An
(vorhandenen interne/ zu w e
externe Daten) r S nd
te un
ig ge
er
Geschäfts- un n_W
Personal Work Fragestellungen g
Benötigte interne/ Geschäfts- de isse
externe Daten Performance r P n_
Performance er Me
fo
rm die
an n
ce
Geschäfts- BI, SPM, CPM, HCM*1) –Planung,
Antworten und Reporting-, Analyse- und Prognose-
neue Frage- Anwendungen
stellungen
Zeit-/Kosten Based on:
Geschäfts- Geschäfts-
Entscheidungen/ Ergebnisse
*1)BI=Business Intelligence
SPM=Sales Performance Management
Planung und
CPM=Corporate Performance Management Steuerung Management
HCM=Human Capital Management Development
15

16. IBM SWG –IBM Synergy Play 2011 –Architecture Layer 2011
Better Results by Business Analytics and PM
Financial Workforce Dynamic
Optimization Supply Chain Multi-Channel
Customer & Product Risk Insight
Profitability Marketing
Business Intelligence
und
Performance Manangement
4. Analysis, Planning and Use of trusted Data and Content
End-to-End Information Integration,
Solutions Warehousing und
Master Data Mgmt.
3. Trusted Relatime Delivery of Data and Content FileNet Informix
® ®
Enterprise Enterprise software software
Data Content DB2 ®
Management Management
software
1. Management of Enterprise Data and 2. … and use in Business
Content Processes
16

17. IBM Synergy Play -Industry Reference Architecture with IBM SWG Product Overlays
Channels Lotus Forms
Banking Enterprise
Core Systems Business Banking
Banking Branches Forms
Information Mgmt & Credit
Mgmt Business Processes
Industry Operations
Example Systems
Debt Credit Cards
Rules Service Marketing Customer
Engine Processes Processes Relationship General
iLog Risk
Mgmt Ledger
ATMs Electronic Compliance Sales Business Marketing Fraud
Corporate
Processes Banking
Signature Processes Partner Decision Retail
Services Support Product Banking
WebSphere
Business Monitor Real Relationship Loan
Process Models Campaign Mgr Management Resource Origination
Utility & Business Events
3rd Party
Presentation / Interaction Services
Customer Systems Process Manager Products/Svcs
Case
Regulatory Payments
WebSphere Management
Call Centers
Enterprise Access Services
WebSphere Process Server
Portal
Thin Service Registry
Service Registry Service Mgmt
Service Mgmt Enterprise
External
Client Enterprise Service Hub
Enterprise Service Bus & Repository
& Repository && Invocation
Invocation Service Bus
Services Gateway
WebSphere ESB, MQ, Message Broker
Internet
Data Integration/ Information
Information Services FICO
Fico
Customer Framework Credit
Banking Industry
Analytics Scores
Rich
Client Cognos, SPSS
Models
DataStage Master Content
Business Demographic
Relationship Insight
QualityStage Data Mgmt Data
Mgmt MDM Systems
Managers /
Agents Search & Server
3rd party
Discovery Data
Analytics Customer Document
EAS Account Mgmt
Product Systems
WMBTT Server Threat & FileNet
Fraud Banking Data
Analytics
Warehouse Banking Unstructured
Mobile Multi-Channel Customer Data Data Data
Marts
Banking Integration Insight
Warehouse
& Analytics Data Information
WMBTT (Build Warehousing Foundation
Option)
Tivoli (ITM, TAM, …)
Security, Management & Governance
Governance & Monitoring
17 Rapid Development & Integration Modeler, WID, RSA, IDA, …

18. Finance and Integrated Risk Management (FIRM): Sample Dasboards
Risk Metrics Summary Credit Risk Dashboard Real Time Market Risk
Counterparty Credit Risk Operational Risk Financial
Reporting
18

19. IBM Rational Architecture Management Solutions
Enterprise IT Business Manufactured
Modernization Transformation Products
n
ti o
ma
Jazz Platform
f or
Enterprise Requirements Portfolio Product
ns
Project Performance Security Business Regulatory
tr a
Architecture Definition Management Management Management Management Policies Compliance
e
Business Planning & Alignment
ec t ur
Product & Project Management
ge
Compliance & Security
hit t al A
arc
Change
igi
Requirements & Release Configuration Build Quality
Management Management Management Management Management
e the
Collaborativehe
t
D
Lifecycle Management
n ag in to
Ma Architecture
Tools
Modeling
Tools
Development
Tools
Testing
Tools
Engineering & Software Delivery Tools
19

20. IBM Infosphere –Information Supply Chain
Business Subject Matter Architects Data Developers DBAs
Users Experts Analysts
d
ru ste
rt
o5. Transform data to
1. Define business
2. Generate and deploy
3. Profile data nf s
ifound target data format, as
4. Cleanse data sources,
ha on model
data model based on
terms in glossary sources, mapping to resolving problems
ec isi
business terms
business terms by profiling. defined by data
alu c
Business Rational Data Information v QualityStage
d De DataStage
Analyzer n
Glossary Architect
ati
o an
m t ics
f or aly
h e in s ,A
n
et ort
Deployed
g p application
ana Re Information Services Framework
M ta,
Da Metadata Server
20

21. IBM Cognos 10 –Integrated Business & Social
Intelligence Solution with Unified Workspace 1. Part
e
e nc
lig
Intel d
Unified Workspace across multipleial n an
oc
styles of analysis rma tio
&S
ss inf o
s i ne ith alu
e
e Bu ve
w
ss
v
Business
grat a cti sine Insight
Int e pro bu
w ork d riv
e
to to
Analytical Reporting Trending Scenario Modeling Advanced Analytics
Drill Slice and Dice What-if What might be
21

22. IBM Cognos 10 –Integrated Business & Social
Intelligence Solution with Unified Workspace 2. Part
Drag-and-drop content Do More…
Exploration & Analysis with
e
Reports &
e nc
Business Insight Advanced
Analysis
lig
Business Insight
In tel d
ial n an
oc tio
TM1 S ma
Cubes
ss
&
n for
si ne ithi alu
e
Real-Time
e Bu ve
w
ss
v
Monitoring
grat a cti s ine Social Collaboration with
e pro bu
Int
Lotus Connections
w ork d riv
e
Metrics to to
Unified BI workspace
Toolbox
22

23. IBM Lotus-Cognos Social Collaboration
IBM Cognos 10 BI Lotus Connections
e
e nc
Reports
ellig
l Int an
d
cia tio
n
& So rm
a
IBM o
ess inf
Ad-hoc queries Lotus-Cognos value
sin ith
Bu ve
w
te tiSocial iness Blogs Activities Profiles Files
egra oa
c s
Int pr Collaboration
bu
ork r ive
Analysis t ow t od Wikis Bookmarks Communities
Dashboards
23

24. IBM Content Analytics
Dokumente
Facetten
Abweichungen
t he
s in
Trends
d
r en
dt ata
sa
n
n al d
ern ter
p att ni
n
o wn e ow Facetten Paare
kn
Time Series rat
e un rpo
Se d co
an
w eb
24

25. IBM SPSS Predictive Analytics
Realtime Recommenda-
tions for Web & CRM
Personalized
m e
alti
Offerings
e
i nR
ata
Target Group m er d
Analytical
stoDecision rings
e cu Improvement
Analytics
e
Off
Action Scoring
ys
Anal One
to
O ne
for
Real-time Identification of
fraud transactions
Web-User
Risk Scoring and Fraud
Analytics
Prevention
25

26. 26
IBM Smarter Commerce Solution
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 gs
n
f eri
– Customer experience with responsive interaction is guaranteed by workload optimized systems
el Of
nn
Optimize display and search results with
a o sts
ich sc
Coremetrics AdTarget and Coremetrics Search
Marketing messages and
ult les
eM ith
campaigns are defined and
On w
planned using Unica Campaign
o re
et mo
On ell
me ds
alti an Web
Re ers
te d s t om
ma cu Retail
Mobile
Insights from
A ut o o rm Store
inf
social media, Systems
third party
websites, to Store
purchase Deliver custom landing pages with targeted
history ,etc messages and promotions via WebSphere
Generate demand with Unica eMessage Commerce Precision Marketing
(email creation, delivery, tracking
26 Capture responses and refine

27. CXOs 3 Fragen/Questions
Was bringt es ?/ What is the business value ?
27

28. 28

29. 29

30. MIT BMW Business Value from Strategic
Architecture Management
30

31. McKinsey –Web 2.0 finds ist payday
31

32. CXOs 3 Fragen/Questions
Wie ist es machbar ?/ How can we do it ?
32

33. Strategy Architecture Integration Path to Business Value
Zeit/Integrationsgrad
isoliert harmonisiert konzentriert integriert
Business Standardized Optimized Business
Silos Technology Core Modularity
33

34. IBM BAO Services methodology
PHADE (Process-Application-Data-Insight-Embed)
34

35. Delta=Veränderung=Change
Was ist möglich ?/ What is possible ?
Was bringt es ?/ What is the business value ?
Wie ist es machbar ?/ How can we do it ?
35

36. Leading Capabilities…
“...Blend the Cognos portfolio with IBM's
data integration, data quality, data warehouse,
content management, text mining & other offerings,
& there's no more extensive information
management portfolio available, period…”
2008 Editor’s Choice Awards
Intelligent Enterprise Magazine
36

37. IBM Cognos a Leader in the Forrester Wave™: Enterprise 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
37

38. IBM Unica –Leader in CRM Mulitchannel Campaign Management
38

39. IBM Coremetrics –Leader in Web Analytics
39

40. 40

41. In neue Dimensionen vordringen: Effiziente Verwaltung von
Informationen. Tiefe Einblicke durch Analysen. Prognostizieren und
bewerten von Chancen und Risiken. Schnellere und bessere
Entscheidungen. Das verstehen wir unter New Intelligence.
Quelle: Welt der Wunder 11/2010
A smarter
World drives
New Intelligence
New Intelligence
Infrastructures & Applications
drives a smarter World
To enter new dimensions: Leading not Managing Informations.
Plan to achieve your Vison. Get new Insights by predictive
Analytics. Forecast Chances and Risks. Achieve higher Corporate
Performance by collapsing the time from Information to Business
Value. That IBM´s defintion of New Intelligence.
41

42. Quelle: Welt der Wunder 11/2010
The new formula of success for THE NEW PIONEERS of the
intelligent enterprise in the GLOBAL REALTIME INFORMATION
Age is:
Business Value = TINT(TDI + TBI + TSI + TMI) with
TINT=Trusted Integration
TDI=Trusted Data Intelligence
TBI=Trusted Business Intelligence
TSI=Trusted Social Intelligence
TMI=Trusted Marketing Intelligence
42

43. If you can Do what you
THINK
and wanted to Do.
Thats Your Way !
Business is People ☺
43

44. 44

45. Contact Details
Friedel Jonker Wilhelm-Fay-Strasse 30-34
Dipl.-Kaufmann D-65936 Frankfurt
Software Client Leader
IBM Software Group Phone (+49)-69-6645-1227
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, 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, McKinsey,
Chuck House (Stanford Uni.), Thomas Hutzschenreuter (WHU), Gunter Dueck (IBM), Nokia, O2, REWE, Samsung, Siemens, Swisscard,
David Croslin and other leading Thinkers and Practitioners have already done it.
TUI, Vodafone, Volkswagen and more.
Business is People ☺
45

46. Friedel Jonker,
Software Client Leader
IBM Software Group
Career History and Education Selected Programs/Projects
2008- today IBM, Germany, Software Client Leader, Business
Development Manager Analytics & PM, Managing
Consultant CRM & BI
ims: German Business Value Concept to improve Sales Force
1994- 2008 Deutsche Leasing AG, S-Finance Group, Effectiveness based on eBusiness Assessment, Pain Point
Germany, CRM & BI Business and Program Analysis, Definition of Requirements and Portfolio
Director Prioritization.
1990- 1994 Citicorp-Citibank AG, Germany, European Contribution: Lead the German Business Value Concept to
Manager Marketing Database VISA improve Sales Force Effectiveness.
Daimler: Global Concept and implementation coordination
1989- 1990 Ogilvy & Mather Dataconsult, Germany,
Consultant Database Marketing together with the Boston Consulting Group to set up IT/Data
Governance and Data Modelling/Re-Engineering of an As/is
1988- 1989 Infas, Germany, LOCAL-Direct Project manager Landscape with the objective to reduce costs in development
for SRPM with Location Intelligence (LI) and maintenance and increase and secure the Quality of Data
as a base for high quality use of CRM, BI/LI for Sales & Risk
1982- 1988 University of Münster, Master of Business Performance Management (SRPM).
Management in Marketing & Statistics
Contribution: Lead the IT/Data Governance and acted as the
SME for all IT/Data Governance related issues at the
Languages and Profile company.
German, English (fluent). Dresdner Bank/Commerzbank: Definition of a Business
CRM, BI/LI Strategy Leader IBM GBS Germany. Driven Traffic Light Test Management Concept to successfully
implement an Oracle/Siebel CRM & BI solution.
Winner of the Sales Excellence Award 2005 from the University
of St. Gallen and Handelsblatt. Contribution: Lead the Testmangement and acted as the SME
for all CRM & BI related Testmanagement matters. The
Broad experience in Planning and Implementing value based Testmanagement Concept is now used as a global handbook
CRM & BI/LI Strategy, Processes, Architecture and Systems. for Testmanagement.
Member of the MIT, Sales Executive Councile, SAMA and
member of Marketing Alumni, University of Münster, Germany
46

47. Selected IBM Learning History 2008-2011
Selected IBM Learning History 2008-2011
From To Learnings
2011/02/07 2011/02/08 IBM Analytics & Performance Management Fast Start 2011, London
2010/09/13 2010/09/17 IBM Cognos 10 Business Intelligence One Week Workshop 2010,
Frankfurt
2010/05/18 2010/05/21 IBM Information On Demand (IOD) Conference 2010, Rome
2008/09/26 2008/09/26 Germany Information On Demand University 2008, Stuttgart
2008/09/08 2008/09/19 SAP CRM 2007 Reskilling Training, Walldorf
2008/08/22 2008/08/22 LEADing@IBM - elearning for Leader Foundation, Frankfurt
2008/06/04 2008/06/06 SAP Skills Transformation Training Event, Frankfurt
2008/03/14 2008/03/15 Customer Value Mangement Communication and Education IMT
Germany, Stuttgart
2008/02/18 2008/02/20 EMEA Customer Focused Enterprise Workshop, London
47

48. References 1994-2010
References –Literature and Presentations 1994-2010
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.
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, Febraur
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
Vom Callcenter zum Intelligent Multichannel Customer Management Center, IBM Callcenter Circle, Hamburg HASPA, Mai 2008
Neue Technologien schaffen eine Demokratisierung der Information, Initiative Mittelstand
http://www.imittelstand.de/themen/topthema_100288.html , 16.11.2009
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
48

49. References
49