SUGARCRM on IBM Journey Guide

1. Those will not reach the destination,
who do not know where the journey
will go. Michel de Montaigne
SUGARCRM EMEA
SUGARCRM on IBM
Journey Guide
2012/02/24
Friedel Jonker
Business Development Manager
IBM & SUGARCRM
jonker@de.ibm.com, Friedel.Jonker@sugarcrm.com

2. Friedel Jonker,
Business Development Manager
IBM & SUGARCRM
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

3. 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,
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
Multichannel Customer Management (2008-2009)
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
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 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

4. SUGARCRM on IBM

5. The disruptions leading to Social Business
Social Analytics Mobility Cloud
Global

6. Follow The Money –Forrester Research Interactive Advertising
http://www.edelmandigital.com/2010/04/21/social-business-planning-aligning-internal-with-external/

7. Ranking of business strategies CIOs selected as one of their
Top 3 in 2011 and projected for 2014
Ranking of business strategies CIOs selected as one of their
top 3 in 2011 and projected for 2014
CIO Strategies
Source: Gartner, Reimagining IT: The 2011 CIO Agenda

8. CMOs plans to increase or decrease the us of the following
tools/technologies over the next 3-5 years (CMO Study 2011)

9. Majority of CMOs are eager to deploy tools and technologies
to grapple with growing volume, velocity and variety of data
(CMO Study 2011)
Plans to increase the use of technology
Percent of CMOs selecting technologies
Social media 82% 50%
Customer analytics 81%
CRM 81%
Mobile applications 80%
Content management 73%
Tablet applications 72%
Single view of customer 70%
Collaboration tools 68%
Predictive analytics 66%
Reputation management 63%
Search engine optimization 62%
Campaign management 61%
Score cards/dashboards 56%
E-mail marketing 46%
Source: Q22 Do you plan to decrease or increase the use of the following technologies over the next 3 to 5 years? n=1616 to 1671

10. As a result, cloud is an increasingly attractive means
of creating and delivering IT services.
Value delivered From traditional To cloud
Change management Months Days or hours
Test provisioning Weeks 20 minutes
Install database 1 day 12 minutes
Install of operating system 1 day 30–60 minutes
Provisioning environment ▄ 51% cost savings
Design and deploy business applications Months Days/Weeks
“Our commitment to informed decision making led us to consider private cloud
delivery of Cognos via System z, which is the enabling foundation that makes
possible +$20M savings over 5 years.”
– IBM Office of the CIO

11. Social Business Profit: McKinsey, eMarketer
about Web2.0 and Social Media

12. SUGARCRM on IBM -Leadership
Market leading technology
IBM Connections – Marketshare leader in Enterprise Social software, IDC 2011
IBM Sametime - Major Player in IDC’s 2011 MarketScape for Unified Communications Voice
Infrastructure
IBM Lotus Live - Named in leadership quadrant of Gartner's 2011 web conferencing report
IBM SPSS - 250,000 customers in 100 countries
IBM Cognos - Market share leader in Enterprise BI Platforms, Forrester Wave Q4 2010
SugarCRM - Over 8,000 customers and more than 800,000 users

13. SugarCRM on IBM
Open Social Business Platform
Mobile Cloud
IBM and SugarCRM
Open Social
Business Platform
Ecosystem Social

14. SUGARCRM on IBM -Integration with your social
networks, applications and devices of your choice

15. SugarCRM on IBM
Ready to Start Integrations for the Social Business

16. SUGARCRM on IBM
Run Anywhere
RUN ANYWHERE
• Any Device
• Any Platform
• Any Cloud
On Site

17. SUGARCRM on IBM Social Business is Key to IBM's Growing
Portfolio of SmartCloud Business Solutions
Social Business
Smarter
Commerce
Business Analytics &
Optimization

18. SUGARCRM on IBM WebSphere Commerce
Integrated brand experience to meet consumer shopping needs across all
channels:
• Consistent promotions across Store, Mobile, Web, and Catalog
• Buy On Mobile / Buy Online, Pickup in Store
• Mobile SMS for Order Status, text to bring purchase to your car
IBM WebSphere Commerce provides the underlying e-commerce platform behind
the cross-channel shopping experience
Browse Catalog Product Detail Ratings & Compare Search Add to Cart Select Pickup Store View Order
Reviews Products Products & Checkout Confirmation

19. SUGARCRM on IBM –Integration with LotusLive – A
Broad Portfolio of Cloud-Based Offerings
Web Conferencing Collaboration eMail
LotusLive Meetings LotusLive Engage LotusLive Notes
A full-featured, easy-to-use Web An integrated suite of tools that An online version of IBM’s popular
conferencing service combines your business network Lotus Notes email and calendaring
with collaboration and conferencing and scheduling product
services
LotusLive Events LotusLive Connections LotusLive iNotes
Provides tools to create, manage Combines your business network with Web-based messaging service for e-
and conduct webinars for up to 999 collaboration services mail and personal calendar
attendees
Work with anyone from anywhere – all with IBM's focus on security,
reliability and enterprise integration

20. SUGARCRM on IBM in the box
A series of social capabilities...which can be used on their own, or together …or
as a way to make other applications more social
Profiles Home page
Find the people you need See what's happening across your
social network
Communities
Work with people who share
common roles and expertise Social Analytics
Discover who and what you don’t
Files know via recommendations
Post, share, and discover documents,
presentations, images, and more
Micro-blogging
Wikis Reach out to your social network
Create web content together
Activities Bookmarks
Organize your work and tap Save, share, and discover bookmarks
your professional network
Forums Blogs
Exchange ideas with, and benefit Present your own ideas, and learn
from the expertise of others from others

21. SUGARCRM on IBM –Social Dashboard
Social Dashboard
Morning Report style user
interface keeps track of upcoming
events and relevant activity
throughout LotusLive
Core LotusLive services and
integrated 3rd party business
applications seamlessly integrate
into the activity stream
Share box allows you to
immediately share content from
anywhere within LotusLive
Secure file-sharing

22. SUGARCRM on IBM –Activity Stream
Gather the e-mails, IM chats,
documents, messages, and
other information that you and
your team need to accomplish
a project
Assign To Dos to project
members
Customize and organize an
activity with sections
Create an activity for use by
the members of a community
Create Activity Templates to
capture and reuse best
practices

23. SUGARCRM on IBM Cognos Smart Analytics Cloud

24. SUGARCRM on IBM -Integrated Realtime Corporate
Management/Cognos (IRCM) to lead your Business to Success
Unified Workspace across multiple
styles of analysis
Business
Insight
Analytical Reporting Trending Scenario Modeling Advanced Analytics
Drill Slice and Dice What-if What might be

25. Integration of IRCM with Connections/LotusLive to
Drive Business Value
IBM Cognos 10 BI Connections/
LotusLive (LL)
Reports
Ad-hoc queries IBM Cognos
Connection/LL Blogs Activities Profiles Files
Integration
Analysis Wikis Bookmarks Communities
Dashboards

26. SUGARCRM on IBM –Social Business
Toolkit API Development Framework
IBM Social Business Toolkit APIs
IBM Value-added Modules Partner Value-added Modules
Business Enterprise Public Social
Commerce Social Networks Rich Media
Analytics Content Mgmt Applications
Business Application Compliance & Gaming
Social Analytics Process Mgmt Integration Archiving Discovery
IBM Social Business Core Modules
Profiles Presence, Chat Messaging & Workflow &
Communities & Telephony PIM Forms Portal
Social Collab. Microblogging Meetings & Document Mobile Connectors
Services Audio/Video Management
Social
CRM & BI

27. SUGARCRM on IBM –Open API
● Published REST API for data interchange with each service
─ Homepage, Profiles, Communities, Bookmarks, Blogs, Activities, Files, Wikis – all supported
● Common behavior across services
─ API Version
─ Authentication
─ Common Entry types / Resources
● Open API for creating your
own widgets
● Check out the catalog for
applications which IBM,
partners, and individuals
have submitted

28. SUGARCRM on IBM –An Extensible
Open ISV Integration Platform
• Ecosystem of
integrated ISV
applications enable
end-to-end solutions
• OpenSocial REST
APIs and extension
Partner Services points
• Standards-based
authentication,
Social Business Toolkit encryption and single
sign-on
• Link enterprise or ISV
applications to the
Social Business cloud
LotusLive Services

29. SUGARCRM on IBM -Integrated Offerings
Integrate with
Cognos for BI
SPSS for advanced analytics
Connections Unica for Marketing automation
LotusLive LotusLive for collaboration
LotusNotes Connections for collaboration
Lotus Notes for email
CastIron for web integration
Deploy in the cloud
IBM SmartCloud Enterprise
Deploy on-premise
Series i
Series p
Series x
Database DB2
Services from IBM GBS

30. Why SUGARCRM on IBM for Social Business
IBM delivers social
Advantage
solutions that connect
• increase customer retention people both inside and
• attract new customers outside your company
• maintain competitive advantage
IBM connects social and
collaborative capabilities
Advantage
across all business
• Open collaboration processes
• among employees
• and with external parties IBM and SugarCRM
• social networks of choice deliver Social Business on-
premise and in the cloud

31. SUGARCRM on IBM - Technology Roadmap
PRM Unica
Commerce
Sugar 6.6
Smarter
Forecasting eCommerce
Open Social
Consumer Cognos
Activity
Streams SameTime
Business
Business
Social
Social
Sugar 6.5 Connections
UI Enabled
for Vulcan Lotus
Sugar 6.4
Open Social
Technologies
Producer DB2
Core
Offline Client AIX or Linux
p, x, i series & SCE

32. Sugar 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

33. General Guideline
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

34. Why SUGARCRM on IBM for Social Business
in the Cloud
End-to-End Cloud Services
Social Business Leadership
Enterprise-Class Solutions
End-to-end cloud service

35. Go for Social Business with SUGARCRM on IBM
• IBM Connections • IBM Customer
• IBM FileNet Experience Suite
• IBM Quickr • WebSphere Portal
SUGAR ON IBM
Whitepaper
Corporate Exceptional
Social Web
Network Experience
Social Web-
Web-
Media Meeting
Monitoring / Chat
Compliance Telephony
• IBM Cognos
Consumer Insight • IBM Sametime
• Partner-Lösung: • IBM Sametime
Actience Vantage Unified Telephony

36. Social Business and Social CRM
Have a vision
Choose an Open CRM System
Enable a flexible, Cloud 2.0 infrastructure
Integrate with all your business software applications
Integrate with the social media networks used by
your customers

37. Microsoft The Sweeter Road
Oracle
SFDC

38. SugarCRM: The World’s Fastest Growing CRM Company
SugarCRM
Net Promotor Score
Business
The world’s fastest growing CRM company
$46M in financing from NEA, DFJ, and Walden Intl.
Founded April 2004; 200 Employees; Cupertino, CA
Market Traction
8,000+ customers in 70+ countries
800,000+ users on 70,000+systems
Over 9M downloads of Sugar Community Edition
220+ partners on five continents
Growth/Momentum
Cash flow positive since Sept 2010
Over 52% billings growth FY 2010 vs FY 2009
More than 2,200 new customers in FY 2010

39. SugarCRM: 8,000+ Customers in 70+ Countries

40. 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 ☺