IBM Smarter Business 2012 - Smarter Business with Social CRM

Smarter Business with Social CRM

Sven Heijnen

Sales Director Nordics

SugarCRM

Agenda

• Sugar & IBM Alliance

• IBM & Sugar Technology-Integration

• IBM: Smarter Commerce

• Sugar: Open Social Business Platform

• Example IBM Connections & SugarCRM

Introduction“IBM, in conjunction with our partner SugarCRM, offers

comprehensive CRM services and solutions that deliver distinctive value to our clients through globalization, operational

excellence, process transformation and automation: All supported by IBM brands and partner ecosystems.”

“SugarCRM makes CRM simple, and

offers customers unparalleled choice and control of their data and deployments”.

IBM SugarCRM Alliance

Partnership since 2010Global Strategic Alliance

Target MarketsRetailBanking, Financial Services, InsuranceMedia and EntertainmentShipping & TransportationManufacturing & Hi-TechGovernment & Health CareBusiness Process OptimizationCRM

Joint Initiatives Smarter CommerceSocial BusinessIntelligent TransportSmart CloudPureSystems

The value of SugarCRM and IBM

SugarCRM Value IBM Value

IBM and SugarCRM empower companies around the world to gain and retain more customers and become the engines of a smarter planet by offering open business solutions built on the world’s best platforms.

Makes CRM simple

Deploys quickly on cloud and/or on-premises, offering customers unparalleled choice and control of their data and deployments

Delivers ability to acquire, grow and retain customers via intuitive, open social CRM platform

Provides global and mobile platform as leading provider of open source CRM

IBM and SugarCRM Creating unique Customer Value

Helps clients get to social business

Delivers proven integrated optimized Smarter solutions

Accelerates clients’ sales, marketing and service

Reaches mid-market via channel and holds deep client relationships driving transformations

Makes Smarter Planet real through industry solutions

Delivers affordable scalable systems, storage and software

Finances total solution

Agenda

• Sugar & IBM Alliance• IBM & Sugar Technology-Integration• IBM: Smarter Commerce• Sugar: Open Social Business Platform• Example IBM Connections & SugarCRM

IBM Business Solutions Portfolio

Social BusinessSmarter Commerce

Business Analytics & Optimization

Smarter Planet

Sugar compliments and adds value to the IBM Selling Proposition

IBM Software Portfolio for End-to-End Social Business

SugarCRM & IBM - Integration

Applications

IBM Stack

Platform

SugarCRM and IBM Integration• Sugar integrates with

– Cognos for BI– SPSS for predictive analytics– Smart Cloud for Social Business for collaboration– Connections for collaboration– Lotus Notes for email– WebSphere Cast Iron for web/data integration– DB2 – Database– WebSphere - App Server– Unica, Commerce, Sterling - Smarter Commerce

• Deploy in the cloud– IBM SmartCloud Enterprise

• Deploy on-premise– Series i– Series p– Series x– PureSystems– PowerLinux

• Services from IBM GBS and BPs

Agenda


IBM: Smarter Commerce

„Redefining Commerce in the age of the customer“

IBM Smarter Commerce

Todays customer is dictating a new set of terms in dynamics between buyers and sellers:• Customers are empowered by technology, transparency and an abundance of

information• These information they collect from various sources• They expect to engage with companies when and how they want• Direct with your seller, mobile or digital• They expect consistent experience throughout all channels• They can Champion or sully a brand with the click of the mouse!• Source:

http://www.ibm.com/smarterplanet/de/de/smarter_commerce/overview/index.html?re=spf?csr=emde_agdsp-20120702&cm=k&cr=google&ct=102L412W&S_TACT=102L412W&ck=smarter_commerce&cmp=102L4&mkwid=syGRCfPnn_22781726012_432i044571



IBM Smarter Commerce - an integrated approach

Today‘s customers have no patience, keep up with them - Smarter Commerce is the solution:

• Creates an efficient and seamless system of commerce

• stretches from the sourcing of materials all the way through to after-sale services

• a system that connects and integrates suppliers through powerful collaboration tools

• a system that turns real-time analytics into actions for your customers

• a unique approach that increases the value companies generate for their customers, partners and shareholders in a rapidly changing digital world.

Source: http://www.ibm.com/smarterplanet/de/de/smarter_commerce/overview/index.html?re=spf?csr=emde_agdsp-20120702&cm=k&cr=google&ct=102L412W&S_TACT=102L412W&ck=smarter_commerce&cmp=102L4&mkwid=syGRCfPnn_22781726012_432i044571



Smarter Commerce Transformation

Smarter Commerce: Customer focus

Smarter Commerce: Best-of-Breed Solutions

Smarter Commerce: Industry specific business processes with SugarCRM

Industry specific business processes

Smarter Commerce: Future Ready Technologies

SOCIAL

CLOUD

BIG DATA

MOBILE Industry specific business processes

Agenda


Sugar Vision

• For any professional who interacts with a customer or prospect

• We Provide the information and tools needed to understand, engage and connect with their customer or prospect

• Unlike Traditional CRM systems that manage sales people. We help people who interact with customers do their job

• We help the customer facing professionals do their job better.

Sugar makes CRM easy

Flexible Intuitive Open

Integrates with YOUR

environment.

Optimized for the IBM Stack

Simplified UI. Designed to

maximize user adoption.

Works the way YOU work.

Easy to customize to match how YOU

work.

Run Anywhere

Sugar: 360° Customer View

CRM Activities• Customer Service• Marketing• Sales

Internal Datasources• ERP • Market data• Personal• Product

Ext. Data Sources• Linked-In• InsideView• Hoovers

Specialized Tools• Web Analyse• Business Intelligence• Statistics

Agenda


Example Social Collaboration: IBM Connections & SugarCRM

• http://www.youtube.com/watch?v=a3CnYJImchc

http://www.youtube.com/watch?v=a3CnYJImchc

Sugar + IBM Connections = egbs consulting ab

Sugar Gold Partner and IBM Business Partner

Summarized

Ecosystem Social

CloudMobile

IBM and SugarCRMOpen Social

Business Platform

MicrosoftOracleSFDC

The Sweeter Road

Backup

The Sugar Value!360º Relationship Management Open Ecosystem

SocialMobile

IBM and SugarCRM Deliver Social Selling Capabilities