Opening Keynote: April 24

1
©2012 SugarCRM Inc. All rights reserved.

The Future of CRM is Open
Larry Augustin, CEO

4/30/2012 Copyright © 2011 SugarCRM, Inc. All rights
10

What are the four key
technology trends today?

05/08/09
11 ©2009 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09

Mobile

Social

Cloud

Big Data
05/08/09

Linux
91.5%

Windows
8.5%

4/30/2012 ©2009 SugarCRM Inc. All rights reserved. 13

Mobile

14 ©2009 SugarCRM Inc. All rights reserved. 05/08/09

20

15

0
30
45
50

25

5
10
40

35
Sep-09

Oct-09

Nov-09

Dec-09

Jan-10

Feb-10

Mar-10

Apr-10

May-10

Jun-10

Jul-10

Aug-10

Sep-10

Oct-10

Nov-10

Dec-10

Jan-11
Smartphone Market Share

Feb-11

Mar-11

Apr-11

May-11

Jun-11

Jul-11

Aug-11

Sep-11

Oct-11

Nov-11

Dec-11
Source: comScore reports 2009 - 2011
RIM
Palm
Apple

Other
Google

Symbian
Microsoft

Mobile is built on and with
Open Source

05/08/09

Social

05/08/09

Facebook

800,000,000 users as of Dec 31, 2011
Over 11% of the world population…

LinkedIn

150,000,000 users as of Dec 31, 2011
2% of the world population…

Twitter

450,000,000 users as of Dec 31, 2011
6.5% of the world population…

Social is built on and with
Open Source

05/08/09

Cloud

05/08/09

What are Cloud Service Providers Using?

Provider Built On Makes Available


What are Cloud Users Running?

Linux
91.5%

Windows
8.5%

Source: Private Data

What are Cloud Service Providers Using?

Provider Built On Makes Available


Cloud is built on and with
Open Source

05/08/09

Big Data

05/08/09

Big Data


Big Data is built on and with
Open Source

05/08/09

Mobile

Social

Cloud

Big Data
05/08/09

What does this have to do
with CRM?

05/08/09

The next generation of
applications that leverage
Mobile, Social, Cloud and
Big Data will be built on the
same technology they are

05/08/09

CRM

Mobile Social Cloud Big Data

Open Source

05/08/09

We Base SugarCRM on Three Principles

CRM
User Open Open
First Cloud Ecosystem

Mobile Social Cloud Big Data

Open Source

05/08/09

We Believe in…

User First


User First


We Believe in…

Open Cloud


Open Cloud


We Believe in…

Open Ecosystem


Open Ecosystem

Mobile Cloud

SugarCRM
Open Ecosystem

Integrations Social


CRM for the Open Generation

User First Open Ecosystem

Open Cloud


Introducing Sugar 6.5
Clint Oram, CTO & Co-founder

4/30/2012 Copyright © 2011 SugarCRM, Inc. All rights
51

Keynote

Social Business: The
Path to Happier
Customers

With Social Business: Reinvent the Customer Engagement
Process

Nigel Beck
VP Business Development
IBM Collaboration Solutions

The world is connected: economically, socially and technically

employees customers partners
Self-forming teams around Leading the conversations Becoming on-demand
fast moving opportunities
54
that define brands extensions of the
© 2012 IBM Corporation

Is Social Business new?

The application of social networking tools & culture to business roles, process and outcomes.
 Share ideas, expertise, sense of purpose
 Capture and analyze interactions
 Delivering insights in near-real time, in context


Social Business is transformative for sales, marketing and
customer service

... interviews with
Nearly 9 in 10 CEOs
nearly 220 CRM “If companies could
of 'standout'
decision increase their
companies, ranked
makers, adding social customer retention
getting closer to the
features and mobile rates by 5%, they
customer as the top
access to CRM could grow their
priority, a focus for
applications boosted profits by 25% -
the future.
the productivity of 100%. - Frederick
- IBM Global Survey
sales people by 26.4 Reichheld, The
of CEOs 2
percent. Loyalty Effect 3
- Nucleus Research 1

1 Source: Nucleus Research, Market Focus Report, The Value of Mobile and Social for CRM, March 2012
2 Source: IBM Institute for Business Value, Capitalizing on Complexity: Insights from the 2010 IBM Global CEO Study, May 2010
3 Source: Reichheld, Frederick F., The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value, Harvard Business School Press, 1996
(Revised 2001)

Social Business leads to social selling

REACH DISCOVER

ACT
ENGAGE


Social Business at work


Successful Strategies for forward thinking sales
organizations
Strategic imperatives that can strengthen your likelihood of success:
 Deliver value to empowered customers
 Foster lasting connections
 Capture value, measure results

social content analytics mobility cloud

Four-fifths of respondents in the IBM Global Study of CMOs plan to use customer analytics, customer
relationship management, social media and mobile applications more extensively over the next three
to five years. 1

1 Source: “From Stretched to Strengthened: Insights from the Global Chief Marketing Officer Study.” IBM Institute for Business Value.
October 2011. http://www.ibm.com/cmostudy2011

Keynote

Reality Check: Where
We Are And Where
We’re Headed

CRM Reality Check: Where We Are And
Where We’re Headed

Michael Fauscette,
Group Vice President, Software Business Solutions

© IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12

Connectivity changes everything

Economically

Socially

Technically
© IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12 63

Four Forces of Industry Transformation

Cloud Mobility

Big Data/ Social
Analytics Business


Tech + Major Cultural Shifts…

• New behaviors fueled by
online networks

• Turning to trusted sources
for advice & help

• Shift of influence &
relevance


Leads to Business Change…

•Hyper-Connected

•Global

•Hyper-Competitive

•Innovation driven

•Mobile


Enterprise Systems


IDC’s Social Business Processes
Employee-Focused Customer-Focused

Collaboration
Social Commerce
Brand Maintenance
Customer Experience Management
Supplier Networks
Social Channel Response
Co-Innovation
Social Service Channels

Innovation Management
Customer Engagement

Sales Intelligence Community Generated Content
External Users
Sales Enablement Community-Based Support

Talent Acquisition Social Marketing

Social Learning Social Media Creation

Collaborative Project Management Supplier Networks

Employee Social Network

Internal Users

Socialytics (network behavior, content, social data, customer behavior)

Systems of External Relationships

•Engage Customers in Ongoing
Conversation

•Peer to Peer Support

•Word of Mouth Advertising - Influence

•Interact “When, Where and How” the
Customer Chooses


CRM Today – The Core

Analytics –System of Decision

Sales Marketing Service

Systems of Transaction


Adding Systems of Relationship

Sales Sales Intelligence

Sales Enablement

Collaboration



Social Marketing
Automation
Marketing

Customer Engagement

Socialytics: Sense and
Respond

Collaboration



Service Customer Communities:
Peer to Peer

Socialytics: Sense and
Respond

Collaboration

“The New Marketing”


Processes span “firewalls” and
“Labels”


Realities

“Social Layer” (new UX – transitionary?)
New
App
New
App Stable (but Aging) “Core”

New New
New App
App App


Next Generation

Module Module Module

Next Generation Platform

Module Module Module


Social Business Maturity Model


Free IDC Social Business Research

Downloads available at:
http://www.idc.com/research/socialbusiness.jsp

Contact

Michael Fauscette

mfauscette@idc.com

Twitter: @mfauscette

Blog: www.mfauscette.com

Social Business Community:
http://idc-insights-community.com/SocBiz

© 2011 IDCVisit us at IDC.com and follow us on Twitter: @IDC
© IDC Apr-12

Opening Keynote: April 24

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