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2. The Future of CRM is Open Larry Augustin, CEO4/30/2012Copyright 2011 SugarCRM, Inc. All rights10 3. What are the four key technology trends today?05/08/09112009 SugarCRM Inc. All rights reserved. 2009 SugarCRM Inc. All rights reserved. 05/08/09 4. Mobile SocialCloudBig Data05/08/0912 2009 SugarCRM Inc. All rights reserved. 2009 SugarCRM Inc. All rights reserved. 05/08/09 5. Linux91.5% Windows8.5%4/30/2012 2009 SugarCRM Inc. All rights reserved. 13 6. Mobile142009 SugarCRM Inc. All rights reserved. 05/08/09 7. 20 15 03045 5025 5 10 4035 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10Jul-10 Aug-10 Sep-10 Oct-10 Nov-10 Dec-10 Jan-11Smartphone Market Share Feb-11 Mar-11 Apr-11 May-11 Jun-11Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11Source: comScore reports 2009 - 2011RIMPalmAppleOther Google Symbian Microsoft 8. Open Source Enables Android 9. Open Source Enables iPhone 10. Open Source Enables Mobile 11. Mobile is built on and with Open Source05/08/0919 2009 SugarCRM Inc. All rights reserved. 2009 SugarCRM Inc. All rights reserved. 05/08/09 12. Social05/08/0920 2009 SugarCRM Inc. All rights reserved. 2009 SugarCRM Inc. All rights reserved. 05/08/09 13. Social Networking 14. Facebook 800,000,000 users as of Dec 31, 2011 Over 11% of the world population 15. LinkedIn 150,000,000 users as of Dec 31, 2011 2% of the world population 16. Twitter450,000,000 users as of Dec 31, 20116.5% of the world population 17. Social Networking 18. Social is built on and with Open Source05/08/0926 2009 SugarCRM Inc. All rights reserved. 2009 SugarCRM Inc. All rights reserved. 05/08/09 19. Cloud05/08/0927 2009 SugarCRM Inc. All rights reserved. 2009 SugarCRM Inc. All rights reserved. 05/08/09 20. What are Cloud Service Providers Using? Provider Built On Makes Available 4/30/2012 2007 SugarCRM Inc. All rights reserved. 28 21. What are Cloud Users Running?Linux91.5% Windows8.5% Source: Private Data4/30/2012 2009 SugarCRM Inc. All rights reserved. 29 22. What are Cloud Service Providers Using?Provider Built On Makes Available4/30/20122007 SugarCRM Inc. All rights reserved. 30 23. Cloud is built on and with Open Source05/08/0931 2009 SugarCRM Inc. All rights reserved. 2009 SugarCRM Inc. All rights reserved. 05/08/09 24. Big Data05/08/0932 2009 SugarCRM Inc. All rights reserved. 2009 SugarCRM Inc. All rights reserved. 05/08/09 25. Big Data4/30/2012 2009 SugarCRM Inc. All rights reserved. 33 26. Big Data4/30/2012 2009 SugarCRM Inc. All rights reserved. 34 27. Big Data is built on and with Open Source05/08/0935 2009 SugarCRM Inc. All rights reserved. 2009 SugarCRM Inc. All rights reserved. 05/08/09 28. Mobile SocialCloudBig Data05/08/0936 2009 SugarCRM Inc. All rights reserved. 2009 SugarCRM Inc. All rights reserved. 05/08/09 29. Mobile SocialCloudBig Data05/08/0937 2009 SugarCRM Inc. All rights reserved. 2009 SugarCRM Inc. All rights reserved. 05/08/09 30. What does this have to do with CRM?05/08/0938 2009 SugarCRM Inc. All rights reserved. 2009 SugarCRM Inc. All rights reserved. 05/08/09 31. The next generation of applications that leverage Mobile, Social, Cloud andBig Data will be built on the same technology they are05/08/0939 2009 SugarCRM Inc. All rights reserved. 2009 SugarCRM Inc. All rights reserved. 05/08/09 32. The next generation of applications that leverage Mobile, Social, Cloud andBig Data will be built on the same technology they are05/08/0940 2009 SugarCRM Inc. All rights reserved. 2009 SugarCRM Inc. All rights reserved. 05/08/09 33. CRM MobileSocialCloud Big DataOpen Source05/08/09412009 SugarCRM Inc. All rights reserved. 2009 SugarCRM Inc. All rights reserved. 05/08/09 34. We Base SugarCRM on Three Principles CRMUserOpen OpenFirst CloudEcosystem MobileSocialCloud Big DataOpen Source05/08/09422009 SugarCRM Inc. All rights reserved. 2009 SugarCRM Inc. All rights reserved. 05/08/09 35. We Believe inUser First4/30/2012 2012 SugarCRM Inc. All rights reserved. 43 36. User First 4/30/2012 2011 SugarCRM Inc. All rights reserved. 44 37. We Believe inOpen Cloud 4/30/2012 2012 SugarCRM Inc. All rights reserved. 45 38. Open Cloud 4/30/2012 2009 SugarCRM Inc. All rights reserved. 46 39. We Believe in Open Ecosystem 4/30/2012 2012 SugarCRM Inc. All rights reserved. 47 40. Open EcosystemMobile Cloud SugarCRM Open EcosystemIntegrations Social4/30/2012 2012 SugarCRM Inc. All rights reserved. 48 41. CRM for the Open Generation User First Open Ecosystem Open Cloud4/30/2012 2012 SugarCRM Inc. All rights reserved. 49 42. The Future of CRM is Open 43. Introducing Sugar 6.5Clint Oram, CTO & Co-founder4/30/2012Copyright 2011 SugarCRM, Inc. All rights51 44. KeynoteSocial Business: ThePath to Happier Customers 45. With Social Business: Reinvent the Customer EngagementProcessNigel BeckVP Business DevelopmentIBM Collaboration Solutions 46. The world is connected: economically, socially and technically employees customers partners Self-forming teams around Leading the conversations Becoming on-demand fast moving opportunities54 that define brandsextensions of the 2012 IBM Corporation 47. 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 2012 IBM Corporation 48. Social Business is transformative for sales, marketing andcustomer service ... interviews withNearly 9 in 10 CEOs nearly 220 CRM If companies couldof standout decision increase theircompanies, ranked makers, adding socialcustomer retentiongetting closer to the features and mobilerates by 5%, theycustomer as the top access to CRMcould grow theirpriority, a focus for applications boosted profits by 25% -the future. the productivity of100%. - Frederick- IBM Global Survey sales people by 26.4 Reichheld, Theof CEOs 2 percent. Loyalty Effect 3 - Nucleus Research 11 Source: Nucleus Research, Market Focus Report, The Value of Mobile and Social for CRM, March 20122 Source: IBM Institute for Business Value, Capitalizing on Complexity: Insights from the 2010 IBM Global CEO Study, May 20103 Source: Reichheld, Frederick F., The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value, Harvard Business School Press, 1996(Revised 2001) 2012 IBM Corporation 49. Social Business leads to social selling REACHDISCOVER ACTENGAGE 2012 IBM Corporation 50. Social Business at work 2012 IBM Corporation 51. Successful Strategies for forward thinking sales organizationsStrategic imperatives that can strengthen your likelihood of success: Deliver value to empowered customers Foster lasting connections Capture value, measure results social contentanalyticsmobility cloudFour-fifths of respondents in the IBM Global Study of CMOs plan to use customer analytics, customerrelationship management, social media and mobile applications more extensively over the next threeto five years. 11 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 2012 IBM Corporation 52. KeynoteReality Check: Where We Are And Where Were Headed 53. CRM Reality Check: Where We Are And Where Were HeadedMichael Fauscette,Group Vice President, Software Business Solutions IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12 54. Connectivity changes everythingEconomicallySocially Technically IDC Visit us at IDC.com and follow us on Twitter: @IDCApr-12 63 55. Four Forces of Industry Transformation Cloud MobilityBig Data/ SocialAnalytics Business IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12 64 56. Tech + Major Cultural Shifts New behaviors fueled byonline networks Turning to trusted sourcesfor advice & help Shift of influence &relevance IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12 57. Leads to Business ChangeHyper-ConnectedGlobalHyper-CompetitiveInnovation drivenMobile IDCVisit us at IDC.com and follow us on Twitter: @IDC Apr-12 58. Enterprise Systems IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12 59. IDCs Social Business ProcessesEmployee-FocusedCustomer-Focused Collaboration Social Commerce Brand Maintenance Customer Experience Management Supplier NetworksSocial Channel ResponseCo-Innovation Social Service Channels Innovation Management Customer Engagement Sales IntelligenceCommunity Generated ContentExternal Users Sales Enablement Community-Based Support Talent AcquisitionSocial MarketingSocial Learning Social Media CreationCollaborative Project Management Supplier Networks Employee Social NetworkInternal Users Socialytics (network behavior, content, social data, customer behavior) IDC Visit us at IDC.com and follow us on Twitter: @IDCApr-12 60. Systems of External RelationshipsEngage Customers in OngoingConversationPeer to Peer SupportWord of Mouth Advertising - InfluenceInteract When, Where and How theCustomer Chooses IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12 61. CRM Today The CoreAnalytics System of Decision Sales Marketing ServiceSystems of Transaction IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12 62. Adding Systems of RelationshipSalesSales Intelligence Sales Enablement Collaboration IDC Visit us at IDC.com and follow us on Twitter: @IDCApr-12 63. Adding Systems of Relationship Social Marketing AutomationMarketing Customer Engagement Socialytics: Sense andRespond Collaboration IDC Visit us at IDC.com and follow us on Twitter: @IDCApr-12 64. Adding Systems of RelationshipService Customer Communities: Peer to PeerSocialytics: Sense and RespondCollaborationThe New Marketing IDCVisit us at IDC.com and follow us on Twitter: @IDCApr-12 65. Processes span firewalls andLabels IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12 66. RealitiesSocial Layer (new UX transitionary?) New App New App Stable (but Aging) CoreNewNew New AppAppApp IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12 75 67. Next GenerationModule Module ModuleNext Generation PlatformModule Module Module IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12 76 68. Social Business Maturity Model IDC Visit us at IDC.com and follow us on Twitter: @IDC Apr-12 77 69. Free IDC Social Business Research Downloads available at: http://www.idc.com/research/socialbusiness.jsp IDC Visit us at IDC.com and follow us on Twitter: @IDCApr-12 78 70. ContactMichael Fauscettemfauscette@idc.comTwitter: @mfauscetteBlog: www.mfauscette.comSocial Business Community:http://idc-insights-community.com/SocBiz 2011 IDCVisit us at IDC.com and follow us on Twitter: @IDC IDC Apr-12 71. Keynote Panel 72. 812012 SugarCRM Inc. All rights reserved.