IBM Social Business Development for CXOs

Business is People ☺

IBM Social Business DevelopmentOur Answers of 3 CXOs Questions

Friedel JonkerIBM Software Client Leader

The 7 Cs of IBM Social Business DevelopmentCreativity, Competence, Contacts, Communication, Connections, Collaboration and Change

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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 ?

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

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As the world’s largest business software company, IBM is helping organizations of all sizes tackle their most important business needs*

Turn information into insights

Drive business integration and optimization

Connect and collaborate

Enable product and service innovation

Optimize the impact of business infrastructures and services

Manage risk, security, and compliance

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IBM solutions are built on a core set of software capabilitiesTurning Information into Insights Business Analytics

Data Management

Data Warehousing

Enterprise Content Management

Information Governance

Information Integration and Federation

Drive Business Integration and Optimization

Application Infrastructure

Business Process Management

Commerce

Connectivity and Integration

Enterprise Marketing Management

Connect and Collaborate Social Business Application Development

Social Collaboration

Unified Communications

Web Experience

Enable Product and Service Innovation

Application Lifecycle Management

Complex and Embedded Systems

Design and Development

Enterprise Architecture and Portfolio Management

Enterprise Modernization

Security

Optimize the impact of business infrastructures and services

Asset Management

Business Service Management

Cloud and Virtualization Management

Network and Service Assurance

Security

Storage Management

Systems Management

Manage Risk, Security, and Compliance

Application and Process

Data and Information

Network, Server, and Endpoint

People and Identify

Physical Infrastructure

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“The magic of our industry - you enter 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

CXOs citing creativity as a top leadership quality provided new insights into leading in the new economic environment

Global thinking enables the best assessment of risks, you can meet in developing your business.

Deputy General Director, Telecommunications, Russia

“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 Republic

Quelle: IBM Global CEO Study 2010; n (1541)

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Global Leaders highlighted the need to improve their use of realtime information to enhance decision making

Information Integrated from multiple data sourcesInformation used for realtime decision making

Importance

Area of Focus

Below the Radar

Safety Net Ideal Zone

Information-related components

Cur

rent

Cap

abili

ty

15% 20% 25% 30% 35% 40% 45% 50% 55% 60%

Integrated data sources

Used for realtime decision making

Info displayed differentlyfor different audiences

Rate and comment on business information

Automatically pushed to stakeholders

15%

20%

25%

30%

35%

40%

45%

50%

55%

60%

Quelle: A New Way of Working. Insights from Global Leaders Study 2010, N=300

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Source: IBM Global CIO Study 2009; n = 2345

“In Zeiten in denen Unternehmen in den meisten Indu strienüber ähnliche Produkte und vergleichbare Technologi en verfügen sind hochperformante Geschäftsprozesse einer der letzten verbleibenen differenzierenden Wettbewerbsvorteile.

Tom Davenport, “Competing on Analytics”

57%

55%

61%

62%

63%

64%

66%

70%

76%

80%

63%

68%

70%

67%

71%

73%

71%

73%

77%

86%

Unified Communication

SOA/Web Services

Business Process Management

Application Harmonization

Self-Service Portals

Customer and Partner Collaboration

Mobility Solutions

Risk Management and Compliance

Virtualization

Business Intelligence and Analytics

Zehn der wichtigsten visionären Planungselemente

Interviewte CIOs konnten soviel auswählen wie Sie wollten

Highgrowth

Low growth

BI/Analytics Nr. 1 der Investitionen zur Steigerung der

Wettbewerbsfähigkeit

IBM Global CIO Study 2009

Harvard and Tom Davenport -Competing on Analytics

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IBM Synergy Play Platform -Extending BI for Enterprise 2.0

Enterprise 2.0

Hardware &Systems

Management

Data & Content Management

Data Integration

Business Intelligence, Performance Management

Connecting People and Information to Drive Better Business Performance …

User generated Content

Web 2.0 Interfaces

Platform for decision making

SOA: Dynamic Applications

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1010

Buy Market Sell Service

Core business processesCORE BUSINESS SOLUTIONS

Advanced analyticsStore analytics | Purchase analytics | Consumer loyalty | Predictive and prescriptive | Social Analytics | Master data management

Sourcing and procuring goods

and materials required to

deliver products and services to

meet customer demand

Selling and fulfillment of products

and services across multiple

channels to drive sales

Servicing customer needs across

all interaction channels to drive

repeat sales and enhance lifetime

value of a customer

• Cross-Channel Order Capture, Cart

and Catalog

• Customer-centric Shopping Experience

• B2C/B2B StorefrontsCoremetrics• Digital Analytics

• Behavioral Segmentation

• Search Optimization, Ad

Targeting, and Real-time

Website

Recommendations

Sterling Commerce• Cross Channel Order

Management

• Configuration

• Pricing

• Multi-vendor catalog

• Quoting

Sterling Commerce• Distributed Order Management

• Warehouse Management

• Transportation Management

• Supply Chain Visibility Sterling

Collaboration Network/B2B Services

Unica• Cross-channel

Campaign Mgmt

• Real-time Decisioning,

Event Detection, and

Contact Optimization

• Operations Mgmt

ILOG Supply Chain• Network Optimization

• Transportation Optimization

Sterling Commerce• Warehouse Management

• Transportation Management

• Supply Chain Visibility

• Sterling Collaboration

Network/B2B Services

ILOG Supply Chain• Product Optimization

• Inventory Optimization

Retail Store Solutions

• Retail POS Solutions

• Self-Service Portal/Kiosk

• POS Applications

Sterling Commerce• Delivery & service Scheduling

• Reverse Logistics

IBM Case Manager• Case Design, Run-time, Analytics

• Collaboration

• Rules & Events

PureScale Application

Systems

Smart Analytics

System BPM Suite

Workload Optimized Systems(Z-Enterprise, Power, X, Storage and Systems Software)

focused on agility, integration and automation to drive relevant business outcomes

Developing, delivering, and

measuring relevant and consistent

messages across multiple channels

to drive demand

IBM SWG –IBM Synergy Play 2011 –Business Value Chain

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Enable product and service innovationIntegrating best of breed functionality enriches the capabilities and simplifies deployment and management

Enterprise architecture and

portfolio management

Enterprise architecture, product and portfolio management, requirements

| 2007

Design and development

Software design and development | 2003

Systems engineering and software development | 2008

Open source software development platform | 2001

Application lifecycle

management

Team-based development tools | 2003

Systems engineering and sw development | 2008

Automated build and release mgt. | 2006

Complex and

embedded systems

Tools for complex and embedded systems | 2007

Security

Source code security analysis | 2009

Web application security and compliance | 2007

12

Turn information into insightsIntegrating best of breed functionality enriches the capabilities and simplifies deployment and management

Business analytics

Business intelligence and performance mgt.2008

Predictive analytics2009

Financial governance | 2010

Governance, compliance, risk mgt. | 2010

Web analytics2010

Information integration

and federation

Real time data integration2007

Master data mgt. | 2010

Data warehouse appliances | 2010

Information governance

Archiving and test data mgt.2007

Data discovery2009

Database security2009

Data management

In-memory database2008

Enterprise content management

Data & document capture | 2010

Legal & information governance | 2010

Data warehousing

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Drive Business Integration and OptimizationIntegrating best of breed functionality enriches the capabilities and simplifies deployment and management

Connectivity and integration

B2B integration2010

Cloud integration2010

Business process management

Business rules | 2008

Business event processing2008

BPM for LOB | 2010

Commerce

Selling, order mgmt,supply chain mgmt2010

Optimization | 2008

Enterprise marketing

management

Enterprise marketing mgt.2010

Web analytics | 2008

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Manage risk, security, and complianceIntegrating best of breed functionality enriches the capabilities and simplifies deployment and management

Security governance, risk

management, and compliance

Database Security | 2009

BI and Performance Mgmt Platform | 2008

Data and information

Database Security | 2009

Application Security and Compliance | 2009

Application and processNetwork, server, and endpoint

Web application security & compliance | 2007

Endpoint Management2010

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Potentiale, Interessenten, Kunden, Partner, Wettbewerber und Anwendungs-Benutzer

CRM-Anwendung, …-Anwendung

Datawarehouse(vorhandenen interne/externe Daten)

Geschäfts-Fragestellungen

Geschäfts-Antworten und neue Frage-stellungen

Geschäfts-Entscheidungen/Planung undSteuerung

Benötigte interne/externe Daten

Geschäfts-Performance

BI, SPM, CPM, HCM*1) –Planung,Reporting-, Analyse- und Prognose-Anwendungen

Zeit-/KostenGeschäfts-Ergebnisse

ManagementDevelopment

*1)BI=Business IntelligenceSPM=Sales Performance ManagementCPM=Corporate Performance ManagementHCM=Human Capital Management

Personal MobilePerformance Management

Personal WorkPerformance

Based on:

iPhone®

Anwendungen_Wissen_Medien

zur Steigerung der Performance

BlackBerry®

IBM SWG –IBM Synergy Play 2011 –Architecture Layout 2011

Android ®

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Better Results by Business Analytics and PM

End-to-EndSolutions

Customer & Product Profitability

Workforce Optimization

Dynamic Supply Chain Multi-Channel

Marketing

Financial Risk Insight

Enterprise Data

Management

1. Management of Enterprise Data and Content

Information Integration, Warehousing und

Master Data Mgmt.

3. Trusted Relatime Delivery of Data and Content

Business Intelligenceund

Performance Manangement

4. Analysis, Planning and Use of trusted Data and Content

2. … and use in Business Processes

Enterprise Content

Management

FileNet®

software

DB2®

software

Informix®

software

IBM SWG –IBM Synergy Play 2011 –Architecture Layer 2011

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IBM Synergy Play -Industry Reference Architecture with IBM SWG Product Overlays

MasterDataMgmt

Enterprise Service Hub Service Registry& Repository

EnterpriseService Bus

Service Mgmt& Invocation

BusinessPartner

ServicesReal

Campaign Mgr

3rd PartyProducts/Svcs

CustomerRelationship

Mgmt

RelationshipManagement

DecisionSupport

Marketing

CaseManagement

Banking& Credit

Operations

LoanOrigination

CorporateBanking

RetailBanking

GeneralLedger

Credit Cards

Payments

BusinessMgmt

Resource

Fraud

Product

Risk

Debt

RegulatoryProcess Manager

Process Models

SalesProcesses

MarketingProcesses

ServiceProcesses

ComplianceProcesses

Business Processes

Governance & Monitoring

3rd partyData

FicoCreditScores

DemographicData

CustomerInsight

& Analytics

CustomerAnalytics

BusinessInsight

Search &DiscoveryAnalytics

Threat &Fraud

Analytics

Data Integration/Information Services

InformationFoundation

UnstructuredData

Core Systems

Ban

king

Indu

stry

Mod

els

ContentMgmt

Systems

DocumentMgmt

Systems

Customer Account Product

BankingData

WarehouseDataMarts

Rapid Development & Integration

Multi-ChannelIntegration

ElectronicSignature

UtilitySystems

Enterprise Service Bus Service Registry& Repository

ExternalServices Gateway

Service Mgmt& Invocation

BusinessPartner

ServicesReal

Campaign Mgr

3rd PartyProducts/Svcs

CustomerRelationship

Mgmt

RelationshipManagement

DecisionSupport

Marketing

CaseManagement

Banking& Credit

Operations

LoanOrigination

CorporateBanking

RetailBanking

GeneralLedger

Credit Cards

Payments

BusinessMgmt

Resource

Fraud

Product

Risk

Debt

RegulatoryProcess Manager

Process Models

SalesProcesses

MarketingProcesses

ServiceProcesses

ComplianceProcesses

Business Processes

Security, Management & Governance

3rd partyData

FICOCreditScores

DemographicData

CustomerInsight

& Analytics

CustomerAnalytics

BusinessInsight

Search &DiscoveryAnalytics

Threat &Fraud

Analytics

Banking EnterpriseInformationSystems

ContentMgmt

Systems

DocumentMgmt

Systems

Rapid Development & Integration

Customer

FormsMgmt

Data Warehousing

Call Centers

Internet

Relationship Managers /

Agents

ChannelsBranches

Mobile Banking

ATMs

RulesEngine

Pre

sent

atio

n / I

nter

actio

n S

ervi

ces

ThinClient

RichClient

Ent

erpr

ise

Acc

ess

Ser

vice

s

WebSphere

Process Server

Lotus Forms

WebSphere

Business Monitor

& Business Events

iLog

Banking Data

Warehouse

FileNet

Information

Framework

Tivoli (ITM, TAM, …)

Modeler, WID, RSA, IDA, …

WebSphere ESB, MQ, Message Broker

WMBTT (Build

Option)

Cognos, SPSS

EAS

WMBTT Server

WebSphere

Portal

DataStage

QualityStage

MDM

Server

BankingIndustryExample

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Risk Metrics Summary Credit Risk Dashboard

Counterparty Credit Risk Operational Risk

Finance and Integrated Risk Management (FIRM): Sample Dasboards

Real Time Market Risk

Financial Reporting

19

IBM Rational Architecture Management Solutions

Product & Project ManagementBusiness Planning & Alignment Compliance & Security

Engineering & Software Delivery Tools

Collaborative Lifecycle Management

Enterprise Architecture

Requirements Definition

Portfolio Management

Project Management

ProductManagement Security Business

PoliciesRegulatoryCompliance

Performance Management

DevelopmentTools

Testing Tools

Modeling Tools

Architecture Tools

Quality Management

Change& Release

Management

ConfigurationManagement

Build Management

RequirementsManagement

IT BusinessTransformation

Enterprise Modernization

ManufacturedProducts

Jazz Platform

Manage the architecture transformation

into the Digital Age

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Metadata Server

DataStageInformationAnalyzer

Rational Data Architect

Information Services Framework

BusinessGlossary

3. Profile data sources, mapping to business terms

4. Cleanse data sources,resolving problems foundby profiling.

Deployed application

1. Define business terms in glossary

2. Generate and deploy data model based on business terms

QualityStage

5. Transform data totarget data format, asdefined by data model

DevelopersSubject Matter Experts

DataAnalysts

Business Users

Architects DBAs

IBM Infosphere –Information Supply Chain

Manage the information value chain for trusted

Data, Reports , Analytics and Decisions

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Unified Workspace across multiple styles of analysis

Business Business Business Business

InsightInsightInsightInsight

Analytical ReportingDrill

Trending Slice and Dice

Scenario ModelingWhat-if

Advanced AnalyticsWhat might be

IBM Cognos 10 –Integrated Business & Social Intelligence Solution with Unified Workspace 1. Part

Integrate Business & Social Intelligence

to work proactive withinformation and

to drive business value

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Exploration & Analysis withBusiness Insight Advanced

Business Insight

Social Collaboration withLotus Connections

Reports & Analysis

Real-Time Monitoring

Drag-and-drop content

TM1 Cubes

Metrics

Toolbox

Do More…

Unified BI workspace

IBM Cognos 10 –Integrated Business & Social Intelligence Solution with Unified Workspace 2. Part

Integrate Business & Social Intelligence

to work proactive withinformation and

to drive business value

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Reports

Ad-hoc queries

Analysis

Dashboards

IBM

Lotus-Cognos

Social

Collaboration

CommunitiesBookmarks

Activities Profiles

Wikis

Files

IBM Cognos 10 BI Lotus Connections

Blogs

IBM Lotus-Cognos Social Collaboration

Integrate Business & Social Intelligence

to work proactive withinformation and

to drive business value

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IBM Content AnalyticsDokumente

Facetten

Trends

Abweichungen

Facetten Paare

Time Series

See unknown patterns and trends in the

web and corporate own internal data

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Realtime Recommenda-tions for Web & CRM

Target GroupAnalytics

IBM SPSS Predictive Analytics

Analytical Decision

Improvement

Web-User Analytics

Real-time Identification offraud transactions

Risk Scoring and FraudPrevention

Action Scoring

PersonalizedOfferings

Analyse customer data in Realtime

for One to One Offerings

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� 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

– Customer experience with responsive interaction is guaranteed by workload optimized systems

Generate demand with Unica eMessage

(email creation, delivery, tracking

Marketing messages and

campaigns are defined and

planned using Unica Campaign

Deliver custom landing pages with targeted

messages and promotions via WebSphere

Commerce Precision Marketing

Web

MobileRetail Store Systems

Store

Optimize display and search results with

Coremetrics AdTarget and Coremetrics Search

Insights from

social media,

third party

websites,

purchase

history ,etc

Capture responses and refine

IBM Smarter Commerce Solution

Automated Realtime One to One Multic

hannel Offerings

to informcustomers and sell more with

less costs

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

28

29

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MIT BMW Business Value from Strategic Architecture Management

31

McKinsey –Web 2.0 finds ist payday

32

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

33

Zeit/Integrationsgrad

isoliert konzentriert integriertharmonisiert

StandardizedTechnology

OptimizedCore

BusinessModularity

BusinessSilos

Strategy Architecture Integration Path to Business Value

34

IBM BAO Services methodologyPHADE (Process-Application-Data-Insight-Embed)

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 ?

36

“...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 AwardsIntelligent Enterprise Magazine

Leading Capabilities…

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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

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IBM Unica –Leader in CRM Mulitchannel Campaign Management

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IBM Coremetrics –Leader in Web Analytics

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In neue Dimensionen vordringen: Effiziente Verwaltung von Informationen. Tiefe Einblicke durch Analysen. Prognostizieren und bewerten von Chancen und Risiken. Schnellere und bessereEntscheidungen. Das verstehen wir unter New Intelligence.

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.

A smarterWorld drivesNew Intelligence

New IntelligenceInfrastructures & Applicationsdrives a smarter World

Quelle: W

elt der Wunder 11/2010

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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

Quelle: Welt der Wunder 11/2010

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If you can Do what you

THINK

and wanted to Do.

Thats Your Way !

Business is People ☺

44

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Contact Details

Friedel JonkerDipl.-KaufmannSoftware Client LeaderIBM Software Group

Wilhelm-Fay-Strasse 30-34D-65936 Frankfurt

Phone (+49)-69-6645-1227Fax (+49)-69-6645-5640Mobile (+49)[email protected]

More information from IBM and me. Look at Xing, Linkedin, Youtube, Twitter, Scribd, Slideshare and Lotus Greenhouse.

Join my Networks as Philip Kotler (North.West.Uni), Manfred Krafft (WWU Münster), Thomas H. Davenport (Babson College), Peter Weill (MIT), Jeanne W. Ross (MIT), 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)Chuck House (Stanford Uni.), Thomas Hutzschenreuter (WHU), Gunter Dueck (IBM), David Croslin and other leading Thinkers and Practitioners have already done it.

Business is People ☺

Selection of Companies on my Networks:

3M, Ameriprise, Booz & Company, Citigroup,

Daimler, Deutsche Bank, Deutsche Telekom,

Deloitte & Touchee, Ernst & Young, IBM, McKinsey,

Nokia, O2, REWE, Samsung, Siemens, Swisscard,

TUI, Vodafone, Volkswagen and more.

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Friedel Jonker, Software Client LeaderIBM Software Group

Career History and Education Selected Programs/Projects

� ims: German Business Value Concept to improve Sales Force Effectiveness based on eBusiness Assessment, Pain Point Analysis, Definition of Requirements and Portfolio Prioritization.

Contribution: Lead the German Business Value Concept to improve Sales Force Effectiveness.

� Daimler: Global Concept and implementation coordinationtogether with the Boston Consulting Group to set up IT/Data Governance and Data Modelling/Re-Engineering of an As/isLandscape with the objective to reduce costs in developmentand maintenance and increase and secure the Quality of Data as a base for high quality use of CRM, BI/LI for Sales & RiskPerformance Management (SRPM).

Contribution: Lead the IT/Data Governance and acted as the SME for all IT/Data Governance related issues at the company.

� Dresdner Bank/Commerzbank: Definition of a Business Driven Traffic Light Test Management Concept to successfully implement an Oracle/Siebel CRM & BI solution.

Contribution: Lead the Testmangement and acted as the SME for all CRM & BI related Testmanagement matters. The Testmanagement Concept is now used as a global handbook for Testmanagement.

� 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

Languages and Profile

University of M ünster, Master of Business Management in Marketing & Statistics

19881982-

Infas, Germany, LOCAL-Direct Project managerfor SRPM with Location Intelligence (LI)

19891988-

Ogilvy & Mather Dataconsult, Germany, Consultant Database Marketing

19901989-

Citicorp-Citibank AG, Germany, European Manager Marketing Database VISA

19941990-

Deutsche Leasing AG, S-Finance Group, Germany, CRM & BI Business and ProgramDirector

20081994-

IBM, Germany, Software Client Leader, Business Development Manager Analytics & PM, ManagingConsultant CRM & BI

today2008-

47

Selected IBM Learning History 2008-2011

Selected IBM Learning History 2008-2011

IBM Information On Demand (IOD) Conference 2010, Ro me2010/05/212010/05/18

IBM Analytics & Performance Management Fast Start 20 11, London2011/02/082011/02/07

LEADing@IBM - elearning for Leader Foundation, Frankf urt2008/08/222008/08/22

SAP CRM 2007 Reskilling Training, Walldorf2008/09/192008/09/08

Germany Information On Demand University 2008, Stut tgart2008/09/262008/09/26

IBM Cognos 10 Business Intelligence One Week Worksho p 2010, Frankfurt

2010/09/172010/09/13

LearningsToFrom

EMEA Customer Focused Enterprise Workshop, London2008/02/202008/02/18

Customer Value Mangement Communication and Education I MT Germany, Stuttgart

2008/03/152008/03/14

SAP Skills Transformation Training Event, Frankfurt2008/06/062008/06/04

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� Neue Informationsqualität für das VISA Kartenmanagement der Citicorp, in: Oracle Finanzwelt, 1994

� Database Marketing bei der Deutschen Leasing AG, in: Jahrbuch 2000, Deutscher Direktmarketing Verban d 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. Janu ar 2003

� Erfolgreiches Customer Relationship Management bei der Deutschen Leasing AG, Nordakademie, Elmshorn, e-think-tank, Febraur2003

� Konflikte zwischen Vertrieb und Vertrag lösen, in: Praxismagazin f ür Marktkommunikation der Sparkassen-Finanzgruppe, 2 004, 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.h tml , 16.11.2009

� Integrierte Echtzeit Unternehmenssteuerung (IEU), IBM Partner Channel Kick Off Berlin, Januar 2010, S alesforce.comCloudforce2 Frankfurt, M ärz 2010, Teradata Enterprise Intelligence Summit Berli n, April 2010, IBM Partner University-Frankfurt, April 2010, Bechtle Partner Pr äsentation Mannheim, Juni 2010, FuM Partner Pr äsentation 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 N ürnberg, September 2010, IBM ISV Technical Executive Forum Ehningen, Oktober 2010, Institut f ür BI Stuttgart, Dezember 2010

References 1994-2010

References –Literature and Presentations 1994-2010

49

References