The Top 5 Technology Trends to Disrupt CRM Architectures and TechnologyEd ThompsonWelcome! Heres how to participate in todays webinar You can listen to the presentation using your computers speaker system as the default (VoIP). Or dial the conference line by selecting Use Telephone in the webinar audio pane. Have a question for the presenter(s)? Type it into the Questions panewe will answer as many as time permits. A recording of this presentation will be sent to you within 48 hours. If you would like a copy of todays presentation, contact your Gartner Account Executive or visit Gartner.com/webinars. A copy of the presentation will be available within 24 hours. Please note you may be polled during the webinar; only aggregate answers will appear.Our world-class, objective insight is drawn from thousands of daily client interactions65% of Fortune 1000; 85% of Global 50060+ Conferences3,700 CIOs650 Analysts Across 80 Countries100,000 IT End-User Inquiries 10,000 Media Inquiries2 Million+ IT End-User Searches60,000 Clients10,000 Client Enterprises 5,500 Benchmarks2 2009 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.The Top 5 Technology Trends to Disrupt CRM Architectures and TechnologyEd ThompsonGartner CEO Survey 1Q 2010 Top CEO ConcernsStart 2009 1. Cutting operating costs2. Increasing revenues3. Preserving cash4. Sourcing fresh capital5. Liquidating assetsStart 2010 1. Retaining customers and enhancing existing relationships2. Maintaining competitive advantage3. Attracting new customers4. Attracting and retaining skilled workers/talent5. Reducing costs via better efficiency2010 CEO Business Priorities Industry VariationsCEO Issue No1 in Government, Education Cost Cutting Starts In EarnestCEO Issue No1 in Media, Automotive, Airlines, Pharma, Construction Continued RestructuringCEO Issue No1 in Banks, Insurance, Telco, Consumer Goods, Business Services Planning for a Return To GrowthCEO Issue No2 in All Industries Rebuilding Trust2010: CIO Business PrioritiesSource: Gartner EXP WW CIO Survey 2010; N = 1,600Expanding current customer relation shipsTargeting customers and markets more effectivelyAttracting and retaining new customersCreating new products or services (innovation)Worldwide IT Spending: Will Increase 1.3% in 2010Source: Gartner EXP WW CIO Survey 2010; N = 1,600CRM Software License RevenueTotal Enterprise Software Revenue by Subsegment, 2008-2013 (Millions of U.S. Dollars) 4Q09 UpdateMarket2007 2008 2009 2010 2011 2012 2013 CAGR 2008-2013 Other Application Software25,27426,49824,56024,00524,24326,17828,5301.5%ERP20,26021,37820,47620,89721,51322,37623,4351.9%Office Suites12,87213,74812,82213,33514,42315,23315,9553.0%CRM8,1309,1479,1799,66410,23710,98111,8765.4%Supply Chain Management5,9596,3476,4256,7877,2037,6968,2475.4%Enterprise Content Management3,0553,3573,4073,6814,1224,5755,0328.4%E-Mail and Calendaring 2,9833,2283,2853,4903,8744,3004,7297.9%Digital Content Creation3,5023,6252,9653,1413,5693,9084,2563.3% Web Conferencing and Team Collaboration1,6792,0222,3462,7783,3263,9754,72318.5%Project and Portfolio Management1,1211,2041,1971,2541,3431,4891,6386.3%Applications Total84,83690,55486,66389,03493,851100,711108,4203.7%Key Issues Which technology trends will dominate and shape the CRM application environment to 2013? How will the CRM application vendor landscape evolve in response to the new architectures and technologies? ProcessIntegrated CRM processes. “best practice“ Data ModelImposed data model covering CRM.CRM SuiteValueSales, CSS and marketing functions in a single suite Example Vendors Integrated CRM and ERP processes. “best practice“ Imposed data model covering CRM and ERPEnterprise SuiteProvide an integrated suite from a single platformCDC Software, Epicor, IFS, Infor, Oracle, Sage, SAPRe-express own processes Rules engine, repeatable Designed to fit established data model(s)Control own architecture, differentiate processes Portrait, Chordiant, Sword Ciboodle, Pegasystems Limited process integration. “best practice“ Some impose data model Others dont. Best of Breed CRMBest operation for department or industry Aprimo, CAS, Cegedim Dendrite, Cegedim, NICE, Teradata, SAS, StayInFront, Unica, VerintCRM: Application Architecture Types 2009-2013Microsoft salesforce.com, Amdocs, SugarCRM, SuperofficeModel-driven ApplicationPart control architecture, differentiate processes Oracle Fusion/AIA, SAP/ NetweaverImposed data model CRM and ERPRe-express own processes Rules engine, repeatable Buying CenterBusiness users, CIOFinance, CIO, boardroomBusiness usersIT architects, process expertsIT architects, business usersModel-driven FrameworkSalesCustomer ServiceMarketingPredictive analyticsAnonymous personas marketingMarketing resource mgmtEvent-triggered marketingSocial media and reputation marketingWe