CRM: No Longer (Just) an Application June 2014

CRM Trends – The 3 rd Platform 2 Social CRM Mobility Customer Experience Socialytics SMMM Social Service Social Sales Analytics Communities SaaS Performance Management

Market Landscape – Market Frameworks 3 Commerce Social Socialytics CRM Analytics Sales Auto Engage Track Analyze CRM Applications In Person CRM Analytics Socialytics In Person Social Customer Service & Contact Center Sales Auto Marketing Auto Mobile

Major CRM Trends  3 rd Platform. Application feature mix embracing 3 rd platform pillars such as mobile, analytics, social, and cloud  Cloud increases choice. Cloud marketplaces offer hundreds of CRM value add-ons to enhance existing suites  Customization holding back business. Wide scale customization anathema to inherent speed of business and sales processes. Increased interest in out of box approach  Vendor investment. Large vendors increasing functionality of core suites via M&A. End-users are taking advantage of a host of available best practices  Not just sales and IT. List of stakeholders in CRM growing to include most management roles © IDC Visit us at IDC.com and follow us on 4

The CRM Market in Israel, 2013 © IDC Visit us at IDC.com and follow us on 5 Total = $56.8M Client Segment by Functional CRM Market Total CRM Market by Function Total CRM Market by Segment

CRM: Highest Cloud Penetration © IDC Visit us at IDC.com and follow us on %17.1% $56.8M$47.5B One of the few places where Israel is in line with global cloud trends

CRM LM&S Spend in Israel © IDC Visit us at IDC.com and follow us on 7 US$M

The CRM Market in the Clouds © IDC Visit us at IDC.com and follow us on 8

Essential Guidance  Stakeholders. CRM strategy, technology choice, implementation and management have become interdepartmental (much more than ERP). Create the professional & political structures to support it  Vendor innovation. Look for vendor commitment to innovation in terms of addressing and integrating new client dimensions. The 4 pillars of the 3 rd platform should have feature coverage (even if not immediately applicable)  Little or no customization. Don’t think you are (that) special. Customization more often than not, has an adverse effect on business  LOBsters. The sheer number of options out there is staggering. No one person can understand it all. Sometimes innovation will come from IT, but more often from LOBsters  Partners. Choose integrators carefully. You should be at the end of the partner’s learning curve © IDC Visit us at IDC.com and follow us on 9

Questions 10 ? Gideon Lopez