1. Center + Edge Do Web Computing and Peer Computing Intersect? Andrew Mahon Director, Strategic Marketing

2. Center & Edge in Business Systems ProcessPractice Phone FAX e-Mail ERP Intranet

3. Center-based Relationship Management Extranet/portal –Server-based –Web-based Extranet/Portal Web Application Server CRMPRMSCM CustomerPartnerSupplier Extranet/Portal Web Application Server Secure access to internal content and business systems by key customers, partners, suppliers Customer/partner self-service Content management -- customization, personalization Speed time-to-transaction Standard, required eBusiness infrastructure ROI Competitive table stakes Diverse vendor, consultant, integrator community

4. Center-based Relationship Management Server-based Challenges –Point solutions (IM, VoIP) –Security of ASP-hosted external systems –Setup, administration of internally-hosted systems –Bi-directional integration with business content and systems –Limited developer, vendor community Extranet/Portal Web Application Server CRMPRMSCM CustomerPartnerSupplier IM, VoIP meetingware projectware Direct personal connection with internal resources by customers, partners, suppliers Project, meeting efficiencies Ad hoc communication

5. Edge-based Relationship Management Direct personal connection with internal resources by customers, partners, suppliers –Speed time-to-decision Design, negotiation Crisis management, problem resolution, exception handling Peer computing Advantages –Complete, rich interactive environment –End-to-end security –End user control: no IT setup, admin –Integration with business content, systems –Platform: diverse developer, vendor, integrator community Customer Partner Supplier Relationship Manager Subject Matter Expert Departmental Manager CRMPRMSCM Extranet/Portal Web Application Server

6. Peer application design models Multiple Point Integration Single Point Integration

7. Multiple point integration PDA Calendar, Contact List Freelancer Project External systemPeer application

8. PDA Calendar, Contact List Freelancer Project Collaborative Design ERP, Extranet, PRM, CRM, SCM Multiple point integration External systemPeer application

9. Multiple point integration Every member of the peer group can move data between peer application and external systems Connector tool runs at every endpoint –necessary drivers must be installed/maintained Each member must have: –Ability to authenticate with the external system –Necessary rights to perform the desired action (read/write) High administrative and management overhead

10. Single point integration (bots) External system Collaborative Design Peer application ERP, Extranet, PRM, CRM, SCM bot

11. Single point integration (bots) Enables a single endpoint to run the connector tool and interface with external system Most appropriate for extending internal systems to external customers or partners Effectively cuts down on admin overhead –Single client needs to have access rights to back- end data Minimizes potential for back-end data conflicts

12. Bot agents –Users of peer applications interact, share information, and use tools to manipulate the data –Bot agents run in an automated and unattended fashion –May run on a standalone computer Bot agent monitors content and activity and performs actions both within peer application and/or on external system –Watch stock prices and send out instant messages when thresholds are reached –Mine discussion entries that match user profiles –Archive data created in peer application to knowledge repository –Generate part requests when inventories in back-end systems are depleted –Automatically invite other members to the peer application –Create responses to customer questions by matching FAQs using keywords

13. Bot connectors Bot connectors can initiate or respond to events in either external systems or within any peer application to which it belongs