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Enterprise Applications,
Information & Knowledge
    Management 2009
Your Text here                                                                               Your Text here




                                 Einat Shimoni
                             EVP & Senior Analyst
                            Enterprise Applications,
                           Analytics & KM Strategies
                  www.einatstki.blogspot.com
  Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   1
Agenda
    Enterprise Applications general trends
1


    Enterprise Applications (CRM, ERP, SCM)
2

    Knowledge Management
3

     Business Intelligence & MDM
4

     BPM
5


     Enterprise Portals & External websites
6

      Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   2
We will present data on products and integrators:                                                                                Explanations
                                                                                                                                  on Slides
List of Packages and Integrators
                            Rep in
    Package                                                Integrators                              Delivery model
                            Israel
     Vendor A             Company 1                Integrator a, Integrator b                              On-premise
                                                   Integrator a, Integrator b,
     Vendor B             Company 2                                                                             SaaS
                                                          Integrator c
                                                                                                             SaaS
     Vendor C             Company 3                           Integrator a
                                                                                                           On-premise


         Lists only include vendors that are represented in Israel
         The location within the lists is random
         Lists might not include all players




          Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic           3
We will present data on products and integrators:                                                                                                Explanations

 STKI Israeli Positioning                                                                                                                          on Slides



                  • Not a technological positioning, refers only to Israeli market
                  • Represents current Israeli market and not our recommendation
                                                                                                                 Vendor A
                  •Focused on enterprise market (not SMB)
                                                                                              Vendor B
                    Market Presence (X)
                            Market share - existing and new sales (more emphasis)
Local Support




                            Mind share (how user organizations rate vendors)
                                                                                                                                                   Worldwide
                    Local Support (Y) – is influenced by (X)
                                                                                                                                                   Leader
                            Experience & technical knowledge, localization,
                             support, number and kind of integrators
                   Worldwide leaders marked, based on global positioning
                   Vendors to watch: Are only just entering Israeli market
                                     so can’t be positioned but should be watched
 Vendors to Watch:
                Vendor C
                                                          Market Presence
                           Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic           4

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We will present data on products and integrators:                                                                               Explanations

Selected Wins 2008-1Q2009                                                                                                        on Slides




 Package X: Company 1 (Integrator), Company 2 (Integrator)
 Package Y: Company 3 (Integrator), Company 4 (Integrator)




        These slides contain examples of selected wins during
         2008 and Q12009 (decision and purchase of certain
         products, not necessarily ongoing projects)
        The lists are only partial and don’t include all wins of
         all vendors during this period



         Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic           5
General
IT in Aggressive Cost-Cutting Time                                                                                             Trends


                                                                                               New
       IT budget                             Less budget for                                 models:
       decrease                                 new apps
                                                                                            SaaS, OSS


                                                                                             3rd party
                                              Decrease app
     Need to cut IT                                                                         ERP tools?
                                               maint. Self-
        costs
                                             service projects                                E-Service here
      Your Text here                                                                           Your Text

        Social &
                                              Interaction with
                                                                                          Social CRM,
       consumer
                                                employees &
     technologies                                                                           KM 2.0
                                                 customers
         impact

                                                                                          BPM, Web 2.0,
                                               Innovation, re-
     Need to help
                                                                                           Innovation,
                                              think processes,
      increase                                  connect with                               Social CRM,
      revenues                                   customers                                   CEM, BI

        Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       6
General
Application projects in recession                                                                                            Trends



• Zero based budgeting – every project is
  examined in payback, maturity, and risk
   • Low risk projects
   • Small scale projects (< 1 year)
   • Proven payback within ½ - 1 year
   Problem: sometimes the less mature markets
   (MDM, BPM) are the ones that can provide
   greater business benefits


      Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       7
Your Text here                                                                               Your Text here




  Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   8

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General
Questions for every IT project                                                                                               Trends


• What are the business benefits and when is
  the payback?
• What is the risk?
  Is it mature?
  Is it well supported in Israel?
  How many ISVs with in depth knowledge?
  Are other organizations happy with it?
   References!
• What is the TCO?
• Is the application user friendly?

      Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       9
Your Text here                                                                              Your Text here




 Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   10
Technologies Maturity Model 2009                                                                                                   General
                                                                                                                                     Trends

Business Value
                                                                                                     BPM
                                                                                  Active
  Investment                                                                        BI                                 Web
to make money                                                                                                          2.0
                                                                               Collab.
                                                                                            Balanced
                                                                                CRM                                Data                 IT+business
Cut costs, Increase                                                                         Scorecard           Governance,
                                                Oper.                                                                                   Project
                                                                                                                   MDM
                                                                       ERP 2
                                                CRM
   productivity                                                         Financial                                                       Pure
                                                                                                        Ent.
                                                                           BI
                                                  Tactic                                                                                Business
                                                                                                       Search
                                                    BI
                                                                                                                                        Project
                                                                   ECM
                           Gateway
Commodity IT                portal          ERP1
  Services                                                                                                                          Size of figure =
                                                                                                                                    complexity/
                                                                                                                                    cost of project
                                                           Financial
  Investment                                                                              Non-
                                                            sector                       Finance
for regulations                                               reg.                       sectors
                                                                                           reg.


                                    Using                       Implementing                             Looking
                                                              Market Maturity
             Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic             11
General
IT Services Families                                                                                                                    Trends

   Reduce Expenses                                                  Increase Revenues

                                                                                                                                    Increase
                                                    Increase
Increase                                                                        Improve                   Increase
                                                                                                                                  governance,
                                                     process
 process                  Cut costs                                            customer                   business
                                                                                                                                  regulation &
                                                  Intelligence
efficiency                                                                    Experience                    agility
                                                                                                                                    risk mng.

                                                                                                                                       Regulation
                                                      Active BI
               Green IT                                                          Social CRM                    BSC
                                                                                                                                       compliance


                                                                                                                                          CXO
        DC Tech: virtualization                                                  Analytical
                                                        BPM                                                                            management
                                                                                                             BPM/BPA
                etc.                                                               CRM
                                                                                                                                          tools


                                                                                 Customer
                                                    Supply chain
                                                                                                            Innovation                     IT
         Employee Productivity                                                   Experience
                                                     intelligence
                                                                                                           support tools               Governance
                                                                                Management


                                                                                 Marketing
          IT Sourcing models
                                                                                  focus


              IT portfolio
             management



                 B2B


                Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic                12

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General
Major trend in enterprise applications                                                                                        Trends




SaaS (Software as a Service):
A software delivery model, delivered via the web, in which users
can consume functionality based on subscription pricing.

SaaS is typically a multi-tenant, one-to-many architecture (one
code base for all), this provides it with economy of scale

The software is hosted remotely, eliminating the need for
users to invest in related hardware or handle the installation, set-
up and daily upkeep & maintenance.



       Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       13
Your Text here                                                                              Your Text here


      Did SaaS make its debut
             in Israel?

 Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   14
General
SaaS in Israel                                                                                                                 Trends


 Most Israeli orgs aren’t yet using SAAS
 Major adopters: technology, high tech, global companies
 Major objectors: Financial orgs and govt.

SaaS projects’ characteristics in Israel:
• Short micro-projects (~3 man months)
• Average of 40 users per installation
• Usually DOES include some sort of integration to
  1-2 inhouse applications
• High satisfaction level (worldwide data: 94%)

        Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       15
General
SaaS major setbacks in Israel                                                                                                Trends



• 357 regulation doesn’t allow keeping “linked”
  data outside for financial organizations
• Need for local point of contact
• Need for SLA and local support
• Hebrew
• Israeli vendors need to reorganize operations
  around this model



      Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       16

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General
Characteristics of common SaaS                                                                                                Trends


• Applications that have a “network effect”
  Travel management
  Social software
• Niche/Point-solutions
• Solutions that are easily separated from others




       Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       17
Application models                                                                                                            General
                                                                                                                               Trends



    Self
development



       Your Text here                                                                              Your Text here




  Package

                     Internal                                                                                   External
        Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       18
Where are we now                                                                                                                     General
                                                                                                                                     Trends
and what’s the next stage?

   ASP                                                    SaaS                                                            PaaS



• Single separate instance                                                                                    • Outcome of using PaaS
                                               • Vendor controls application
• Could have shared or                                                                                        •Platform-Centric
                                               • User has No access to core
                                                                                                              • User controls the app.
dedicated infrastructure                       components of the solution
• �� ASP wasn’t a bad idea,                                                                                    • Fully-customized software
                                               • Multitenant, one-to-many
                                                                                                              • Will be more suitable for
                                               • Semi-customized (view)
it had BAD timing
                                               • More suitable for generic                                    “heavy” business processes
                                               “lightweight” processes or
                                               consumers

              Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       19
General
Mashup Definition                                                                                                            Trends



• Mashup: a “web 2.0” term :
  combining data layers from more than one
  source into a single integrated interactive
  application




         http://blogs.zdnet.com/Hinchcliffe/?p=78
      Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       20

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General
 New Applications = Services Mashups                                                                                              Trends




 An application mashup
should define its needed
 infrastructure services
                                                                Gateway
      (=ensemble)
                                                      T8
                                           T7                                            T2
                                                                                 T7 T8
                                                           T6
                                      T3
                                 T1                                       T1                              T5
                                                     T4    T2                  T3 T4
                                                T5                                       T6
          Applications                                                                                          Infrastructure
            Services                                                                                               Services



                                                           Puzzle Builder
   The goal:
Optimization of
 IT resources!



           Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       21
Cloud enables creation of                                                                                                         General
                                                                                                                                  Trends
new business models

• Cloud can enable new Business                                                                               mashups?
  business models*
• By consuming “missing
  elements” from the cloud
  you can create a whole
  new product
• Examples: virtual
  network operator

* Source: STKI brain storming session

           Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       22
General
                    Open Source Software                                                                                    Trends


• Open Source applications used by 65% of
  global enterprises
• Most Israeli organizations don’t consider using
  OSS in almost any project
• The economic pressure will push Israeli orgs
  to consider this model in specific areas:
    WCM
    Internal IT tools
    Collaboration and Web 2.0 tools

     Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       23
There are some major benefits to                                                                                            General
                                                                                                                            Trends
open source software



 Main reasons:
Cost Text here
   Your                                                                                         Your Text here

Vendor independence
Sometimes –
 Better functionality


     Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       24

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General
Open Source pricing appeal                                                                                                  Trends




  Price of a WCM project based on open
      source CAN BE 15-20% cheaper
  But will not always be the best choice




    Source: Water & Stone
     Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       25
Major Benefits for adopting                                                                                                 General
                                                                                                                            Trends
Open Source Software
    Which of the following does your company see as the
              major benefits of adopting OSS ?




            Source: Open IT, Annual Open Source Survey for 2008, September 29, 2008
     Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       26
What should you do to make Open Source                                                                                        General
Software relevant to your organization?                                                                                       Trends




• Most important: assure available local
  professional knowledge with the package:
  Specialized Israeli ISVs or in-house
• There should be no compromises on SLA
• Understand the model and legal terms




       Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       27
CRM




Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   28

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                                                                                                                            Trends


   CRM will be less about transactions
     And more about interactions

Think of it as a way of improving customer
 experience by managing “conversations”




     Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      29
CRM
                                                                                                                            Trends




Better customer experience
     = better product
   Your Text here                                                                               Your Text here

  CRM and CEM can provide a real competitive differentiator


            Upcoming STKI Round Table on
                CRM: June 17, 2009
     Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      30
CRM
 CRM: from the outside looking in                                                                                             Trends

    Focus on external clients needs




      Your Text here                                                                              Your Text here


Focus on internal processes




       Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      31
CRM
                           Multi Channel CRM                                                                                      Trends




 • Mobile service • e-billing    •More self       • newsletters                                                           • EPSS/guided
 • e-banking      • e-service     service options • email marketing                                                        interactions
 • SMS            • e-payments and transactions • email response                                                          • RTD
                  • Live chat                                                                                             • CC
                                                   management
                  • Collaboration

Proliferation of customer touch points
           Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      32

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         Israeli CRM Trends 2009                                                                                             Trends




• “XRM” – using CRM as a development
  platform for various needs
  This is an important criteria when choosing CRM
• “Quick win, quick ROI” approach continues
• Reducing contact center costs (self service)
• Analytical CRM continues to be top priority




      Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      33
CRM
Source: STKI CIO Survey 2009                                                                                               Trends


                                           CRM Priorities2009
                                                                                                                           40%
                                                                                                          35%
                                                                                                                           35%

                                                                                                                           30%

                                                                                                                           25%
                                                                                20%
                                                                                                                           20%
                                                      18%
                            14%                                                                                            15%

                                                                                                                           10%
   8%

                                                                                                                           5%

                                                                                                                           0%
 Campaign            Ecommerce                     CRM                  Self-Service                Analytical
Management            Systems                    Packages                                             CRM



    Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic         34
CRM
     Worldwide CRM Trends 2009                                                                                                 Trends

• Think outside of the “CRM” box:
    Web virtual agents
    Home based CC
    Customer centric innovation
• SaaS will rise significantly
• Engagement with the customer – Social marketing
• Managing the customer experience
• Social CRM – clients & employees more “social”
• Self Service is king (but don’t compromise with
  the customer experience, i.e poor IVRs)
• Customer data still a problem
        Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      35
CRM
 The new DIGITAL social customer                                                                                                      Trends




             Your Text here                                                                               Your Text here




Source: 2008, Fabio Cipriani.

               Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      36

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Communication with customers                                                                                                        CRM
                                                                                                                                     Trends
  spurs customer centric innovation
                                                                                    What features should
  What do you like about our new product?
                                                                                     product X include?

What don’t you like about
                                                                                                                What do you like about
   our new product?
                                                                                                                   our company?


            Your Text here                                                                               Your Text here
                                                                                                                     Do you have ideas
                                                                                                                        how we can
  How do you prefer                                                                                                    enhance our
  to interact with us?                                                                                                   products?




              Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      37
CRM
                                                                                                                          Trends


  Interact with the customers &
Learn more about what they want

Define new customized products
  Your Text here                                                                              Your Text here




   IT needs infrastructures to
 support diversity of products &
          interactions
   Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      38
CRM Packages & Integrators in Israel:
                Package                   Rep in Israel                                 Integrators                                 Delivery model
               Siebel (Oracle)           Oracle Israel, Taldor                      Taldor, IBM, BeyondIT                                On Premise
                                                                                                                                          SaaS;
             Siebel on-Demand                 Oracle Israel,
                                                                             Taldor, ManofIT, Yael, BeyondIT
Enterprise




                  (Oracle)                     Taldor, Yael                                                                        At customer/partner
                                                                              Yael, Malam-Team, ONE1UP,
                Oracle CRM                    Oracle Israel                                                                              On Premise
                                                                              Oracle, HP-EDS, Advantech
             Peoplesoft (Oracle)             Oracle, Matrix                                    Matrix                                    On Premise
                 SAP CRM                        SAP Israel                        Ness, Taldor, Advantech                                On Premise
              Amdocs (Clarify)                    Amdocs                                      Amdocs                                     On Premise
                                                                             20 Partners, including: Matrix-                          On Premise;
             Microsoft Dynamics                                              Effect, Advantech, SIT, Malam-
                                                 Microsoft                                                                         Hosted by partners;
                   CRM                                                        Team, Netwise, Aman ,Elad,
                                                                                                                                  SaaS not yet in Israel
                                                                                         Yael….
                   Pivotal                         ONE1                                        ONE1                                      On Premise
              Salesforce.com                                         ONE1, Blat-Lapidot                                                       SaaS
Mid Tier




               MEGA Center                           Yael                                        Yael                                    On Premise
              Onyx (Consona)                   IT Navigator                                IT Navigator                                  On Premise
                  Netsuite                                                    Edmiso                                                          SaaS
                MyBusiness                     MyBusiness                                  MyBusiness                                         SaaS
                 SugarCRM                                                                     OpenIT                                    Open source

                       Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic           39
Microsoft-Based CRM Solutions in Israel – Part 1
Company                                                                       Solution
                                                                      E-Drive (Car Market)
                                                                   Capital Market: “Optimi”
                                                              Advisor Platform (‫(יועצי השקעות‬
                                                            )‫פניות ציבור (מענה לחוק חופש המידע‬
Effect (Matrix)                                                         High Tech Solution
                                                             ‫פתרון לניהול גביה והליכים משפטיים‬
                            Infrastuctures: configuration management, dashboard, self service, CDI
                                                                    Contact center - moked
                                                                   Analytical Dynamic CRM
                                                           CRM for security org./departments
                                             HRM – Healthcare CRM, hospital risk management
                                                     DRM – Donors relationship management
                              Academy – Alumni, Student, scholarship grant mng, training courses
Malam-Team
                                                                              Retail CRM
                                                                 VC – Venture capital CRM
                                                        Financial services and Retail banking
           Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   40

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Microsoft-Based CRM Solutions in Israel – Part 2
Company                                                                  Solution
                                                                 Contribution System
                                                                        Donors CRM
                                                             Conferences and training
    SIT
                                                                      Members club
                                                            CRM for High-Tech sector
                                                              Customer Service Portal
Broad Digital                                       Billing, Rating, Account Receivables
 Highview                                                    BI for Microsoft Dynamics
                                                                      Capital Market
                                                                      ‫ניהול פניות ציבור‬
 Advantech
                                                                     Surveys module
                                                           MOSS and CRM integration
                                                            Vehicle Fleet management
   Almog                                                             SMS distribution
                                                                    Pricelists update
                                                  HR companies’ operations and clients
   Agile
   Eyron Shimoni’s work Copyright 2009 @STKI           Election campaign management
       Einat                                   Do not remove source or attribution from any graphic or portion of graphic   41
CRM-Related Applications:
                                                                                                              Developing/
         Solution                                         Description                                        Representing
                                                                                                               Company
                                                     Enterprise Incentives                                  Incentives, Matrix-
       Incentives Pro
                                                        Management                                               partner
            Kana                                       Collaborative CRM                                         Malam-Team
       DSKnowledge                           Service Center Knowledgebase                                            Danshir
  Talisma – CIM (customer
                                                       Collaborative CRM                                    Business Solutions
 interaction management)
                                                collaborative CRM, KM for
     Knova (Consona)                                                                                              IT Navigator
                                                      contact centers
    Siebel - Social CRM                               Social tools for CRM                                      Oracle - Siebel
           Cemax                           Feedback Mng, Complaints Mng.                                              Cemax
*Doesn’t include Contact Center/telephony tools


            Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   42
Multi Channel /customer Self Service applications
Product Name                                      Description                                           Israeli Representative
        Lyris                                    Email marketing
      Neolane                              Multichannel marketing
                                                                                                                          Netwise
   Cellular apps.                   SMS dist., WAP, download apps
 Self service apps                             Self Service Kiosks
       Kana                                    Collaborative CRM                                                     Malam-Team
   Talisma – CIM                               Collaborative CRM                                                Business Solutions
 Megacenter Mail
                               Managing channels (SMS, Fax, email)                                                   Yael Software
 Server (MCMS)
eBilling + eService +
                                                     Self Service                                        Oracle (part of Siebel suite)
     eCommerce
 Mail-IT + possible         Marketing messages management (Mails
   cloud model                            channel)
                                                                                                                           Matrix
                              Bank2go, Ultra Credit, Calldinator, WFA
   Matrix Mobile
                                MMIS – Matrix mobile info. server
    solutions
   One1 Mobile                               Mobile channel, SMS                                                      One1 Mobile
                                                                                                        Netwise – Integration partner
    Cellesense                  Text and web automated self service
        AMS                              Billminer (EBPP), self care                                                       Lognet
Yodlee Moneycenter            Aggregated financial data and payment                                                    Bynet SW.
                Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   43
        ISQ                                  Q&A web self-service                                                            ISQ
CRM - Israeli Market Positioning 1Q09


                                                                                               Siebel           Microsoft
                                                                                               + SOD
                                                                   Peoplesoft

                                                                              SAP
 Local Support




                                 Oracle CRM
                                                            Pivotal
                                                                                                                                          Worldwide
                                       MEGACenter                                                 Salesforce
                                                                                                                                          Leader

                                            Onyx
                           Amdocs

Vendors to Watch:
                                                                                  This analysis should be used with its
NetSuite (on-demand)
                                                                                  supporting documents
SugarCRM (open source)
                                                  Market Presence
                   Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       44

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CRM Selected Wins during 2008/1Q09
                   (Partial List)
 Siebel On-Demand: ECI (Taldor), Test Insight (ManofIT),
  Remmon (ManofIT), Pascal (ManofIT), Coreflow (ManofIT),
  Civcom (ManofIT), Oridion, Teva, Netafim, Galil College,
  Nicast (ManofIT)
 Peoplesoft: Bezeq projects
 SAP CRM: Zim, Excellence Nesua (Taldor), Given Imaging
  (Advantech), Navy, IAI, Machon Mor, Sarel, Technion (Taldor)
 Microsoft Dynamics CRM: Leumi-Card (Effect-Matrix),
  Random Logic-888 (Almog), Aviv PCB (Almog), Bank Igud
  (Effect), Doar Israel (Effect-Matrix), Egged (Advantech), Mey
  Eden (Aman), Yad Vashem, Red Data, Africa hotels,
  Superpharm (Effect), HTR (Effect), Audiocodes (Effect), Avis
  (Effect), Bank Leumi
 Pivotal: Moatza Lezarchanut, Madgal, Negev Ceramics, Ambar
 Salesforce: Symantech division, Alladin, Scopus
         Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   45
CRM Consultants in Israel (alphabetical)
                  Partial List
 Accenture
 Alternative
 Aman (widelink)
 BI-Pro
 Deloitte Touche: Strategy, business case
 IT solutions
 Luria
 Meteor
 Sensecom: Contact Centers
 Synergy: Campaign Management, Analytical CRM
 Several other independent advisors
       Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   46
STKI Rule of Thumb
          HIGH-END CRM in Israel: Price Per Seat

• License:                              $1K - $3K
• Integration:                          2 x license
• Hardware:                             1 x license
• Maintenance:                          0.5 x license (for 3 years)
• Training &
 Change Mng:                            1 x license
• Testing:                              0.25-0.5 x license
• Data Quality:                         0.25-0.5 x license
 Total:                                    6 x license
                                           $6,000 - $18,000 per seat
          Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   47
STKI Rule of Thumb
             Mid-Tier CRM in Israel: Price Per Seat

• License:                              $500 - $1K
• Integration:                          2 x license
• Maintenance:                          0.5 x license (for 3 years)
• Implementation                         0.75 x license
 (training, testing,
 data quality)



 Total:                                    ~4 x license
                                           $2,000 - $4,000 per seat
          Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   48

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STKI Rule of Thumb
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Pay-as-you-go subscription pricing
Price per user per month: 40$ - 130$
* Depending on functionality, contract period,
  scope of modules vs. full suite, number of users
Additional possible costs:
• Relatively very short implementation time
• Internet bandwidth requirement
• Data quality
• Training + HATMAA
• Some possible customization costs

        Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   49
EPSS for CSRs + Unified Agent Desktop
                                                                                                                Developing/
     Solution                                            Description                                           Representing
                                                                                                                 Company
                                       Guided Customer Interactions,                                          E-Glue, ONE1-
      E-Glue
                                          Unified Desktop, EPSS                                                  partner
                                       Guided Customer Interactions,                                       Composia, Matrix-
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                                          Unified Desktop, EPSS                                                partner
                                        Front End integration, Unified
    OpenSpan                                                                                                    Malam-Team
                                                  Desktop
                                                                                                         Solan, Yael & SRL -
    E-Tracker                                                   EPSS
                                                                                                              partners
CCF (Customer Care                      Aggregation, Acceleration and                                      Microsoft, Matrix -
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    Expeditor                                     Desktop Integration                                    IBM, Matrix - partner
                                         Acceleration and automation,
   SKS for CCF                                                                                                     Bynet SW
                                          expanding CCF capabilities
     Jacada                                  Front End integration
        Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   50
Campaign Management
                        Package Vendors in Israel
       Product Name                                          Israeli Rep.                              Integrators
               Unica                                                Gstat                                IBM, Gilon
           Chordiant                                                                                           IBM
                 SAS                                      Mia Computers                                       Gilon
   Teradata Analytic CRM                                        Mittwoch                            Mittwoch, Gilon
 Siebel Marketing Automation
                                                           Taldor, Oracle                                    Taldor
     (Acquired by Oracle)
             Neolane                                             Netwise                                   Netwise
    Peoplesoft Marketing
                                                                   Matrix                                    Matrix
        Automation
MEGACenter Marketing Module                                          Yael                                      Yael
                                        Other CRM Vendors…



        Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   51
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                                       ERP Life Cycle                                                                            Trends



                                       Increase efficiency of
                                       ERP operations
Basic modules
 HR, Logistics,
                                   Portals, BI, BPM
  Financials


                                                                     Advanced modules
      Stabilizing                 Upgrades
      the system
                                     Increase Hatmaa “Core” modules



                                                                                                                   ERP 3 ?
ERP 1                                                 ERP 2

          Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      53
ERP
                  ERP Maturity Model 2009                                                                                             Trends
Business Value                                   Increase efficiency, advanced/ vertical
                                                 modules, upgrade, improve HATMAA,
  Investment                                        implement ERP portals, BI, BPM
to make money
                                                                                                                                        IT+business
                                                                    ERP 2
Cut costs, Increase                                                                                                                     Project
                                                                                      Process
   productivity                                                                                                    ERP
                                                                                      modeling
                                                                ERP                                                                     Pure
                                                                                                                   MDM
                                                                                       for ERP
                                                             Operational                                                                Business
                                                               Portals                                                                  Project

Commodity IT
                                    ERP1
  Services                                                                                                                          Size of figure =
                                                                                                                                    complexity/
                                                                                                                                    cost of project
                                                                                            ERP
  Investment                                                                            governance
for regulations                                                                            tools



                                    Using                     Implementing                               Looking
                                                            Market Maturity
             Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic             54
ERP
ERP Benefits                                                                                                              Trends




     Source: http://net.educause.edu/ir/library/pdf/ERB0401.pdf
   Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      55
ERP Staffing ratio
Average size of Israeli ERP department: 15-20
    Implementers: 60%
    Developers: 17%
    Infrastructure (system/DBAs): 10%
    Other: 13%
 ERP effort distribution:
    New developments: 70%
    Maintenance: 30%
 Average ratio between ERP staff / ERP users:
    SAP 1:66
    Oracle 1:30 (due to smaller-scale installations)
         Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   56

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       ERP Main priorities for 2009                                                                                          Trends


How to reduce ongoing maintenance costs?
  Sourcing strategies
  3rd party tools
  Licensing management

  Improve HATMAA of ERP to decrease
   training costs, improve usability and
   lower HD costs
      Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      57
ERP
            SAP ERP specific issues in 2009                                                                                   Trends


BI – BW architectural dilemmas
More willingness to use external services
Increase efficiency with 3rd party tools
Upgrade costs too high for value they provide




       Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      58
ERP
        Oracle ERP specific issues in 2009                                                                                    Trends



Need for software configuration management
Upgrades
More use of internal ERP staff
Increase efficiency with 3rd party tools




       Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      59
STKI Rule of Thumb
         Enterprise ERP in Israel: Price Per Seat

License:                                  $1600 - $2500


Integration:                              2-3 x license
Hardware:                                 1 x license
Maintenance:                              0.5 x license (for 3 years)
Implementation
(Testing, Training
Data Quality):                            1 x license
Total:                                 ~6 x license
                                       ~$12,000 per seat
         Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   60

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presentations for the STKI Summit 2022 part a 30_5_22.pdfpresentations for the STKI Summit 2022 part a 30_5_22.pdf
presentations for the STKI Summit 2022 part a 30_5_22.pdf

This document appears to be from an annual IT market study presentation by STKI IT Knowledge Integrators. It includes an agenda for the presentation covering the 2022 IT market study results, enterprise budgets, economic forecasting signals, top vendors, and a post-COVID world. The presentation contains many slides with graphs, charts, and text analyzing the Israeli IT market and global economic conditions. It discusses challenges in forecasting 2023-2024 given various political and economic uncertainties globally and in Israel.

digitalisrael information technologies itinfrastructures
STKI Israeli IT market study 2022
STKI Israeli IT market study 2022STKI Israeli IT market study 2022
STKI Israeli IT market study 2022

The document provides information about STKI IT Knowledge Integrators, a market research and strategic analyst firm in Israel. It includes pages describing STKI's services, methodology, research focus areas, and client base. STKI conducts original research through face-to-face interviews and surveys of both technology users and vendors to establish an equilibrium model of the Israeli IT market. The document contains sample slides of the type of data and positioning analyses STKI provides to clients.

israel information technologiesisraeltechnology
STKI Israeli IT market study 2022__2 pages
STKI Israeli IT market study 2022__2 pagesSTKI Israeli IT market study 2022__2 pages
STKI Israeli IT market study 2022__2 pages

This document provides an overview of the 2022 STKI IT Knowledge Integrators summit. It discusses how global events have impacted the previously optimistic outlook for IT budgets in 2022, noting issues like rising inflation, economic recession, war in Ukraine, and layoffs in the tech sector. However, it predicts that Israeli IT budgets will still rise 12-13% in 2022. It also covers STKI's services, research methodology, vendor positioning approach, and includes data about Israel's population, mobile/internet usage, and 5G penetration.

israelisrael information technologiescloud computing
STKI Rule of Thumb
          Large - SMB ERP in Israel: Price Per Seat

• License:                              $1500-$1700
• Integration:                          2 x license
• Hardware:                             0.25 x license
• Maintenance:                          0.5 x license (for 3 years)
• Implementation                         0.75 x license
 (training, testing,
 data quality)

 Total:                                    4.5 x license
                                           $6,750 - $7650 per seat
          Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   61
STKI Rule of Thumb
                    SMB ERP in Israel: Price Per Seat

• License:                              $700-$1200
• Integration:                          2 x license
• Maintenance:                          0.5 x license (for 3 years)
• Implementation                         0.5 x license
 (training, testing,
 data quality)



 Total:                                    4 x license
                                           $2800 – $4,800 per seat
          Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   62
ERP Packages & Integrators: Part 1
Package Israel Rep                                                Integrators                                            Delivery model
                                              Yael, Malam-Team, ONE1UP, Oracle
  Oracle
              Oracle Israel                 consulting, HP-EDS, Advantech, Ernst &                                             On-premise
  Apps
                                                    Young, Unitask, Motorola
                Oracle                      Unitask (Oracle Easy), Afek, Motorola,
  Oracle      Accelerated                  ONE1UP, Advanteck, E&Y, Yael, AKT (HR                                               On-premise
                Edition                                    module)
                                        Ness, IBM, Taldor, Advantech, Malam-Team,
  SAP,
                                        HP-EDS, Accenture, Aman, SRL, Danshir, CB
               SAP Israel                                                                                                      On-premise
SAP All-in-                                I.T, E121, EPS SAP, Gav, IGC, Opex,
  One                                         SAPLM, SDM, AKT (HR module)
  SAP                                      Xioma, Malam-Team (Etop), RELS, Harel
Business       SAP Israel                 comp Malal, Complete, Menahel4U, Todan,                                              On-premise
  One                                               Reut-ONE, Synopsis
 E-Tafnit          Matrix                                Matrix, Alpha Consultants                                             On-premise
  QAD                SIT                                     SIT, ManofIT, Tirosh                                        On-premise, SaaS
  Lawson
              Intentia Israel                                      Intentia Israel                                             On-premise
 (M3, S3)
                                                      Ashbal, Meidatech, FBC                                             On-premise, SaaS
 Priority         Ashbal
                                                                                                                           (meidatech)
                                                Afek, Tulip, RAAN, HP-EDS, IlitERP
               Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic     63
ERP Packages & Integrators: Part 2
    Package                        Israel Rep                                        Integrators                                Delivery Model

                             Microsoft Israel.                         Matrix, Oregano, Malam-Team,
Microsoft Dynamics            Localization &                             Prodware, Tadiad, Maxoft                                      On-premise
        AX                    Distribution by
                                                                       other partners in qualifications
                           mAXimum ERP (Matrix)
   Aviv, MARS                              Aviv                                               Aviv                                     On-premise
    ONE ERP                              ONE1                                               ONE1                                       On-premise
   KAV systems                             Kav                                          Kav, Ardom                                     On-premise
FinPro, Logistic Pro                     Almog                                              Almog                                      On-premise
   Gan Tochnot                                                                                                                     On-demand,
                                          Aman                                              Aman
     Heshev                                                                                                                          Hosted
    Comax (on                                                                                                                      On-demand,
                                        Comax
     demand)                                                                                                                         Hosted
                                                                                                                                   On-premise,
      Bgate                               Bgate
                                                                                                                                      SaaS
        IFS                              Teldan                                                                                        On-premise
   BPCS, Baan                            Matrix                         Matrix, Afek, IBM, Tulip (Baan)                                On-premise
                Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic          64

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ERP
                                  SMB ERP in Israel                                                                           Trends


Pressure from large players in generic ERP
Verticalization, Verticalization, Verticalization
  SMB ERP providers develop very deep and
   verticalized solutions
On-demand models – also in Israel!




       Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      65
ERP On-demand model                                                                                                            ERP
                                                                                                                              Trends
Kicking in



•   Comax
•   Meida-Tech (Priority on demand)
•   SIT – QAD
•   Ggate
•   Gan Tochnot Heshev



       Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      66
ERP - Israeli Market Positioning 1Q09

Enterprise ERP                           Medium - Large ERP                                          SMB ERP



                                                                                                                          Priority
                                                    SAP
            Oracle         SAP                                           Oracle
                                                                                                                SAP BOONE1
                                                    AIO
                                                                                                                      ERP
                                                        ONE1 Priority                      Oracle
                                                                                          AE/easy QAD Tafnit
                                                         ERP
                                                        QAD  Tafnit

                                                                                                        Kav
                                                            Aviv                                     Aviv
                                                                                               Movex
                                                   Movex
                                                                                    Vendors to Watch:

                                                                                                                Ggate         IFS
                                                                Microsoft Dynamics AX                               COMAX

                                                Market Presence
                                                                                                  This analysis should be used
                                                Do not remove source or attribution from any graphic or portionsupporting documents
                                                                                                  with its of graphic
    Einat Shimoni’s work Copyright 2009 @STKI                                                                                  67
ERP Selected Wins 2008-1Q09
                           (Partial List)
 SAP: Rakevet Israel (Malam-Team)
     SAP All-in-one (Best Practices): Gidron (Taldor), Ashdod medical center
      (Taldor), Batey Zikuk (Taldor)
     Sap modules: GRC – Dead Sea, BIA – Coca Cola, Learning solution - Bazan,
      IDM – Ness, Billing - Meitav
     SAP ECC upgrades: Mecan-Ericsoon, M.of Health, Tadiran Solelot
 Oracle: Object (R12), Ashot (ONE1up), LUZ II, Actimize
     Accelerated Edition: Modu (Advantech, R12), Retalix, ITL, Rion
 Tafnit: Barzilay hospital, Leumicard, Albar, Sani, Visa, Mizrachi, Ayalon, Ampa
  investments
 QAD: Vishey international, Expansions in AVT, Seragon. On-demand ERP:
  Enlyten, RGI
 Microsoft Dynamics AX (not localized version): Random Logic 888 (Malam-
  Team), Aviv PCB (Oregano)
 Comax (on demand): Hazi hinam, 2 municipalities, Domisil
 ONE1 ERP: Agami, Beit Yanai, Ambar
            Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   68

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STKI Israeli it market study 2021 revised V2 2 2 slides per page
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3rd party SAP complimentary tools (partial list) – Part 1
     Solution                    Israel Rep.                                               Description
       EPIuse                          Ness                                          Selective data copies
       Zoption                         Ness                    Integrating financial functions with Office - excel

       Panaya                        Panaya                        Simulation and guidance for SAP upgrades
   Intellicorp – Live
                                       Ness                               Impact analysis (for SAP upgrades)
       compare
   Object Manager                      Ness                              Software configuration management

       OrgPlus                         Ness                                         Visual HR management

      Xpandion                         Ness                        Risk mng, behavioral analysis, license audit

     ARX Cosign                        Ness                                               Digital signature

  IXOS - (OpenText)              Top Solutions                       SAP content management and archiving

  Printboss - Consist            Consist, Ness                              Design/distribution of SAP forms

  MessageManager                       Ness                                      Unified messaging for SAP

        SteerU                       SteerU                                                 EPSS for SAP

      Innowera Shimoni’s work CopyrightNess                         Integration of SAP transactions with Excel
            Einat                      2009 @STKI   Do not remove source or attribution from any graphic or portion of graphic   69
3rd party SAP complimentary tools (partial list) – Part 2

     Solution                     Israel Rep.                                                  Description
     Item Field -
                                         Aman                                    Data transformation for SAP
     Informatica
    Clicksoftware                 Clicksoftware                                   SAP workforce optimization
  HR Load runner                      HP Israel                             software performance testing tools
  HP Quality Center                   HP Israel                                          automate QA testing
 Cisco Data Privacy                      Cisco                                   Data security on the network
      CA Wily                         CA Israel                   Monitoring customer transactions in real time
      Arcplan                          Danshir                                       Dashboard for SAP data




             Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   70
3rd party Oracle e-Business Suite
        complimentary products (partial list)

     Solution                     Israel Rep.                                               Description
                                    Oracle
                                   Partners:
 UPK (acquired by                                                    Tools to increase productivity, usability,
                                  Yana-Smart,
     Oracle)                                                             deployment & content creation
                                  John Bryce,
                                  Blat Lapidot
   OMM (Object                                                          Migration management and change
Migration Manager)                                                      management for Oracle e-business
                                       Unitask
    Print Director                                                               Enhanced Oracle printing
   Dynamic Entity                                                       Data management and control tool
        AOA
                                         AOA                                   Travel management system
(Add-on Applications)




           Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   71
ERP Consultants (Alphabetical list)
                        Partial List
 Accenture
 Bit-Plus
 Byon
 Deloitte Touche
 Ernst & Young
 HMS
 Meteor
 OIC
 Seker
 Tulip
 Several Independent advisors
          Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   72

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SCM
 Supply Chain Management                                                                                                           Trends


Information focus                                           Strategic measurements,
                                                              Balanced Scorecard
SCP: Supply
                                 Demand
  Chain                        planning &
 Planning                      forecasting               Inventory                 Advanced
                                                        planning &                 planning &
                                                       optimization               optimization


                                                                    Product Data Management
                                                                                                                   SRM
SCE: Supply
   Chain                                                                   ERP 1, ERP 2
                                                       WMS                                                       Supplier
 Execution                                                                                                        portal
                                                                             Transportation
                                                                              Management
Transaction focus


                        Demand                        Logistics                     Operations                       Supply

            Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      73
Supply Chain Management                                                                                                        SCM
                                                                                                                              Trends
Global trends
From Execution to Planning:

  try to match demand and deliver the right
   product to the right place at the right time at
   the right price

Organizations becoming demand sensitive:

  More data that will help predict demand from
   POS, suppliers, internal sales/marketing people

  Ability to respond near real time
       Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      74
Supply Chain Management                                                                                                        SCM
                                                                                                                              Trends
Israel trends
 Gap between IT and logistics/SCM business departments
 SCM very broad and complex, requires special expertise
 Confusion regarding what ERP packages can and can’t do
    why do we need a BoB solution if we have an ERP?
 SCM package decisions are still based on BoB:
    Solution has to be flexible, be able to include many
     dynamic constraints that change as you go
    Solution has to include transactional as well as analytical
     (multi dimensional analysis)
    SCM packages are also facing suppliers and partners

       Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      75
KM




Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   76

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             Knowledge Management                                                                                       Trends




But don’t think too much…
                          Get practical
 Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      77
KM
        The problem with Knowledge                                                                                         Trends



 It takes too much time to find
 existing information needed to
         complete tasks

The Problem: Too much info!
           Lack of information


    Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      78
KM
                        Let’s see the numbers                                                                                Trends


The typical IW spends up to 25% of the day searching
 for the right information to complete a given task.
 Ineffective searches/wasting time looking for
 information can cost companies up to 10% in salary
 expenses (Butler Group)
Employees spend 12 hours a week on info-gathering
 tasks: mostly, unsuccessfully. (Accenture)
Knowledge workers spend 15%-30% of their time
 gathering information, but are successful less than 50
 percent of the time. (IDC)
The amount of new technical information is doubling
 every two years
      Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      79
Internal KM Maturity Model 2009                                                                                       KM
                                                                                                                                      Trends
Business Value

  Investment
to make money
                                                                                                         Blogs                          IT+business
Cut costs, Increase                                                                                                    Social
                                                                                                                                        Project
                                                                                                                       tools
   productivity
                                                                                         Wikis                                          Pure
                                                                                                     Ent.
                                                                                                                                        Business
                                                               ECM                                  Search
                                                                                                                                        Project
                                        Gateway
Commodity IT                             portal
  Services                                                                                                                          Size of figure =
                                                          Archiving
                                                                                                                                    complexity/
                                                                                                                                    cost of project

  Investment
for regulations

                                    Using                     Implementing                               Looking
                                                            Market Maturity
             Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic             80

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KM Best Practices                                                                                                           Trends



KM should be process-dependent and
 combined in every-day tasks
Accommodate different types of users
  Digital natives
  Digital immigrants




     Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      81
What isn’t acceptable for the                                                                                                 KM
                                                                                                                            Trends
Digital native (generation X)?


    Paper application                                                                        E-form on
          form                                                                             company portal


    2 hour classroom                                                                    Simulation games,
    session with PPT                                                                     online courses,
         slides                                                                            community


                                                                                          Posting ideas on
     Suggestion box
                                                                                           company blog


                                                                              Interaction, relevancy,
                                                                                    ease of use
     Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      82
The digital native                                                                                                             KM

 Technology “consumerization”                                                                                                 Trends



• New-age knowledge workers are used to:
  • Communicate
  • Share
  • Collaborate
  • Plan
    … in a different way.
 They will probably grow grassroots web 2.0 initiatives,
 whether IT likes it or not

       Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      83
KM
Web 2.0: User is at the center                                                                                             Trends




    Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      84

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Jindong Gu, Zhen Han, Shuo Chen, Ahmad Beirami, Bailan He, Gengyuan Zhang, Ruotong Liao, Yao Qin, Volker Tresp, Philip Torr "A Systematic Survey of Prompt Engineering on Vision-Language Foundation Models" arXiv2023 https://arxiv.org/abs/2307.12980

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This is a slide deck that showcases the updates in Microsoft Copilot for May 2024

microsoftmicrosoft copilot
KM
Web 2.0 tools: Adoption vs. Complexity                                                                                      Trends




                                                                   Most known
                                                                   most deployed


                                                                                                      Least known
                                                                                                     least deployed


                                                                        Source: Cutter

     Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      85
Innovation tools?

                                                                                                                Innovation
           Operations                                        Management
                                                                                                                  Support
               Support                                            Support
               Systems                                            Systems                                         Systems



                                                                                                                    Innovation
Transaction Special Employee                           Analytical            Decision
                                                                                                                     Systems
Processing Purpose Productivity                        Systems               Support
                                                                                                                        ?
 Processing                                                      Supporting
                              Enabling                                                                             Systems that
                                                                  Strategic                                          generate
  Business                   Workgroup
                                                                  Decision                                         Innovation &
Transactions                Collaboration
                                                                                                                     creativity
                                                                   Making



          Operational
                                          Knowledge
           Analytical
                                         Management
           Systems

               Einat Shimoni’s work Copyright 2009 @STKI Moshav Bnei Zion, Israel +972 9 74 444 74 www.stki.info
                             All Rights Reserved @STKI    Do not remove source or attribution from any graphic or portion of graphic   86
General
Innovation types                                                                                                            Trends




    Source: Web 2.0 business models, CEO Teemu Arina

     Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       87
General
Innovation Sources                                                                                                         Trends




    Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       88

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Israeli IT Application Market 2009Presentation

  • 1. Enterprise Applications, Information & Knowledge Management 2009 Your Text here Your Text here Einat Shimoni EVP & Senior Analyst Enterprise Applications, Analytics & KM Strategies www.einatstki.blogspot.com Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 1
  • 2. Agenda Enterprise Applications general trends 1 Enterprise Applications (CRM, ERP, SCM) 2 Knowledge Management 3 Business Intelligence & MDM 4 BPM 5 Enterprise Portals & External websites 6 Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 2
  • 3. We will present data on products and integrators: Explanations on Slides List of Packages and Integrators Rep in Package Integrators Delivery model Israel Vendor A Company 1 Integrator a, Integrator b On-premise Integrator a, Integrator b, Vendor B Company 2 SaaS Integrator c SaaS Vendor C Company 3 Integrator a On-premise  Lists only include vendors that are represented in Israel  The location within the lists is random  Lists might not include all players Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 3
  • 4. We will present data on products and integrators: Explanations STKI Israeli Positioning on Slides • Not a technological positioning, refers only to Israeli market • Represents current Israeli market and not our recommendation Vendor A •Focused on enterprise market (not SMB) Vendor B  Market Presence (X)  Market share - existing and new sales (more emphasis) Local Support  Mind share (how user organizations rate vendors) Worldwide  Local Support (Y) – is influenced by (X) Leader  Experience & technical knowledge, localization, support, number and kind of integrators  Worldwide leaders marked, based on global positioning  Vendors to watch: Are only just entering Israeli market so can’t be positioned but should be watched Vendors to Watch: Vendor C Market Presence Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 4
  • 5. We will present data on products and integrators: Explanations Selected Wins 2008-1Q2009 on Slides  Package X: Company 1 (Integrator), Company 2 (Integrator)  Package Y: Company 3 (Integrator), Company 4 (Integrator)  These slides contain examples of selected wins during 2008 and Q12009 (decision and purchase of certain products, not necessarily ongoing projects)  The lists are only partial and don’t include all wins of all vendors during this period Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 5
  • 6. General IT in Aggressive Cost-Cutting Time Trends New IT budget Less budget for models: decrease new apps SaaS, OSS 3rd party Decrease app Need to cut IT ERP tools? maint. Self- costs service projects E-Service here Your Text here Your Text Social & Interaction with Social CRM, consumer employees & technologies KM 2.0 customers impact BPM, Web 2.0, Innovation, re- Need to help Innovation, think processes, increase connect with Social CRM, revenues customers CEM, BI Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 6
  • 7. General Application projects in recession Trends • Zero based budgeting – every project is examined in payback, maturity, and risk • Low risk projects • Small scale projects (< 1 year) • Proven payback within ½ - 1 year Problem: sometimes the less mature markets (MDM, BPM) are the ones that can provide greater business benefits Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 7
  • 8. Your Text here Your Text here Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 8
  • 9. General Questions for every IT project Trends • What are the business benefits and when is the payback? • What is the risk? Is it mature? Is it well supported in Israel? How many ISVs with in depth knowledge? Are other organizations happy with it? References! • What is the TCO? • Is the application user friendly? Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 9
  • 10. Your Text here Your Text here Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 10
  • 11. Technologies Maturity Model 2009 General Trends Business Value BPM Active Investment BI Web to make money 2.0 Collab. Balanced CRM Data IT+business Cut costs, Increase Scorecard Governance, Oper. Project MDM ERP 2 CRM productivity Financial Pure Ent. BI Tactic Business Search BI Project ECM Gateway Commodity IT portal ERP1 Services Size of figure = complexity/ cost of project Financial Investment Non- sector Finance for regulations reg. sectors reg. Using Implementing Looking Market Maturity Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 11
  • 12. General IT Services Families Trends Reduce Expenses Increase Revenues Increase Increase Increase Improve Increase governance, process process Cut costs customer business regulation & Intelligence efficiency Experience agility risk mng. Regulation Active BI Green IT Social CRM BSC compliance CXO DC Tech: virtualization Analytical BPM management BPM/BPA etc. CRM tools Customer Supply chain Innovation IT Employee Productivity Experience intelligence support tools Governance Management Marketing IT Sourcing models focus IT portfolio management B2B Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 12
  • 13. General Major trend in enterprise applications Trends SaaS (Software as a Service): A software delivery model, delivered via the web, in which users can consume functionality based on subscription pricing. SaaS is typically a multi-tenant, one-to-many architecture (one code base for all), this provides it with economy of scale The software is hosted remotely, eliminating the need for users to invest in related hardware or handle the installation, set- up and daily upkeep & maintenance. Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 13
  • 14. Your Text here Your Text here Did SaaS make its debut in Israel? Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 14
  • 15. General SaaS in Israel Trends Most Israeli orgs aren’t yet using SAAS  Major adopters: technology, high tech, global companies  Major objectors: Financial orgs and govt. SaaS projects’ characteristics in Israel: • Short micro-projects (~3 man months) • Average of 40 users per installation • Usually DOES include some sort of integration to 1-2 inhouse applications • High satisfaction level (worldwide data: 94%) Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 15
  • 16. General SaaS major setbacks in Israel Trends • 357 regulation doesn’t allow keeping “linked” data outside for financial organizations • Need for local point of contact • Need for SLA and local support • Hebrew • Israeli vendors need to reorganize operations around this model Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 16
  • 17. General Characteristics of common SaaS Trends • Applications that have a “network effect” Travel management Social software • Niche/Point-solutions • Solutions that are easily separated from others Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 17
  • 18. Application models General Trends Self development Your Text here Your Text here Package Internal External Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 18
  • 19. Where are we now General Trends and what’s the next stage? ASP SaaS PaaS • Single separate instance • Outcome of using PaaS • Vendor controls application • Could have shared or •Platform-Centric • User has No access to core • User controls the app. dedicated infrastructure components of the solution • … ASP wasn’t a bad idea, • Fully-customized software • Multitenant, one-to-many • Will be more suitable for • Semi-customized (view) it had BAD timing • More suitable for generic “heavy” business processes “lightweight” processes or consumers Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 19
  • 20. General Mashup Definition Trends • Mashup: a “web 2.0” term : combining data layers from more than one source into a single integrated interactive application http://blogs.zdnet.com/Hinchcliffe/?p=78 Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 20
  • 21. General New Applications = Services Mashups Trends An application mashup should define its needed infrastructure services Gateway (=ensemble) T8 T7 T2 T7 T8 T6 T3 T1 T1 T5 T4 T2 T3 T4 T5 T6 Applications Infrastructure Services Services Puzzle Builder The goal: Optimization of IT resources! Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 21
  • 22. Cloud enables creation of General Trends new business models • Cloud can enable new Business mashups? business models* • By consuming “missing elements” from the cloud you can create a whole new product • Examples: virtual network operator * Source: STKI brain storming session Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 22
  • 23. General Open Source Software Trends • Open Source applications used by 65% of global enterprises • Most Israeli organizations don’t consider using OSS in almost any project • The economic pressure will push Israeli orgs to consider this model in specific areas:  WCM  Internal IT tools  Collaboration and Web 2.0 tools Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 23
  • 24. There are some major benefits to General Trends open source software Main reasons: Cost Text here Your Your Text here Vendor independence Sometimes – Better functionality Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 24
  • 25. General Open Source pricing appeal Trends Price of a WCM project based on open source CAN BE 15-20% cheaper But will not always be the best choice Source: Water & Stone Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 25
  • 26. Major Benefits for adopting General Trends Open Source Software Which of the following does your company see as the major benefits of adopting OSS ? Source: Open IT, Annual Open Source Survey for 2008, September 29, 2008 Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 26
  • 27. What should you do to make Open Source General Software relevant to your organization? Trends • Most important: assure available local professional knowledge with the package: Specialized Israeli ISVs or in-house • There should be no compromises on SLA • Understand the model and legal terms Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 27
  • 28. CRM Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 28
  • 29. CRM Trends CRM will be less about transactions And more about interactions Think of it as a way of improving customer experience by managing “conversations” Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 29
  • 30. CRM Trends Better customer experience = better product Your Text here Your Text here CRM and CEM can provide a real competitive differentiator Upcoming STKI Round Table on CRM: June 17, 2009 Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 30
  • 31. CRM CRM: from the outside looking in Trends Focus on external clients needs Your Text here Your Text here Focus on internal processes Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 31
  • 32. CRM Multi Channel CRM Trends • Mobile service • e-billing •More self • newsletters • EPSS/guided • e-banking • e-service service options • email marketing interactions • SMS • e-payments and transactions • email response • RTD • Live chat • CC management • Collaboration Proliferation of customer touch points Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 32
  • 33. CRM Israeli CRM Trends 2009 Trends • “XRM” – using CRM as a development platform for various needs This is an important criteria when choosing CRM • “Quick win, quick ROI” approach continues • Reducing contact center costs (self service) • Analytical CRM continues to be top priority Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 33
  • 34. CRM Source: STKI CIO Survey 2009 Trends CRM Priorities2009 40% 35% 35% 30% 25% 20% 20% 18% 14% 15% 10% 8% 5% 0% Campaign Ecommerce CRM Self-Service Analytical Management Systems Packages CRM Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 34
  • 35. CRM Worldwide CRM Trends 2009 Trends • Think outside of the “CRM” box: Web virtual agents Home based CC Customer centric innovation • SaaS will rise significantly • Engagement with the customer – Social marketing • Managing the customer experience • Social CRM – clients & employees more “social” • Self Service is king (but don’t compromise with the customer experience, i.e poor IVRs) • Customer data still a problem Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 35
  • 36. CRM The new DIGITAL social customer Trends Your Text here Your Text here Source: 2008, Fabio Cipriani. Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 36
  • 37. Communication with customers CRM Trends spurs customer centric innovation What features should What do you like about our new product? product X include? What don’t you like about What do you like about our new product? our company? Your Text here Your Text here Do you have ideas how we can How do you prefer enhance our to interact with us? products? Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 37
  • 38. CRM Trends Interact with the customers & Learn more about what they want Define new customized products Your Text here Your Text here IT needs infrastructures to support diversity of products & interactions Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 38
  • 39. CRM Packages & Integrators in Israel: Package Rep in Israel Integrators Delivery model Siebel (Oracle) Oracle Israel, Taldor Taldor, IBM, BeyondIT On Premise SaaS; Siebel on-Demand Oracle Israel, Taldor, ManofIT, Yael, BeyondIT Enterprise (Oracle) Taldor, Yael At customer/partner Yael, Malam-Team, ONE1UP, Oracle CRM Oracle Israel On Premise Oracle, HP-EDS, Advantech Peoplesoft (Oracle) Oracle, Matrix Matrix On Premise SAP CRM SAP Israel Ness, Taldor, Advantech On Premise Amdocs (Clarify) Amdocs Amdocs On Premise 20 Partners, including: Matrix- On Premise; Microsoft Dynamics Effect, Advantech, SIT, Malam- Microsoft Hosted by partners; CRM Team, Netwise, Aman ,Elad, SaaS not yet in Israel Yael…. Pivotal ONE1 ONE1 On Premise Salesforce.com ONE1, Blat-Lapidot SaaS Mid Tier MEGA Center Yael Yael On Premise Onyx (Consona) IT Navigator IT Navigator On Premise Netsuite Edmiso SaaS MyBusiness MyBusiness MyBusiness SaaS SugarCRM OpenIT Open source Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 39
  • 40. Microsoft-Based CRM Solutions in Israel – Part 1 Company Solution E-Drive (Car Market) Capital Market: “Optimi” Advisor Platform (‫(יועצי השקעות‬ )‫פניות ציבור (מענה לחוק חופש המידע‬ Effect (Matrix) High Tech Solution ‫פתרון לניהול גביה והליכים משפטיים‬ Infrastuctures: configuration management, dashboard, self service, CDI Contact center - moked Analytical Dynamic CRM CRM for security org./departments HRM – Healthcare CRM, hospital risk management DRM – Donors relationship management Academy – Alumni, Student, scholarship grant mng, training courses Malam-Team Retail CRM VC – Venture capital CRM Financial services and Retail banking Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 40
  • 41. Microsoft-Based CRM Solutions in Israel – Part 2 Company Solution Contribution System Donors CRM Conferences and training SIT Members club CRM for High-Tech sector Customer Service Portal Broad Digital Billing, Rating, Account Receivables Highview BI for Microsoft Dynamics Capital Market ‫ניהול פניות ציבור‬ Advantech Surveys module MOSS and CRM integration Vehicle Fleet management Almog SMS distribution Pricelists update HR companies’ operations and clients Agile Eyron Shimoni’s work Copyright 2009 @STKI Election campaign management Einat Do not remove source or attribution from any graphic or portion of graphic 41
  • 42. CRM-Related Applications: Developing/ Solution Description Representing Company Enterprise Incentives Incentives, Matrix- Incentives Pro Management partner Kana Collaborative CRM Malam-Team DSKnowledge Service Center Knowledgebase Danshir Talisma – CIM (customer Collaborative CRM Business Solutions interaction management) collaborative CRM, KM for Knova (Consona) IT Navigator contact centers Siebel - Social CRM Social tools for CRM Oracle - Siebel Cemax Feedback Mng, Complaints Mng. Cemax *Doesn’t include Contact Center/telephony tools Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 42
  • 43. Multi Channel /customer Self Service applications Product Name Description Israeli Representative Lyris Email marketing Neolane Multichannel marketing Netwise Cellular apps. SMS dist., WAP, download apps Self service apps Self Service Kiosks Kana Collaborative CRM Malam-Team Talisma – CIM Collaborative CRM Business Solutions Megacenter Mail Managing channels (SMS, Fax, email) Yael Software Server (MCMS) eBilling + eService + Self Service Oracle (part of Siebel suite) eCommerce Mail-IT + possible Marketing messages management (Mails cloud model channel) Matrix Bank2go, Ultra Credit, Calldinator, WFA Matrix Mobile MMIS – Matrix mobile info. server solutions One1 Mobile Mobile channel, SMS One1 Mobile Netwise – Integration partner Cellesense Text and web automated self service AMS Billminer (EBPP), self care Lognet Yodlee Moneycenter Aggregated financial data and payment Bynet SW. Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 43 ISQ Q&A web self-service ISQ
  • 44. CRM - Israeli Market Positioning 1Q09 Siebel Microsoft + SOD Peoplesoft SAP Local Support Oracle CRM Pivotal Worldwide MEGACenter Salesforce Leader Onyx Amdocs Vendors to Watch: This analysis should be used with its NetSuite (on-demand) supporting documents SugarCRM (open source) Market Presence Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 44
  • 45. CRM Selected Wins during 2008/1Q09 (Partial List)  Siebel On-Demand: ECI (Taldor), Test Insight (ManofIT), Remmon (ManofIT), Pascal (ManofIT), Coreflow (ManofIT), Civcom (ManofIT), Oridion, Teva, Netafim, Galil College, Nicast (ManofIT)  Peoplesoft: Bezeq projects  SAP CRM: Zim, Excellence Nesua (Taldor), Given Imaging (Advantech), Navy, IAI, Machon Mor, Sarel, Technion (Taldor)  Microsoft Dynamics CRM: Leumi-Card (Effect-Matrix), Random Logic-888 (Almog), Aviv PCB (Almog), Bank Igud (Effect), Doar Israel (Effect-Matrix), Egged (Advantech), Mey Eden (Aman), Yad Vashem, Red Data, Africa hotels, Superpharm (Effect), HTR (Effect), Audiocodes (Effect), Avis (Effect), Bank Leumi  Pivotal: Moatza Lezarchanut, Madgal, Negev Ceramics, Ambar  Salesforce: Symantech division, Alladin, Scopus Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 45
  • 46. CRM Consultants in Israel (alphabetical) Partial List  Accenture  Alternative  Aman (widelink)  BI-Pro  Deloitte Touche: Strategy, business case  IT solutions  Luria  Meteor  Sensecom: Contact Centers  Synergy: Campaign Management, Analytical CRM  Several other independent advisors Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 46
  • 47. STKI Rule of Thumb HIGH-END CRM in Israel: Price Per Seat • License: $1K - $3K • Integration: 2 x license • Hardware: 1 x license • Maintenance: 0.5 x license (for 3 years) • Training & Change Mng: 1 x license • Testing: 0.25-0.5 x license • Data Quality: 0.25-0.5 x license Total: 6 x license $6,000 - $18,000 per seat Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 47
  • 48. STKI Rule of Thumb Mid-Tier CRM in Israel: Price Per Seat • License: $500 - $1K • Integration: 2 x license • Maintenance: 0.5 x license (for 3 years) • Implementation 0.75 x license (training, testing, data quality) Total: ~4 x license $2,000 - $4,000 per seat Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 48
  • 49. STKI Rule of Thumb SaaS CRM price model Pay-as-you-go subscription pricing Price per user per month: 40$ - 130$ * Depending on functionality, contract period, scope of modules vs. full suite, number of users Additional possible costs: • Relatively very short implementation time • Internet bandwidth requirement • Data quality • Training + HATMAA • Some possible customization costs Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 49
  • 50. EPSS for CSRs + Unified Agent Desktop Developing/ Solution Description Representing Company Guided Customer Interactions, E-Glue, ONE1- E-Glue Unified Desktop, EPSS partner Guided Customer Interactions, Composia, Matrix- Composia Unified Desktop, EPSS partner Front End integration, Unified OpenSpan Malam-Team Desktop Solan, Yael & SRL - E-Tracker EPSS partners CCF (Customer Care Aggregation, Acceleration and Microsoft, Matrix - Framework) Automation partner Expeditor Desktop Integration IBM, Matrix - partner Acceleration and automation, SKS for CCF Bynet SW expanding CCF capabilities Jacada Front End integration Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 50
  • 51. Campaign Management Package Vendors in Israel Product Name Israeli Rep. Integrators Unica Gstat IBM, Gilon Chordiant IBM SAS Mia Computers Gilon Teradata Analytic CRM Mittwoch Mittwoch, Gilon Siebel Marketing Automation Taldor, Oracle Taldor (Acquired by Oracle) Neolane Netwise Netwise Peoplesoft Marketing Matrix Matrix Automation MEGACenter Marketing Module Yael Yael Other CRM Vendors… Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 51
  • 52. ERP Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 52
  • 53. ERP ERP Life Cycle Trends Increase efficiency of ERP operations Basic modules HR, Logistics, Portals, BI, BPM Financials Advanced modules Stabilizing Upgrades the system Increase Hatmaa “Core” modules ERP 3 ? ERP 1 ERP 2 Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 53
  • 54. ERP ERP Maturity Model 2009 Trends Business Value Increase efficiency, advanced/ vertical modules, upgrade, improve HATMAA, Investment implement ERP portals, BI, BPM to make money IT+business ERP 2 Cut costs, Increase Project Process productivity ERP modeling ERP Pure MDM for ERP Operational Business Portals Project Commodity IT ERP1 Services Size of figure = complexity/ cost of project ERP Investment governance for regulations tools Using Implementing Looking Market Maturity Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 54
  • 55. ERP ERP Benefits Trends Source: http://net.educause.edu/ir/library/pdf/ERB0401.pdf Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 55
  • 56. ERP Staffing ratio Average size of Israeli ERP department: 15-20  Implementers: 60%  Developers: 17%  Infrastructure (system/DBAs): 10%  Other: 13%  ERP effort distribution:  New developments: 70%  Maintenance: 30%  Average ratio between ERP staff / ERP users:  SAP 1:66  Oracle 1:30 (due to smaller-scale installations) Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 56
  • 57. ERP ERP Main priorities for 2009 Trends How to reduce ongoing maintenance costs? Sourcing strategies 3rd party tools Licensing management Improve HATMAA of ERP to decrease training costs, improve usability and lower HD costs Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 57
  • 58. ERP SAP ERP specific issues in 2009 Trends BI – BW architectural dilemmas More willingness to use external services Increase efficiency with 3rd party tools Upgrade costs too high for value they provide Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 58
  • 59. ERP Oracle ERP specific issues in 2009 Trends Need for software configuration management Upgrades More use of internal ERP staff Increase efficiency with 3rd party tools Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 59
  • 60. STKI Rule of Thumb Enterprise ERP in Israel: Price Per Seat License: $1600 - $2500 Integration: 2-3 x license Hardware: 1 x license Maintenance: 0.5 x license (for 3 years) Implementation (Testing, Training Data Quality): 1 x license Total: ~6 x license ~$12,000 per seat Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 60
  • 61. STKI Rule of Thumb Large - SMB ERP in Israel: Price Per Seat • License: $1500-$1700 • Integration: 2 x license • Hardware: 0.25 x license • Maintenance: 0.5 x license (for 3 years) • Implementation 0.75 x license (training, testing, data quality) Total: 4.5 x license $6,750 - $7650 per seat Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 61
  • 62. STKI Rule of Thumb SMB ERP in Israel: Price Per Seat • License: $700-$1200 • Integration: 2 x license • Maintenance: 0.5 x license (for 3 years) • Implementation 0.5 x license (training, testing, data quality) Total: 4 x license $2800 – $4,800 per seat Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 62
  • 63. ERP Packages & Integrators: Part 1 Package Israel Rep Integrators Delivery model Yael, Malam-Team, ONE1UP, Oracle Oracle Oracle Israel consulting, HP-EDS, Advantech, Ernst & On-premise Apps Young, Unitask, Motorola Oracle Unitask (Oracle Easy), Afek, Motorola, Oracle Accelerated ONE1UP, Advanteck, E&Y, Yael, AKT (HR On-premise Edition module) Ness, IBM, Taldor, Advantech, Malam-Team, SAP, HP-EDS, Accenture, Aman, SRL, Danshir, CB SAP Israel On-premise SAP All-in- I.T, E121, EPS SAP, Gav, IGC, Opex, One SAPLM, SDM, AKT (HR module) SAP Xioma, Malam-Team (Etop), RELS, Harel Business SAP Israel comp Malal, Complete, Menahel4U, Todan, On-premise One Reut-ONE, Synopsis E-Tafnit Matrix Matrix, Alpha Consultants On-premise QAD SIT SIT, ManofIT, Tirosh On-premise, SaaS Lawson Intentia Israel Intentia Israel On-premise (M3, S3) Ashbal, Meidatech, FBC On-premise, SaaS Priority Ashbal (meidatech) Afek, Tulip, RAAN, HP-EDS, IlitERP Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 63
  • 64. ERP Packages & Integrators: Part 2 Package Israel Rep Integrators Delivery Model Microsoft Israel. Matrix, Oregano, Malam-Team, Microsoft Dynamics Localization & Prodware, Tadiad, Maxoft On-premise AX Distribution by other partners in qualifications mAXimum ERP (Matrix) Aviv, MARS Aviv Aviv On-premise ONE ERP ONE1 ONE1 On-premise KAV systems Kav Kav, Ardom On-premise FinPro, Logistic Pro Almog Almog On-premise Gan Tochnot On-demand, Aman Aman Heshev Hosted Comax (on On-demand, Comax demand) Hosted On-premise, Bgate Bgate SaaS IFS Teldan On-premise BPCS, Baan Matrix Matrix, Afek, IBM, Tulip (Baan) On-premise Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 64
  • 65. ERP SMB ERP in Israel Trends Pressure from large players in generic ERP Verticalization, Verticalization, Verticalization SMB ERP providers develop very deep and verticalized solutions On-demand models – also in Israel! Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 65
  • 66. ERP On-demand model ERP Trends Kicking in • Comax • Meida-Tech (Priority on demand) • SIT – QAD • Ggate • Gan Tochnot Heshev Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 66
  • 67. ERP - Israeli Market Positioning 1Q09 Enterprise ERP Medium - Large ERP SMB ERP Priority SAP Oracle SAP Oracle SAP BOONE1 AIO ERP ONE1 Priority Oracle AE/easy QAD Tafnit ERP QAD Tafnit Kav Aviv Aviv Movex Movex Vendors to Watch: Ggate IFS Microsoft Dynamics AX COMAX Market Presence This analysis should be used Do not remove source or attribution from any graphic or portionsupporting documents with its of graphic Einat Shimoni’s work Copyright 2009 @STKI 67
  • 68. ERP Selected Wins 2008-1Q09 (Partial List)  SAP: Rakevet Israel (Malam-Team)  SAP All-in-one (Best Practices): Gidron (Taldor), Ashdod medical center (Taldor), Batey Zikuk (Taldor)  Sap modules: GRC – Dead Sea, BIA – Coca Cola, Learning solution - Bazan, IDM – Ness, Billing - Meitav  SAP ECC upgrades: Mecan-Ericsoon, M.of Health, Tadiran Solelot  Oracle: Object (R12), Ashot (ONE1up), LUZ II, Actimize  Accelerated Edition: Modu (Advantech, R12), Retalix, ITL, Rion  Tafnit: Barzilay hospital, Leumicard, Albar, Sani, Visa, Mizrachi, Ayalon, Ampa investments  QAD: Vishey international, Expansions in AVT, Seragon. On-demand ERP: Enlyten, RGI  Microsoft Dynamics AX (not localized version): Random Logic 888 (Malam- Team), Aviv PCB (Oregano)  Comax (on demand): Hazi hinam, 2 municipalities, Domisil  ONE1 ERP: Agami, Beit Yanai, Ambar Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 68
  • 69. 3rd party SAP complimentary tools (partial list) – Part 1 Solution Israel Rep. Description EPIuse Ness Selective data copies Zoption Ness Integrating financial functions with Office - excel Panaya Panaya Simulation and guidance for SAP upgrades Intellicorp – Live Ness Impact analysis (for SAP upgrades) compare Object Manager Ness Software configuration management OrgPlus Ness Visual HR management Xpandion Ness Risk mng, behavioral analysis, license audit ARX Cosign Ness Digital signature IXOS - (OpenText) Top Solutions SAP content management and archiving Printboss - Consist Consist, Ness Design/distribution of SAP forms MessageManager Ness Unified messaging for SAP SteerU SteerU EPSS for SAP Innowera Shimoni’s work CopyrightNess Integration of SAP transactions with Excel Einat 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 69
  • 70. 3rd party SAP complimentary tools (partial list) – Part 2 Solution Israel Rep. Description Item Field - Aman Data transformation for SAP Informatica Clicksoftware Clicksoftware SAP workforce optimization HR Load runner HP Israel software performance testing tools HP Quality Center HP Israel automate QA testing Cisco Data Privacy Cisco Data security on the network CA Wily CA Israel Monitoring customer transactions in real time Arcplan Danshir Dashboard for SAP data Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 70
  • 71. 3rd party Oracle e-Business Suite complimentary products (partial list) Solution Israel Rep. Description Oracle Partners: UPK (acquired by Tools to increase productivity, usability, Yana-Smart, Oracle) deployment & content creation John Bryce, Blat Lapidot OMM (Object Migration management and change Migration Manager) management for Oracle e-business Unitask Print Director Enhanced Oracle printing Dynamic Entity Data management and control tool AOA AOA Travel management system (Add-on Applications) Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 71
  • 72. ERP Consultants (Alphabetical list) Partial List  Accenture  Bit-Plus  Byon  Deloitte Touche  Ernst & Young  HMS  Meteor  OIC  Seker  Tulip  Several Independent advisors Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 72
  • 73. SCM Supply Chain Management Trends Information focus Strategic measurements, Balanced Scorecard SCP: Supply Demand Chain planning & Planning forecasting Inventory Advanced planning & planning & optimization optimization Product Data Management SRM SCE: Supply Chain ERP 1, ERP 2 WMS Supplier Execution portal Transportation Management Transaction focus Demand Logistics Operations Supply Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 73
  • 74. Supply Chain Management SCM Trends Global trends From Execution to Planning: try to match demand and deliver the right product to the right place at the right time at the right price Organizations becoming demand sensitive: More data that will help predict demand from POS, suppliers, internal sales/marketing people Ability to respond near real time Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 74
  • 75. Supply Chain Management SCM Trends Israel trends  Gap between IT and logistics/SCM business departments  SCM very broad and complex, requires special expertise  Confusion regarding what ERP packages can and can’t do  why do we need a BoB solution if we have an ERP?  SCM package decisions are still based on BoB:  Solution has to be flexible, be able to include many dynamic constraints that change as you go  Solution has to include transactional as well as analytical (multi dimensional analysis)  SCM packages are also facing suppliers and partners Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 75
  • 76. KM Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 76
  • 77. KM Knowledge Management Trends But don’t think too much… Get practical Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 77
  • 78. KM The problem with Knowledge Trends It takes too much time to find existing information needed to complete tasks The Problem: Too much info! Lack of information Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 78
  • 79. KM Let’s see the numbers Trends The typical IW spends up to 25% of the day searching for the right information to complete a given task. Ineffective searches/wasting time looking for information can cost companies up to 10% in salary expenses (Butler Group) Employees spend 12 hours a week on info-gathering tasks: mostly, unsuccessfully. (Accenture) Knowledge workers spend 15%-30% of their time gathering information, but are successful less than 50 percent of the time. (IDC) The amount of new technical information is doubling every two years Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 79
  • 80. Internal KM Maturity Model 2009 KM Trends Business Value Investment to make money Blogs IT+business Cut costs, Increase Social Project tools productivity Wikis Pure Ent. Business ECM Search Project Gateway Commodity IT portal Services Size of figure = Archiving complexity/ cost of project Investment for regulations Using Implementing Looking Market Maturity Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 80
  • 81. KM KM Best Practices Trends KM should be process-dependent and combined in every-day tasks Accommodate different types of users Digital natives Digital immigrants Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 81
  • 82. What isn’t acceptable for the KM Trends Digital native (generation X)? Paper application E-form on form company portal 2 hour classroom Simulation games, session with PPT online courses, slides community Posting ideas on Suggestion box company blog Interaction, relevancy, ease of use Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 82
  • 83. The digital native KM Technology “consumerization” Trends • New-age knowledge workers are used to: • Communicate • Share • Collaborate • Plan … in a different way. They will probably grow grassroots web 2.0 initiatives, whether IT likes it or not Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 83
  • 84. KM Web 2.0: User is at the center Trends Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 84
  • 85. KM Web 2.0 tools: Adoption vs. Complexity Trends Most known most deployed Least known least deployed Source: Cutter Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 85
  • 86. Innovation tools? Innovation Operations Management Support Support Support Systems Systems Systems Innovation Transaction Special Employee Analytical Decision Systems Processing Purpose Productivity Systems Support ? Processing Supporting Enabling Systems that Strategic generate Business Workgroup Decision Innovation & Transactions Collaboration creativity Making Operational Knowledge Analytical Management Systems Einat Shimoni’s work Copyright 2009 @STKI Moshav Bnei Zion, Israel +972 9 74 444 74 www.stki.info All Rights Reserved @STKI Do not remove source or attribution from any graphic or portion of graphic 86
  • 87. General Innovation types Trends Source: Web 2.0 business models, CEO Teemu Arina Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 87
  • 88. General Innovation Sources Trends Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 88