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20-04 0044 of CRM in the Cloud

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Victor Hoong

on 26 April 2011

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Transcript of 20-04 0044 of CRM in the Cloud

Cloud Computing today
Hype vs. Reality Reality: It is already a pervasive trend throughout the industry Hype: Cloud is just another passing fad I don't need to worry about Support for cloud is immensely
strong across the industry The forecasts are supported by activity today Hype: The cloud is just another technology... yawn Hype: The cloud introduces dangerous new business risks Reality: Cloud modifies your existing risk profile The cloud has passed control in many areas to a
provider but are there new risks? Outside-in 1. Review your options 2. Adopt strategically 3. Prepare the organisation 4. Transform the business Reality: Cloud has the potential to change your entire business The model has potential impact across the whole business Enable your services over the cloud Cloud is here to stay Steps to CRM in the Cloud On-demand self-service A major shift in the way businesses source and deliver IT enabled by the emergence of standardisation and virtualisation Internet technologies, virtualisation
and standardisation Ubiquitous network access Location independent resource pooling Pay per use Device independence Rapid elasticity What is cloud computing? A new IT delivery model An evolution in architecture A family of solutions Offering significant business benefits Reduce the amount of IT capital spending
Use of “pay-as-you-go” model instead purchase/lease
Move IT costs from CAPEX to OPEX

Increase business flexibility and agility
Gain greater flexibility on architecture and sourcing options
Scale up and down as needed, maximizing efficiency
Accelerate time to value
Significantly reduce time to start up and complete projects

Allow the business to focus on business
Enterprises reduce need to provide low-business value, high-cost labor to support commodity IT services
Reduce non-differentiated services, allocate resources to value creating activities Hype: Cloud is always the superior option Reality: Not all solutions are mature enough for the enterprise (yet) and opens up external opportunities Supply services to the cloud ecosystem (So where can we start?) Examine the cloud examples in your industry Review potential value from each cloud family Review present business needs from a cloud perspective Enhance your existing IT strategy from a cloud perspective Evaluate the options to develop possible adoption roadmaps Try it out at the fringes

Get your team ready for a different approach
Development process may be "agile"
Support work can be patchy
Develop a channel for user feedback
Exploit the benefit of incremental releases

Review security / compliance protocols - internal and external

Gain understanding of SLA with service providers Remain business and customer focused Inside-out Take the opportunity to transform the future operating model Get stakeholders engaged and keep them on the journey Zynga - a social gaming company
Grew from 0 to 10m users in 6wks
Transferred to a cloud infrastructure
Ongoing assessment to match supply and demand The cloud drives internal changes Organisational impact - reduction of effort in delivery and maintenance
Focus for IT on design and aligning service partners
Project portfolio management with more projects for same investment
Legacy operations still required
Closer coupling with the business to increase agility to respond to the market Solution maturity is not uniform Industry Specific Functional / Technical issues ICT maturity Business priorities Organisation starting points differ Outsourced Comparing outsourcing vs. cloudsourcing Patches and Upgrades Rapid provisioning Retention of knowledge Total cost of ownership For outsourcing the risk may be on customer (dependent on services agreement) Cloud economics should be superior reality may be different Outsource model can enable TUPE 72hrs for outsource provider depending on maturity Lock-in Generally long-term deal with an outsourcer Elasticity (pay only for what's used) Ease of minor enhancement May be factored into outsource operations Greater flexibility with cloud AWS EC2 for non-prod environments

Adoption of Sales, Service, Marketing solutions

Hybrid CRM On-Premise / On-Demand cloud for rapidly delivering to emerging business units Incorporate into your existing project portfolio Twitter: @vhoong
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