Analysis of Boundary Resources in B2B Software Platforms Maximilian Schreieck, Robert Finke, Manuel Wiesche, Helmut Krcmar EWSECO 2017, Darmstadt November 23, 2017

Sandbox vs. Toolbox – Analysis of Boundary Resources in B2B Software Platforms Maximilian Schreieck, Robert Finke, Manuel Wiesche, Helmut Krcmar EWSECO 2017, Darmstadt November 23, 2017

Informatics 17 - Chair for Information SystemsTUM Faculty of Informatics Technische Universität München www.i17.in.tum.de Agenda

1 Motivation

2 Background & Method

3 Results & Interpretation

Challenge • The interplay of boundary resources and value co-creation is not fully understood • Research is limited to B2C platforms although B2B platforms gain importance

Goal • Identify concepts of boundary resources applied in practice by analyzing the use of boundary resources by IBM Bluemix and Salesforce • Improve our understanding of the influence of boundary resources on value co-creation

What boundary resources can be identified in literature and practice?

How does the design of boundary resources impact value co- creation in B2B software platforms?

1 Motivation

2 Background & Method

3 Results & Interpretation

Complementor Complementor Complementor 1 2 3

Complement 1 Complement 2 Complement 3

Platform Complement 1 End User 1 Owner

Complement 2 Complement 3 End User 2

Definition

• Multisided (market and/or development) platform • Higher innovation rates and higher competitiveness than traditional business models • Ecosystem of third-party developers is leveraged

Sources: (Cusumano, 2010; Evans, Hagiu, & Schmalensee, 2006; Tiwana, 2014)

Definition • Resources that support developers in their development efforts • They define interaction with the platform • They implement platform governance

Application Boundary Development Boundary Social Boundary Resources Resources Resources • Technical resources • Support of the • Control interactions and E.g.: APIs, technologies, development process behavior frameworks E.g.: SDKs, IDEs, GUI • E.g.: Partner program, Builder, Marketplace documentation, training

Sources: (Bianco, Myllarniemi, Komssi, & Raatikainen, 2014; Ghazawneh & Henfridsson, 2013)

IT Capabilities • Functionality and technologies for application development IT Capabilities • Enable the development of apps and thus co-creation Control • Incentivize developers • Control developers Co- Ecosystem Control • Gatekeeping, process, metrics und creation relational control mechanisms

Knowledge exchange • Development and market knowledge • Exchange between ecosystem participants Knowledge exchange Ecosystem • Context of the co-creation process • Size of the ecosystem, number and

Sources: (Ceccagnoli, Forman, Huang, & Wu, 2012; Faustino & Picoto, 2014; Grover & Kohli, 2012; quality of offers Ranjan & Read, 2016; Sarker, Sarker, Sahaym, & Bjørn-Andersen, 2012)

Explorative literature research Theoretical background

Multiple case study on boundary resources Structured analysis of publicly available data such as • Websites, in particular FAQ and help sections • Developer documentation • Partner program information • Press releases and news article • In sum ~950 data sources Use of grounded theory methodology procedures for coding of data

Sources: (Kaplan & Maxwell, 2005; Recker, 2013; Yin, 2013, Wiesche et al., 2017)

1 Motivation

2 Background & Method

3 Results & Interpretation

IBM Bluemix Salesforce Application Boundary Resources s Available APIs Bluemix Platform APIs IBM API Connect - self created APIs Comprehensive tool on Bluemix to create and manage APIs Marketing Cloud Content Builder API (REST) Access to marketing content, such as emails, images, text, Social Boundary Resources and other documents Partner Program Name IBM Marketplace Partner Program Partner program to access the IBM marketplace with over 25 million IBM customers, visitors, partners and developers. AppExchange Partner Program For Independent Software Vendors (ISV) Infrastructure API APIs to access the Bluemix infrastructure. Supported formats Journey Builder API (REST) Interface for designing individualized customer Build and integrate services into the IBM Marketplace and/or Bluemix Catalog. are SOAP, REST and XML-RPC for the programming laguages communication plans (journeys) This is linked with the IBM-wide marketplace. Visibility can be set afterwards, that the complementary service is only visible C#, PERL, PHP, Python, Ruby and .NET Compute APIs IBM Bluemix OpenWhisk Mobile Connect API (REST) Send SMS to customers in the Bluemix Catalog. Mobile APIs Push Notifications Web Services SOAP API Access to email functionality IBM Partner World Free marketing and enablement program for any IBM Business Partners that develop and sell IBM-based solutions, products For Consultants Services APIs Data & Analytics APIs Chef Watson Force.com Data APIs Industries REST API Access to individual records in an org or services. Includes benefits for Marketing, Selling, Technical Support and Training. Discounts on training and certification Geosoatial Analytics Platform Encryption REST API Control own tenant secrets on own premises Services and Solution Provider Program For building enterprise cloud applications and business services on Bluemix. For Bluemix customers; not relevant for Historical Instrument Analytics Bulk API (optimized REST) Handle huge datasets, e.g. as migration tool complementors IBM Bluemix Data Connect API Chatter REST API Feed based information stream of salesforce data IBM Bluemix Lift Activities API Metadata API Manage customized metadata that defines custom objects IBM Cloud Solution Provider Program and layout models IBM PAIRS Services REST API Access to single records and queries in the Force.com platform IBM Research Career Advisor SOAP API Customize prebuild applications on the Force.com platform Referral Program Reffer IBM Bluemix to companies and receive a commission - Not for complementors Incentive Compensation Management Streaming API Receive notification for changes to Salesforce data for internal and external applications Instrument Analytics Tooling API Build custom development tools for Force.com applications Reseller Program Sell cloud platform services as your product offering - Not for complementors Investment Portfolio Mobile Live Agent REST API Extend functionality of chat windows in native Android and iOS apps and merge them with Salesforce applications Mandatory Marketplace Partner Program: Yes Yes Portfolio Optimization User Interface REST API Crate custom native Andorid, iOS or web app and access participation Partner World: No metadata, layout information and data to display, edit and create a record Predictive Market Scenarios Analytics Wave Analytics REST API Access datasets from the Analytics Platform Benefits & Business Opportunity in the IBM Marketplace and Bluemix Access to the marketplace with a huge number of enterprise users. Access to the marketplace. Simulated Historical Instrumend Analytics Analytics External Data API Make external data available on Analytics Platform Incentives Catalog Increased visibility, marketing support (Bluemix listings only), Lead generation to own site and analytics reporting of listings's Access to Developers Community Simulated Instrument Analytics Einstein Vision API AI based image classification sales performance (Marketplace listing only), promotion for offering events, advertisisng and webinars Access to AppExchange Marketing Program Streaming Analytics Data.com Search API Find contact and company records (to purchase) Handling of billing and paments after 2018 Access to Partner Success Plans (special support) Watson Data Platform Core Services Match API Update existing contact and company records with the latest Data.com records Marketing Support in Partner World Support for promotion, marketing, networking and market Direct contact for support to Salesforce's experts See "Direct communication" Weather Alerts for Insurance Purchase API Purchase and retreive Data.com records insights in PartnerWorld. Weather Company Alerts DUNSRight Match API Update existing company records with the latest Data.com Marketing Support in Bluemic Catalog Support from Bluemix Sales and Advocate Teams to promote Access to Account Manager Supports the partner for individual questions records according to their DUNS number services (for Bluemix Catalog only, not for IBM Marketplace Marketing Marketplace API Apex Apex REST API Expose Apex classes and methods to external applications listings) Watson Marketing Insights Export API Apex SOAP API Expose Apex classes and methods to external applications Watson Marketing Insights Profile API Not specified Place Order REST API Access to contracts, orders and order product data Program and discounts for Start Ups Salesforce Platform Fund Fund to invest in companies based on Salesforce's platform or for it with a funding of $100 Mio. Watson Marketing Insights Import API Reports and Dashboard REST API Access report and dashboard data from the report builder Partnership Levels Only in IBM Partner World Registered Requirements: none Registered Annual contract value (ACV) < $30,000 Special benefits for each level. and dashboard builder from internal and external apps Watson Marketing Insights Configuration API Social Studio REST API Retreving, analyzing and modifying social media data Levels will be repeales with the new partner program starting Business Support Universal Behavior Exchange in March 2018. Watson APIs Visual Recognition Dedicated ACV is calculated once a year and the level of a partner is only Watson Virtual Agent changed at this point of time. Watson Analytics IBM Watson Content Hub API Silver Requirements: Apply for resale authorization and Silver ACV < $199,000 IBM Watson Supply Chain Insights demonstrate sales success Internet of Things APIs IBM IoT for Automotive : Asset Gold Requirements: Achieve 1st competency, build sales success, Gold ACV < $999,000 IBM IoT for Automotive : Vehicle Data Hub complete client satisfaction survey process, verify 1st client IBM Watson Context Mapping reference IBM Watson IoT Driver Behavior IBM Watson IoT Platform Analytics Real-Time Insight API Platinum Requirements: Achieve 2nd competency, build sales success, Platinum ACV > $1,000,000 IoT for Insurance APIs maintain valid client satisfaction survey, verify 2nd client Network APIs VPN reference Security APIs Key Protect App Revenue Tiered Revenue Model Identical to the recurring model. Additionally, different editions are possible (e.g. yearly payment or 3-yearly payment with Paid Sterling Secure Proxy Models discounting) DevOps APIs Alert Notification API Auto-scaling Cloud Event Management API Recurring Periodical payments of charges for using the service. This can be on a timely basis or based upon the actual usage of Free IBM Cloud Log Collection API computing power, storage or similar. IBM Cloud Monitoring Alerts API One-time One flat price of one unit of the service. Free trial is optional IBM Cloud Monitoring Metrics API • IBM: 59 Free Free version of the service Application Services API WebSphere Application Server for Bluemix Membership Badges IBM Bluemix None Yes Integrate API IBM Service Discovery API IBM Transformation Extender Advanced Partner World Cloud Service Providers can co-brand their offering with IBM "Ready for Cloud" label after a technical validation to proof the IBM SaaS User and Subcription Management quality of the technical solution Secure Gateway Documentation General Platform Bluemix Docs Documentation about various topics like role management Yes Extensive documentation and guides for developers about Commerce Campaings Automation Partner-Level: Documentation the platform Dynamic Pricing API IBM Inventory Visibility Technical Bluemix Docs, API Explorer and technical articles on Documentation about the technical services provided on Yes Salesforce Developers - Developer Documentation WebSphere Commerce Services • SF: 27 Documentation DeveloperWorks Bluemix Extensive documentation and guides for developers about Development Tools IBM Performance Management : Resource Group the platform. Management Services API Explorer in preview-mode IBM Performance Management : Role-Based Access Control Training and Online Training Partner Worlds Training Training and product presentation for various IBM products, Online learning Salesforce Trailhead Free online training about the platform, development and Services Education including the Bluemix platform bestpractices for end users, AppExchange Partners and IBM Performance Management : Threshold Management Services • RegisteredConsulting Partners Technologies Supported Script- and Programming Languages Liberty for Java Buildpack supports complete runtime environment for Java Force.com "Point and Click" / declarative development Declare data models, logic and user interfaces 63 Training paths with 230 modules and 40 example projects. Programming-, EE 7 and OSGi applications Salesforce skills can be shown with 7 super badges Query- and Node.js Node.js runtime is powered by sdk-for-nodejs buildpack that Apex Proprietary programming language of Salesforce Declaration- provides a complete runtime environment for Node.js apps Syntax similar to Java IBM Skills Gateway - Cloud Provides training not only for Bluemix but for various IBM Example Code and instructions Languages ASP.NET Cross-platform runtime to build .NET applications on a HTML for UI Customize the appearance of Visualforce pages products and services modular open source framework Swift Buildpack supports complete runtime environment for Swift SOQL / SOSL (Salesforce Object Query Language / Salesforce sObject Query Language IBM DeveloperWorks - IBM Bluemix Developer Center Online tutorials, information, tools and communities for apps Object Search Language) developers on various IBM services and Bluemix Go Buildpack supports complete runtime environment for Go Force.com / Heroku Integrate any programming language to Salesforce with Web-Casts Online video tutorials and education • Silver apps Force.com Canvas App Self-study resources Free ebooks for learning how to use IBM technology. For PHP Buildpack supports complete runtime environment for PHP Heroku Platform Node.js Support of any programming language with Heroku various IBM solutions, also Bluemix apps In-class teaching Softlayer Training For IBM Bluemix Infrastructure services only In-class learning Salesforce University 58 paid teaching offerings Python Buildpack supports complete runtime environment for Ruby Python 2 and 3 apps Certification Available Yes IBM Open Badge Certification Program But not necessarily on the usage of Bluemix, more focuesd on Salesforce Certified Professionals Exam Fee of $200, retake fee of $100 Ruby Buildpack supports complete runtime environment for Ruby Java IBM technology and programming Salesforce University in class-training recommended apps IBM Professional Certificates are necessary in some cases PHP IBM Professional Certification Program Certificates and supplementing Mastery Tests • Gold Go Certification By product then by role IBM Professional Certification Program By role Scala classified by Clojure Certification IBM Analytics 101 Administrators 2 Frameworks Kitura Web Framework Open source framework for mobile app development with swift (iOS) and integration with cloud platforms like IBM Bluemix. Lightning Component Framework A frontend framework with a collection of tools and technologies With SDKs for IBM Watson; IBM DB2 and DashDB, IBM Cloudant and Couch DB, IBM ObjectStorage, Apache Cassandr, Aphid Based on JavaScript and similar to framworks like AngularJS, React, or Polymer Structure IBM Cloud This contains dedicated training with IBM Bluemix 72 App Builders 1 MQTT Lighning components use client-side JavaScript and server-side Apex controllers (+ number of IBM Cognitive Solutions 5 Architects 9 Introduced in 2016 to optimize the user experience certifications) IBM Global Financing 2 Consultants 6 Lightning components are mobile ready. Based on open-source Aura Framework IBM Global Technology Services 1 Developers 3 Apps entering AppExchange after March 1, 2017 must be lightning ready IBM Security 35 Specialists • e.g. specialistsPlatinum for marketing or Pardot 4 The utilization of Lightning Components is subsidized in the AppExchange due to a discount in the security review IBM Systems 33 OpenStack Open source version of cloud infrastructure as a service (IaaS) Visualforce Web-based framework for user interfaces that allows to build sophisticated, customized user interfaces by using markup languages and standard web development technologies as HTML5, CSS, JavaScript and jQuery. Uses a tag-based markup IBM Watson 1 language similar to HTML. IBM Watson Customer Engagement 12 Server centric framework IBM Watson Health 3 CloudFoundry Opensource framework. Orchestrate integration of Docker containers in infrastructure and allow developers to use multiple jQuery Mobile Examplatory JavaScript frameworks that can use Visualforce to customize the user interface - not limited to these IBM Watson Internet of Things 16 development languages Total number of IBM Professional Certification Program 281 25 Node.js JavaScript runtime AngularJS Certifications IBM Open Badge Certification Total: 1114 Docker IBM Bluemix Container Service is based on open-source framework Docker. Provides lifecycle management Knockout Bluemix related: 74 tools for deploy, run and manage containerized applications on Bluemix Levels of Yes The number of certifications depends on the product and role Yes The number of certifications per track depends on the role OpenWhisk Serverless framework to simplify the process of moving apps between cloud providers and keep the serverless development iUI Framework Certification environment consistent and react in real-time Training and Various Badges for Training Superbadges Badges to verify experience level in Salesforce Trailhead Xpages Application development framework to build responsive web applications for the IBM Domino platform. Based on Java and Certification Badges OSGi. Support, Partner IBM DeveloperWorks Developer Centers Forums, expert blogs, communities and video channels on technology related issues Success Community Supported Server Technology Tomcat Tomcat runtime is powered by the java buildpack - Communication Communities Backend Storage Block Storage Persistent iSCSI storage up to 12TB Salesforce Database Storage Definition and modeling of object schmes and relations but no choice about the database technology DeveloperWorks Communities Various self-organized user groups on IBM related topics like Bluemix Salesforce Developers Online forums for Salesforce developers. questions and answers and Interaction Technologies sObject dataformat IBM Bluemix on Stack Overflow Open, self organized discussions on Stack Overflow platform, monitored by the Bluemix Teams Partner Community Online meeting community for AppExchange Partners and Salesforce experts to share knowledge, get training, and support, Cloud Object Storage Storage for unstructured object data Saving unstructured data with platform's Directly integrated in the Bluemix Platform discover new features products and programs, and manage the AppExchange Partnership. Content Delivery Network Distributed storage for content where it is consumed Distributed storing of data for faster access to digital content experts Fosters collaboration between AppExchange Partners DeveloperWorks Answers Community-based support forum for all IBM products and services, including Bluemix; integration of Stack Overflow Stack Exchange Q&A platform similar to StackOverflow for exchange about technical issues between ISVs and experts File Storage NFS based file storage NFS based file Storage Database 19 services for databases None questions tagged with "Bluemix" Technologies Watson Developer Community Slack Channel Slack (Chat tool) for Watson developers Partner Office Hours Regular meetings hosted by Salesfoce staff on different topics to directly interact with them, receive direct feedback, learn Platform Online, on-premise or hybrid hosted cloud Online hosted cloud only best practices and get answers. Infrastructure Monthly: Program and Product; Marketing Development Boundary Resources Weekly: Sponsorship; Press, Analytics and Branding, Program and Product SDK Official SDKs Watson Analytics Android SDK Marketing Cloud C# SDK By appointment only: Security Best Practices Java SDK Java SDK IBM Analytics Communities Mutliple user communities for different IBM analytics functions. Not only for Bluemix, but globally for IBM Node.js SDK Node SDK Direct contact IBM staff answers questions on StackOverflow and Chatter groups Two groups for Q&A for AppExchange Partners (1. General questions, 2. Technical enablement) Python SDK PHP SDK Swift SDK Force.com Canvas SDK Integrate external apps into the Salesforce environment. DeveloperWorks Answers .NET SDK PHP SDK (Toolkit) Bluemix Garage A physical space centered in dense startup communities where designers, developers, product managers etc. can Unity SDK Salesforce1 / Mobile Mobile SDK for Android For Android applications collaborate with IBM experts with different expertise to rapidly innovate and deliver apps on Bluemix (started in 2014 with General SDK for Node.js Buildpack for Node.js that provides a complete runtime Mobile SDK for iOS For iOS applications the introduction of Bluemix). Located in nine offices around the world. environment for Node.js apps Uses collaboration, design thinking, agile development and the lean start up approach to create new innovations for and .NET SDK SDK to integrate Bluemix Services in .NET applications Mobile SDK for HTML5 For HTML5 and hybrid applications Java SDK For creating and testing Java Platform Standard Edition Analytics Platform Analytics Web SDK Communicate from Salesforce apps or external JavaScript with the customer applets and applications on some of IBM#s most popular apps with the Analytics Platform Indirect Contact Blog Bluemix Blog Regular Blog articels to inform developers and cutomers Blog Salesforce Developers Blog Explanations and examples for technical issues addressing platforms including Bluemix Analytics platform licenses required about recent events and to explain functionalities of the developers. Bluemix Mobile Service SDKs SDKs for Android, iOS, Windows and Cordova to integrate Analytics Apex SDK Query data in Analytics Platform from any Apex class platform. Bluemix services in other external apps Analytics platform licenses required Bluemix CLI SDK SDK to integrate CLI services Watson Blog Regular Blog articels to inform Watson Developer Community Salesforce Blog General announcements about Salesforce specific issues IBM Supported Open Source Projects Bluemix Global Pipeline SDKs Specific SDKs for the programming languages Python, Java, (WDC) about latest updates and explain functionalities of the Node.js, Cordova, Ruby, Angular and iOS Watson analytics APIs Community SDKs Watson Analytics Go SDK Accessible via GitHub Marketing Cloud Ruby SDK Medium Blog Irregular blog that addresses the public PHP SDK Accessible via GitHub Python SDK Technical Support Free Free support in the developers forum, ticket system with 24 hours responsiveness, contat to IBM technical staff Free Free support contains contact to technical staff with a response time of 2 days, free developer support Ruby Wrappers Accessible via GitHub Scala SDK Accessible via GitHub Platform status monitoring. Support via the IBM Support Twitter Channel. Client Success Portal for self-help troubleshooting IDE Official IDEs Eclipse IDE with Bluemix Tools Provides extensions for Eclipse to develop Java based applications that run in Bluemix Developer Console (web-based IDE) develop, test and debug code Extensions for Visual Studio Provides access in Visual Studio to capabilities of the IBM developer CLI Force.com IDE for Eclipse wizards, source code editors, test execution tools, deployment aids, integrated help, and an interactive debugger Premium Dedicated Client Success Manager, ticket system with faster response time, prioritized handling of premium issues Premier Partner Success Plans Assistance for questions on the partner program, partner status, order status and for AppExchange specific issues by the Apex Code Assist Partner Support Team. Create and edit Apex, Visualforce, and XML Metadata Components (App logic and GUI) Bluemix CLI Command Line Interface to interact with Bluemix applications, containers, infrastructures and other services. This is the Force.com Comand Line Interface (CLI) Browse and create Force.com objects, view, edit, create and delete records, execute Apex code and SOQL queries Faster support response times, 24/7 toll-free phone support, assigned success manager, developer support and access to most basic and comprehensive interaction tool for developers on Bluemix, as other IDEs are utilizing the CLIs services Premier Training Catalog Cloudfoundry CLI create applications, brows Bluemix servies and bind them to applications Lightning CLI Events & Workshops IBM Think Presentation of latest releases, expert talks, hands-on labs, exchange between ecosystem participants Dreamforce Annual Salesforce developer conference with > 2,700 sessions in the 2017 the "largest software conference in the world". IBM Cloud Application Tools (Beta) IDE for creating Node, Java and Swift applications with IBM Cloud integration. For Mac OSX only Event for exchange on technical issues, latest upgrades, community building; with high-representative speakers. IBM is the Web based user interface for Cloud Foundry For developers to interact with the Bluemix architecture, especially Cloud Foundry main sponsor of the conference. 135,000 registered attendees in 2014 Web IDE for Bluemix DevOps Services Web based IDE - for DevOps Services only Graphical API Assembler Technical Events Hands-on experience in labs, exchange with IBM ecosystem participants Developer Meetups Community-organized Meetup events for exchange on technical issues and community building Community IDEs None Mavens Mate Stand alone DIE Not supported anymore IBM Technical University 4-day event conducted by IBM and its partners to learn about new technology, connect with IBM's experts and to solve Illuminated Cloud Development Tools for Force.com based on JetBrains IntelliJ IDEA challenges. For various IBM solutions, not specifically for IBM Bluemix Rich Visualforce Editor Extension for the Eclipse IDE with GIT integration. Last updated in January 2014 The Welkin Suite Standalone IDE Bluemix Events Events that handle specific topics related to the usage of IBM Bluemix Hackathons Software Tools Visual App Designer No Lightning App Builder Drag-and-drop interface to build apps from lightning components DeveloperWorks Meetups Condensed version of a workshop in an informal environment Lightning Inspector (Chrome Browser Extension) Guidelines and IBM Business Provider Agreement and Policies Regulates terms of support (complementor is responsible and must be able to support enterprise customers), pricing (free ISVs Partner Program Agreement Other Development Sandbox Workbench Agreements version may be available), partner must provide a web side, digital sales and marketing support for its complements, Tools Development Starter Kits Orgs IdentifiedDifferent Instances of the platform for example to develop, test and run apps. This conceptboundary is similar to the sandbox resources: Analyzed sources: approach to prevent the loss of critical data while testing apps solvency check of the partner and futher responsibilities of the complementor The complement must offer their product on similar marketplaces or channels with paying customers Marketplace Name Bluemix Catalog AppExchange IBM Catalog Listing Requirements on the information of a listing and the design of complementor-side onboarding process of customers AppExchange Partner (ISV) Policies Functions General functions Search and filter funtions (developed by IBM, third party, community and versioned as light or beta) 3 areas "Apps", "Componentes" and "Consultants" Blogging Guidelines Recommendation how to write a blog post to present a Bluemix Catalog listing in the IBM Bluemix blog, based on other blog Consultants Consulting Partner Program Policies and specifications In total 21 subcateories for "Infrastructure" and "Platform" 9 Categories of Apps with several sub-categories (Sales, Customer Service, Marketing, IT & Administration, Human Resources, Finance, Enterprise Resource Planning, Collaboration and posts Analytics) 7 categories of components (Data Management, Data Visualization, Feeds, Finance, Productivity, Sales and Time & Data) General Public Relations (PR) Guidelines Policies how partners can use Salesforce logos etc. to publish Detail Page Type of the complementor (IBM, third party or community), name, logo, description, region of service deployment server, associated Bluemix organization and space of the user, Information about the app/component, reviews, ratings, screenshots, pricing information, information about the provider and related apps their own public relations materials connected services of the user, pricing and input of service login credentials • IBM: > 140 • IBM: Partner Brand Protection Policies and Guidelines 455Only accessible with Log in credentials Handling of the Must be transacted on the complementors website Handled by AppExchange Partner Blogging Expectations and Guidelines Only accessible with Log in credentials payment Partner Press Release Guidelines Only accessible with Log in credentials Partner Branding Guidelines Integration of the Complementor must make the user available login credentials, such as an API key that he can insert in the listing's detail page Handled by AppExchange service • Salesforce: > 110 • Salesforce:Lightning Component Design Guideline 388

IBM Bluemix Salesforce

• Apps: 186 • Apps: > 3.400 • Categories: 21 • Categories: 44 • Developer: 54 • Developer: 2.168

1,500700 450 400 350 300 250 200 150 100 50 0 1 2 3 4 5 6 7 8 9 10 11 12 13 16 20

Amount of Complementors with X offerings

Qualitative analysis: Qualitative Sample Analysis: Only multi-homing Multi- and single-homing

IT Capabilities Newcomers Boundary Control Innovators Resource shape enable create Co- Knowledge Specialists creation Designs exchange Generalists

Co-creation Complementor dimensions types

IBM Bluemix Salesforce Toolbox Sandbox

• Open technologies • Closed technologies IT capabilities • Professional functionality • Basic functionality • Little support • Easy-to-use

• Low degree of freedom • High degree of freedom regarding technologies Control regarding technology • Loose criteria for • Strict criteria for approval approval

• Support for developers Knowledge exchange • Support for developers • Exchange among partners

Comprehensive toolset Easy-to-use boilerplates for developers

Classification

Cross-platform Cross-platform homing

- Specialists Generalists Multi

Platform homing

- Newcomers

Innovators Single

Number of Apps per complementor

In our use cases

Cross-platform Platform Specialist Innovator

• Potential for competitive • High number of apps advantage • Strongest contribution to co- • High platform loyalty Newcomer creation • Stronger engagement in the • Specific knowledge on market ecosystem and niches

• High levels of experience in • Knowledge spillovers development Cross-platform • Increase of platform • High levels of experience in Generalist attractiveness co-creation • Reduction of competitive • Better app quality advantage

IT Capabilities Newcomers Boundary Control Innovators Resource shape enable create Co- Knowledge Specialists creation Designs exchange Generalists

Explanation how boundary resources affect value co- 1 creation

Overview of different boundary resources and their 2 design in practice

3 Taxonomy of factors that support value co-creation

4 Proposal of a classification for developer

Bianco, V. D., Myllarniemi, V., Komssi, M., & Raatikainen, M. (2014). The Role of Platform Boundary Resources in Software Ecosystems: A Case Study. In 2014 IEEE/IFIP Conference on Software Architecture (pp. 11–20). Ceccagnoli, M., Forman, C., Huang, P., & Wu, D. J. (2012). Cocreation of Value in a Platform Ecosystem: The Case of Enterprise Software. MIS Quarterly, 36(1), 263–290. Cusumano, M. (2010). Technology strategy and management: The evolution of platform thinking. Communications of the ACM, 53(1), 32–34. doi:10.1145/1629175.1629189 Evans, D. S., Hagiu, A., & Schmalensee, R. (2006). Invisible engines - How Software Platforms Drive Innovation and Transform Industries. Camebridge, Massachusetts: MIT Press. Faustino, V., & Picoto, W. (2014). Understanding Value Co-creation in a Mobile Ecosystem – A Case Study. In International Conference on Mobile Business (pp. 6). Ghazawneh, A., & Henfridsson, O. (2013). Balancing Platform Control and External Contribution in Third- Party Development: The boundary resources model. Information Systems Journal, 23(2), 173– 192. doi:10.1111/j.1365-2575.2012.00406.x Grover, V., & Kohli, R. (2012). Cocreating IT Value: New Capabilities and Metrics for Multifirm Environments. MIS Quarterly, 36(1), 225–232. Kaplan, B., & Maxwell, J. A. (2005). Qualitative Research Methods for Evaluating Computer Information Systems. Healthcare Information System, 30–56. doi:10.1007/0-387-30329-4 Ranjan, K. R., & Read, S. (2016). Value Co-Creation: Concept and Measurement. Journal of the Academy of Marketing Science, 44(3), 290–315. doi:10.1007/s11747-014-0397-2 Recker, J. (2013). Scientific Research in Information Systems. Berlin, Heidelberg: Springer Berlin Heidelberg. Sarker, S., Sarker, S., Sahaym, A., & Bjørn-Andersen, N. (2012). Exploring Value Cocreation in Relationship Between an ERP Vendor and its Partners: A Revelatory Case Study. MIS Quarterly, 36(1), 317–338. doi:10.1016/j.infoandorg.2005.02.001 Tiwana, A. (2014). Platform Ecosystems: Aligning Architecture, Governance, and Strategy. Yin, R. K. (2013). Case study research: Design and Methods: Sage publications.

Newcomer Platform Cross-platform Cross-platform Innovator Specialist Generalist Leichte Bedienbarkeit; Bedienbarkeit; Professionelle IT Capabilities Bedienbarkeit Funktionen Funktionen Funktionen

Incentives; Kleine Incentives und Incentives; Kleine Incentives Gatekeeping Eintrittsbarrieren Switching Costs Eintrittsbarrieren

Kontrolle zur Gering, für Kontrolle, zur Gering, für Process Control Anleitung Innovationen Anleitung Innovationen

Frühe Erfolge Anreiz für Frühe Erfolge Anreiz für Metrics Control ermöglichen Wachstum ermöglichen Wachstum

Stärkung der Stärkung der Steigerung der Steigerung der Relational Control Bindung Bindung Leistungen Leistungen

Ermöglichen des Geschäftlicher Ermöglichen des Geschäftlicher Knowledge Sharing Onboarding Austausch Onboarding Austausch

IBM Bluemix Salesforce APIs  Computing and analysis  Computing and analysis (limited)  Data access  Data access  Tool Integration  Tool integration

Frameworks  Open source frameworks  Salesforce specific frameworks

Programming Languages  Most common languages  Salesforce specific (point-and-click; Apex)  Use of common languages with paid Heroku platform Backend Technology  Modular  Predetermined  Free choice of hardware and  Salesforce database database technology  Multi-Tennent architecture for all  Hosting in public or dedicated users cloud, on-premise or hybrid

IBM Bluemix Salesforce SDKs  For various programming  For various programming languages languages

IDEs  IDEs from IBM and  IDEs from Salesforce and complementors complementors GUI Designer  Only from complementors  From Salesforce

Marketplace  Marketplace Overview  Marketplace Overview  Categories  Two-level Categories  Simple Listing Detail Page  Extensive Listing Detail Page  Complementor is responsible for  Salesforce takes over hosting and hosting and billing billing

App Approval Process  Application via E-Mail  Application via Wizard  Introductory check for strategic fit  Introductory and periodical and service requirements Security Review

IBM Bluemix Salesforce Partner Communities  IBM DeveloperWorks – Forums  Salesforce Developers and Communities  Success Community  IBM DeveloperWorks –  Partner Community Answers  Salesforce StackExchange

Direct Contact  IBM staff in StackOverflow  AppExchange Partner Office  Bluemix Garage Hours  Two Chats with Salesforce Experts  Partner Support Team Technical Support  Support Tickets  Support Plans Events  IBM Think  Dreamforce  Technical events (e.g. Technical  Developer Meetups University)  Bluemix Events  Hackathons  Developer Meetups

IBM Bluemix Salesforce Application Boundary Resources APIs Analytic and computing functions Data Access

Programming Languages Professional and prevalent Salesforce-specific; Point-and-click assembly Frameworks Professional and prevalent, some based on Salesforce-specific open-source Backend Technologies Variety of adaptable technologies Prescribed

Development Boundary Resources SDKs Variety of supported technology Variety of supported technology environments environments IDEs Available Available GUI Designer Missing Point-and-click assembly Marketplace Listing of APIs Extensive functionalities

Control IBM Bluemix Salesforce Mechanism Development Boundary Resources Marketplace Process Control Low High App Approval Gatekeeping High* (Medium) Process Control Low* (Medium) Transparency Social Boundary Resources Partner Program Gatekeeping Low** Low Control Medium** High Metric Control Documentation Process Control Medium** Medium Training and Process Control Medium** High Certification Communication and Relational Medium** High Interaction Control Guidelines and Process Control High*, ** High Restrictions

* Assessment for IBM Marketplace Provider Program ** Assessment for IBM Partner World because not available in the IBM Marketplace Provider Program

IBM Bluemix Salesforce Partner Program P P Documentation P P Training and Certification P P Communication and Interaction P P

IBM Bluemix Salesforce Complement Purpose  Application and Development  Operation of business processes Boundary Resources  Development Boundary Resources

Pricing Model  Mostly paid  Paid and free Single- / Multi-homing  Mostly multi-homing  Both balanced Level of Integration  Mostly integrated through APIs  Hosted on platform  Additional integration of external services Customer Reviews  -  Better reviews for higher partnership levels