Business Continuity Pros, We Need Your Help!

Stephanie Balaouras

Each year, Forrester Research and the Disaster Recovery Journal team up to launch a study examining the state of business resiliency. Each year, we focus on a particular resiliency domain: business continuity, IT disaster recovery, crisis communications, or overall enterprise risk management. The studies provide BC and other risk managers an understanding of how they compare to the overall industry and to their peers. While each organization is unique due to its size, industry, long-term business objectives, and tolerance for risk, it's helpful to see where the industry is trending, and I’ve found that peer comparisons are always helpful when you need to understand if you’re in line with industry best practices and/or you need to convince skeptical executives that change is necessary.

This year’s study will focus on business continuity. We’ll examine the overall state of BC maturity, particularly in process maturity (business impact analysis, risks assessment, plan development, testing, maintenance, etc.), but we’ll also examine how social, mobile, analytics, and cloud trends are positively and negatively affecting BC preparedness. In the last BC survey, one of the statistics that disturbed me the most was that very few firms assessed the BC preparedness of their strategic partners beyond asking for a copy of their BC plan. And we all know plans are always up to date, tested and specific enough to address the risk scenarios that the partner is most likely to experience (please note the tone of sarcasm in this sentence). I hope this year’s survey shows an improvement; otherwise, most of the industry is in mucho trouble.

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Key Metrics In Brazil’s eCommerce Market

Zia Daniell Wigder

In August and September of this year, we fielded a survey of online retailers in Brazil together with partner e-Commerce Brasil, an established industry organization. The goal was to better understand key performance indicators (KPIs) in Brazil as well as retailers’ priorities, challenges and the size and composition of eCommerce teams.

We received over 300 responses to our survey and have just published the first in our three-report series based on the survey. Retail eCommerce In Brazil: Key Metrics provides a look at over a dozen KPIs such as conversion rates, average order values, return rates as well as sales driven by smartphones and tablets. Our report analyzes the data by retailer type (web-only, traditional retailer or manufacturer selling direct) as well as by retailers’ total online revenues and tenure.

A few findings from the report:

Conversion rates in Brazil average 1.9%. In Brazil, we found conversion rates that varied quite a bit by type of retailer, with web-only retailers reporting the highest conversion rates. These rates tend to increase as markets evolve: Our previous research on The State of Retailing Online 2014: Key Metrics & Initiatives conducted with Shop.org yielded an average conversion rate of 2.7% for the US.

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Customer Experience Q&A with Roland Boekhout, CEO ING-DiBa

Harley Manning

Have you ever heard of a bank that’s as popular with its customers as Amazon is with Amazon’s customers?

Me neither – at least not until we ran our Customer Experience Index study in Germany this year. That’s when I found out about ING-DiBa.

So what does ING-DiBA do that makes it so special? Attendees of Forrester’s Forum for Customer Experience Professionals EMEA are going to find out in London on November 17 and 18 because that’s when Roland Boekhout, CEO of ING-DiBa, is going to tell us.

Personally, I can’t wait. Which is why I’m delighted to offer up Roland’s answers to some of our pressing questions – right now.

I hope you enjoy what he has to say and I look forward to seeing some of you in London!

Q: When did your company first begin focusing on the customer experience?Why?

It is always important to us that our customer experiences DiBa in the way that we promise it. We want to turn our customers into fans, and this is something that we work on everyday – for over 8 million customers. We would like to make satisfied customers feel inspired, and unsatisfied customers inspired once again.

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Business Agility Drives Tech Companies To Divide and Innovate - At 60 Billion are the HP Companies Small Enough ?

Craig Le Clair

Somewhat lost in the discussion of HP splitting into two is whether breaking into smaller companies is an unstoppable trend in the tech sector.  HP plans to break itself apart, creating two approximately $60 billion, publicly owned, global companies. No one would consider these small. Companies at a certain size just can't execute at the speed of digital customers today. Heres our take on why.

Marc Adreessen made the point well at Dreamforce last week.  He basically said that tech companies are different from others in that their product is really innovation. The products driving revenue today will be different in three years or less. By contrast, the Campbell Soup Company made soup 50 years ago, and while they may acquire other retail food companies, they will still be selling soup 50 years from now.

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HP Joins The Battle Of Mobile Application Delivery Management in China

Charlie Dai

HP was the first US company to create a joint venture subsidiary in China; three decades later, the vendor has become a major player in the country’s consumer and enterprise markets. Among enterprises, HP has strong brand awareness for its server products and services, traditional software solutions, and IT services, but rather less for holistic application life-cycle management (ALM), especially on the mobile side. I think it’s time for technology decision-makers and enterprise architects to seriously consider adopting mobile app delivery management solutions and to evaluate HP for that purpose. Here’s why:

  • HP’s portfolio now covers the entire mobile app life cycle.The products HP will bring to market as part of its latest strategy will eventually cover the entire mobile application life cycle from app design, development, and optimization to distribution and monitoring. For example, at the design stage, HP Anywhere — based on popular open source product Eclipse — allows developers to write once to multiple devices within its integrated development environment. And its service virtualization feature can help virtualize third-party cloud services and make them consumable across each layer of the system architecture, including web servers, application servers, and web services.
  • HP’s solution has rich optimization features suitable for Chinese enterprises. At the mobile app optimization stage, HP’s Mobile Center uses a comprehensive approach to functionality, interoperability, usability, performance, and security to consolidate and automate mobile testing. Mobile Center is integrated with LoadRunner, one of the most popular performance engineering tools in Chinese market.
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IBM Sheds Yet Another Hardware Business - Pays to Get Rid of Semiconductor Fabrication

Richard Fichera
While the timing of the event comes as a surprise, the fact that IBM has decided to unload its technically excellent but unprofitable semiconductor manufacturing operation does not, nor does its choice of Globalfoundries, with whom it has had a longstanding relationship.
 
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Indian mCommerce Will Reach $19 Billion By 2019

India’s online retail market is on the radar of global investors and eCommerce players, which have announced investments topping $3.6 billion in the past three months, including $2 billion in Amazon, $1 billion in Flipkart, and potentially $650 million in Snapdeal. Growth in India’s online retail market is powered by its fast-growing smartphone penetration, as customers are increasingly using their mobile phones to buy products online. More than half of Snapdeal’s and Flipkart’s sales and nearly 35% of

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The Case For Optimising Customer Analytics – Improve or Perish

Michael Barnes

As I wrote in my recently published report, customer insights (CI) are an increasingly critical source of competitive differentiation in the age of the customer. Forward-thinking business and technology management leaders in Asia Pacific (AP) are actively looking to better leverage customer data and advanced analytics to increase marketing effectiveness and improve the customer experience (CX).

Unfortunately this isn’t the case everywhere. Many AP firms still lag in their understanding of customer analytics. They also lack the skills and ability to execute.

A collection of internal and external factors will affect customer analytics success. How can you improve your ability to transform available data into insight? Start by taking Forrester’s self-assessment to help determine where your organization falls in Forrester’s customer analytics maturity model and use that to identify specific areas of focus for future improvement.

But CI pros can also minimise risk by taking the following concrete steps:

  • Link customer analytics to broader CX and digital initiatives. Effective digital transformation fueled by CI requires an outside-in approach to customer understanding. For most AP organizations, this is only possible with direct CEO support. In the absence of executive sponsorship, successful customer analytics will likely be limited to improving and/or extending existing marketing approaches – important, but nowhere near sufficient.
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Digital Analytics Pros: Wait Before Diving Into The Salesforce Marketing Cloud's New Web and Mobile Analytics Capability

James McCormick

Salesforce’s newly proclaimed "Web and Mobile Analytics" capability within  Sales Force Marketing Cloud Web and Mobile Analtyics platform may initially excite us digital analytics geeks. After all - disruptions by large vendors in the name of “Web Analytics” are few and far between now days.  However before placing SFDC on your digital analytics vendor shortlist you should consider that the capability:

  1. Is targeted at Salesforce's existing Marketing cloud customers.  It is built more as "light weight" analytics capability providing BI pros the ability to natively ingest web and mobile data into their SFDC instances. Oh and it is offered at no extra charge to all Marketing Could users.
  2. Will not replace existing enterprise systems. Salesforce claim it will “complement” existing enterprise digital analytics systems that do very much the same thing (i.e. collect, analyze and act on customer behavioral data) and more.
  3. Is separate from the Salesforce's Wave.  Slightly confusingly the Analytics Cloud - Wave - is a separate offering from the Salesforce Marketing Cloud's mobile and web analytics capability- good to know!
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Dreaming of Contextual Marketing

Rusty Warner

At Dreamforce in San Francisco earlier this week, Salesforce Marketing Cloud CEO Scott McCorkle highlighted retailer Eddie Bauer’s strategy to make marketing so good that it feels like customer service and customer service so good that it feels like marketing. He may well have added that when marketing and service are well executed, they both begin to feel like sales – or at least the extension of sales environments that they are meant to support.

This thinking underscores the blurring lines between marketing and customer experience. Where does one end and the other begin? And does it really matter? Certainly to the customer it doesn’t; all he or she wants is a great experience that delivers value appropriate to the current context. So then, why do brands continue to let organizational or functional silos get in the way? It’s easy to say that legacy systems and processes still dictate what brands are able to achieve, but surely with today’s business technology capabilities, it’s possible to do better.

Brands highlighted at Dreamforce not only do better: they blend marketing, services and sales for a seamless customer experience. Take Fitbit, for example. Of course the Fitbit business model is based on interaction and context, but Fitbit has taken things to another level by ensuring that marketing content is fully incorporated into app functionality instead of pushing messages at customers. Up-sell, cross-sell and promotional content appear when contextually relevant and blend smoothly with customer services information and sales/transactional opportunities.

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