BI Adoption Trends In Asia Pacific: High Priority, Poor Execution

Michael Barnes

Demand for business intelligence (BI) tools, technologies, and approaches is increasing across Asia Pacific (AP). Competitive pressures are driving investments in reporting and decision support to improve operational insights and efficiency. Widespread adoption of mobile technology and social computing has driven interest in visualization capabilities and real-time analytics. Finally, rapidly changing data privacy laws and regulations have forced organizations to implement more stringent information governance capabilities and processes.

Despite growing demand, BI strategies and execution remain immature — poorly implemented and poorly managed — across most of AP. This extends well beyond BI projects to include broader analytics-related investments in areas like information management, data warehousing (DW), and decision support. But while the ROI of BI is consistently underwhelming and the technology often delivers less value to the business than expected, BI-related spending is still set to increase across the region.

 Specific BI drivers vary by country, vertical, and organization size in AP, but some drivers are consistent across the region. Users are increasingly demanding the ability to make informed decisions, and there’s a growing understanding across AP that companies need to measure and value assets, processes, and decisions analytically and infuse business processes with added insight, often in real time. With clear, consistent demand, why do most organizations still struggle to deliver value from BI-related investments?

Read more

Open Source: An Emerging Driver For "Mobile First" Strategy

Jeffrey Hammond

Yesterday the folks from Black Duck published some interesting information on the use and growth of open source projects in the mobile space. Their data confirms that open source mobile projects are alive and well, even in the age of the Splinternet/App Internet. In fact, there are now over 10,000 open source projects focused on popular mobile platforms (see Figure 1). What’s more interesting is the rate of growth – the number of new mobile projects with open source licenses has doubled in each of the past three years. It’s hard to believe that this rate of growth will continue into 2012, but betting against hyper-growth in the mobile space seems to be a good way for analysts to end up eating crow.

Figure 1: There Are More Than 10,000 Mobile OSS Projects

Here's why you need to care about open source as part of your "Mobile First" strategy:

Read more

Customer Service Agent Collaboration Helps Move The Needle On FCR and Customer Satisfaction

Kate Leggett

In customer service organizations, collaboration should take place around cases and content, and should involve not only collaboration between customers and customer service agents, but internal collaboration within the enterprise. Internal collaboration has quantifiable benefits as measured by increased organizational productivity and efficiency. For cases, collaboration helps increase first contact resolution, decrease handle times and increase customer satisfaction. For content, collaboration helps evolve content to be more relevant, accurate, complete, and in line with customer demand. Some of the technologies that help foster collaboration around cases and content include:

For cases:

  • Presence indicators, instant messaging, and video chat. These allow customer service agents to connect in real time with subject-matter experts, supervisors, managers, or other agents having the necessary skills to help resolve a question.
  • Collaborative workspaces. These allow agents and subject-matter experts to share documents and logs about the customer issue, the troubleshooting process, and the results in real time.
  • Activity streams. These allow agents and subject-matter experts to subscribe to a case and receive notifications of all changes and additions to a case.
  •  Remote support. This allows customer service agents to invite subject-matter experts and specialty agents to troubleshoot software or hardware with a customer.
Read more

Looking Through The Cloud

Holger Kisker

SaaS vendors must collect customer insights for innovation and compliance.

As of the end of last year, about 30% of companies from our Forrsights Software Survey, Q4 2011, were using some software-as-a-service (SaaS) solution; that number will grow to 45% by the end of 2012 and 60% by the end of 2013. The public cloud market for SaaS is the biggest and fastest-growing of all of the cloud markets ($33 billion in 2012, growing to $78 billion by the end of 2015).

However, most of this growth is based on the cannibalization of the on-premises software market; software companies need to build their cloud strategy or risk getting stuck in the much slower-growing traditional application market and falling behind the competition. This is no easy task, however. Implementing a cloud strategy involves a lot of changes for a software company in terms of products, processes, and people.

A successful SaaS strategy requires an open architecture (note: multitenancy is not a prerequisite for a SaaS solution from a definition point of view but is highly recommended for vendors for better scale) and a flexible business model that includes the appropriate sales incentive structure that will bring the momentum to the street. For the purposes of this post, I’d like to highlight the challenge that software vendors need to solve for sustainable growth in the SaaS market: maintaining and increasing customer insights.

Read more

Forrester’s First Digital Asset Management (DAM) Wave Uncovers A Market In Transition

Stephen Powers

Guest post by Anjali Yakkundi

DAM has long been stuck in the shadow of its more mature enterprise content management (ECM) and web content management (WCM) counterparts. But if our inquiry numbers are anything to go by, it’s slowly and steadily emerging from the shadows. This renewed interested in the DAM space led us to conduct our first-ever Wave evaluation of the DAM market. In this Wave report, we evaluated twelve vendors: ADAM Software, Adobe, Autonomy, Canto, celum EMC, Extensis, MediaBeacon, North Plains, OpenText, Widen Enterprises, and Xinet. Since we completed the evaluations, North Plains acquired Xinet (see my take on that deal here). This report revealed some interesting takeaways:

Read more

The Future Is Sweet For SugarCRM

Kate Leggett

SugarCRM was kind enough to invite me to its analyst day and conference — a three-day event packed with product, strategy, customer, and partner information. The firm’s focus was clearly on its momentum into the enterprise. Here are my thoughts:

  • The CRM market still has room to grow. Sugar used IDC’s numbers to project CRM market growth: $18.74 billion for 2012, $19.97 billion for 2013, and $21.37 billion for 2014. Even though CRM vendor solutions are mature, the CRM market has not stagnated.
  • The SugarCRM 6.5 product. Today, SugarCRM has 1 million users, has seen 11 million downloads, is used by 80,000 organizations, and has 350 partners on five continents supporting the product. Its newest release focuses on usability and performance enhancements. It offers simplified navigation, an enhanced UI design, a new search framework with integrated full-text search, new calendaring and scheduling capabilities, IBM platform support, and deeper integration with third-party apps. Although the product lacks advanced social features and robust analytics, it does provide solid, well-rounded CRM capabilities.
  • The open source focus. Open source is more than a movement. It provides results by allowing its 30,000-large developer ecosystem to evolve the product in line with customer demand. “Open” is also part of Sugar’s culture — for example, pricing is readily available on its website, and you can try the product for free.
Read more

The New Design-Driven Development Landscape

Michael Facemire

How did we get from single-channel desktop apps…

In the not-too-distant past web-centric software development had a standard workflow between designers and developers.  This was possible because there was a single delivery channel (the web browser) and well-established development constructs. Design patterns like Model-View-Controller had well known coding counterparts such as Java Server Pages, the JSP Standard Template Library or Struts.  But now, the introduction of mobile computing has significantly altered this design-development workflow.  The key disruptor is the need to target multiple mobile devices with a common set(s) of source code. Regardless of whether devs use a single HTML5/CSS3/JS implementation or native implementations on iOS and Android, there’s a greater burden on designer than in the web-centric past.  What’s worse, the success or failure of mobile apps is more dependent on the complete user experience than ever before.  This new reality requires a major shift within development organizations.

…to multi-channel mobile apps?

Read more

Categories:

Playbook: Achieve Cloud Economics For Operations And Services

John R. Rymer

Cloud computing has reached an inflection point for enterprises — a comprehensive strategy for its use is now required. Until now, most companies had adopted cloud services in an ad hoc fashion, driven mostly by business leaders and developers looking to deliver new systems of engagement they felt could not be delivered by corporate IT — or in the time frame required. These ad hoc experiences prove that cloud solutions are now ready to be strategic resources in enterprise business technology portfolios. Only CIOs can help the business strike the right balance between the agility, efficiency, security, compliance, and integration that's required for a successful cloud strategy.

This research introduces our Playbook approach to our cloud research, describing how to execute an enterprise cloud strategy from vision to planning to implementation through to ongoing optimization. It is the Executive Overview to our Playbook on achieving cloud economics, setting the context for 12 reports by Forrester analysts that address each major phase of the transformation.

Cloud computing in its various forms is helping many CIOs drive greater business responsiveness. Enough so that most enterprises have adopted cloud computing in some form — usually a collection of software-as-a-service offerings. But cloud solutions now offer cost optimization, security, and quality of service for the full range of enterprise requirements, not just tactical needs. Thus, it is time to make cloud strategic, rather than a disconnected set of initiatives. How? CIOs need a playbook to create, implement, and optimize an end-to-end cloud strategy. This cloud strategy must achieve three goals:

Read more

Everything You Wanted To Know But Were Afraid To Ask About BI

Boris Evelson

How does an enterprise — especially a large, global one with multiple product lines and multiple enterprise resource planning (ERP) applications — make sense of operations, logistics, and finances? There’s just too much information for any one person to process. It’s business intelligence (BI) to the rescue! But what is BI, and how does BI differ from reporting and management information systems (MIS)? What is the business impact, and what are the costs versus the benefits? What is the appropriate strategy for implementing BI and achieving continued BI success? Our new report will give business and IT executives an understanding of the four critical phases of strategizing around BI to achieve business goals — or “everything you wanted to know but were afraid to ask” about BI. Here’s a sneak preview of the kinds of topics the report covers and the kinds of BI questions one needs to ask in order to build an effective and efficient enterprise BI environment:

  1. Prepare For Your BI Program
    1. The future of BI is all about agility. IT no longer has exclusive control of BI platforms, tools, and applications; business users demand more empowerment (or make empowered changes without IT involvement), and previously unshakable pillars of the BI foundation such as relational databases are quickly being supplemented with alternative BI platforms. It’s no longer business as usual. Ask yourself:
      1. What are the main business and IT trends driving BI?
      2. What are the latest BI technologies that I need to know about?
      3. What’s out there beyond traditional BI?
Read more

Why Don't Agents Collaborate More Often? It's Been Shown To Increase Call Resolution And Satisfaction Scores

Kate Leggett

Empowering customer service agents with relevant, complete, and accurate answers to customer questions remains one of the major challenges in contact centers today. The past 10 years have seen efficiency and productivity gains squeezed out of the mechanics of routing and queueing a call to the right agent pool, screen-popping the customer information to the agent’s desktop, case management, and workforce optimization. Less attention has been placed on allowing agents to access information and informally collaborate with one another. Its no wonder that more than 70% of the time of an average call is spent locating the right information for the customer.

In many contact centers, content is created by groups of authors who are disconnected from the day-to-day conversations that agents are having with customers and who are unfamiliar with the language and terms that customers use. All content follows the same basic create-edit-publish cycle, irrespective of its usefulness in answering customer questions.

Read more