After years of fighting for a voice in the organization, eBusiness leaders are finding themselves in the spotlight. Some all-stars command total compensation packages of more than $1 million and others -- like this example from retailer FinishLine -- step into new roles like Chief Digital Officer. We believe that in the next few years many eBusiness professionals will graduate to titles like VP of Digital Strategy and VP of Multichannel Strategy, reporting directly into CEOs or to VPs of Distribution/Channels.
What's driving the graduation of eBusiness out of the halls of IT and marketing and into the C-Suite? Two words -- mobile and multichannel. This is about so much more than apps and in-store inventory lookup. Mobile is finally enabling many of the multichannel programs that eBusiness professionals have evangelized for years. Some eBusiness teams were already serving as digital centers of excellence for business units and product lines and taking ownership of mobile strategies: In a survey of eBusiness professionals, the majority -- more than 70% -- reported that they have responsibility for the mobile channel. But suddenly, all eyes are on eBusiness teams to develop the firms' digital strategies for what were traditionally considered offline channels as well.
I continue to field a steady stream of inquiries about “mobile CRM.” There has been an explosion of mobile devices and applications entering enterprises through corporate-approved channels as well as via employees who bring their own devices to the office. Assembling all the components of a mobile CRM solution to meet the precise use cases for specific types of customer-facing workers requires navigating a complex set of decisions, including:
Application types. Applications can be native (thick client), Web or hybrid (native plus Web), or cross-platform (mobile middleware or rich Internet client applications). Today, developers build specialized thick-client applications that are downloaded onto PCs or mobile devices. But the rise of HTML5 will solidify the browser as a viable local host for applications. With HTML5, the browser becomes a more capable thin client, accessing services on a centralized, cloud-based host.
CRM applications. All of the leading CRM application vendors focusing on large enterprises support mobile access to their applications, and they are racing to upgrade their capabilities to keep up with the new form factors that mobile workers demand. These vendors and their products include Microsoft Dynamics CRM, Oracle Siebel CRM and Oracle CRM On Demand, salesforce.com, and SAP CRM. CRM suite vendors focused on the midmarket, such as CDC Pivotal CRM, Maximizer Software, Sage SalesLogix, and SugarCRM, also have new mobile solutions offerings.
Think you developed a secure mobile app? Think again. Many mobile app developers have a naive notion of app security that leads them into believing their apps are secure when they are not. Some developers authenticate users and encrypt passwords and think that they’re all set, but there could still be security holes so wide you could sail a ship through them. The results of releasing an insecure app can include financial loss, reputation tarnish, lawsuits, and Twitter shame.
When designing your mobile apps and mobile backend services, be sure to consider the six security properties of confidentiality, integrity, availability, authentication, authorization, and nonrepudiation (see Figure below). Simply considering how each security property applies to your app won't make it more secure. You will need to perform threat modeling on your design and find solutions to secure your app based on your specific technology and use cases. Don't forget that the mobile backend services must be secure too.
Watching the Mobile Device Management market is a bit like watching a sneeze. My colleagues Christian Kane and Benjamin Gray are tracking nearly 75 vendors in the space, many of them just a few years old. We've also seen a fresh round of acquisitions as established endpoint management vendors look to shore up their flanks and freshen their portfolios.
Differentiation amongst vendors is hard to come by, as is long-term enterprise MDM experience. And that's what makes LANDesk's acquisition of Wavelink interesting. Mobile Device Management in an industrial or field setting is more than just enforcing passcode restrictions, enabling remote wipe in case of loss, or rolling out software. Companies like Wal-Mart and FedEx have significant portions of their businesses that depend on handheld devices for package delivery, inventory and point of sale. MDM in these settings involves a range of capabilities from diagnosing connectivity and printing issues over the air, to interfacing modern mobile apps to mainframe-based warehouse inventory systems.
Perhaps the best way to describe what Wavelink does is "Industrial MDM". They boast 15,000 customers in 85 countries, and have been in the business for several years. The flagship product is called Avalanche and its historical strengths have been in Windows Mobile environments. They added iOS and Android a couple of years ago and are about to release their 2nd generation release of the same.
Why it makes sense for LANDesk:
Competitive: It gives LANDesk the opportunity to own the IP for MDM technology and positions them differently than other MDM solutions on the market given Wavelink's industrial focus.
Core to Forrester's value proposition are the insights we derive from in-depth surveys to understand consumer preferences, attitudes, activities and desires. On the flip side, is understanding how businesses are responding to consumer needs and opportunities. Over the last few years, Forrester has been focusing on building up this business side intelligence, and I am happy to report we have further extended that in the retail banking industry.
Forrester in partnership with the Consumer Bankers Association did an in depth survey of digital banking executives in North America to understand the state of the digital channel. Our survey which included responses from 19 digital banking executives contains data from 13 of the top 50 retail banks in the US. The survey covered many aspects of the business including organizational structure, hiring, channel priorities, and business metrics across online servicing, mobile servicing, payments, social, and sales. The output of this survey work is two reports outlining "The State Of North American Digital Banking." The first of which is availabe on Forrester.com.
Here are some of the highlights of the report:
Digital channels are growing. "The State of North American Digital Banking 2012"s survey shows that investment in the digital channels continues to grow with budgets being split 70/30 online to mobile and budgets that range from from $250K to over $25M.
Many in the industry have watched with interest (and perhaps a bit of schadenfreude) as Facebook shares have plunged to under $27. Obviously, multiple factors have contributed to some of the luster coming off this once glistening object, but a significant factor has to be concerns over Facebook’s ability to monetize its growing mobile user base through advertising. But here’s the thing, digital publishers: mobile monetization isn’t just Facebook’s problem; it’s your problem too.
If anything, the publicity around Facebook’s mobile challenges brings to light what has become a very open secret among digital publishers – mobile isn’t a great advertising business. And it won’t be any time soon, either.
Rapidly changing consumer behavior has turned mobile into a massive media platform, with over 1/3 of US online adults owning 3 or more connected devices (typically a PC, smartphone, and tablet), going online multiple times a day, and from multiple locations – a segment Forrester calls the Always Addressable Customer. This is a tremendous opportunity from a content perspective – publishers can now engage audiences essentially whenever and wherever they are by building mobile apps galore and optimizing their websites for easy, on-the-go mobile and tablet consumption. But monetizing those content assets is another story altogether.
Sure, US mobile display ad spending will eclipse a billion dollars this year, and network players like Millennial and Google will continue to reap the rewards. Meanwhile, traditional content creators will struggle to find and deliver scale – a complaint we often hear from media buyers eager to engage mobile audiences. If this sounds like a repeat of the history of digital advertising, it’s because fragmentation and lack of scale is true for almost every media innovation.
I saw this article today on augmented reality. It doesn't use the phone — it uses Google Goggles, but you can imagine it as an application on a mobile phone.
The AR glasses makes the food products you see look bigger through the lenses so users eat less. [See article.] You can imagine more scenarios, though, with a mobile phone along with its processing power and contextual information about the user. If I walk in to a sandwich shop, for example, I can scan the options with my phone to find a sandwich that fits my calorie and nutritional requirements. (I spend a lot of time in airports so would love this). Certainly if I pick up a candy bar, I can read the nutritional information or calorie count.
I go back to trying to answer this question, "how does access to real-time information improve our lives — and not simply addict me to accessing information constantly like checking email or Facebook updates?" Health, wellness, and financial services among others are where I see some bigger opportunities.
Google just bought QuickOffice. I think that means they now get the App Internet and are moving beyond pure Web.
The App Internet is the future of software architecture and the foundation of how people get stuff on their mobile devices (we call that mobile engagement). The App Internet means native (or hybrid HTML5) apps on mobile and desktop devices that use the Internet to get services. It's the native app that makes the user experience good. It's the Internet that makes the user experience relevant to life.
Google has been "pure Web," meaning that they don't want native apps on any device. Of course, they've been moving slowly away from that pure architecture for years now even as its marketing rhetoric has denied it. Remember that when iPhone shipped in 2007 it had a native Google app called Maps on it. And they have readers on their Android devices.
In the meantime, QuickOffice has been growing handily because it gets the App Internet -- any device, anywhere, anytime using a native app. If you want to read or edit Microsoft Office formats on your iPad or Android phone or whatever, you can do it with QuickOffice. That has led consumers and information workers and sometimes entire enterprises (in the case of one life sciences company with 15,000 iPads deployed, for example) to use QuickOffice to access and edit the critical documents they need on their tablets.
What does this mean?
For Google, it means they've woken up to embrace the App Internet as the way to deliver great user experiences on mobile devices.
For Microsoft, it means Google has done another "embrace and extend" play to take keystrokes away from Microsoft Office. And that ahead of Microsoft's purported but unannounced plans to port Office to iPad.
It's not so much a case of paid search being less relevant, but that search and the process of "getting found" across channels has become more diverse with the advent of social media, growth in mobile search, and shifting budgets to SEO in response to rising cost-per-click (CPC) rates in mature European markets.
The last frontier for paid search? Interestingly, despite huge marketing cutbacks the troubled euro zone markets — Portugal, Italy, Greece, Spain — maintain growth only just below Western European averages as brands in these markets shift budgets to search and focus on acquisition and return on investment.
Overall, interesting times are ahead for the search agency that can develop multi-channel marketing strategies or the more traditional digital agency which shores up it's search and discovery offering.