This is a roll-up of all Forrester blogs written for Business Technology Professionals. Role-specific blogs are listed below. Visit Forrester.com to learn how we make Business Technology Professionals successful every day.
To succeed in the age of the customer, business and IT professionals who support front-office business processes cannot afford failed technology initiatives. But how do you acquire and deploy the appropriate supporting technologies and lead and sustain the necessary organizational changes to be successful?
Knowledge workers have a great deal of control over the tools they use to get their jobs done, and you must convince them of the value of using a new technology tool. The cost of poor adoption is twofold: underutilized investment and unmet business objectives. Driving adoption needs to be a top priority of any customer relationship management (CRM) initiative, and getting there requires skills and resources to drive effective change management.
To understand the prevalence of the risks and pitfalls that AD&D pros need to navigate to achieve a successful CRM technology project, Forrester partnered with CustomerThink to survey 650 individuals who had been involved in a CRM technology project as a business professional in sales, marketing, customer service, or IT within the past 36 months.
According to our respondents, the top "people" challenges when implementing a CRM solution include cultural resistance to adopting new ways of working (45%), difficulties in achieving user adoption (44%), insufficient planning and attention given to change management (42%), and inadequate leadership (38%).
Consumer mobility in India and China is flowing into enterprises. Recent Forrester survey data shows that nearly three in five IT execs and technology decision-makers in these countries — 58% in India and 57% in China — plan to increase their spending on mobile software (including applications and middleware) in 2014.
India has leapfrogged Australia/New Zealand and now leads the Asia Pacific region in terms of expected mobile software spending growth. China has made the biggest move over the past year, jumping from eighth place to second.
We believe that the high growth in mobile software spending in India and China is primarily due to:
ASEAN IT spending will grow by 7% in 2014. A weak global economic recovery and unstable domestic spending led to slower 2013 economic and tech industry growth in China and directly or indirectly affected export-oriented economies in the Pacific and ASEAN. This combined with ongoing structural problems in India and dwindling foreign direct investments in ASEAN to produce slower than expected IT spending growth across Asia Pacific in 2013. Forrester expects IT spending growth in the broader Asia Pacific region to improve slightly in 2014 versus the prior year, with regionwide growth of 4%, while IT spending in ASEAN will grow by about 7%.
Transformation projects are the main drivers of IT spending. Debt levels in countries like Malaysia and Indonesia will continue to be a major source of concern for foreign investors, whose lack of investment will in turn limit growth in these countries. Vietnam, the Philippines, and Indonesia will lead the ASEAN region in terms of IT purchase growth, most of which will come from companies undertaking large IT transformation projects and implementing best practices to improve their competitiveness in a slower, more uncertain economy. Thailand’s ongoing political uncertainty may also affect how IT investments flow into the country, and hence its IT spending growth rate in 2014.
The digital age brings some inherent security risks, like cyberattacks and hacking, that can have a significant impact on governments. The governments of Singapore, Philippines, South Korea, India, and Japan are some of the recent major victims — and the list is growing by the day.
Why are Asia Pacific (AP) governments a soft target for cyberattacks?
Aging, vulnerable infrastructure. Many servers that host critical government websites still run outmoded operating systems and are plagued by problems such as obsolete software and insecure coding, making them vulnerable to cyberattacks. For instance, only a handful of government computers in India use the latest version of Java; more than three-quarters of them are running unsupported versions of the software, which has been a common target for malware since 2010.
Low adoption of advanced security technology coupled with lack of security expertise. Governments still rely on conventional security controls like antivirus, antimalware, and firewalls that are powerless against sophisticated attacks. The problem is exacerbated by the fact that governments lack highly skilled personnel to combat cyberattacks effectively.
Centrify's new Cloud SSO portal is much like the competition: Okta, OneLogin, Ping, Symplified, SecureAuth, i.e. the ones that we looked at in our Cloud IAM Wave.
What's really interesting about this offering is that Samsung KNOX OEMs the client side mobile application for SSO for its high-end devices. Forrester predicts that Apple (with its consumer fingerprint reader already making inroads into authentication) and others (Windows Phone, etc.) will follow suit and offer cloud based IAM and SSO services.
I regularly hear CIOs and IT suppliers discussing the “four pillars” of cloud, social, mobile, and big data as if they’re an end in themselves, creating plenty of buzz around all four. But really, they’re just a means to an end: Cloud, social, mobile, and big data are the tools we use to reach the ultimate goal of providing a great customer experience. Most CIOs in Australia do understand that digital disruption and customer obsession are the factors that are changing their world, and that the only way to succeed is to embrace this change.
Firstly, I hope all my American colleagues and friends are enjoying Thanksgiving. Happy holidays everyone!
I especially hope that all the IT professionals who work in the consumer retail markets get some rest because this coming Monday is Cyber Monday, one of the biggest days for online shopping transactions in the business year. Cyber Monday is part of the holiday season, which Forrester defines as November through December, and as our recent retail forecast report for 2013 points out, we expect online sales to top $78 billion in the US alone. Cyber Monday is not just a US event though; even in the UK, spending is forecast by Sage Pay to be more than £500m for this one day alone.
These figures highlight how digital our world has become. There is no need to go out in the cold or the rain as purchases can be made via mobile devices at any time or anywhere. This move to the digital world means that for many consumer retail companies, their websites and increasingly their mobile apps are now key to their success as they are becoming a major revenue and brand image contributor.
Here’s a different take on the recent revelations of the NSA.
How does Edward Snowden, a low-level contractor to the government, recently fired from Booz Allen with a fabricated salary history, get access to a trove of documents about top-secret telephone and Internet surveillance programs? This to me is troubling. Too many years ago, I had top-secret clearances in places like BBN and MITRE Corporation that do lots of contract work for DoD and the three-letter agencies. But I never had anywhere near the broad or deep access to information that this contractor had.
Yet, we need to keep this lapse in governance in perspective. The only way we can beat terrorists is with superior information management. Big data with predictive analytics can make connections that no human can. These tools will form the ultimate weapon of this century and should remain a key investment area where we maintain leadership. How important is analytics? Forrester just completed its second report on business agility, and we looked at what factors can make the government more agile – better able to deal with unexpected outside events. We also studied which of our 10 dimensions drives the most economic performance. Of our 10 dimensions, the two that apply most in this case are analytics and knowledge dissemination.
Competence in analytics was shown conclusively to drive effectiveness in government and profit in the private sector based on our survey. See Agility Performance. A sophisticated government organization, particular where intelligence is the goal, needs great tools to control, manage quality, and govern the use of data throughout the organization.
Having business applications available while away from the office is nothing new; neither is using mobile devices as an integral part of a business process. Until recently, however, the former has mostly consisted of standard PC applications running on a laptop, and the latter has largely been the realm of specialist, often ruggedized mobile devices used for a single purpose, such as delivery tracking or stock-taking. The advent of smartphones and tablets has changed the dynamics of what mobility means in a business context.
One driver clearly has been the desire of business professionals to stay in touch and keep workflows moving even when not at their desk: 58% of information workers use a smartphone and 30% use a tablet for work (either employer-provided or personal). Even more importantly, the executives holding the purse strings have discovered the power of mobile. Not that tablet-toting business leaders are anything new; the “cool factor” of the iPad in particular meant that it quickly became a status symbol. But there’s been a more subtle revolution behind the scenes: once early adopters had started moving towards the electronic distribution of board papers, board members themselves started spreading the message, challenging organizations that were still paper-bound to go digital.
salesforce.com’s 100,000+ customers now have a new option for streamlining SaaS sourcing across the enterprise: Private AppExchange. And, the price is right at $0. Free? Yes, free(!) but, don't assume this won't impact your costs.
Last week at salesforce.com's massive Dreamforce event, Forrester had the opportunity to learn more about some of salesforce.com's recent announcements -- including the Private AppExchange. This free add-on feature for salesforce.com users lets companies set up an AppStore that is private, personalized, and custom populated for their own company. The Private AppExchange lets organizations “distribute any app, to any user on any device through a central, secure store, using Salesforce Identity to grant employees instant access to the apps they need. Organizations can customize the store with own categories and branding.”
The Private AppExchange could help sourcing executives address goals for enabling SaaS sourcing that we frequently hear about, such as:
Lets users quickly discover and deploy solutions that meet their business needs
Supports collaboration and idea-sharing across all users at all levels of the company
Adheres to corporate standards (integration, data rules, security, contracting, and more)
Ensures favorable pricing based on overall corporate relationships and usage
Showcases the specific SaaS solutions already in use within the company