Credit where credit's due

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Steven Noble

Taking verbal swipes at Gerry Harvey and his Harvey Norman retail chain has almost become a national sport among eBusiness professionals in Australia. And given Harvey's long history of talking down online retail and talking up his own business, this is far from surprising.

But something interesting has happened over the last six months or so. The sleeping giant has woken to the importance of online retail.

At first, one could have been forgiven for underestimating the scale of the transition occurring within this company, as its first public effort — a deals site called Harvey Norman Big Buys — was unremarkable to say the least.

But then Harvey Norman launched a transactional website for its national retail chain, and suddenly the company's online strategy merited a second look.

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Cloud Adoption In Asia Pacific: Strong Signs Of Progress, But Not Everywhere

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Michael Barnes

As of late 2011, more than half the organizations we surveyed in Asia Pacific excluding Japan (APEJ) are either currently using or actively planning cloud initiatives — 52% in fact. This number has nearly tripled since 2009.

But adoption rates alone don’t tell the whole story. Vendor strategists should also be closely tracking how organizations evolve from ad hoc, disjointed cloud projects to well-defined, effectively managed cloud procurement. Our recent survey results indicate a surprising degree of maturity across the region — along with some clear areas for growth.

  

Highlights: 

  • Centralized IT procurement of cloud services varies widely across the region. Australia (82%) and India (83%) currently lead in driving centralized procurement and management of cloud services through IT. Both markets are well above the regional average of 74%. This is no surprise for Australia, which is the most mature market for cloud computing in the region. But the strong results for India are surprising, and indicate the strong potential for a sharp increase in demand for cloud services over the next six to 12 months as early projects begin delivering positive returns. Only 66% of respondents in China are currently centralizing cloud procurement and management — not unexpected given the relative lag in cloud adoption in China relative to other APEJ markets.
  • Organizations in China are least likely to have a formal cloud strategy in place. Fifty-six percent of respondents in China currently see unsanctioned buying by the business outside of IT. This is the highest rate in APEJ by far, where the average is 35% and there are lows of 23% in Australia and 25% in Singapore.
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Will 2012 Be The Year Financial eBusiness Teams Fully Embrace Video?

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Benjamin Ensor

I love video as a communication media. The combination of sound and moving pictures so much more engaging and more memorable than text.

We wrote in our research last year about how we're starting to see video being used more and more by eBusiness teams as an efficient and effective way to educate customers about products, encourage sales and deliver customer service.

With the Academy Awards coming up, we thought it would be both fun and helpful to highlight some of the best examples we've seen of online video in retail financial services in the past year.  With the help of the rest of team, I've drawn up a list of our favourites in five categories:

Product marketing video
DNB's S for Savings Plan video (Norway).
PayPal’s future of shopping video.

Service marketing video
Commonwealth Bank of Australia's Welcome to NetBank video.
E*Trade's Take Control In 3 Easy Steps video (US).
Mint.com's 90-second overview (US).
Lloyds TSB's money manager video (UK).

Educational (‘how to’) video

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Aussie online retail predictions for 2012

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Steven Noble

Recently, I published a report about Australian online retail in 2012. The report contains data, examples and detail as you've come to expect for Forrester, but the top line is that in 2012:

  • Mobile commerce will strengthen its place as an important part of Australia's online retail mix
  • Marginal daily deal sites will fold, merge, or sell
  • Local lean startups will bring mass customization to more customers, placing pressure on the retail giants that lag in this area
  • A plucky few companies will find a way to combine the speed of online startups with the scale of the retail giants
  • Couriers, software developers and other partners to online retail will step up their efforts to provide the services that eBusiness professionals actually require
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Australian Online Shoppers Are Ready For Mobile Commerce

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Steven Noble

For a moment, allow me to speak as an Australian consumer, rather than as an eBusiness analyst. As a consumer, let me say this: In Australia, in 2011, I am truly surprised when I visit a favorite shopping site using my iPhone, only to find I must zoom, pan, and squint to achieve anything useful. It's not a good experience, and it makes it harder for me to shop. The contrast with the great experience I have with the best mobile shopping apps and sites could not be greater.

It turns out I'm not the only Australian online shopper to use mobile apps and the mobile web, according to my new report, "Mobile Technographics: Australian Online Shoppers." In fact, it turns out that Australian online shoppers tend to be sophisticated mobile users — even more advanced than the wider community of Australian Internet users as a whole. And for Australians who regularly shop online in certain product categories, the average level of sophisticated mobile behavior is even higher. For example:

  • 84% of Australian online adults who have mobile phones use them for more than voice — uses that range from SMS to consuming mobile video.
  • 49% of Australian adult mobile phone owners who regularly shop online for apparel, footwear, or accessories are also in Forrester's Entertainers category, meaning they buy content, apps, or personalized services for entertainment on their mobile phones at least weekly.
  • 38% of Australian adult mobile phone owners who regularly shop online for computer hardware, software, or peripherals are also in Forrester's Connectors category, meaning they use mobile email at least once a month, or they use another efficiency or productivity application like mapping.
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Four glaring opportunities in Australian eBusiness

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Steven Noble

eBusiness in Australia is in a period of extraordinary development. On a near-daily basis, we see the launch of determined new retailers — from fashion eyewear vendor Sneaking Duck to subscription pet food provider Paws For Life — as well as new services to support the sector, like Want It Now's same-day delivery system. Yet ample "blue sky" remains for entrepreneurs who are willing to take a crack at this sector. Of these countless opportunities, four come to mind immediately:

  • A personal finance-management system. Mint still hasn't come to Australia. The Australian Taxation Office's e-Tax is still a painful way to submit tax returns. You still never meet someone who says "I use ANZ Money Manager".  Saasu and Xero still support businesses but not individuals. If anyone stepped up to offer in Australia what Mint offers in the US and Canada today, thousands of customers — incuding me — would rush to get onboard, and Australian's finance-sector eBusiness professionals would have a collective heart-attack.
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Aussies Love Social Media — But How Should eBusiness Respond?

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Steven Noble

"Online Australians Shift To Social Networks" is my new report that showcases Forrester's latest data about social media use in Australia.

The report is written for marketers, but these days, my main role at Forrester is to serve the eBusiness & Channel Strategy professional. So naturally, I find myself asking what these new numbers might mean for eBusiness in Australia.

The report's top-line message is continued growth. In particular, the report shows that the absolute number of Australians who regularly use social media has increased to an all-time high of 13.4 million people. However, I'd class that nugget as a "nice to know." It's a useful stat to use the next time you get in one of those tedious debates about why social media matters at all, but the Australian eBusiness leaders I speak with have largely passed that point. Their burning question is not whether to use social media at all. Instead, they want to know what tools and tactics to prioritize, so let's address three of the most common social commerce practices.

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Forrester’s First-Ever Online Retail Forecast For Asia Pacific Now Live

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Zia Daniell Wigder

After years of looking at how the online markets of Asia Pacific are emerging from an online shopping perspective, we are thrilled to announce our first online retail forecast for China, Japan, South Korea, India and Australia.* Some findings from the forecast:

  • Japan still takes the top spot in the region. Japan retains its dominance in the region with some $45 billion in online retail sales this year. Indeed, while China’s combined B2C and C2C spending surpasses B2C spending in Japan, Japan is still the leader in traditional online retail sales. And despite the fact that online consumers in Japan are purchasing across a wide variety of categories, some category purchases like beauty have shifted online in Japan in a way they have not in the US or Europe.
  • China’s growth rates will propel it ahead of Japan in the very near future. China’s combined  B2C and C2C sales — the two are nearly impossible to separate** — are poised to reach $49 billion in 2010. China’s CAGR will be double that of the US, Western Europe and Japan, and it’s clear that China will be the eCommerce market most likely to rival that of the US.
  • Australia’s robust growth will be driven by an increasingly vibrant online retail sector.  The online marketplace in Australia is marked today by a large number of cross-border transactions, but there is growing momentum among local players. Though less than half the size of the online retail markets in Japan and China, Australia’s growth rates are slightly higher than those of Japan and its US and Western European counterparts.
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National Australia Bank Tops Our Australian Bank Content & Functionality Benchmark

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Benjamin Ensor

A few months ago I wrote here about our benchmark of the sales content and functionality of UK banks' sales sites. My colleague Vanessa Niemeyer has just published a benchmark of the big four Australian banks' sales sites. Crushingly for an Englishman, the Australians beat us. The four Australian banks achieved an average score of 56 (out of 100), compared with an average of 48 for the British banks.*

National Australia Bank (NAB) came top, just ahead of Westpac in second place, with Commonwealth Bank of Australia not far behind. The Australian banks demonstrate a series of good practices in their application processes, such as cross-selling during the application and automated confirmations. We highlight many of the good practices that the eBusiness teams at the Australian banks have developed in the report which is available for Forrester clients here.

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Tell Us How You Connect With Your Customers In Australia Using Social Media

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Steven Noble

An awful lot has happened since our last major review of how Australian consumers use social media and how marketers should respond. For example, we are seeing continued growth in the use of social networks worldwide, while the growth in some other social activities — such as writing blog posts — has stalled or even slightly declined. My report will explore how Australian consumers use social media, how this has changed in recent years, and the implications for marketing.

As part of our research for this report, we would like to ask a number of questions of the marketing leaders responsible for Australia's most significant brands:
  • How has your use of social media marketing changed in recent years?
  • How have your customers changed how they interact with you via social media in recent years?
  • What success stories and warnings would you offer based on your experience?
  • What is the cost of these programs in terms of people, time, and media costs?
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