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.
Seagate's recent Kinetic Open Storage platform unveiling is making hard drive based technology interesting again. The Kinetic platform essentially turns hard drives into individual key value stores, and allows applications and hosts to directly access Kinetic drives over TCP/IP networks. Processing power within the drives is used to run the key value store, and the Kinetic technology also facilitates policy based drive-to-drive data migration. If this storage architecture is commercially successful it will be extraordinarly disruptive since the direct connectivity from drives to applications will eliminate storage controllers, file systems, SANs and even RAID from the storage data path. Developer kits for Kinetic are available today, though Seagate will not be making the drives generally available until 2014. I'll be publishing a more in-depth report for Forrester clients on our site in the future, but for now there are a number of key points to be aware of as this technology ramps up:
IT complexity hurts business. This is even more the case when a company has global markets and global operations. Essential business needs such as a single integrated view of global customers, or consistent product or service portfolio become impossible to achieve.
Managing IT complexity to support business strategy is a big challenge for enterprise architects at large companieswhen a company has global operations, as is the case for Telstra, an Asia-based telecommunications firm. However Telstra’s enterprise architecture (EA) team addressed its challenges by focusing on customer engagement, improved agility, and global business strategy enablement. Because of their success, they were one of the six firms to win the InfoWorld/Forrester Enterprise Architecture Award in 2012.
Build Capability Maps To Link Business Goals And Transformation Requirements. Business capability maps are a core tool that enterprise architects use to identify their organization’s strengths and gaps and support its business strategy. Architects should leverage industry standard frameworks like eTOM to build a custom map, overlay it with business goals, and use it to assess and prioritize needed changes.
Microsoft was kind enough to invite me to its fall analyst event at its headquarters in Redmond, WA on October 22. It’s a two-day event packed with product, strategy, customer, and partner information. About two dozen industry and independent analysts attended this event, including Forrester’s Paul Hamerman. Here are my thoughts of this event with a focus on the CRM news:
The Dynamics product is doing well. The numbers speak for themselves: 12% revenue growth in FY13; Dynamics AX and CRM growing by double digits worldwide and 30% in the Americas and Asia; and CRM Online growing by 80% in FY13, with two out of every three new customers opting for cloud. Microsoft Dynamics has 359,000 customers and 5 million users, while Microsoft Dynamics CRM has 40,000 customers and 3.5 million users.
The Microsoft Dynamics CRM 2013 product solidifies.The Dynamics CRM 2013 product, available in the cloud in July and on-premises this month, delivers a cleaner, more usable UI, simplified data entry, an integrated business process workflow, consistent experiences across devices, integration of Yammer, and more. A writeup of the new version’s features are available in its release preview guide. These enhancements mature the product, yet still leave gaps in multichannel management, knowledge management, and web self-service.
From June to August 2013, Forrester invited large and medium-size organizations in India to share details about their live enterprise mobility applications. Our objective was to understand how Indian organizations are leveraging mobile applications to better connect with customers, partners, and employees. In total, we received details of 59 mobile application projects from 41 organizations with more than 500 employees in India. These organizations are spread across verticals like manufacturing, financial services, automotive, media, healthcare, professional services, telecommunications, and utilities. Our research provided some interesting findings:
Mobile application development is skewed toward internal, employee-facing projects. Among the projects reviewed, 59% of the enterprise mobility applications have been developed for internal employees, 24% target customers, and the remaining 19% are for business partners. Most organizations in India are first developing applications for employees, because calculating the ROI is easier and more tangible for employee-centric applications as compared with customer- or business partner -centric applications. For instance, sales force/field force automation is currently the most commonly developed mobile application by Indian organizations.
The majority of projects are co-owned by IT and business. 71% of the enterprise mobility application projects we covered are jointly owned by the IT team and the relevant business stakeholders. Business inputs, especially on user interface and experience, are key to ensuring adoption of mobile application post-launch.
Every client (especially every government client) who says I’ll never use cloud services with highly secure data needs to hear this story. In no more sensitive a place than law enforcement is just such a value proposition playing out.
Police departments in 18 states in the US, and soon Canada, are dramatically increasing the efficiency of commercial use of highways through a disruptive SaaS solution that costs a fraction of the incumbent service and mixes well with their permitting and inspection databases.
If you drive toll roads or bridges you know the value of Drivewyze. In rush hour, you can wait 10-25 minutes to pay your toll with cash or you can sign up for an electronic toll system that lets you breeze past. Drivewyze does the same for commercial trucks and fleets but not at toll booths but weigh stations, that take much longer to get through. And in the trucking business every minute lost at a weigh station can cost thousands of dollars in lost delivery time. For law enforcement the value is even higher as any time lost inspecting a safe truck is time not spent stopping an unsafe one.
The system works by helping known-good drivers and trucks register with the weigh station wirelessly as they approach it on the highway, get an all-clear, then drive right by. Trucks send their credentials to the weigh stations using any mobile device they happen to have – iPhone, Android, Blackberry. Anything with a cellular connection will do the trick. At the weigh station, they receive the information about the driver over whatever equipment they have – aging PCs and laptops are most common. The system checks each driver and truck against long-standing databases of safety records, expired licenses, past weigh station checks and other information that would indicate an unsafe driving circumstance.
We are about to kickoff our next Forrester Wave on web content security. The inclusion criteria for vendor prequalification will be sent out within the next two weeks. We will be focusing on both traditional web gateways as well as the hybrid and SaaS delivery models. What does this mean for you?
Vendors: If you feel that your solution applies to this Wave, please contact us and let us know that you'd like to be sent the prequalification survey. We will be limiting the number of vendors participating in this evaluation.
Enterprises: If you would like to provide us feedback on your experience with web content security solutions and vendors, we would love to hear from you. We plan to leverage your feedback for evaluation criteria as well as score weighting.
Please contact Kelley Mak (kmak at forrester.com) if you are interested in participating. We expect this Wave will publish in the Spring of 2014. (Fine print: This is a publication estimate and this date is subject to change.)
Hadoop’s momentum is unstoppable as its open source roots grow wildly into enterprises. Its refreshingly unique approach to data management is transforming how companies store, process, analyze, and share big data. Forrester believes that Hadoop will become must-have infrastructure for large enterprises. If you have lots of data, there is a sweet spot for Hadoop in your organization. Here are five reasons firms should adopt Hadoop today:
Build a data lake with the Hadoop file system (HDFS). Firms leave potentially valuable data on the cutting-room floor. A core component of Hadoop is its distributed file system, which can store huge files and many files to scale linearly across three, 10, or 1,000 commodity nodes. Firms can use Hadoop data lakes to break down data silos across the enterprise and commingle data from CRM, ERP, clickstreams, system logs, mobile GPS, and just about any other structured or unstructured data that might contain previously undiscovered insights. Why limit yourself to wading in multiple kiddie pools when you can dive for treasure chests at the bottom of the data lake?
Enjoy cheap, quick processing with MapReduce. You’ve poured all of your data into the lake — now you have to process it. Hadoop MapReduce is a distributed data processing framework that brings the processing to the data in a highly parallel fashion to process and analyze data. Instead of serially reading data from files, MapReduce pushes the processing out to the individual Hadoop nodes where the data resides. The result: Large amounts of data can be processed in parallel in minutes or hours rather than in days. Now you know why Hadoop’s origins stem from monstrous data processing use cases at Google and Yahoo.
The bank I mainly use for my daily banking needs does not offer that many examples of great customer experiences. The two reasons why my family continues to use that bank are the high number of ATMs in the area where we live and a very customer-oriented branch advisor. Our most recent interaction with that bank (but not with that advisor) delivered yet another example of “great” customer service across channels, an experience that will likely cause us to look for a new bank. The chances that this yet-to-be-determined bank can offer better cross-channel capabilities at least at some point in the future are not bad at all: Many financial services firms are evolving beyond using just a single channel to get in touch with their customers (see the figure below).
AirWatch held its EMEA AirWatch Connect customer event in London recently. The event underlined that AirWatch, at the tender age of 10, has become one of the leading global providers of enterprise mobility services. My key takeaways from the event are that:
Secure collaboration forms the center of the connected business. Business productivity and innovation benefit significantly from a workforce that is empowered by mobility. AirWatch has one of the most comprehensive enterprise mobility portfolios in the market to support this drive. AirWatch can play a central role for any organization that is transforming into a connected business.
An integrated platform approach to enterprise mobility has a clear advantage. AirWatch pursues a Lego-block approach, bringing together solutions for email, browser, containerization, content locker, and, of course, device and app management. By building its solution as one platform, customers gain the flexibility of a Lego-style deployment — they can pick only those blocks that they require while ensuring the integration and flexibility of the overall solution.
Building a business case for enterprise mobility must include soft factors. Managers who build ROIs for enterprise mobility solutions usually focus on hard KPIs that support existing ways of doing business. However, this “hard ROI” approach really only compares the present with the past. In reality, it is often the soft KPIs, like new ways of doing business, that matter more. Ultimately, mobility is crucial for greater operational flexibility and business transformation. Both are at the heart of long-term business success.
To succeed in the age of the customer, IT leaders that that support “front-office” business processes cannot afford failed technology initiatives. In recent blogs, I have been sharing the results of a recent survey of practioners to define and quantify the best practices for CRM success.
Working in partnership with CustomerThink, Forrester collected opinions from more than 600 individuals who had been involved in a CRM technology project as a business professional in sales, marketing, customer service, or IT. Previously, I reported that our data show that CRM technology deployments require a balanced and multifaceted approach that addresses four critical fundamentals: process, people, strategy, and technology.
Notwithstanding the relative maturity of the CRM solutions available on the market today, more than one-third (35%) business and IT professionals that we surveyed report specific technology snares that you must navigate around.
The top technology challenges to implementing a CRM solution include difficulties in consolidating customer data (45%); lack of the skill sets required to implement and support the solution (45%); poor usability of the CRM solution (34%); system performance shortfalls (32%); perceived functional deficiencies in vendor solutions (29%); and integration challenges (25%). These can become key roadblocks to the effective use of CRM solutions to achieve better business outcomes.