Posts tagged "gartner"

Document Management Roll-up: Autonomy Releases New CRM Tool, HyperOffice Gets Mobile

There was a lot about managing data in the retail sector this week with the launch of a new customer relationship management tool from Autonomy and a survey that shows the public is ready to go paperless . Also, HyperOffice makes data mobile with HyperSynch beta.

Automony’s New CRM Tool

Gartner’s (site) UK Customer Relationships Management (CRM) conference has only just opened, and Autonomy (site) is trying to hog the limelight with the release of its new customer analytics tool Autonomy Explore.

Autonomy Explore takes all the points of contact between a company and a customer, analyzes them and produces a customer profile that enables businesses understand not only where their customers are coming from, but also they are likely to go.

So it’s just another CRM system you say? Well, yes it is, but one that analyzes not just emails, blogs, document, social media, and any other point of contact with the customer, it’s also one that throws all the information together for a clearer picture of customers.

The difference with many other CRMs is that this can take information from all channels together, not just one channel at a time, and give a much broader picture of what’s happening than would normally be possible.

HyperOffice Takes HyperSynch To Beta

You may remember last week that HyperOffice (site) took its collaboration suite out of beta and made it generally available. Well, this week it began beta testing of HyperSynch, a software package that taps into corporate networks, takes the data and updates mobile workers smart phones.

With support for over 1700 phones, it doesn’t look like HyperOffice is taking any chances on companies not being able to find a suitable mobile device to use it on, with the HyperSynch software bringing mobiles users updated email, contacts, calendars, projects, tasks and notes to whatever mobile they happen to use.

And that’s the real joy of it — companies with even the beta release of HyperSynch won’t have to decide on whether to invest in Blackberry Enterprise Server or Microsoft Exchange Server or MobileMe based on the mobile device their employees are using, as HyperSynch works with them all.

In effect, what it is doing is putting HyperOffice collaboration suite on the road and comes with bi-directional syncing between mobile device and desktop with data uploaded to any desired location, and data downloadable for any location too.

Currently, a subscription to HyperOffice collaboration suite with business-class hosted email services costs about US$ 10 per month per user. Now HyperSynch will be included too for free.

On-Premise, Cloud, or Hybrid?

If you are interested in finding out how you should be using technologies and what technologies you should be using, you might want to check out the recently release paper from HP (site)  entitled A Hybrid Approach to Enterprise Technology.

While it’s not a very long paper, it does have some interesting points that are worth taking on board when it comes to deciding what kind of document management processes you are going to implement and whether you are going to deploy document management software or not.

The principal conflict at the moment, the paper says, is that companies are now faced with a situation where many of the document management processes are now available in the cloud and companies need to decide whether to trust the cloud or not.

Pricing aside, the cloud is an attractive option as deployment. It is easy with a whole range of possibilities through many different vendors, different use and deployment options.

However, the key question for many companies is security and whether their data is going to safe in the cloud. The paper doesn’t deal with that and no one can really definitely say for certain, but it does discuss a third alternative apart from on-premise and cloud — a hybrid of the two.

Properly deployed, this option offers the price benefits on some levels of the cloud, with security issues covered by on-premise solutions. If you’re at the crossroads, it’s well worth a read.

Public Goes For Paperless Office

We hear all the time about companies that are embracing the paperless office with document management systems and turning to electronic documents to stamp out the scourge of paper. However, there has been little research as to how the general public will respond to electronic documents issued by companies in the form of invoices, insurance policies, mortgage statements and so on.

Research by NewRiver — a financial services customer data systems provider — seems to suggest that the public is just as interested  as the corporate world is in getting rid of paper.

The research looked principally at insurance documents, but many of the insurance documents surveyed had legal and compliance issues around them, so it’s probably safe to assume that many other documents could be sent electronically too.

The research showed that there is a strong demand from variable annuity (VA) and variable universal life (VUL) policy holders to receive prospectus and compliance documents electronically.

More than half of the respondents who were not offered electronic delivery of documents from their VA/VUL company said they would be interested in electronic delivery if it were available. In fact, only one in four (26%) could ever recall being notified about the option.

For those that did not want electronic documents, nearly three out of five (59%) said it was due to the difficulty in reading compliance documents online. The findings are available for download, but you will have to register first.

Document Management Roll-up: Office in the Cloud, Business Process Management to Follow

The release date for Office 2010 and SharePoint 2010 is out and about, but not everyone is happy with some of the details. Meanwhile, Microsoft CEO Steve Ballmer says the company has ambitions with this release for a fully functioning Office in the cloud.

Microsoft Aims For Office In The Cloud

The big news this week is, of course, is the announcement of definitive dates for the release of SharePoint  2010 (site)  and Microsoft Office (site). It’s on May 12 (for businesses) and June for home users, if you haven’t been paying attention.

You may also have come across Microsoft CEO Steve Ballmer’s speech at the University of Washington where he outlined the company’s plan for its products and the cloud.

In his outline of Microsoft’s vision of the cloud, he described Office 2010 and the company’s ambition to run it from the cloud as the “most mainstream” effort Microsoft would be doing in cloud computing.

We're really taking Microsoft Office to the cloud, letting it run in the cloud, letting it run from the cloud, helping it let people connect and communicate and express themselves … That's one of the core kind of technical ambitions behind the next release of our Office product …” he said.

And already, 90% of the companies Microsoft is working with are happy to go with the elements of Office that are already in the cloud with “lot of good work … still going on for the consumer”.

Microsoft also plans to give its corporate customers the option of hosting the Web-based version of Office 2010 on their own servers in order to give them more control of the product.

Office 2010 Tech Guarantee Outlined

Speaking of Microsoft Office, details of the Technology Guarantee that will accompany the release of Office 2010 were finally explained by Jevon Fark, Sr. Marketing Manager for Microsoft Office on the Office 2010 Engineering blog.

And not everyone is happy. The Guarantee goes like this: consumers who have purchased and activated Office 2007 since March 5 and who purchase it up until September 30 will be able to download Office 2010 at no additional cost when it becomes available in June 2010.

To be eligible you need to:

  • Purchase Office 2007, or a new PC with Office 2007, and activate it between March 5, 2010 and September 30, 2010.
  • Have, or create a Windows Live ID.
  • Redeem your Tech Guarantee before October 31

You will not be eligible for it if if you have Office 2007 through a volume license (typically business owners with five computers or more), promotional or not-for-resale copies, or bought Office 2007 through the Home Use Rights or Student Select programs.

However, some users say they feel “snubbed” by the fact that only those who purchased it after March 5 will be covered by the guarantee. Many of the comments on Fark’s post are from users in that situation and they’re just not happy.

Office 2010 will be available online and on retail shelves in June. Until then, you can can always use the Office 2010 beta.

SaaS BPM Is Finding Friends

New market research from Datamonitor (site) is showing that many business process management vendors will have to look at their application in the cloud because of the success of the SaaS model.

The strategic focus entitled SaaS BPM: Silencing the Skeptics says that now is the right time for BPM vendors to make their SaaS strategy mainstream.

While demand in the on-premises BPM market continues unabated, SaaS BPM is slowly finding acceptance in certain pockets of the BPM market. The research indicates that lower entry costs, broader reach and faster time to deployment could endear SaaS BPM offerings to customers that are comfortable with the cloud computing application delivery model.

Another reason it is becoming attractive is that many business processes are carried-out using resources outside an organization, such as BPO, SaaS customer relationship management (CRM), supply chain management (SCM) and cloud infrastructure.

The result is that as the number of external influences in a process grow, it will become imperative for BPM to be able to customize the external services it consumes.

However, the effect of SaaS BPM offerings on the BPM market will be complementary rather than negative. The SaaS model will boost the proliferation of BPM and help BPM reach a larger user base. Interested in more?

Healthcare Mistrusts The Cloud

BridgeHead Software (site), a developer of healthcare data management software, unveiled partial preliminary results of its Data Management Healthcheck 2010 survey, which shows that only 6.5% of respondents would use cloud storage for archived data.

Furthermore, only 33% noted their organization plans to adopt a cloud storage strategy for any data over the next 12-24 months. The online survey, launched on February 9, is designed to assess healthcare's preparedness for the massive volume of data generated by the industry's reliance upon information.

More than 80% say that the most significant factor influencing decisions about utilizing cloud storage is concern about security and availability of data. Respondents also cited cost and a lack of conviction that cloud storage offers significant benefits when compared to local media.

The Data Management Healthcheck 2010 survey, will remain open during the WoHIT conference in Barcelona, Spain, between March 15 - 18, 2010. If you want to take part in the survey you can access it online.

Recession Cuts European Printer Market by 17%

The combined printer, copier and multifunctional product (MFP) market in Europe, the Middle East and Africa (EMEA) totalled 39.6 million shipments in 2009, a decline of 17.8 per cent from 2008, according to Gartner (site).

Overall end-user spending also declined by 21 per cent from €14.4 billion in 2008 to €11.3 billion in 2009, as a result of tighter credit controls by banks and cuts in IT spending by businesses as well as consumers.

Many organizations are still delaying the purchase of new products as cost containment policies remain intact with a focus on cost reduction. However, colour devices registered a 5 per cent growth.

Each of the top five vendors saw a decline in 2009. HP remained the market leader in the EMEA printer, copier and MFP market, but registered the worst decline at 21 per cent year-on-year. Canon, ranked No. 2, continued to perform well in the A4 segment.

Samsung Electronics posted the lowest market decline at 2 per cent in 2009, which helped it maintain its No. 2 position in the page market, led by HP.

If you’re interested in more you can log on to the Gartner website.

Gartner: Alterian, VYRE Niche Players in Marketing Resource Mgt Magic Quadrant

Marketing Resource Management (MRM) is one of the areas — in addition to WCM and ECM — where Gartner (news, site) exercises its magic by the quadrant. In one of its recent 2010 reports, the analyst firm highlighted several Web CMS vendors as players in the niche quadrant for MRM.

The Importance of MRM

Gartner defines MRM as “a set of processes and capabilities designed to enhance a company's ability to orchestrate and optimize internal and external marketing resources.” MRM applications allow organizations to manage marketing activities and marketing content, as well as measure, analyze and optimize performance.

Gartner analyst and author of the report Kimberly Collins says:

Interest in MRM continued to grow with unprecedented interest in 2009. This dramatic trend was driven by several factors, including an increased focus on marketing costs and the financial management of marketing, the difficulty justifying marketing budgets, the desire to measure all marketing initiatives, the need to achieve a faster time to market, reduced resources (budget and people), the focus on reducing marketing waste and the need to balance corporate versus local marketing control.

MRM MQ Players

Alterian and VYRE are two of several players found in 2010’s Gartner’s Magic Quadrant for MRM.

Alterian (site) has been a niche player in the MRM Magic Quadrant since 2007, while VYRE (site) popped up as a niche player in 2009. Both vendors provide a range of products for web content management and marketing resource management.

As we reported earlier, Alterian is going through a series of transformations on the product side and dropping Immediacy and Morello Web CMS brands and consolidating under the Alterian Content Manager 7, or CM 7, which has the marketing goodies. As a result of several acquisitions, Alterian offers the Alterian Integrated Marketing Platform, that includes marketing analysis, social media monitoring (via SM2), email marketing and web content management capabilities.

VYRE offers VYRE Unify, a web content management product focused on the digital marketing supply chain market. VYRE’s value proposition is the integration of content management, digital asset management, portal capabilities and enterprise search.

In other portions of the quadrant, you will find such Visionaries as SAS Marketing Resource Management with its MRM capabilities that include marketing planning and budgeting, marketing budget optimization, marketing performance management and campaign workflow and collaboration.

In the Leaders quadrant, Unica is showing again with its enterprise and SaaS solutions for marketing resource management (included in Unica’s EMM suite).

Another day, another quadrant. If you’re a buyer, make sure to do your homework and check out many other resources available to make a sound decision on the MRM product.

Gartner’s Top 5 CRM Predictions For 2010, Social Apps are Key

gartner_logo_2010.jpg Just when you thought 2010 predictions were finished, Gartner (site) comes out with more. This time it’s the top five customer relationship management (CRM) predictions that have produced some surprising insights, not least that while Facebook will be the top social network globally, in places like Russia, Japan, India and China it won’t. And the problem is language.

The Gartner predictions, developed from two pieces of research carried out by Gartner before Christmas, and in anticipation of the Gartner CRM summit in the UK next month and LA in June, show’s that CRM is going to be one of the top purchasing priorities for CIO’s in 2010 despite contracting budgets.

For most organizations, the single most logical way to differentiate the business is through great customer experiences, rather than having the lowest cost or most innovative products and services,” said Ed Thompson, vice president and Gartner analyst.

And the way to do that is developing a clear understanding of what the customer wants from a company's website, a case of the public must get what the public wants, Thompson says. So what are Gartner’s predictions?

1. Facebook's Global Position

By the end of the year Facebook (site) will be the principal social network in all but 25 countries across the globe. However, there will be significant gaps in its coverage that will be based on language issues, particularly in countries like Brazil, Russia, India, China and Japan.

In September 2009, Facebook had 300 million members with a predicted membership of 600 million by the end this year — including inactive accounts and multiple account users — based on growth patterns in 2009.

The result is that marketing and customer relationship management will have to change from working across a number of social networking sites to three or four sites that will cover the main languages.

2. Marketing Investment Will Remain Flat

Despite better prospects for the year ahead, Gartner is predicting that spend on marketing software will remain flat and that companies will also be looking for better return on IT investment.

Because management will be actively looking at internal investments and ROI, marketing departments and organizations will need to automate much operational process and use technology to measure areas that were previously unmeasured.

The result is that marketing optimization, with more results for fewer investments will become normal and marketing resource management will become part of strategic planning and collaboration.

3. Social Applications And Market Development

The majority of growth in social applications (80%) will have as their primary goal improving customer relationships for increased market share, rather than internal communication and collaboration.

Companies will continue to find it hard to make a business case for social media activities throughout the year, particularly as there will be no hard metrics or provable business outcomes to justify generic social applications.

However, Gartner says that its research has shown that social projects with defined and clear purposes do show measurable results and those vendors that move from general social applications to specific purpose applications will enjoy double and even triple-digit growth over the year.

4. Online Marketing Boom

By the end of next year more than 90% of Fortune 1000 marketing campaigns will have online marketing elements, up from 50% in 2009.

Online marketing will be particularly attractive to these companies because they will be able to assess directly what is working and what is not working in a given campaign. By using precise metrics, companies will be able to save up to 20% on marketing communications with companies also investing in responsive advertisements and contextual marketing.

5. Online Marketing Slashing Costs

Finally, Gartner predicts that by investing in online marketing, companies will save themselves up to 20% of the costs of marketing communications, with more assessable results from communications that they do invest in.

The result will be more streamlined campaigns with more thorough, online testing of campaigns before official launches.

If you’re in the UK next month and interested in finding out more about the summit check out Gartner’s European website. If not, the summit will also take place in LA at the end of June.