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SMB Vendor Opportunities and Strategies: The Market for Enterprise Apps, Security, Systems Management and Outsourcing
Business Insights, Nov 2007, Pages: 119
SMB Vendor Opportunities and Strategies
Executive Summary
Market outlook
Opportunities in enterprise applications
Opportunities in systems management
Opportunities in security
Opportunities in collaboration and mobility
Opportunities in contact centers
Opportunities in outsourcing
Chapter 1 Introduction
Who is the target reader?
Defining the SMB market
Chapter 2 Market outlook
Summary
Introduction
Technology penetration amongst SMBs
The buying habits of SMBS
IT purchasing decisions
Vendor recommendations
Chapter 3 Opportunities in enterprise applications
Summary
Introduction
Enterprise applications services
Challenges facing enterprise application providers in the SMB market
Making enterprise application services relevant to SMBs
Key success factors
Hosted SMB enterprise application services
Conclusions
Customer relationship management (CRM)
CRM penetration and investment by sizeband
Market drivers
CRM evolution
On demand CRM
Why on demand for CRM?
Vendors’ take on on demand CRM
The on demand CRM market is increasingly competitive
Market trends favor hybrid on demand / on-premise solutions
Vendor recommendations
ISVs and VARs develop customized applications
Supply chain management (SCM)
Technology penetration in the SMB market
Business intelligence
BI penetration by enterprise size
Channel strategies are a crucial factor for success in the BI market
Who makes investment decisions for BI?
Vendor perceptions in the BI market
Chapter 4 Opportunities in systems management
Summary
Introduction
Service oriented architecture
On demand
Defining the market
Service orientated architectures and on demand
The drawbacks of on demand
Market take-up of on demand
Vendor recommendations for on demand
Chapter 5 Opportunities in security
Summary
Introduction
Targeting the security message for SMBs
SMB adoption of security solutions
Chapter 6 Opportunities in collaboration and mobility
Summary
Collaboration
Mobility
Take-up of mobility solutions by sizeband
Managed mobile services: taking control of the pervasive enterprise
On demand/hosted solutions
Chapter 7 Opportunities in contact centers
Summary
Introduction
The SMB contact center opportunity in Western Europe
Growth at the low end
Vendor recommendations
Simplicity is key for the low end
Hosted contact centers
The US SMB contact center opportunity
Technologies currently used
Vendor recommendations
Price sensitive yet value for money
Start small think big doesn’t mean growing pains
All-in-one paves the way
Focused Channel partnerships for success
Hosted solutions
Attractions of a hosted solution
Market drivers
Concerns about hosted solutions
Does the growth of IP spell the demise of TDM?
Open source software has clear cost benefits for SMBs
Chapter 8 Opportunities in outsourcing
Summary
Introduction
SMBs show traditional attitudes to selecting IT vendors
SMBs are more likely to trust a national telecoms provider or a national ISP for managed services
Many different vendors are supplying the UK SMB market
SMBs are generally happy with their service providers
A relatively low proportion of SMBs currently oursource their IT services
The majority of SMBs manage their firewalls in house
Security is a key consideration in IT outsourcing decisions
The area that is most outsourced is security updates and patching
The most pressing technical requirement for SMBs is security
SMBs look to vendors to provide security and Internet connectivity
The majority of SMBs have some form of risk mitigation in place
Barriers to outsourcing
Cost and loss of control
A small proportion of SMBs can foresee a time when their IT function is fully managed externally
Conclusions: outsourcing is still a relatively low priority for SMBs in the
UK
Index
List of Figures
Figure 2.1: Large enterprises have the most favorable IT budget growth expectations from 2006 to 2007
Figure 2.2: Technologies that small enterprises currently have or use
Figure 2.3: Technologies where small enterprises are considering investment in the next six months
Figure 2.4: Technologies where small enterprises are considering investment in six months to two years time
Figure 2.5: When choosing an IT solution smaller enterprises value leading-edge technology more
Figure 2.6: Degree to which particular roles within small enterprises make IT purchasing decisions
Figure 3.7: Small enterprises’ preferred approach to buying enterprise applications
Figure 3.8: Vendors that small enterprises believe to be leaders in the field of enterprise applications
Figure 3.9: CRM investment and penetration levels are related to the enterprise size
Figure 3.10: SMBs adoption is an important factor in the future growth of the BI market
Figure 3.11: Most influential positions within small enterprises when making investment decisions regarding business intelligence solutions
Figure 3.12: Vendors that small enterprises believe to be leaders in the field of business intelligence solutions
Figure 4.13: Extent to which small enterprises currently have or use IT systems management solutions
Figure 4.14: Small enterprises that are considering investment in IT systems management solutions in the next six months
Figure 4.15: Small enterprises that are considering investment in IT systems management solutions in six months to two years time
Figure 4.16: Small enterprises’ preferred approach to buying IT systems management solutions
Figure 4.17: Most influential positions within small enterprises when making investment decisions regarding IT systems management solutions
Figure 4.18: Vendors that small enterprises believe to be leaders in the field of IT systems management solutions
Figure 5.19: Extent to which small enterprises currently have or use security solutions
Figure 5.20: Small enterprises that are considering investment in security solutions in the next six months
Figure 5.21: Small enterprises that are considering investment in security solutions in six months to two years time
Figure 5.22: Small enterprises’ preferred approach to buying security solutions
Figure 5.23: Vendors that small enterprises believe to be leaders in the field of security solutions
Figure 6.24: Larger enterprises have a higher penetration of mobility technologies
Figure 6.25: Small enterprises’ preferred approach to buying mobility solutions
Figure 6.26: Most influential positions within small enterprises when making investment decisions regarding mobility solutions
Figure 6.27: Vendors that small enterprises believe to be leaders in the field of mobility solutions
Figure 6.28: Managed mobile services in the mobile solutions stack
Figure 7.29: US small contact center technology spend
Figure 7.30: Evolution and sizebands of US hosted contact center services
Figure 7.31: How would you rather pay for a hosted contact center service?
Figure 8.32: When selecting an IT vendor the most important factors are the standard of customer service and SLAs
Figure 8.33: Only a small proportion of SMBs choose to outsource the management of their firewalls
Figure 8.34: SMBs expect vendors to provide security and Internet connectivity services 1
Figure 8.35: 40% of SMBs state cost as the strongest reason preventing them from outsourcing
List of Tables
Table 3.1: Global enterprise applications market forecast 2005-2010, by sizeband ($m)
Table 3.2: Global CRM market forecast 2007-2012, by sizeband ($m)
Table 3.3: Global on demand CRM market forecast 2007-2012, by sizeband ($m)
Table 3.4: Global SCM market forecast 2007-2012, by sizeband ($m)
Table 3.5: What is your preferred approach to buying BI technologies?
Table 4.6: Enterprise adoption of SOA by sizeband
Table 6.7: Global enterprise collaboration market forecast 2007-2012, by sizeband ($m)
Table 7.8: Western European APs and technology spending size band comparison
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