Self-Service and Customer Interaction Management Solutions: North America Market Opportunities and Requirements - Vol 2 Hospitality
VDC Research Group, Inc, June 2009, Pages: 60
The author is pleased to announce the release of its Self-Service and Customer Interaction Management Solutions: North America Market Opportunities and Requirements. The report evaluates the current and emerging opportunities for self-service within the North American market - specifically, customer knowledge, experiences, requirements and plans of such solutions within three vertical markets: Retail, Hospitality and Health Care.
Leveraging information collected from more than 300 end-users, 100 channel organizations, and 25 suppliers, this market intelligence program identifies communities currently investing in self-service solutions, the specific products and/or services they are investing in, core selection criteria that are driving investments, applications that are being served, and more.
RESEARCH OVERVIEW:
Profiled Companies: 5
Primary Sources/Telephone Sample Size: 25
Primary Sources/Web Survey Sample Size: >200 End User, >100 Channel
Market Forecast Coverage: 2008-2011
Regional Market Coverage: North America
Scope, Methodology and Process
Market Definition and Segmentation
Market Estimates and Forecasts
Enterprise End-User Analysis
Channel Analysis
Supplier Analysis
Summary Observations
Appendix:
- About Us
- Ways to work with us
- Licensing terms and conditions
- Excel files are attached in a separate document
Volume 2: Hospitality - List of Exhibits
1 Definition
2 Estimated Number of Organizations by Tier (Number of Organizations)
3 Self-Service Penetration Scenarios by Tier (Penetrated N) (Number of Organizations)
4 Average Hospitality Annual Budgets for Self-Service and Customer Interaction Management Components and Systems Hardware
5 Total Available Self-Service Hardware Market Scenarios (Millions of Dollars)
6 Total Self-Service Kiosk Spend of North American Based Hospitality Organizations (Millions of Dollars)
7 Total Self-Service and Customer Interaction Management Spend of North American Based Hospitality Organizations Segmented by Product or Service
(Millions of Dollars)
HOSPITALITY END USER ANALYSIS
1 Total Hospitality-Based SS/CIM Respondents Segmented by 2008 Annual Revenue (Average 2008 Annual Revenue)
2 Total Hospitality-Based SS/CIM Respondents Segmented by Total Number of Employees
3 Total Hospitality-Based SS/CIM Respondents Segmented by Number of Employees at a Particular Location
4 Total Hospitality-Based SS/CIM Respondents Segmented by Vertical Market Sub-Segment
5 Total Hospitality-Based SS/CIM Respondents Segmented by Current Use of SS/CIM Solutions
6 Total Hospitality-Based SS/CIM Respondents Segmented by Primary Barriers to Adoption
7 Total Hospitality-Based SS/CIM Respondents Segmented by Current Interest/Involvement in the Adoption of SS/CIM Solutions
8 Total Hospitality-Based SS/CIM Respondents Segmented by Current View of the Relative Importance of Having SS/CIM Solutionsry
9 Total Hospitality-Based SS/CIM Respondents Segmented by Primary Adoption Drivers (Average Level of Importance) (1=extremely unimportant, 5=extremely important)
10 Total Hospitality-Based SS/CIM Respondents Segmented by SS/CIM System Selection Criteria (Average Level of Importance and Satisfaction Rating)
(1=extremely unimportant/unsatisfied, 5=extremely important/satisfied)
11 Total Hospitality-Based SS/CIM Respondents Segmented by Criteria Importance Level Change Since Deployment
11a Total Hospitality-Based SS/CIM Respondents Segmented by Criteria Satisfaction Level Change Since Deployment
12 Total Hospitality-Based SS/CIM Respondents Segmented by Objective Ratings
(Average Level of Importance and Satisfaction Rating)
(1=extremely unimportant/unsatisfied, 5=extremely important/satisfied)
13 Total Hospitality-Based SS/CIM Respondents Segmented by Ability to Achieve Objective Since Deployment
(Average Level of Importance Rating)
13a Total Hospitality-Based SS/CIM Respondents Segmented by Ability to Achieve Objective Since Deployment
(Average Satisfaction Rating)
14 Total Hospitality-Based SS/CIM Respondents Segmented by Communities Currently Supported or Planning to Support
15 Total Hospitality-Based SS/CIM Respondents Segmented by the Communities Currently Supported or Planning to Support and Applications Currently Supported or Planning to Support
16 Total Hospitality-Based SS/CIM Respondents Segmented by the Communities Currently Supported or Planning to Support, the Applications Currently Supported or Planning to Support, and the Location where Applications are Serviced
17 Total Hospitality-Based SS/CIM Respondents Segmented by Desired Changes Associated with Existing SS/CIM Solutions
18 Total Hospitality-Based SS/CIM Respondents Segmented by Integration and Project Management Suppliers
19 Total Hospitality-Based SS/CIM Respondents Segmented by CIM Software Selection Criteria
20 Total Hospitality-Based SS/CIM Respondents Segmented by Annual SS/CIM Budgets
21 Total Hospitality-Based SS/CIM Respondents Segmented by Primary Source of Assistance for SS/CIM Solutions Investment
22 Total Hospitality-Based SS/CIM Respondents Segmented by Primary Purchase Source
23 Total Hospitality-Based SS/CIM Respondents Segmented by Primary Location when SS/CIM Solution Purchase Decisions are Made
HOSPITALITY CHANNEL ANALYSIS
1 Total SS/CIM Channel Respondents Segmented by Principle Business
2 Total SS/CIM Channel Respondents Segmented by 2008 Annual Revenue
3 Total SS/CIM Channel Respondents 2008 and 2009/2010 Annual Revenues Segmented by Product Offering Percent Contribution
4 Total SS/CIM Channel Respondents 2008 and 2009/2010 Annual Revenues Derived From North America
5 Total SS/CIM Channel Respondents Segmented by Currently Selling or Supporting SS/CIM Solutions and Components
6 Total SS/CIM Channel Respondents Annual Revenue Derived from the Sale of Self-Service and Customer Interaction Management Solutions and Components
7 Average Annual SS/CIM Hardware Revenue Contribution Segmented by Product Type
8 Total SS/CIM Channel Respondents Annual Revenue Segmented by the Sale of Refurbished Equipment
9 Total SS/CIM Channel Respondents Annual Revenue Derived from Tier II, Tier III, and Tier IV Accounts
10 Total SS/CIM Channel Respondents Segmented by the Current Offering of Specific SS/CIM Solutions
11 Total SS/CIM Channel Respondents Segmented by Target, Minimum Required, and Average Gross Margin for the Following SS/CIM Solutions
12 Total SS/CIM Channel Respondents Segmented by Mobile Computer Device Manufacturers Currently Supported/Offered
13 Total SS/CIM Channel Respondents Segmented by Handheld Bar Code Scanner Manufacturers Currently Supported/Offered
14 Total SS/CIM Channel Respondents Segmented by Stationary Bar Code Scanner Manufacturers Currently Supported/Offered
15 Total SS/CIM Channel Respondents Segmented by Self-Service Kiosk Manufacturers Currently Supported/Offered
16 Total SS/CIM Channel Respondents Segmented by POS Terminal Manufacturers Currently Supported/Offered
17 Total SS/CIM Channel Respondents Segmented by Self-Checkout Solution Manufacturers Currently Supported/Offered
18 Total SS/CIM Channel Respondents Segmented by Payment Terminal Manufacturers Currently Supported/Offered
19 Total SS/CIM Channel Respondents Segmented by POS Receipt Printer Manufacturers Currently Supported/Offered
20 For the suppliers whose Mobile Computing Devices your organization resells in support of SS/CIM applications, which manufacturer performs best under each criteria.
21 For the suppliers whose Handheld Bar Code Scanners your organization resells in support of SS/CIM applications, which manufacturer performs best under each criteria.
22 For the suppliers whose Stationary Bar Code Scanners your organization resells in support of SS/CIM applications, which manufacturer performs best under each criteria.
23 For the suppliers whose Self-Service Kiosks your organization resells in support of SS/CIM applications, which manufacturer performs best under each criteria.
24 For the suppliers whose POS Terminals your organization resells in support of SS/CIM applications, which manufacturer performs best under each criteria.
25 For the suppliers whose Self-Checkout Solutions your organization resells in support of SS/CIM applications, which manufacturer performs best under each criteria.
26 For the suppliers whose Payment Terminals your organization resells in support of SS/CIM applications, which manufacturer performs best under each criteria.
27 For the suppliers whose POS Receipt Printers your organization resells in support of SS/CIM applications, which manufacturer performs best under each criteria.
28 Total SS/CIM Channel Respondents Segmented by Cited Client Primary Adoption Drivers (Average Level of Importance)
(1 = extremely unimportant, 5 = extremely important)
29 Total SS/CIM Channel Respondents Segmented by Cited Deployment Objective Ratings (Average Level of Importance and Satisfaction Rating)
(1 = extremely unimportant/unsatisfied, 5 = extremely important/satisfied)
30 Total SS/CIM Channel Respondents Segmented by Currently Supported Software and Service Offerings
31 Total SS/CIM Channel Respondents Segmented by Vertical Markets Currently Supported/Plan to Support
32 Total SS/CIM Channel Respondents Annual Revenue Segmented by Vertical Market
33 Total SS/CIM Channel Respondents Segmented by Applications Currently Supported or Planning to Support in the next 12 to 18 Months
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