SMB Vendor Opportunities and Strategies

The Market For Enterprise Apps, Security, Systems Management And Outsourcing

Publication Date	November 2007
Publisher	Business Insights
Product Type	Report
Pages	119
ISBN Number	not applicable
Product Code	RBI00186

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Summary

Business Intelligence for the Technology Industry
Business Insights' portfolio of technology management reports are designed to help you make well informed and timely business decisions. We understand the problems facing today's technology executives when trying to drive your business forward, and appreciate the importance of accurate, up-to-date, incisive product, market and company analysis. We help you to crystallize your business decisions. The strength of our technology research and analysis is derived from access to unparalleled databases and libraries of information and the use of proprietary analytic techniques. Business Insights reports are authored by independent experts and contain findings garnered from dedicated primary research. Our authors' leading positions secure them access to interview key executives and to establish which issues will be of greatest strategic significance for the industry. Our technology portfolio of reports can be used across a wide range of business functions to assess market conditions and devise future strategies. The order form on the back of this brochure lists recent titles available from the categories of CRM, Strategy, eCommerce, Information and Communications Technology and vertical markets including Finance and Healthcare.

Key issues examined in this report...

On demand. SMBs are attracted to the opportunity to have access to the types of functionality larger companies have expected for some years, and the SMB segment will be responsible for the most revenue generated through 2009, in both on demand CRM and on demand ERP.
Managed mobile services. Interest has increased significantly in the last two to three years and it is is one of the few markets where the market opportunity for SMBs is greater than medium to large organizations from a value and growth perspective.
Contact centers. SMBs are driving contact center spending in the US and Western Europe; US small contact centers will increase their technology spending from $821m in 2004 to $972m in 2009.
Outsourcing. Although the percentage of SMBs that outsource or would consider outsourcing is relatively low, vendors should continue to target SMBs for outsourcing since there are areas that SMBs often need external support with security and email issues.

SMB Vendor Opportunities and Strategies
How to effectively target this fast-growing sector
The SMB market is huge and has historically not in vested heavily in IT. In consequence it represents a rich source of new revenue opportunities vendors as growth in enterprise IT spending slows down. There are not only a huge number of SMBs to target, but many in this sector are willing to innovate or implement new working practices, which require technology to them, such as remote working. There are also a range of new challenges, which vendors need to consider when developing their SMB market strategy. SMB Vendor Opportunities and Strategies: The market for enterprise apps, security, systems management and outsourcing is a new report published by Business Insights that examines what SMBs are looking for from an IT solution and their IT spending forecasts. This new report explores the SMB market opportunity in detail f or enterprise applications, security, collaboration, mobility, contact centers and outsourcing technologies and services. Identify the vendors that SMBs consider to be market leaders and recommendations for each technology area to help vendors refine their marketing strategy in this new report.

This new report will enable you to...

Identify and quantify future growth opportunities based on this report's analysis on value and volume breakdowns for different market segments, up to 2012.
Enhance the competitiveness of your products and services with this report's strategic recommendations detailing how to improve your go-to-market strategy, SMB IT spending habits, purchasing behaviour, vendor preferences and influential people within the SMB sector.
Understand key dynamics and factors influencing the SMB market to enable you to assess your company's position in the market.
Assess the SMB competitive landscape with this report's insight into market drivers and barriers to technology adoption. The report includes explanations of new delivery models that suit the SMB market such as hosted and on demand.

Key findings from this report...

In each of the SMB is the fastest growing market examined in this report. Key Organizations with 250-999 employees are growing at a CAGR of 9.4% in the enterprise applications market from 2005 to 2010.
Within the next two years small enterprises be investing far more in mobile devices and applications, driven by the fact that mobility can improve business functionality and create more flexible working.
IP is changing the way people work, particularly at the SMB level. Smaller SMBs are expected to adopt IP technology in the coming years as part of their contact center solutions.
SMBs are not always risk-averse. The lack of legacy issues, specialized nature of their business and the pressure to differentiate make smaller enterprises more likely to take risks with new technologies. Very large enterprises tend to focus on strategic issues such as a vendor's financial stability or breadth of their solution offering.

Your questions answered...

Where are the growth opportunities in the SMB market?
What areas of IT are SMBs investing in?
How should vendors target the SMB market?
What are the barriers to adoption of technology?
Which vendors do SMBs consider to be leaders in their field?
How do SMBs prefer to buy technology (e.g. hosted/ on demand delivery is popular with SMBs)?
Would SMBs consider outsourcing?
Who are the most influential people in IT buying decisions in SMBs?

Content

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
- 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