SMB Vendor Opportunities and Strategies: The market for enterprise apps, security, systems management and outsourcing

Table of Contents

• 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

• Who is the target reader?
• Defining the SMB market

• Summary
• Introduction
• Technology penetration amongst SMBs
• The buying habits of SMBS
• IT purchasing decisions
• Vendor recommendations

• 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

• 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

• Summary
• Introduction
• Targeting the security message for SMBs
• SMB adoption of security solutions

• Summary
• Collaboration
• Mobility
• Take-up of mobility solutions by sizeband
• Managed mobile services: taking control of the pervasive enterprise On demand/hosted solutions

• 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

• 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

• 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 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 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

• 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