Abstract
The SMB market is huge and has historically not invested 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 for 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.
Table of Contents
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 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
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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